The World Food Programme (WFP) is hiring an ITSM Demand Manager for its Technology Division on an 11-month Regular Consultant Level 1 contract. The role is remote with Rome-based working hours, focuses on ServiceNow ITSM demand, backlog and product adoption, and applications close on 18 November 2026 at 23:59 Rome time. At Youth Works Hub, we reviewed the full vacancy announcement and set out every responsibility and requirement below.
Position Summary
💼 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
🆔 Job requisition: JR127993
📆 Deadline: 18 November 2026, 23:59 (GMT+01:00, Central European Time, Rome)
About the World Food Programme
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.
People at the Heart of WFP
At WFP, people are at the heart of everything the organization does. Its vision of the future workforce is one of diverse, committed, skilled and high-performing teams, selected on merit, operating in a healthy and inclusive work environment and working with partners to save and change the lives of those WFP serves. The teams live WFP's values:
🤲 Integrity
🤝 Collaboration
🎯 Commitment
❤️ Humanity
🌐 Inclusion
Why Join WFP?
🏅 WFP is a 2020 Nobel Peace Prize Laureate
🎨 It offers a highly inclusive, diverse and multicultural working environment
📚 It invests in the personal and professional development of its employees through training, accreditation, coaching, mentorship and other programs, as well as internal mobility opportunities
✈️ A WFP career offers the chance to work across country, regional and global offices around the world, with passionate colleagues who make sure effective humanitarian assistance reaches millions of people
💶 WFP offers an attractive compensation package, described in the Terms and Conditions section of the vacancy announcement
Where the Role Fits in WFP Technology
The Demand Manager reports directly to the Global Service Management Tool (GSMT) Lead and works under the general supervision and guidance of the Chief of Technology Foundational Services and the Head of Service Management Platform Services. The role is responsible for aligning business needs with IT delivery by managing the intake, evaluation and prioritization of demands.
Demand Intake and the ServiceNow Roadmap
📥 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 line with strategic priorities, the product roadmap and resource capacity
🔍 Ensure proper tracking and governance of product demand within ServiceNow ITSM, keeping the demand pipeline visible 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
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Stakeholder Engagement and Product Adoption
🌉 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, including through the organization of steering committees
⭐ Evaluate customer satisfaction through continuous feedback and incorporate insights into product enhancements
👥 Foster collaboration across teams to promote service adoption and continuous improvement
Analysis, Reporting and Continuous Improvement
📊 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
Training, Communication and Change Management
🎓 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
Product Management for EasyVista and ITSM
🛠️ 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 and 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
Education and Experience
🏫 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
Knowledge and Skills
💬 Excellent communication and interpersonal skills
🔎 Good organizational skills and a high level of attention to detail
♟️ Business and IT strategy experience
💻 Intermediate to advanced knowledge of Microsoft Office tools
🗄️ Basic knowledge of IT, including experience using Windows and databases
Certifications and Tool Expertise
✅ Mandatory: ServiceNow Certified System Administrator (CSA), Technical Project Manager and/or Business Process Analyst knowledge
🧰 Highly desirable: Knowledge and experience with EasyVista Service Manager
📜 Highly desirable: ITIL Fundamental V4 certification
Language Requirements
🗣️ Fluency in oral and written English is essential
🔤 Intermediate knowledge of another official UN language (Arabic, Chinese, French, Russian or Spanish) or Portuguese (one of WFP's working languages) is desirable
WFP Leadership Framework
The WFP Leadership Framework sets the common standards of behaviour that guide how WFP staff work together to accomplish the organization's mission.
Reasonable Accommodation
WFP is committed to supporting individuals with disabilities by providing reasonable accommodations throughout the recruitment process. Candidates who need one can contact the WFP inclusion team by email.
How to Apply
🖱️ Submit your application exclusively through the WFP online recruiting system; CVs or applications sent by email, LinkedIn or any other channel are not considered
👤 Make sure your Workday profile is accurate and complete, with all sections filled in, including employment history, academic qualifications, language skills and UN grade (if applicable), then apply and submit your application
📄 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
🛟 For technical issues while submitting your application, contact the WFP e-recruitment team by email; that address is only for technical issues, and unsolicited applications or documents sent there will not receive a reply
📬 Only shortlisted candidates will be contacted and invited to the next stage of the recruitment process
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. If you receive a request for the payment of a fee, disregard it. Emblems, logos, names and addresses are easily copied and reproduced, so take particular care when submitting personal information on the web.
Diversity, Selection and Background Checks
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.
All employment decisions are based on organizational needs, job requirements, merit and individual qualifications. WFP is committed to an inclusive work environment free of sexual exploitation and abuse, all forms of discrimination, any kind of harassment, sexual harassment and abuse of authority, so all selected candidates undergo rigorous reference and background checks.
Who Cannot Be Appointed
No appointment under any kind of contract will be offered to members of the following bodies, both during their service and within three years of ceasing that service:
🏛️ 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)
👁️ Other similar bodies within the United Nations system with oversight responsibilities over WFP
Find more roles with UN agencies and international organizations in the Jobs section on Youth Works Hub →.
Frequently Asked Questions
Is the WFP ITSM Demand Manager role remote?
Yes. The duty station is listed as Remote, with Rome-based working hours.
What type of contract does WFP offer for this role?
The position is a Regular Consultant Level 1 contract with a duration of 11 months, within the Technology Division, TECM Foundational Technology Services.
Which ServiceNow qualification is mandatory?
ServiceNow Certified System Administrator (CSA), Technical Project Manager and/or Business Process Analyst knowledge is mandatory. EasyVista Service Manager experience and ITIL Fundamental V4 certification are highly desirable.
How much experience do I need?
WFP asks for 4+ years of experience in operations or similar environments collaborating with business users, preferably in large international organizations.
Which degree is required?
A University Degree in Computer Science, Business Administration, Economics or International Relations is required.
Who does the ITSM Demand Manager report to?
The role reports directly to the Global Service Management Tool (GSMT) Lead, under the general supervision of the Chief of Technology Foundational Services and the Head of Service Management Platform Services.
Which documents do I need when applying?
Only your CV and Cover Letter are required at the application stage. Other documents may be requested later in the process.
Can I apply by email?
No. Applications must be submitted exclusively through WFP's online recruiting system. CVs or applications sent by email, LinkedIn or any other channel are not considered.
Does WFP charge any recruitment fee?
No. The United Nations does not charge any fee at any stage of the application or recruitment process.
Deadline
⏳ 18 November 2026
Links
Apply online: https://wd3.myworkdaysite.com/recruiting/wfp/job_openings/job/Rome-Italy/ITSM-Demand-Manager_JR127993
WFP website: https://www.wfp.org
Reasonable accommodation: global.inclusion@wfp.org
Technical issues with your application: global.hrerecruitment@wfp.org
