ITSM Demand Manager

DEADLINE FOR APPLICATIONS

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 extreme weather shocks.

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: https://www.wfp.org 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 TITLE: ITSM Demand Manager

TYPE OF CONTRACT: Regular Consultant Level 1

UNIT/DIVISION: Technology Division, TECM Foundational Technology Services

DUTY STATION (City, Country): Remote (Rome-based working hours)

DURATION: 11 months

BACKGROUND AND PURPOSE OF THE ASSIGNMENT:

Reporting directly to the Global Service Management Tool (GSMT) Lead and under the general supervision and guidance of the Chief of Technology Foundational Services and the Head of IT Support Services, the Demand manager is responsible for aligning business needs with IT delivery by managing the intake, evaluation, and prioritization of demands.

ACCOUNTABILITIES/RESPONSIBILITIES:

• Manage and coordinate demand intake related to ServiceNow ITSM, including new features, improvements, and service requests.

• Contribute to the development and maintenance of the ServiceNow product roadmap, including UX and backend system enhancements.

• Evaluate, consolidate, and prioritize functional requirements and business demands in alignment with strategic priorities, the product roadmap, and resource capacity.

• Ensure proper tracking and governance of product demand within ServiceNow ITSM, maintaining visibility of the demand pipeline and supporting prioritization processes.

• Create and manage product backlogs in line with Scrum best practices, ensuring clear requirements and alignment between business needs and technical implementation.

• Maintain strong engagement with customers and TEC stakeholders by acting as a bridge between support teams, business partners, and product teams.

• Coordinate activities related to product adoption such as communication, user guidance, and engagement initiatives, included through the organization of steering committees.

• Identify opportunities and recommend improvements to products and related services by analyzing service performance, usage data, and operational metrics.

• Provide reports and analytical insights to management to support decision-making and product improvements.

• Evaluate customer satisfaction through continuous feedback and incorporate insights into product enhancements.

• Foster collaboration across teams to promote service adoption and continuous improvement.

• Develop training frameworks for products in the portfolio.

• Produce communication materials aligned with TEC’s communication strategy to support product adoption and awareness.

• Contribute to Knowledge Management initiatives and support the TEC KM action plan within the branch and division.

• Promote Organizational Change Management practices across the organization to support the successful adoption of product changes and new capabilities.

• Support and coordinate activities during the Business-As-Usual phase of the product lifecycle.

• Coordinate Product Management activities for the Global Service Management Tools EasyVista & ITSM, ensuring alignment with organizational objectives and TEC strategy.

• Support the EasyVista team’s activities while promoting the Product Management strategy and contributing to its continuous evolution and maturity.

QUALIFICATIONS & EXPERIENCE REQUIRED:

Education: University Degree in Computer Science, Business Administration, Economics or International Relations.

Experience: 4+ years of experience in operations or similar environments collaborating with business users, preferably in large international organizations.

Knowledge & Skills:

• Excellent communication and interpersonal skills

• Good organizational skills and high level of attention to details

• Business & IT strategy experience

• Intermediate to advanced knowledge of Microsoft Office tools

• Basic knowledge of IT including experience of using Windows and Databases

• Knowledge and experience with EasyVista Service Manager is highly desirable

• ITIL Fundamental V4 certification is highly desirable

• ServiceNow Certified System Administrator (CSA), Technical Project Manager or/and Business Process Analyst knowledge is mandatory

Languages: Fluency in oral and written English is essential. Intermediate knowledge of another official UN language (Arabic, Chinese, French, Russian and Spanish) or Portuguese

(one of WFP’s working languages) is desirable.

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:  global.inclusion@wfp.org

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 global.hrerecruitment@wfp.org. 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.