IT Assistant - Product Adoption and Support

DEADLINE FOR APPLICATIONS 23 September 2026-23:59-GMT-05:00 Eastern Standard Time (Panama) WFP celebrates and embraces diversity. It is committed to the principle of equal employment opportunity for all its employees and encourages qualified candidates to apply irrespective of race, colour, national origin, ethnic or social background, genetic information, gender, gender identity and/or expression, sexual orientation, religion or belief, HIV status or disability. ABOUT WFP The World Food Programme is the world’s largest humanitarian organization saving lives in emergencies and using food assistance to build a pathway to peace, stability and prosperity, for people recovering from conflict, disasters and the impact of climate change. At WFP, people are at the heart of everything we do and the vision of the future WFP workforce is one of diverse, committed, skilled, and high performing teams, selected on merit, operating in a healthy and inclusive work environment, living WFP's values (Integrity, Collaboration, Commitment, Humanity, and Inclusion) and working with partners to save and change the lives of those WFP serves. To learn more about WFP, visit our website: and follow us on social media to keep up with our latest news: YouTube , LinkedIn , Instagram , Facebook , Twitter , TikTok . WHY JOIN WFP? WFP is a 2020 Nobel Peace Prize Laureate. WFP offers a highly inclusive, diverse, and multicultural working environment. WFP invests in the personal & professional development of its employees through a range of training, accreditation, coaching, mentorship, and other programs as well as through internal mobility opportunities. A career path in WFP provides an exciting opportunity to work across the various country, regional and global offices around the world, and with passionate colleagues who work tirelessly to ensure that effective humanitarian assistance reaches millions of people across the globe. We offer an attractive compensation package (please refer to the Terms and Conditions section of this vacancy announcement). Job Description ORGANIZATIONAL CONTEXT The United Nations World Food Programme (WFP) is the world's largest humanitarian agency, fighting hunger worldwide. The WFP Technology Division (TEC) is the digital business engine of the World Food Programme, providing the business with multi-pronged and resilient technical capabilities able to respond with the agility required in humanitarian operations, be they manmade or in a natural disaster setting. TEC’s Digital Solutions Branch (TECD) oversees all solution development activities for WFP, covering the full technology stack and delivering changes to existing solutions. This function manages all aspects of development, from understanding business requirements to designing and building solutions, and overseeing quality assurance. TECD is expanding their service offering into the support and adoption of corporate tools used on the front line of WFP’s operations. TECD’s Global Beneficiary Services (GBS) team supports the adoption and effective use of corporate IT solutions that enable programme delivery across WFP operations. GBS provides guidance, training, and Tier 2 support to Country Offices (CO) adopting these tools. Members of the team are spread across WFP’s five Regional Offices (RO) to provide follow-the-sun support in the time zone and language of our COs. BACKGROUND AND PURPOSE OF THE ASSIGNMENT: Under the direct supervision of the Head of GBS, the IT Assistant - Product Adoption and Support will assist with the preparation, rollout, and ongoing support of corporate IT solutions. The incumbent will contribute to user readiness activities, provide timely support for incidents, and help ensure effective communication and collaboration between Country Offices and Global HQ teams. This position requires good organization skills, the ability to handle multiple tasks, and a commitment to delivering quality support. DUTIES: The main responsibilities include, but are not limited to: Support: Deliver service requests and provide basic troubleshooting for incidents, escalating more complex issues to senior team members as needed. Help train local support teams according to standard operating procedures (SOP). Adoption: Support country offices in understanding available corporate IT solutions for programmatic activities (e.g. SCOPE, SugarCRM, NEST, CIAM, School Connect, Partner Connect, CODA, PIT). Assist in preparing country offices for the adoption of new tools by helping gather requirements and sharing guidance materials. Roll-out: Provide logistical and technical support during pilot deployments, helping identify issues and collect feedback. Contribute to training and awareness sessions to help users become familiar with new IT solutions. Travel on local and international missions (as required). Collaboration and knowledge management: Maintain clear and professional communication with all stakeholders. Share updates, lessons learned, and user feedback with the wider team to support continuous improvement. DELIVERABLES AT THE END OF THE CONTRACT: Timely and effective handling of support requests, aiming to respond to at least 90% within