The ITSGC department is part of ITS and provides global communications capabilities, client services and products, and support for all member organizations across the World Bank Group. The services for which ITSGC is responsible are delivered by 5 different units: ITSNI (Global Network Management), ITSCU (Unified Communications, Telephony, and Videoconferencing), ITSEW (End-User and Workplace Computing), ITSCS (Helpdesk, front-line IT support, and IT training), and ITSRD (Rapid Application Development). Also, ITSGC is responsible for coordinating and implementing all infrastructure projects facing WBG country offices.
In particular, the ITSEW (End-User and Workplace Computing) division within ITSGC currently consists of 5 business units which provide technology solutions for numerous services and functions. They are:
ITSEE (End-User Solutions and Engineering) responsible for the strategy and engineering of the Windows end-user platform and associated products.
ITSMP (Mobility and Productivity Solutions) is responsible for the IT Mobility and Services Centers as well as strategy, engineering, and support of iOS, Android, ChromeOS, and EMM platforms.
ITSWP (Workplace Technology Solutions) responsible for provisioning and management of the global PC fleet and HQ and global print solutions.
ITSCV (Virtual Desktop Technologies) responsible for strategy, engineering, and management of the Remote Access platforms for both managed and unmanaged devices.
ITSGP (Global Managed Print Services & Solutions) is responsible for the strategy, operations, implementation and engineering of the Global Managed Print Service and associated products.
Job Requirements:
The IT Analyst will report to the ITSCV Team Lead and is expected to play a significant role in the planning, deployment, and operations of the Remote Access and Application & Desktop Virtualization technologies and its operational landscapes. Responsibilities and skills include, but are not limited to the following:
Play key role in implementation of effective solutions to support Remote Access and Virtual Desktops/Application infrastructure operations and services.
Contribute to development of new technological solutions to improve and expand operations and services.
Resolve Tier II/III incident tickets for respective area of technology.
Own an incident management "ticket pipeline" and trend oversight for respective area of technology.
Perform Root Cause Analysis (RCA) for service outages and indications of potential service degradation.
Escalate technical issues and engineering challenges to respective technology vendors and seek resolution.
Analyze and provide recommendations for client's requests for service improvement and desired product/service features.
Gather and analyze requirements, plan and provide technical leadership for small/medium size IT projects.
Provide comprehensive weekly status update/report on all tasks, projects and initiatives owned by analyst.
Selection Criteria:
Bachelor’s or Master's degree with 2 years relevant experience OR equivalent combination of education and experience.
Experience with desktop productivity suite engineering.
Proven experience with installation, configuration, operational support, and in-depth troubleshooting of System center configuration Manager (SCCM)
Experience with scripting and programming technologies.
Proven experience as a seasoned System Engineer of Windows 10/11 client/server platforms to fulfill end-end operations and work program.
Strong familiarity with systems administration disciplines like capacity planning, performance analysis, troubleshooting, trend analysis, etc. in enterprise environments.
Design and specification of changes for implementation.
Implementation of procedures-based solutions to support and monitor the effective operations of an element(s) of the infrastructure.
Good understanding of MS SQL server installation and database query language to generate SQL reports.
Experience with Systems management integrations with Azure like Co-management, CMG and Intune.
Good understanding of Microsoft Active Directory administration, as pertains to support of group policies and login scripts.
Broad understanding of Operating Systems, their basic construct, and characteristics along with broad understanding of Network models and protocols.
Experience with Microsoft Azure cloud platforms integration with end-point management tools is a plus.
Certification in ITIL V3 Foundation in Service Management is a plus.
Experience with developing, implementing, and leading adoption of ITIL and PMI best practices in project, service and infrastructure management is desirable.
