DEADLINE FOR APPLICATIONS 15 April 2026-23:59-GMT+01:00 Central European Time (Rome) 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 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 : Digital Solutions Officer Type of Contract: CST I Unit/Division: TEC Development and Delivery Branch (TECD) Duty Station (City, Country): Remote Duration: 31 December 2026 ORGANISATIONAL CONTEXT Assisting more than 100 million people in over 80 countries each year, the World Food Programme (WFP) is the leading humanitarian food security organisation - saving and changing lives, delivering food assistance in emergencies, and working with communities to improve nutrition and build resilience. To achieve its mandate, WFP must ensure that it reaches the right people and that it manages its relationship with those individuals and their communities in a responsible, accountable, and effective manner. Within the TEC Division, the CRM Competence Centre (CRM CC) works to define, develop and deliver guidance, tools, standards, and capabilities to support functions and COs in implementing case management mechanisms that meet WFP’s CRM needs to include Community Feedback Mechanisms (CFM) assurance standards and Minimum Monitoring Requirements for Process Monitoring (PM). In particular, the team focuses on: 1.Developing, and maintaining the CFM and PM standardization package that provides guidance, tools, and template in support of the operationalization of Monitoring & Feedback standards throughout the organization. 2.Support in-person or remote preparedness and emergency missions to set up robust CFMs and PM case management systems, able to respond to shocks. 3.Monitor and report on CFM’s and PM case management performance at the corporate level. 4.Systematising the collection, management, mixed-method analysis, and presentation of CFM and PM data with a focus on utilization to achieve improved people-centred programming. 5.Developing, implementing, and maintaining a digital solution package to support the intake, actioning, and resolution of CFM and PM cases. 6.Onboarding COs to the standard CFM and PM digital solutions to ensure harmonization of information and technical support. 7.Within the global assurance project, provide technical support in strengthening 31 high-risk CO’s CFMs and PM case management in line with CFM assurance standards and PM Minimum Monitoring Requirements. 8.Support all WFP CO’s with T1 beneficiaries to implement, scale up, or strengthen CFMs and PM case management that meet WFP assurance standards. JOB PURPOSE Within the TEC CRM CC and under the direct supervision of its coordinator, the incumbent will provide support to COs, regional offices, and relevant HQ units in implementing/utilising SugarCRM and additional monitoring and feedback related digital solutions. The incumbent will liaise closely with COs and prioritize as needed to ensure relevant and timely technical support is provided to COs. They will collaborate closely with the SugarCRM official vendor for streamlining the licensing process and providing adequate and timely troubleshooting, development, and configuration support to all WFP offices, including deployments to emergency and non-emergency contexts for system set-up and system updates. The incumbent will support the digital solutions manager in updating unit’s digital roadmap and development and support identification and implementation of a suite of technological tools to enhance functionality of the corporate monitoring and feedback systems in all WFP offices. They will ensure full integration of their output with corporate data systems and overall WFP data strategy. The incumbent will be home-based with travel to regional bureaux and country offices as required, including travel to hardship duty stations. The incumbent is expected to spend up to 40% of their time deployed to support regional bureaux and/or countries. KEY ACCOUNTABILITIES (not all-inclusive, within delegated authority): General digital support 1. Support the development/collection of programme requirements for effective operation of SugarCRM, systems, translate into IT solution requirements, and ensure appropriate implementation of them across WFP COs. 2. Engage with COs to integrate their monitoring & feedback requirements for intake forms and process automation with corporate digital standards, in both CO onboarding and mature digital contexts. 3. Maximise the value of SugarCRM as a monitoring and feedback database and case management tool and ensure requirements including end-user needs and constraints are incorporated in the product and service/support package. 4. Contribute to the SugarCRM Product Roadmap outlining the evolution of adopted IT solutions ensuring it remains aligned with the relevant Digital Business Roadmap and/or Country Strategic Plan. 5. Collaborate with implementation teams and relevant technical specialists to determine activities for the successful delivery, roll-out, use, governance, and maintenance of SugarCRM and other adopted, CFM IT solutions. 6. Provide roll out and adoption support including change management activities as required, and organising support and end-user training for SugarCRM. 7. Collect standards and provide technical and implementation support for development and implementation of various APIs with SugarCRM. 