M365 Product Support Specialist

WFP - World Food Programme; Roma; In loco; EUR 70.000 - 90.000; Tempo pieno

Descrizione del lavoro

World Food Programme (WFP) in Rome, Italy, seeks a M365 Product Support Specialist to administer and optimize Microsoft 365 environments, Power Platform, and Copilot. You will manage licenses, access, security groups, and governance, while driving service improvement through automation and documentation.

The role requires 6+ years in end-user technology support and strong English communication. It offers a regular consultative contract and a chance to impact enterprise collaboration.

Competenze

• Degree in Information Technology, Information Systems, Computer Science, Engineering, Social Sciences, or related fields.
• Professional certifications in Microsoft 365, Power Platform, Copilot, Licensing Management, IT Service Management, Cloud Technologies, or related areas are highly desirable.
• Certifications in ITIL, project management, scripting, business intelligence, or service management methodologies are considered an asset.
• Experience: At least 6 years of professional experience in end-user service-oriented technology support, administration, and related activities.
• Experience: At least 5 years of professional experience working with Microsoft technologies and cloud services, including Microsoft 365 administration and support.
• Strong experience administering Microsoft 365, Power Platform, and Microsoft Copilot services, with particular emphasis on software license management, including license assignment, optimization, reporting, forecasting, renewals, and cost management.
• Experience in service governance, operational support, stakeholder engagement, automation through scripting, data analysis, and process improvement initiatives is highly desirable.
• Excellent communication and interpersonal skills, with the ability to work effectively with users, technical teams, management, and external stakeholders.
• Excellent written and verbal English communication skills, with experience preparing emails, reports, procedures, documentation, and knowledge articles.
• Strong customer service, stakeholder management, and meeting facilitation skills, with the ability to manage expectations and coordinate activities across multiple teams.
• Strong analytical, problem-solving, and organizational skills, with the ability to manage multiple priorities and identify opportunities for service improvement and automation.
• In-depth knowledge of Microsoft 365, Power Platform, Copilot, licensing management, and administration of enterprise collaboration and productivity services.
• 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.

Mansioni

• Accountable and responsible for software licensing, including assignment, optimization, renewals, forecasting, reporting, and vendor coordination to support effective service management and decision-making.
• Responsible to administer and support Microsoft 365 services, including SharePoint Online, Teams, OneDrive, Exchange Online, Power Platform, and Copilot, managing user access, permissions, licenses, security groups, and service configurations.
• Responsible for setup of Power Platform and Copilot environments, including users, permissions, licensing, and governance activities.
• Oversee the monitor of Microsoft 365 service health, coordinate issue resolution, and communicate service impacts to stakeholders.
• Responsible for SharePoint governance activities, including permissions, sharing controls, archiving, compliance, and stakeholder communications.
• Responsible for the implementation of optimized administrative processes, identify automation opportunities, and contribute to continuous service improvement.
• Responsible for the analysis of user feedback, support trends, and data to identify service improvements.
• Responsible for the development and maintenance of documentation, procedures, knowledge articles, and administrative guidelines.
• Responsible for technical support of high-level WFP staff meetings (Executive Board, WFP All Staff, Webcast Events).
• Perform other related duties as required.

Conoscenze

Communication

Customer service

Stakeholder management

English proficiency

Analytical thinking

Problem solving

Organizational skills

Documentation

Team collaboration

Attention to detail

Formazione

Degree in Information Technology, Information Systems, Computer Science, Engineering, Social Sciences, or related fields

Strumenti

Microsoft 365

Power Platform

Copilot

Licensing Management

IT Service Management

Cloud Technologies

Descrizione del lavoro

DEADLINE FOR APPLICATIONS

27 September 2026-23:59-GMT+01:00 Central European Time (Rome)

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

M365 Product Support Specialist

TYPE OF CONTRACT

Regular Consultant Level 2

UNIT/DIVISION

Workplace Services team / Foundational Technology Branch (TECM) / TEC Division (IT Division)

