World Food Programme (WFP) – Business Transformation Officer – Regional Service Support.

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The United Nations World Food Programme (WFP) seeks individuals of the highest integrity and professionalism who share our humanitarian principles

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, color, national origin, ethnic or social background, genetic information, gender, gender identity and/or expression, sexual orientation, religion or belief, HIV status, physical or mental disability.


The mission of WFP is to help the world achieve Zero Hunger in our lifetime. Every day, WFP works worldwide to ensure that no child goes to bed hungry and that the poorest and most vulnerable, particularly women and children, can access the nutritious food they need. 

The WFP Regional Bureau for Eastern Africa (RBN) is based in Nairobi and provides strategic direction, technical guidance, resource mobilization, and management support to WFP operations and activities in ten countries: Burundi, Djibouti, Eritrea, Ethiopia, Kenya, Rwanda, Somalia, Sudan, South Sudan, and Uganda.


The World Food Programme has developed and is continuing to enhance and maintain a set of digital solutions to help in managing:

  • the identities and entitlements of its beneficiaries,
  • the operational parameters of the programmes that transfer benefits to them, and
  • the assurances and insights to ensure related risks are properly managed
  • transparency across the programme cycle.

This includes SCOPE, WFP’s beneficiary and transfer management platform that supports the WFP programme intervention cycle from a technical perspective. The SCOPE platform is a web-based application used for beneficiary registration, intervention setup, distribution planning, transfer and distribution reporting.  While there is a current focus and scale-up/enhancement related to cash-based transfers, SCOPE is intended and being developed to fully support all WFP transfer modalities: in-kind, voucher and cash for a variety of project activities. As an extension and over the next couple of years, WFP also plans to develop a broad array of digital assistance services (DAS) and tools beyond those related to the current SCOPE capabilities.

To support users in their ability to maximize the various digital platforms, there is a dedicated Service Support function servicing the globe. The SCOPE Service Support (Operations) team is based in Nairobi, Kenya with extended presence in each of WFP’s regional bureaux. The team provides technical support to over 3000 WFP users in 60 Country Offices as well as to external users. To ensure the effective operation of the Service Operations function, additional SCOPE Regional Support positions are required at the Regional Bureau.

Under the overall responsibility of the Regional Digital Assistance Services Officer – (DASO), the incumbent will be responsible to provide and cover a second level support/business analyst role in supporting country offices (COs) in the operationalization of SCOPE and related DAS for WFP and/or partners in the region. The incumbent should expect frequent missions to countries with SCOPE/DAS/ Digital operations. 



  • An advanced university degree in business management, computer science, telecommunications engineering/social sciences or relevant degree or, First University degree with additional years of related work experience or trainings/courses.
  • Training and knowledge of business analysis methodologies would be an asset.

Working Experience:

  • At least 6 years of progressively responsible experience in IT support / System support / Application support in humanitarian aid operations.

Knowledge & Skills:

  • In-depth knowledge of IT Service Management processes such as Incident, Problem, Change, Access and Configuration Management, according to ITIL v.3 best practices.
  • Experience on business analysis troubleshooting procedures, such as diagnosis and rectification of errors.
  • Customer oriented oral and written communication skills.


  • Proficiency in English is required.  Knowledge of another UN official language is desirable.

KEY ACCOUNTABILITIES (not all-inclusive)

  • Log all relevant incidents/service requests details, allocating categorization and prioritization codes.
  • Provide troubleshooting and validation of incidents as 2nd line support to the WFP Country Offices in general but specifically to the Country Offices in their respective regions.
  • Provide accurate and timely diagnosis and rectification of faults reported by the CO team or Service Operations team.
  • Resolve or escalate incidents and service requests according to established procedures.
  • Work proactively to ensure prompt resolution of support issues and the highest possible levels of end user satisfaction.
  • Liaise with Digital Product Development team and SCOPE Service Support team in Nairobi when new functionality is introduced and support its implementation.
  • Participate in testing release candidates.
  • Assist in writing region-specific application usage and troubleshooting guidance instructions when applicable.
  • Manage high severity incidents, to ensure the correct reporting, escalation and resolution
  • Perform initial analysis for Incidents that can become Change Requests or Problems.
  • Report weekly to the Regional Business Transformation officer, together with the DASO-OPS, on issues that require higher level escalation.
  • Respond to incident requests within SLA timelines.
  • Work within the rules, guidelines, principles and deadlines of the SCOPE agile (Scrum) solution process.
  • Work within the rules, guidelines, principles of ITIL service management.
  • Perform testing and execute test plans.
  • Perform any other duties as required.


  • SCOPE/DAS/ Digital Transformation operational needs and requirements defined, and workable options developed for priority COs.
  • SCOPE/DAS/ Digital Transformation solutions tailored and developed to meet specific CO operational needs.
  • SCOPE/DAS/ Digital Transformation solutions implemented and fully leveraged to enable delivery of WFP assistance in a cost-efficient manner in the prioritized countries in the region.
  • On-going direct support to CO SCOPE/DAS/ Digital Transformation operations is provided as required.


Type of Contract:

Fixed Term Contract

Duty Station:

Nairobi Regional Bureau, Kenya

Contract Duration: 

12 Months



May 13, 2022

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.




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