ITSM Demand Manager, Rome

WFP - World Food Programme; Roma; A distancia; EUR 61.000 - 100.000; Jornada completa

Descripción de la vacante

World Food Programme seeks an ITSM Demand Manager to align business needs with IT delivery. You will manage intake for ServiceNow ITSM, help shape the product roadmap, and coordinate backlog prioritization across stakeholder groups.

You will work in an international environment, fostering collaboration, delivering analytics, training, and change-management support to enable successful product adoption and continuous improvement. Remote, Rome-friendly arrangements available.

Formación

• 4+ years in operations or similar environments with business users.
• Strong communication and organizational skills.
• Experience with ITSM tools and service delivery in large international organizations.
• ITIL V4 knowledge desirable; CSA/PM knowledge mandatory or highly desirable.

Responsabilidades

• Manage demand intake for ServiceNow ITSM features and requests.
• Develop and maintain ServiceNow product roadmap including UX and backend enhancements.
• Evaluate, consolidate, and prioritize functional requirements aligned with roadmap and capacity.
• Ensure governance of product demand within ServiceNow ITSM with visibility of pipeline.
• Create and manage product backlogs in line with Scrum best practices.
• Engage with customers and TEC stakeholders as a bridge between support, business, and product teams.
• Coordinate adoption activities and steering committees.
• Provide reports to management with insights for decisions.

Conocimientos

ServiceNow ITSM

Product backlog management

Stakeholder engagement

Scrum

UX improvements

Data analysis

Reporting

Knowledge management

Organizational change management

Communication

Educación

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

Herramientas

EasyVista Service Manager

Microsoft Office

Descripción del empleo

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

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.

• 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: [e-mail]

We also want to be transparent about how we use AI on our side. Curious? Find out more here.

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.

If 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.

To 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.

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, physical or mental disability.

The 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.