Job Opportunity

The World Bank is currently seeking an experienced and motivated person to provide Information Technology support and services to its World Bank Group office in Yerevan, Armenia. This will be a three-year Term position.

The Sr. Information Assistant will provide advanced expertise and technology support services to staff as well as visiting missions from HQ and other Country Office(s). S/He will be responsible for managing IT support to business partners by working closely with service delivery teams within ITS and vendors, identifying, troubleshooting and resolving basic to complex technical and non-technical issues, and responding to end user questions for all desktop/computing related services.

The Sr. Information Assistant will report directly to the Regional IT Lead under the Manager, ITSR2, responsible for the provisioning of end-user computing support and technology solutions and services.

Duties/ Accountabilities:

•Works directly with WBG staff and consultants to probe and ask effective questions to fully diagnose both the root cause of a problem and staff’s comfort level with technology. Can assess complex, non-routine problems in their area of specialization.

•Responds to Tier I support requests via multiple sources such as phone email and chat. Enters call data into the incident tracking system (ServiceNow). Interacts with business partners in a courteous and professional manner.

•Troubleshoots and diagnoses escalated problems by evaluating multiple options using checklists and guides. Seeks technical assistance or escalates problem, when necessary. Implements predetermined software or hardware changes to rectify any issues.

•Documents/ records incident/problem status and resolution in ServiceNow. Documents solutions to common problems and responses to frequently asked questions.

•Works with basic IT infrastructure products and basic networking products. Provides maintenance and support for basic products, peripherals, network and physical moves.

•Setup, configure, and maintain videoconference, audio-visual equipment and other electronic devices for presentations or conferences. Support high-level meetings, including audio-visual, conferencing, and PC support in a time-critical setting.

•Participate in facilities work and vendor management, as part of CO administrative teams. Participate in Service Continuity, Security and Business Continuity activities. Supports installation, maintenance, upgrades to local networks and communications infrastructure.

•Work closely with other IT support elements, both within the region and with HQ IT teams.

•Configures, installs, and troubleshoots PCs, peripherals, and other personal computing devices. Provide support and training on mobile devices specifically in the iOS environment.

•Ensures proper functioning of all office technology equipment, including PCs, mobile devices, telephone system, fax machines, printers, copiers, scanners, MFDs and docking stations.

•Ensures that Bank information and IT systems are protected in a manner consistent with Bank information security policy, procedures, and standards.

•Maintains a proper inventory of all IT related equipment and software.

•Provides direction, support, and training to the WBG staff on standard Bank applications. Helps staff solve problems with hardware, software, and network service issues.

•Effectively communicates recommended changes to business partners and how they will affect their business using simple and easy to understand terminology with limited jargon while attempting to minimize day to day disruption of operations.

•Keeps him/ herself abreast with technologies (hardware and software) deployed in WBG.

•Follows Standard Operating Procedures and demonstrates commitment to achieve SLA goals of the team.

Selection Criteria

•Bachelor’s degree in Engineering, Computer Science, Information Systems Management, or in a related field, with no experience required or equivalent combination of education and relevant experience.

•Industry certifications like ITIL, Microsoft, etc. is preferred.

•In-depth understanding of information systems and technology including common computer applications, operating systems, hardware, networks, email systems, and collaboration platforms like MS Teams.

•Strong Hands-on experience in resolving common problems in Computer Hardware, Office 365, Remote Access, and Network communications.

•Ability to contribute to delivery of results for staff on complex issues; understands their most pressing challenges and takes personal responsibility for producing high quality work.

•Ability to work with other specialty areas to define staff needs and develop the best approach to meet their needs. Collaborates across boundaries.

•Good working knowledge of the WBG organization, institutional and ITS policies processes, services, and procedures. Applies understanding, draws upon appropriate resources, and applies problem solving strategies to evaluate and resolve problems.

•Drive to deliver high quality results for clients under pressure.

Required Competencies

•Business partner Understanding and Advising – Makes decisions to meet the needs of the situation by considering all available resources and information and follows through on staff’s inquiries, requests, and addressing problems.

•Learning Orientation – Stays abreast of changes in areas of technical expertise and specialized knowledge as well as what is occurring in other related specialties.

•Broad Business Thinking – Keeps informed on business operations and the relationship of delivered support/services to the business. Provides a business-based rationale for determining necessity of incremental improvements.

•Information Systems / Technologies / Product / Services Knowledge – Aware of the primary uses of technology by end-users.

•Risk Management – Reduces risk by solving day-to-day problems as they arise and acts to prevent problems from recurring.

•Service Provider Assessment and Evaluation – Records data on specified vendors’ services and products against defined requirements and provides input regarding assessments.

•Lead and Innovate – Initiates changes to work processes to improve efficiency and performance.

•Deliver Results for Business Partners – Takes full ownership to address staff needs.

•Collaborate Within Teams and Across Boundaries – Contributes to wider collaborative efforts across the institution.

•Build, Apply and Share Knowledge – Actively promotes knowledge-sharing.

•Make Smart Decisions – Analyzes data to support and enable decision-making.

•Ability to work in a team environment with diverse background and serve in a multi-cultural environment.

•Excellent English verbal and written communication skills is a must.

•Excellent Armenian verbal and written communication skills is required.