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:

The Information and Technology Solutions (ITVice Presidential Unit (VPenables the World Bank Group to achieve its mission of ending extreme poverty and boost shared prosperity on a livable planet by delivering transformative information and technologies to its staff working in over 150+ locations. For more information on ITS, see this video: https://www.youtube.com/watch?reload=9&v=VTFGffa1Y7w

As a unit within the ITS Tech Solutions (ITST, ITSR2 unit is primarily tasked with ensuring the cohesive delivery of regional IT programs and initiatives, as well as aligning existing support channels with business needs. In achieving its objectives and providing for a best possible IT customer experience, Tech Solutions directs and partners with CO/HQ IT Support teams, 24/7 IT Service Desks, Training and Outreach, as well as crossfunctional 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 (Eastern and Central Europe, Middle East and North Africa and Latin America and Caribbea. 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.

The World Bank Group is currently seeking an experienced and motivated person to provide Information Technology support and services to its Country Office in Dushanbe, Tajikistan.

The ETC, will be responsible for providing enterpriselevel IT support to business partners by working closely with service delivery teams within ITS and service vendors and identifying, troubleshooting and resolving basic to complex technical and nontechnical end user questions for all desktop/computing services.

The incumbent will report to the Regional IT lead, ECA subregion under the Manager, ITSR2, responsible for the provisioning of enduser computing support services.

General Responsibilities:

•Responds to Tier I & II support requests via multiple sources such as phone and email. Enters call data into an incident management system (ServiceNo. 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 incident/problem status and resolution in log tracking. Documents solutions to common problems and responses to frequently asked questions.

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

•Setup, configure, and maintain videoconference, audiovisual equipment and other electronic devices for presentations or conferences.

•Works closely with other IT support teams, both within the region and in HQ.

•Extensively supports O365, AD, Azure, VPN, and multifactor authentication platforms. 

•Advance use of an incident ticketing management system preferably ServiceNow.

•Configures, installs, and troubleshoots PCs, peripheral equipment, and other mobile & computing devices. 

•Ensures proper functioning of all office technology equipment, including PCs, Unified Communications  System, fax machines, printers, copiers, scanners 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 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.

•Disseminates IT information to the office and visiting staff.

•Keeps him/herself abreast with technologies (hardware and softwardeployed on WBG premises.

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

Selection Criteria

•Bachelor’s or Master’s degree in Computer Science, Engineering, Information Systems Management with 2 years relevant experience OR equivalent combination of education and experience.

•Indepth understanding of information systems technology to include common computer applications, operating systems, hardware, networks, and messaging systems used by the WBG.

•Strong Handson experience in resolving common problems related to Computer Hardware, Outlook email system, Remote Access and Network communications.

•Industry certifications like ITIL, Microsoft, A+, etc. preferred.

•Client Understanding and AdvisingMakes decisions to meet the needs of the situation by considering all available resources and information and follows through on client inquiries, requests, and addressing problems.

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

•Broad Business ThinkingKeeps informed on business operations and the relationship of delivered support/services to the business. Provides a businessbased rationale for determining necessity of incremental improvements.

•Information Systems / Technologies / Product / Services KnowledgeAware of the primary uses of technology by customers.

•Risk ManagementReduces risk by solving daytoday problems as they arise and acts to prevent problems from recurring.

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

•Lead and InnovateInitiates changes to work processes to improve efficiency and performance.

•Deliver Results for business partnersTakes full ownership to address enduser needs.

•Collaborate Within Teams and Across BoundariesContributes to wider collaborative efforts.

•Build, Apply and Share KnowledgeActively promotes knowledgesharing.

•Make Smart DecisionsAnalyzes data to support and enable decisionmaking.

•Excellent English verbal and written communication skills

•Excellent Tajik & Russian verbal and written communication skills

Terms and Conditions

The ETC will work under the supervision of Regional IT lead for ECA subregion and will also frequently interact with a larger regional and international team based in Washington DC.

Interested applicants should forward their CV and motivation letter in English, including their education qualifications, at least one professional reference and any relevant experience to perform the job.

Only shortlisted candidates will be contacted for interviews.

World Bank Group Core Competencies

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.