Service Designer

As member of the MSDD GSMT team under the overall supervision of the Digital Strategy Manager (MSDD), the incumbent will have the following responsibilities.

• Collaborate with GSMT team in analysing and addressing the demand for new service designs, changes to existing services and other requirements taking into account the overall project sustainability and pursuing continuous improvements in the roll-out and management of the solution.
• Analyse and document implementation and changes to existing services.
• Configure new and/or modify workflows, groups, reports, service access forms, email notification templates, guidance material and other features in the service management tool according to the governance provided by the Product Team.
• Share and discuss new requirements (new service designs, changes to existing services and any other requirement) to the Product Team.
• Liaise with Service Designers of other functional areas, Vendors & TEC (Information Technology Division) technical resources for resolution of cross functional or internal issues and/or exchange of experience.
• Monitor the GSMT environments (production, QA and demo environments) and ensure correct and timely replication of the GSMT production environment into the QA environment
• Support the change management needed through training sessions, webinars and other activities which might be identified
• Perform other duties, as required.

QUALIFICATIONS & EXPERIENCE REQUIRED:
Education: 

• University degree in any of the following fields: Business Administration, Information Technology, Software Engineering, Social Sciences or any equivalent professional qualification or professional experience.

Experience:

• Minimum 3 years professional experience in using service management tools and/or delivering services using a digital solution within an organization.
• Minimum 3 years’ experience in business processes analysis, project management and/or product development.
• Minimum 3 years’ experience with EASYVISTA as a designer.

Knowledge & Skills:

• Strong interpersonal skills and work ethics, able to proactively and independently pursue tasks and ensure timely delivery.
• Demonstrated ability to collect and analyse data and to develop workflows.
• Effective organizational and planning skills to ensure set objectives are achieved within agreed timeframes.
• Knowledge and experience with project management methodologies, system integration, ERP, training roll out, preparation of Standard Operating Procedures and change management methodologies.
• Very good teamworking and written and oral communication skills.

Languages:

• Fluency (level C) in English language. Knowledge of a second official UN language: Arabic, Chinese, French, Russian, Spanish, and/or WFP’s working language, Portuguese, will be an advantage