8. Cooperate with related audits, Technology Division reviews and with implementation of extraordinary measures to promptly address any technical concerns. 9. Track, update, and maintain SugarCRM budget (including support & maintenance costs) 10. Review the licensing process and explore/identify solutions for streamlining and improving efficiency of the process. 11. Develop a CO service-package and SOP for SugarCRM. 12. Develop and maintain a WFP SugarCRM FAQ document. Cross-Cutting 1.Support the digital solutions manager in identifying and developing a package of Monitoring & Feedback digital solutions. 2.Provide support to the CRM CC manager in mapping relevant internal TEC processes (such as DAB) and ensure systematic inclusion of the businesses in the process. 3.Perform any other relevant and reasonable duties as required. 4.Contribute to the development of a CFM in-emergencies digital solutions package (including, but not limited to SugarCRM) and carry out full range of field-implementation/deployment of the solution as needed. Other 5.Provide other relevant support as required. REQUIRED AND DESIRED EXPERIENCES FOR ENTRY INTO THE ROLE: 1.Five years of progressively responsible professional experience in computer science, software development and management or related field is required. Experience in product management in humanitarian organisations strongly preferred. 2.In-depth knowledge and proficiency with product management (vision and product strategy), product backlog management (analyse, create, refine, and prioritise product backlog items), Agile Scrum and mainstream software design & development methodologies required. 3.Familiarity with SugarCRM and/or other CRM technologies is preferred 4.Knowledge of personal data privacy and protection required. 5.Experience with business process automation in an enterprise environment 6.Experience deploying in enterprise production environments is required. 7.Ability to work with a diverse population of people of different national and cultural backgrounds, particularly valuing respectfulness and inclusively leveraging everyone's talents is required. 8.Technical fluency in the use of basic WFP corporate tools for the management of data (Microsoft Office Suite, Tableau) and familiarity with SugarCRM and/or other third-party or custom tools for the centralised management of beneficiary data required. 9.Strong customer empathy and a passion for building great user experiences across web and mobile devices required. 10.Experience with multi-vendor project and delivery coordination and management is strongly desired. 11.Experience developing/implementing CRM solutions in humanitarian settings is strongly preferred. 12.Strong customer empathy and a passion for building great user experiences across web and mobile devices. 13.Knowledge of WFP data management processes strongly preferred. STANDARD MINIMUM ACADEMIC QUALIFICATIONS: Education: University degree in computer science, mathematics, software engineering, information sciences or related field. Language: Fluency (level C) in English language is required. Knowledge additional official UN language (Arabic, Chinese, French, Russian, and Spanish) or Portuguese (one of WFP’s working languages) is an asset. 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: global.inclusion@wfp.org NO FEE DISCLAIMER The United Nations does not charge any application, processing, training, interviewing, testing or other fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it. Furthermore, please note that emblems, logos, names and addresses are easily copied and reproduced. Therefore, you are advised to apply particular care when submitting personal information on the web. REMINDERS BEFORE YOU SUBMIT YOUR APPLICATION - All applications must be submitted exclusively through our online recruiting system. We do not consider CVs or applications sent by email, LinkedIn, or any other channel. - We strongly recommend that your Workday profile is accurate and complete, and that all sections are filled in, including your employment history, academic qualifications, language skills, and UN grade (if applicable). Once your profile is completed, please apply, and submit your application. - If you experience technical issues while submitting your application, you may contact us at global.hrerecruitment@wfp.org. Please note that this email is only for technical issues with an application - unsolicited applications or documents sent to this inbox will not receive a reply. - At the application stage, the only required documents are your CV and Cover Letter. Additional documents (passport, certificates, recommendation letters, etc.) may be requested later in the process. - Only shortlisted candidates will be contacted and invited to proceed to the next stage of the recruitment process. All employment decisions are made on the basis of organizational needs, job requirements, merit, and individual qualifications. WFP is committed to providing an inclusive work environment free of sexual exploitation and abuse, all forms of discrimination, any kind of harassment, sexual harassment, and abuse of authority. Therefore, all selected candidates will undergo rigorous reference and background checks. 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.