IT Assistant – Product Adoption and Support

About the role

The IT Assistant – Product Adoption and Support works under the Head of Global Beneficiary Services to prepare, roll‑out and provide ongoing support for corporate IT solutions used across WFP operations. The role focuses on user readiness, incident handling and ensuring effective communication between Country Offices and Global HQ.

Key responsibilities

• Deliver service requests, perform basic troubleshooting and escalate complex incidents.
• Support country offices in understanding and adopting tools such as SCOPE, SugarCRM, NEST, CIAM, School Connect, Partner Connect, CODA and PIT.
• Provide logistical and technical assistance during pilot deployments, collect feedback and identify issues.
• Conduct training and awareness sessions and help local support teams follow standard operating procedures.
• Maintain clear communication with stakeholders and share lessons learned to improve processes.

Required profile

• Minimum 5 years of experience in IT support, software adoption or digital tools implementation.
• Secondary school education; university degree in IT or related field is desirable.
• Fluency in French (C level) and intermediate English (B level); additional UN language knowledge is a plus.

Required skills

• Strong customer‑service and communication abilities.
• Basic troubleshooting of software and devices.
• Familiarity with digital collaboration tools such as Microsoft Teams and SharePoint.
• Experience with IT service management systems.