Organizational context
The World Food Programme (WFP) is the world's largest humanitarian organization, dedicated to saving lives and building a pathway to peace and prosperity. WFP operates in diverse and challenging environments, utilizing food assistance to support people recovering from conflict, disasters, and extreme weather. The organization values diversity, inclusion, and a high-performing workforce committed to its mission.
Job purpose
The M365 Product Support Specialist will be instrumental in ensuring the secure, robust, and efficient management of WFP's core Microsoft 365 platform. This role focuses on providing day-to-day support and operational management for collaboration tools like SharePoint Online, Teams, OneDrive, Exchange Online, and the Power Platform. The specialist will manage software licensing, administer M365 services, oversee service health, and implement optimized administrative processes. Key responsibilities include proactive user empowerment, risk reduction, and enhancing organization-wide productivity through effective tool utilization. The role also involves developing documentation, providing high-level technical support for key meetings, and contributing to continuous service improvement based on user feedback and data analysis.
Responsibilities
The M365 Product Support Specialist will be responsible for the comprehensive management and support of the World Food Programme's Microsoft 365 platform. This includes overseeing software licensing, ensuring efficient assignment, optimization, renewals, and vendor coordination.
The role involves administering and supporting core M365 services such as SharePoint Online, Teams, OneDrive, Exchange Online, and the Power Platform, including user access, permissions, licenses, and security configurations. A key responsibility is the setup and governance of Power Platform and Copilot environments. The specialist will monitor M365 service health, coordinate issue resolution, and communicate impacts to stakeholders. SharePoint governance, including permissions, sharing, archiving, and compliance, is also crucial. The position requires implementing optimized administrative processes, identifying automation opportunities, and contributing to continuous service improvement through user feedback analysis and data-driven insights. Developing and maintaining documentation, procedures, and knowledge articles is essential. Additionally, the role involves providing high-level technical support for significant WFP staff meetings and events, ensuring seamless operation of collaboration tools during critical engagements. This position plays a vital role in enhancing user productivity and ensuring the security and efficiency of WFP's foundational technology.
Education
A degree in Information Technology,
Information Systems, Computer Science, Engineering, Social Sciences, or a related field is required. Professional certifications in areas such as Microsoft 365, Power Platform, Copilot, Licensing Management, IT Service Management, and Cloud Technologies are highly desirable. Additionally, certifications in ITIL, project management, scripting, business intelligence, or service management methodologies are considered an asset.
Work experience
Requires at least 6 years of professional experience in end-user technology support and administration, with a minimum of 5 years specifically in Microsoft cloud services, including Microsoft 365 administration. Strong experience with Microsoft 365, Power Platform, and Copilot administration is essential, particularly in software license management. Experience in service governance, operational support, stakeholder engagement, automation, data analysis, and process improvement is highly desirable.
Skills
Microsoft 365 Administration, Power Platform, Copilot, SharePoint Online, OneDrive, Exchange Online, Software Licensing Management, IT Service Management, Cloud Technologies, Customer Service, Stakeholder Management, Data Analysis, Process Improvement, Automation, Technical Support, Documentation, Meeting Facilitation, English Communication
Required languages
English, Arabic, Chinese (Mandarin), French, Russian, Spanish, Portuguese
Desired languages
English, Arabic, Chinese (Mandarin), French, Russian, Spanish, Portuguese
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📌 Product Support Specialist (Roma)
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