Associate IT Officer (User Services)
Job Vacancy | Monday, March 31, 2025
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- Reference Number 250308 Position Level TL4 Department Information Technology Department Division IT Finance and User Services Division, ITD Location Asian Development Bank Headquarters Date Posted Monday, March 31, 2025 Closing Date Monday, April 14, 2025 11:59 p.m. (2359 Manila Time, 0800 GMT)
Join Our Mission to Foster Prosperity in Asia
Are you ready to make a lasting impact on the future of Asia and be a catalyst for positive change? We are thrilled to offer a unique opportunity to become an important part of the prestigious Asian Development Bank (ADB). At ADB, our mission is simple yet powerful: to alleviate poverty and promote sustainable development in the Asia-Pacific region.
Organizational Setting and Reporting Relationship
The position of Associate IT Officer (User Services) will be assigned to the IT Finance and User Services Division (ITFS) within the Information Technology Department (ITD). ITD delivers digital innovation, IT infrastructure, services, and solutions, and provides tools and knowledge platforms to 6000+ users in ADB's Headquarters and 40+ field offices in Asia and the Pacific.
ITFS manages the end-user IT services and administrative responsibilities that support the daily business of ITD. Within ITFS is the User Services team, which is in charge of the delivery of all end-user services including the IT service desk. The coverage of services also includes: (i) service fulfillment for mobile/roaming facilities, telephone operation, standalone productivity software requirements, inventory and deployment of equipment, access management and password reset, event management, videoconferencing, meeting room services, and the like; (ii) IT onboarding of staff; (iii) home office support; (iv) user profile management; and (v) management of managed services. Managed services include the IT Service Desk, copying and printing, telephone operators, and videoconferencing services. The IT service desk covers incident and problem management, end-user support through deskside services, and equipment break-fix.
You will be based at our Headquarters in Manila, Philippines, and will report to a designated Technical International Staff and Senior Technical Local Officer.
Your Role
As Associate IT Officer (User Services), you will oversee the daily operations around end-user-facing services, the Request Fulfillment process, and the Service Catalog – which are all responsibilities of the IT Service Desk. You will facilitate high-quality service delivery by managing the service providers responsible for these processes. Your role will focus on maintaining Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for the Service Request processes while driving performance improvement through innovation, identification of opportunities for improvement, and proposing and implementing actions to achieve efficiency and productivity gains.
You will manage the lifecycle of service catalog items. Additionally, you will also be User Services' focal point for coordination with the Change, Communications, and Capability Team and the ITD Front Office in communicating these services to users.
You will:
- Establish and manage IT services delivered by managed service providers; report on service fulfillment progress, coordinate contract operations, and ensure service availability, quality, and operational effectiveness.
Qualifications
You will need:
Bachelor's degree in IT, Engineering, Business Management, or a related field At least 5 years work experience in IT Service Management, with emphasis on Service Request Fulfillment, Service Catalog Management, and IT Asset Management ITIL Foundation Certification is highly preferred Expertise in ITSM tools such as ServiceNow, Salesforce, Remedy, and Jira Experience managing Service Catalogs, specifically within ServiceNow Excellent stakeholder management skills, promoting collaboration with teams Experience driving process innovations and improvements Organizational and prioritization abilities, ensuring high-quality delivery Experience in strategic planning for future end-user IT requirements Team player with a collaborative approach to problem-solving Written and verbal proficiency in English Please refer to the link for ADB Competency Framework for Technical Local Staff grade 4
Benefits
ADB offers competitive compensation and a comprehensive benefits package. The salary will be based on ADB's standards and comparator markets, taking into account your qualifications and experience.
Paid leave (including parental) Medical and health benefits Life and other insurance plans Staff development Retirement plan Housing and education allowance (if applicable)
About Us
Asian Development Bank (ADB) is an international development finance institution headquartered in Manila, Philippines and is composed of 69 members, 49 of which are from the Asia and Pacific region. ADB is committed to achieving a prosperous, inclusive, resilient, and sustainable Asia and the Pacific, while sustaining its efforts to eradicate extreme poverty. ADB combines finance, knowledge, and partnerships to fulfill its expanded vision under our Strategy 2030.
ADB only hires nationals of its 69 members.
To view ADB Organizational Chart, please click here.
ADB wants to ensure that everyone is treated with respect and given equal opportunities to work in an inclusive environment. ADB encourages all qualified candidates to apply regardless of their racial, ethnic, religious and cultural background, gender, sexual orientation or disabilities. Women are highly encouraged to apply.
Visit ADB Careers FAQ for more information.
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