Senior IT Assistant, Client Services - Information Technology

  • Added Date: Wednesday, 23 November 2022
  • Deadline Date: Friday, 16 December 2022
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ย Description

Do you want to build a career that is truly worthwhile? Working at the World Bank provides a unique opportunity for you to help our clients solve their greatest development challenges. The World Bank consists of two entities โ€“ the International Bank for Reconstruction and Development (IBRD) and the International Development Association (IDA). It is a global development cooperative owned by 189 member countries. As the largest development bank in the world, the World Bank provides loans, guarantees, risk management products, and advisory services to middle-income and creditworthy low-income countries, and coordinates responses to regional and global challenges. Visit www.worldbank.org.

ITS Vice Presidency Context:

Information and Technology Solutions (ITS) enables the WBG to achieve its mission of ending extreme poverty and promote shared prosperity in a sustainable way by delivering transformative information and technologies to its staff working in over 150 locations.

Our vision is to transform how the Bank Group accomplishes its mission through information and technology. In this fast-paced, ever-changing world, the formulation and implementation of the ITS strategy is an ongoing, iterative process of learning and adaptation developed through extensive consultations with business partners throughout the World Bank Group.

ITS shapes its strategy in response to changing business priorities and leverages new technologies to achieve three high-level business outcomes: business enablement, by providing Bank Group units with innovative digital tools and technologies to transform how they deliver value for their clients; empowerment & effectiveness, by ensuring that all Bank Group staff are connected, able to find information, and productive to accelerate the delivery of development solutions globally; and resilience, by equipping the Bank Group to provide risk-based cybersecurity and robust data protection for a global network and a growing cloud platform.

Implementation of the strategy is guided by three core principles. The first is to deliver solutions for business partners that are customer-centric, innovative, and transformative. The second is to provide the Bank Group with value for money with selective and standard technologies. The third principle is to excel at the basics by providing a high performing, robust, and resilient IT environment for the organization.

As a unit within the ITS Client Services (ITSCS), the Information and Technology Solutionsโ€™ Regional Client Services unit is primarily tasked with ensuring the cohesive delivery of regional IT programs and initiatives, as well as aligning the existing support channels with the business needs. In achieving its objectives and providing for a best possible IT customer experience, Client Support directs and partners with CO/HQ IT Support teams, 24/7 IT Service Desks, Training and Outreach, as well as cross functional teams delivering products and solutions.

ITSR2 team members are responsible for providing high quality of information and technology support services to the WBG offices across several regions (Europe, Central Asia, Middle East and North Africa, and Latin America). In addition, the team is expected to assist with projects initiated from Bankโ€™s HQ and the Region, by providing local perspective and input to be incorporated in designing and testing solutions.

Roles and Responsibilities:

โ€ขAdminister WBG information security standards; adhere to Institutional and ITS policies, directives, and procedures; consistently enforce WBG technology standards; ensure that the integrity and security of WBG Systems are not compromised from within or outside the corporation.

โ€ขParticipate in Service Continuity, Security and Business Continuity activities; troubleshoot, provide workarounds, and permanent fixes to issues identified in the end user environment.

โ€ขAttend training sessions when required and maintain a working knowledge of the IT trends in the business relevant to supporting the WBG clients; monitor technology trends and developments.

โ€ขMaintain a proper inventory of all CO IT equipment and software; act as the Software Asset Custodian (SAC) on behalf of the CO clients and ensure licensed software is tracked and maintained in line with the institutional software asset management procedures; perform asset management tasks including periodic inventory checks, disposals and update of asset information into a shared database; take responsibility for accurate and complete reporting of assets.

โ€ขParticipate in facilities work and vendor management, as part of CO administrative teams.

โ€ขUse the IT service management tracking system (ServiceNow) to track work; receive and take ownership of tickets from the system; respond to and resolve incidents and service requests within agreed-upon timeframes and Service Level Agreements (SLA); communicate progress to clients and document work in the system.

Work closely with other ITS colleagues in the office, Region and in ITS; connect clients with other ITS services as needed/appropriate for the clients' requirements.

โ€ขDemonstrate strong customer service skills and client orientation.

Selection Criteria

โ€ขBachelor's degree in Computer Systems/Sciences/IT with no experience required or equivalent combination of education and relevant experience.

โ€ขAdvanced skills in supporting Windows OS, Microsoft 365 products, VPNs, and mobile devices (iOS).

โ€ขFamiliarity with virtual meeting tools, Cisco products, WebEx, Microsoft Teams and Zoom.

โ€ขExperience in performing incident management practices using the ServiceNow system and adhering to Service Level Agreement (SLA) standards.

โ€ขExperience supporting high-level meetings, including audio-visual, conferencing and PC support in a time-critical setting with flexibility to handle last minute and urgent requests.

World Bank Group Core Competencies

The World Bank Group offers comprehensive benefits, including a retirement plan; medical, life and disability insurance; and paid leave, including parental leave, as well as reasonable accommodations for individuals with disabilities.

We are proud to be an equal opportunity and inclusive employer with a dedicated and committed workforce, and do not discriminate based on gender, gender identity, religion, race, ethnicity, sexual orientation, or disability.

Learn more about working at theย World Bankย andย IFC, including our values and inspiring stories.

This vacancy is archived.

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