Microsoft 365 Product Support Specialist

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 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: 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: Microsoft 365 Product Support Specialist
TYPE OF CONTRACT: Regular Consultant, level 1
UNIT/DIVISION: Workplace Services (TECM) / IT Division (TEC)
DUTY STATION (City, Country): Remote
DURATION: Until 31/12/2026

BACKGROUND AND PURPOSE OF THE ASSIGNMENT:
The Collaboration Tools Team, within the Foundational Technology Services branch (TECM), serves as
a strategic enabler of WFP’s digital productivity and collaboration. The team is accountable to ensure
the collaboration suite of tools are secure, robust, and efficiently managed. Beyond reactive technical
support, the team focuses on proactive user empowerment, risk mitigation, and to enhance
collaboration organization-wide. By improving and optimizing the use of these tools, the team enhances
WFP's ability to coordinate and deliver on its mandate.
Under the overall direction of the Chief of TECM Branch, the Workplace Services Lead, and under the
direct supervision of the Collaboration Tools Lead, the Microsoft 365 Product Support Specialist
contributes to the effective day-to-day support and operational management of corporate
collaboration platforms. The role focuses on ensuring service continuity, reliability, and timely
resolution of issues related to the assigned product portfolio, while coordinating activities within the
team and with relevant internal and external partners such as other UN agencies and vendors
operating under Long-Term Agreements (LTAs) as needed.
The role combines hands-on expertise in collaboration tools with strong user support skills, covering
incident and service request management, user guidance and training, documentation and SOPs, issue
analysis, and continuous service improvement.

ACCOUNTABILITIES/RESPONSIBILITIES:
1. Manage service requests via the Global Service Management Tool and provide expert support
and administration for Microsoft 365 collaboration tools and DocuSign eSignature, including
integrations and configuration.
2. Troubleshoot user issues through one-to-one and group support sessions, capturing and
documenting requirements for incident resolution and service requests.
3. Deliver user training (formal and ad-hoc) and develop knowledge base documentation and
guidance materials for corporate collaboration tools.
4. Design and maintain internal support workflows (Power Automate) and operational dashboards
and reports (Power BI) to support TECM service monitoring and performance tracking.
5. Coordinate with other TEC teams and monitor Microsoft 365 updates to anticipate impacts,
ensure service continuity, and keep the organization up to date, performing other supportrelated
duties as required.
6. Perform other support-related duties as required.

DELIVERABLES AT THE END OF THE CONTRACT:
1. Standardized package of resources for end users
2. Documentation for the different corporate products, kept up-to-date and regularly
reviewed.
3. Communication materials effectively disseminated and actively used by users.
4. Workflows and Standard Operating Procedures (SOPs) properly documented and agreed
upon among relevant stakeholders.
5. Support sessions delivered to requesting Business Units.
6. Structured organization of information managed by the team to ensure all resources are
up-to-date and accessible to relevant stakeholders.
7. Proactive support across all activities to ensure alignment and harmonization.

QUALIFICATIONS & EXPERIENCE REQUIRED:
Education: University degree in Information Technology, Software Engineering, or another
relevant technical field.
Experience: At least 3+ years of professional experience in IT service support. Including at least
3-years supporting Microsoft 365 collaboration platforms, with a strong focus on
end-user support and basic administrative activities. A minimum of 1 year of
hands-on experience supporting an eSignature solution, such as DocuSign, for both
troubleshooting and administrative tasks.
Knowledge
& Skills:
• Strong hands-on experience with Microsoft 365 collaboration tools and DocuSign
eSignature, including end-user support and basic administrative configuration
(users, groups, permissions, integrations).
• Proven IT support experience, with solid knowledge of service management
tools, incident and service request handling, and cross-team coordination within
an enterprise IT environment.
• Strong analytical, problem-solving, and organisational skills, with the ability to
assess user issues, manage expectations, and deliver timely, solution-oriented
support.
• Excellent written and verbal communication skills, with the ability to
communicate clearly and effectively in multicultural environments.
• Desirable: Relevant professional certifications related to Microsoft 365 platforms,
Agile methodologies, and IT service management.
Languages: Fluency in oral and written English with an 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.