first point of contact (FPOC) timelines. Contribution to maintaining strong incident‑resolution performance, supporting the team in meeting at least 90% SLA adherence. Demonstrated growth in technical knowledge and understanding of corporate tools. Active participation in documenting processes, solutions, and lessons learned to improve team knowledge management. DELIVERABLES AT THE END OF THE CONTRACT: Timely and effective handling of support requests, aiming to respond to at least 90% within first point of contact (FPOC) timelines. Contribution to maintaining strong incident‑resolution performance, supporting the team in meeting at least 90% SLA adherence. Demonstrated growth in technical knowledge and understanding of corporate tools. Active participation in documenting processes, solutions, and lessons learned to improve team knowledge management. QUALIFICATIONS & EXPERIENCE REQUIRED: Education: Completion of secondary school education. A university degree in information technology, computer science, or a related field is desirable. Experience: Minimum of 5 years of experience in IT support, software adoption, or digital tools implementation. Experience working in a large organisation is desirable. Knowledge & Skills: Strong customer service and communication skills (clear, patient, and user‑friendly). Basic troubleshooting skills for common software and device issues. Familiarity with digital collaboration tools (e.g. Microsoft Teams, SharePoint) and IT service management systems. Ability to deliver simple user guidance or basic training to individuals or small groups. Good problem‑solving skills, attention to detail, and reliability in follow‑through. Enthusiastic about learning new technologies and adapting to new processes. Languages: Fluency (level C) in Spanish and at least an intermediate knowledge in English (level B). Intermediate knowledge (level B) of another official UN language (Arabic or French) or Portuguese (one of WFP’s working languages) is desirable. TERMS AND CONDITIONS Number of openings: 2 Based in: Panama City, Panama Type of Contract: Service Contract Level: SC L5 Duration: 12 months This position is open to Panamanian citizens or residents with a permanent visa. Successful candidates will be placed in a roster for two (2) years. Individuals whose services are contracted under the SC (“SC holders”) are not WFP staff members, and their terms of employment are not governed by the FAO Staff Regulations and Rules. WFP LEADERSHIP FRAMEWORK WFP Leadership Framework guides to the common standards of behavior that guide HOW we work together to accomplish our mission. Click here to access WFP Leadership Framework REASONABLE ACCOMMODATION WFP is committed to supporting individuals with disabilities by providing reasonable accommodations throughout the recruitment process. If you require a reasonable accommodation, please contact: NO FEE DISCLAIMER The United Nations does not charge any application, processing, training, interviewing, testing or other fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it. Furthermore, please note that emblems, logos, names and addresses are easily copied and reproduced. Therefore, you are advised to apply particular care when submitting personal information on the web. REMINDERS BEFORE YOU SUBMIT YOUR APPLICATION All applications must be submitted exclusively through our online recruiting system. We do not consider CVs or applications sent by email, LinkedIn, or any other channel. We strongly recommend that your Workday profile is accurate and complete, and that all sections are filled in, including your employment history, academic qualifications, language skills, and UN grade (if applicable). Once your profile is completed, please apply, and submit your application. If you experience technical issues while submitting your application, you may contact us at . Please note that this email is only for technical issues with an application - unsolicited applications or documents sent to this inbox will not receive a reply . At the application stage, the only required documents are your CV and Cover Letter. Additional documents (passport, certificates, recommendation letters, etc.) may be requested later in the process. Only shortlisted candidates will be contacted and invited to proceed to the next stage of the recruitment process. All employment decisions are made on the basis of organizational needs, job requirements, merit, and individual qualifications. WFP is committed to providing an inclusive work environment free of sexual exploitation and abuse, all forms of discrimination, any kind of harassment, sexual harassment, and abuse of authority. Therefore, all selected candidates will undergo rigorous reference and background checks. No appointment under any kind of contract will be offered to members of the UN Advisory Committee on Administrative and Budgetary Questions (ACABQ), International Civil Service Commission (ICSC), FAO Finance Committee, WFP External Auditor, WFP Audit Committee, Joint Inspection Unit (JIU) and other similar bodies within the United Nations system with oversight responsibilities over WFP, both during their service and within three years of ceasing that service.