DUTY STATION

Rome, Italy

DURATION

11 months, in duty station

BACKGROUND AND PURPOSE OF THE ASSIGNMENT

The Collaboration & Productivity Team, within the Foundational Technology Services branch (TECM), serves as the foundational, operational core of WFP's use of Microsoft 365 tools: the organization's most-used platform that everyone depends on. The team is accountable to ensure the full suite of tools are secure, robust, and efficiently managed. Beyond reactive technical support, the team delivers proactive activities to empower users, reduce risk, and to enhance productivity organization-wide. By improving and optimizing the use of these tools, the team enhances every WFP team member to deliver on their role. Under the overall direction of the Chief of TECM Branch, the Workplace Services Lead, and under the direct supervision of the Collaboration & Productivity Team Lead, the M365 Support Specialist contributes to the effective day-to-day support and operational management of core corporate collaboration platforms.

Equal Employment Opportunity

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.

ACCOUNTABILITIES/RESPONSIBILITIES

• Accountable and responsible for software licensing, including assignment, optimization, renewals, forecasting, reporting, and vendor coordination to support effective service management and decision-making.
• Responsible to administer and support Microsoft 365 services, including SharePoint Online, Teams, OneDrive, Exchange Online, Power Platform, and Copilot, managing user access, permissions, licenses, security groups, and service configurations.
• Responsible for setup of Power Platform and Copilot environments, including users, permissions, licensing, and governance activities.
• Oversee the monitor of Microsoft 365 service health, coordinate issue resolution, and communicate service impacts to stakeholders.
• Responsible for SharePoint governance activities, including permissions, sharing controls, archiving, compliance, and stakeholder communications.
• Responsible for the implementation of optimized administrative processes, identify automation opportunities, and contribute to continuous service improvement.
• Responsible for the analysis of user feedback, support trends, and data to identify service improvements.
• Responsible for the development and maintenance of documentation, procedures, knowledge articles, and administrative guidelines.
• Responsible for technical support of high-level WFP staff meetings (Executive Board, WFP All Staff, Webcast Events).
• Perform other related duties as required.

QUALIFICATIONS & EXPERIENCE REQUIRED

• Education: Degree in Information Technology, Information Systems, Computer Science, Engineering, Social Sciences, or related fields.
• Professional certifications in Microsoft 365, Power Platform, Copilot, Licensing Management, IT Service Management, Cloud Technologies, or related areas are highly desirable.
• Certifications in ITIL, project management, scripting, business intelligence, or service management methodologies are considered an asset.
• Experience: At least 6 years of professional experience in end-user service-oriented technology support, administration, and related activities.
• Experience: At least 5 years of professional experience working with Microsoft technologies and cloud services, including Microsoft 365 administration and support.
• Strong experience administering Microsoft 365, Power Platform, and Microsoft Copilot services, with particular emphasis on software license management, including license assignment, optimization, reporting, forecasting, renewals, and cost management.
• Experience in service governance, operational support, stakeholder engagement, automation through scripting, data analysis, and process improvement initiatives is highly desirable.

• Excellent communication and interpersonal skills, with the ability to work effectively with users, technical teams, management, and external stakeholders.
• Excellent written and verbal English communication skills, with experience preparing emails, reports, procedures, documentation, and knowledge articles.
• Strong customer service, stakeholder management, and meeting facilitation skills, with the ability to manage expectations and coordinate activities across multiple teams.
• Strong analytical, problem-solving, and organizational skills, with the ability to manage multiple priorities and identify opportunities for service improvement and automation.
• In-depth knowledge of Microsoft 365, Power Platform, Copilot, licensing management, and administration of enterprise collaboration and productivity services.

• 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: [e-mail]

WFP CARRYING VALUES

Integrity, collaboration, commitment, humanity, inclusion. These values inspire everything we do every day, allowing us to work towards a world with zero hunger. You can read more about the values here.