h3ABOUT WFP /h3pThe 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: and follow us on social media to keep up with our latest news: YouTube, LinkedIn, Instagram, Facebook, Twitter, TikTok. /ph3WHY JOIN WFP? /h3pWFP 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). /ph3JOB TITLE /h3pITSM Demand Manager /ph3TYPE OF CONTRACT /h3pRegular Consultant Level 1 /ph3UNIT/DIVISION /h3pTechnology Division, TECM Foundational Technology Services /ph3DUTY STATION /h3pRemote (Rome-based working hours) /ph3DURATION /h3p11 months /ph3BACKGROUND AND PURPOSE OF THE ASSIGNMENT /h3pReporting 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. /ph3ACCOUNTABILITIES / RESPONSIBILITIES /h3ulliManage and coordinate demand intake related to ServiceNow ITSM, including new features, improvements, and service requests. /liliContribute to the development and maintenance of the ServiceNow product roadmap, including UX and backend system enhancements. /liliEvaluate, consolidate, and prioritize functional requirements and business demands in alignment with strategic priorities, the product roadmap, and resource capacity. /liliEnsure proper tracking and governance of product demand within ServiceNow ITSM,



maintaining visibility of the demand pipeline and supporting prioritization processes. /liliCreate and manage product backlogs in line with Scrum best practices, ensuring clear requirements and alignment between business needs and technical implementation. /liliMaintain strong engagement with customers and TEC stakeholders by acting as a bridge between support teams, business partners, and product teams. /liliCoordinate activities related to product adoption such as communication, user guidance, and engagement initiatives, included through the organization of steering committees. /liliIdentify opportunities and recommend improvements to products and related services by analyzing service performance, usage data, and operational metrics. /liliProvide reports and analytical insights to management to support decision-making and product improvements. /liliEvaluate customer satisfaction through continuous feedback and incorporate insights into product enhancements. /liliFoster collaboration across teams to promote service adoption and continuous improvement. /liliDevelop training frameworks for products in the portfolio. /liliProduce communication materials aligned with TEC’s communication strategy to support product adoption and awareness. /liliContribute to Knowledge Management initiatives and support the TEC KM action plan within the branch and division. /liliPromote Organizational Change Management practices across the organization to support the successful adoption of product changes and new capabilities. /liliSupport and coordinate activities during the Business-As-Usual phase of the product lifecycle. /liliCoordinate Product Management activities for the Global Service Management Tools EasyVista ITSM, ensuring alignment with organizational objectives and TEC strategy. /liliSupport the EasyVista team’s activities while promoting the Product Management strategy and contributing to its continuous evolution and maturity. /li /ulh3QUALIFICATIONS EXPERIENCE REQUIRED /h3pEducation: University Degree in Computer Science, Business Administration, Economics or International Relations. /ppExperience: 4+ years of experience in operations or similar environments collaborating with business users, preferably in large international organizations.



/pulliExcellent communication and interpersonal skills /liliGood organizational skills and high level of attention to details /liliBusiness IT strategy experience /liliIntermediate to advanced knowledge of Microsoft Office tools /liliBasic knowledge of IT including experience of using Windows and Databases /liliKnowledge and experience with EasyVista Service Manager is highly desirable /liliITIL Fundamental V4 certification is highly desirable /liliServiceNow Certified System Administrator (CSA), Technical Project Manager or/and Business Process Analyst knowledge is mandatory /li /ulpLanguages: 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. /ph3WFP LEADERSHIP FRAMEWORK /h3pWFP Leadership Framework guides to the common standards of behavior that guide HOW we work together to accomplish our mission. /ppClick here to access WFP Leadership Framework /ph3REASONABLE ACCOMMODATION /h3pWFP is committed to supporting individuals with disabilities by providing reasonable accommodations throughout the recruitment process. If you require a reasonable accommodation, please contact: /ppWe also want to be transparent about how we use AI on our side. Curious? Find out more here. /ppNo 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. /ppIf you used to have an account on our previous platform, please note that you will need to create a new account for future applications. However, this change will not affect any ongoing recruitment processes. /ppTo ensure that WFP is able to deliver on its mandate, a range of contract types exist depending on the duration and nature of work. Find out more here. /ppWFP 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, physical or mental disability. /ppThe United Nations World Food Programme is the 2020 Nobel Peace Prize Laureate. We are 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. /p #J-18808-Ljbffr

📌 ITSM Demand Manager (Italia)
🏢 Wfp - World Food Programme
📍 Italia