Description

Do you want to build a career that is truly worthwhile? Working at the World Bank Group provides a unique opportunity for you to help our clients solve their greatest development challenges. The World Bank Group is one of the largest sources of funding and knowledge for developing countries; a unique global partnership of five institutions dedicated to ending extreme poverty, increasing shared prosperity and promoting sustainable development. With 189 member countries and more than 120 offices worldwide, we work with public and private sector partners, investing in groundbreaking projects and using data, research, and technology to develop solutions to the most urgent global challenges. For more information, 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.

ITS Client Services (ITSCS) prides itself on enabling and delivering high-quality IT support to WBG staff. This includes providing support to clients both at headquarters (HQ), and in-country offices (CO) through a wide range of job duties, including IT support and troubleshooting of World Bank provisioned hardware, software, and applications; client IT training and outreach; direct desk side and remote support; virtual meeting support; and configuration and provisioning of standard devices. The Washington DC campus, Tier 2 local IT Support (ITSCW), is organized by building/location. We engage directly with the client community and leverage ServiceNow for incidents and requests to deliver timely, best-in-class client support to our WBG end-user community.

Duties/ Accountabilities

• Demonstrate strong customer service skills and client orientation.

• Possess excellent written and oral communication skills.

• Provide technical support to WBG-managed desktops, laptops with docking stations, and mobile devices. This includes supporting various WBG-standard software and hardware (including accessories and peripherals) and addressing issues such as imaging computers; fixing login and connectivity issues; patching security vulnerabilities; and installing software, among others.

• Receive and take ownership of client requests for help via ServiceNow; respond to and resolve these within agreed-upon timeframes; communicate progress to clients; and document work in the system.

• Complete tickets within designated service levels: 90% Response SLA met; 95% Resolution SLA met; and meet Quality Management performance indicators.

• Leverage technical expertise and troubleshooting skills to diagnose problems, identify and apply the appropriate resolution, or find resources to resolve the issue.

• Provide support for meetings and presentations, including video conferences/in-room systems and virtual and hybrid meetings.

• Provide support to M365 applications (Outlook, Office, OneDrive, Teams, etc.)

• Follow administrative guidelines for maintaining high-quality IT support, including asset management-related tasks, ensuring accurate documentation, and record-keeping.

• Attend to issues with WBG-owned and personal mobile devices (iOS and Android) which are connected to WBG’s corporate systems.

• Disseminate information on common problems, procedures, and best practices to clients. Freely share knowledge and expertise with other IT support staff.

• Track trending issues and escalate them as appropriate.

• Follow established procedures and operate effectively with limited direction. Empowered to make decisions for routine and more complex cases, with only occasional consultation with the supervisor.

• Act as an anchor for knowledge transfer for relevant client units’ IT support needs.

Selection Criteria

Bachelor’s degree with no experience required or equivalent combination of education and relevant experience.

Other Required Education/Expertise:

• Advanced skills in supporting Windows computers and Apple mobile devices.

• Advanced skills in supporting Microsoft suite products, e.g., Office365, Outlook, Teams, SharePoint, OneDrive on Mobile and PC, and browser-based applications.

• Advanced skills with virtual meeting software and hardware, including Cisco products, such as WebEx and videoconference codecs, as well as MS Teams and Zoom.

• Experience performing incident management according to ITIL standards, using ServiceNow, and adhering to Service Level Agreements and quality metrics.

• Experience in supporting VIP clients, with the flexibility to handle last-minute and urgent requests.

• Experience in presenting information and conducting training.

• Other relevant professional certifications (i.e., A+) encouraged.

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 the World Bank and IFC, including our values and inspiring stories.