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 Solutions’ 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 Bank’s HQ and the Region, by providing local perspective and input to be incorporated in designing and testing solutions.
Roles and Responsibilities:
Administer 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.
Participate in Service Continuity, Security and Business Continuity activities; troubleshoot, provide workarounds, and permanent fixes to issues identified in the end user environment.
Attend 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.
Maintain 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.
Participate in facilities work and vendor management, as part of CO administrative teams.
Use 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.
Demonstrate strong customer service skills and client orientation.
Selection Criteria:
Bachelor's degree in Computer Systems/Sciences/IT with no experience required or equivalent combination of education and relevant experience.
Advanced skills in supporting Windows OS, Microsoft 365 products, VPNs, and mobile devices (iOS).
Familiarity with virtual meeting tools, Cisco products, WebEx, Microsoft Teams and Zoom.
Experience in performing incident management practices using the ServiceNow system and adhering to Service Level Agreement (SLA) standards.
Experience 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.
