IT Operations Assistant (ITSM Configuration)

World Food Programme; Delhi; On-site; INR 900,000 - 1,400,000; Full time

Job summary

World Food Programme (WFP) seeks an IT Operations Assistant (ITSM Configuration) for its TEC division in New Delhi, India. The role focuses on administering, configuring, and improving ITSM platforms to support business processes and service delivery.

Based in New Delhi, the incumbent will work in Europe time zone as required and contribute to planning, deployments, and training. A 5+ year IT background and English fluency are essential.

Qualifications

• Five years or more experience in IT domain.
• Proficient in ITSM concepts and service management.
• Fluent English communication skills.

Responsibilities

• Perform system maintenance and diagnostics to ensure reliable ITSM platforms.
• Maintain IT equipment and ensure data security and access controls.
• Prepare files and systems for inventory and archival updates.

Skills

IT operations

English proficiency

Analytical thinking

Team collaboration

Education

Undergraduate degree in Computer Science

Tools

ServiceNow

CMDB

EasyVista ITSM

Job description

DEADLINE FOR APPLICATIONS

18 November 2026-23:59-GMT+05:30 India Standard Time (Kolkata)

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).

TERMS AND CONDITIONS

This vacancy is open to Indian National only.

This vacancy is open to internal and external candidates.

A Written test will be used for Screening Candidates.

Only recommended candidates will be retained on roster for a period of two years and may be considered for similar positions from roster.

The salary for this position is non-taxable (subject to medical and pension deduction). The incumbent will be entitled to benefits related medical, pension, leave as per WFP policy.

VACANCY DETAILS

Job Title: IT Operations Assistant (ITSM Configuration)

Grade: GS5

Type of Contract: Fixed Term

Duration: 1 Year (Renewable)

Reporting To: IT Officer

Duty Station: New Delhi

Date of Publication: October 27, 2026

Deadline of Application: November 18, 2026

JOB PURPOSE

WFP is seeking to hire IT Operations Assistants, based at the offshore team of TEC division in New Delhi, India. The interested candidate must be willing to work in Europe time zone as per the business need.

The role supports the administration, configuration, and continuous improvement of WFP’s IT Service Management (ITSM) platforms. It ensures ITSM solutions effectively support business processes, service delivery, and operational efficiency. The position contributes to platform enhancements, workflow automation, and the ongoing evolution of ITSM capabilities, including the adoption of ServiceNow.

KEY ACCOUNTABILITIES (not All-inclusive, Nor Exhaustive)

• Carry out system maintenance tasks, such as performing monitoring tasks, running system diagnostics, and system optimisation, to ensure they are running effectively and enable easy and efficient use.
• Maintain technology, including standard repairs, configuration, and storage, in accordance with data security and access controls to ensure IT equipment required for WFP staff is available.
• Prepare files and systems for inventory and archives, such as website content and directories, to ensure information is accurate and up to date.
• Allocate tasks to other colleagues, ensuring that tasks are delivered to agreed standards and deadlines, to support the effective delivery of services.
• Respond to a variety of queries about technology and systems in order to assist WFP staff to deliver their services.
• With support of senior colleagues, provide standard training to end users of technology and systems to ensure staff use standard technology and systems effectively.
• Perform routine deployments of server hardware and software, including testing and the identification of problems, to contribute to the effective functioning of technology.
• Responsible for maintaining information records such as updating web pages and statistical databases to ensure the information is current and well organised.
• Install, operate and maintain telecommunications systems and equipment, to ensure optimal services in compliance with standard operations procedures.
• Support the development of standard material such as training documentation and web content on behalf of senior officers, to ensure staff have access to required information about IT services and products.
• Suggest improvements to methods and processes to support the continuous improvement of IT services.
• Follow set emergency response processes and procedures as required to provide support in enabling emergency food assistance needs to be met.

OTHER DUTIES

• Perform day-to-day administration, maintenance, and support of the ITSM platform, and develop, configure, and enhance core applications, including the service catalogue, incident management, problem management, change management, and request fulfilment in coordination with different stakeholders
• Assist to Create and configure Business Rules, UI Policies, Client Scripts, and UI Actions in ServiceNow to align with business processes, and design and build user-friendly interfaces on the Service Portal, seeking support from senior colleagues
• Collaborate with department heads and business partners to gather and document requirements for new services and workflows.
• Provide support to Design, develop, and implement new service catalogue items and automated workflows, managing their end-to‑end lifecycle from requirement gathering to deployment and maintenance, in compliance to standard operating procedures
• Support the migration of services from the existing ITSM platform to ServiceNow and assist in testing and deploying platform updates and new releases.
• Monitor the health, usage, and overall compliance of the ITSM platform, providing reports and analysis to reporting line and develop system integrations and process automation to improve efficiency.
• Serve as a technical escalation point for ITSM platform-related issues, create and maintain process documentation and training materials, and adhere to incident management and change management procedures.

EDUCATION

Completion of secondary school education. A post-secondary certificate in the related functional area is desirable. An Undergraduate University Degree in Computer Science is preferable.

LANGUAGE

Fluent oral and written communication skills in English.

EXPERIENCE & SKILLS

At least five years’ experience in IT domain.

DESIRED EXPERIENCES FOR ENTRY INTO THE ROLE

• Has experience analysing service management results and development service enhancement recommendations.
• Has participated in business process re‑engineering efforts and identified service management improvements.
• Has experience participating in country office procurement/budgeting process.
• Relevant professional certifications, such as ServiceNow Certified System Administrator (CSA), ServiceNow Certified Application Developer (CAD) and ITIL Foundation.
• Has Experience with Configuration Management principles and the management of a Configuration Management Database (CMDB)
• Has experience in core ITIL processes, including Service Catalogue Management, Incident Management, Problem Management, Change Management, and Request Fulfilment.
• Proven ability in Service Design, including gathering business requirements and translating them into functional service offerings and workflows.
• Has experience with Agile methodologies and software development lifecycle (SDLC).
• Has troubleshooting skills with the ability to analyze complex technical problems logically.
• Experience with EasyVista ITSM is a plus

DESIRED SOFT SKILLS

• Excellent communication skills are required. Must be courteous, punctual, conscientious, patient, dependable, enthusiastic, and self‑motivated
• Ability to work with people from different backgrounds.
• Demonstrate confidence and cognitive capacity to assimilate different perspectives