ABOUT THE COMPANY:

non profit

JOB SUMMARY

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 (ITS) Vice Presidential Unit (VPU) enables the World Bank Group to end extreme poverty and boost shared prosperity on a livable planet by delivering transformative information and technologies to its staff in over 150+ locations.

For more information on ITS, see this video: https://www.youtube.com/watch?reload=9&v=VTFGffa1Y7w

The IT Regional Tech Solutions 3 (ITSR3) is primarily tasked with ensuring cohesive delivery of headquarter IT programs and IT Support initiatives in headquarters and aligning existing support channels with business needs.

In achieving its objectives and providing the best possible IT business partners’ experience, support with other ITS teams, such as help desk, Training, and Outreach, and cross-functional teams delivering products and solutions.

The Senior IT Assistant will support business partners in the assigned building (s) at the Washington, D.C., United States headquarters.

S/he will support the full range of information technologies for the building team, which include, but are not limited to addressing desktop support, conferencing support, remote access, and network support, issues concerning the maintenance and implementation of IT standards, knowledge sharing, asset inventory, maintaining vendor relations and understanding contracts/Service Level Agreements (SLA), as well as providing training sessions to business partners.

This position is based in Washington, DC, United States, and reports to the Business IT Lead for Finance Cluster.

Roles & Responsibilities:

•Works directly with business partners to probe and ask questions to fully diagnose the root cause of the problem based on the comfort level of the business partners’ technology understanding.

•Assesses more complex, non-routine problems in their area of specialization, including those escalated by others.

•Serves as the second point of contact called upon to resolve business partners’ problems.

Identifies and engages the resources necessary to thoroughly evaluate and address the situation, following up to ensure effective resolution.

•Conduct complete diagnostics of most business technology problems involving multiple systems, WBG business partners, platforms, and technologies.

•Analyzes information related to business partnerships, identifying and reporting on trends, anomalies, etc.

Identify opportunities for improvements and escalate to management.

•Supports and maintains the environment of business partners. This includes configuring new hardware, reviewing and addressing virus alerts, installing and troubleshooting software, including patches, performing tests, and monitoring the environment (especially during peak periods) to anticipate support needs.

•Participates in business continuity activities and conference room infrastructure upgrades.

•Disseminate information on common problems and issues to business partners.

•Tracks trending issues and proactively escalates to Supervisor/ Service Providers.

•Applies Technical Knowledge under limited guidance/ direction.

•Takes decisions for most routine cases with updates to the Supervisor.

•Recommend topics and provide IT training sessions to business partners; offer agile solutions to meet their evolving needs; help increase their awareness of available ITS tools and products.

•Evaluate and pilot test new hardware and software products and services.

•Attend training sessions, maintain a working knowledge of the IT trends in the business relevant to supporting the business partners, and monitor technology trends and developments.

•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.

•Demonstrate strong service skills and business partner orientation.

Selection Criteria

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

•Good knowledge of IT technologies, such as Windows Platform, Microsoft Office, MFD, servers, smartphones, etc.

•Strong business partner service skills and the ability to work under pressure with accuracy and professionalism.

•Understanding Microsoft Active Directory, DNS service and other networking methods and technologies.

•Strong knowledge of IT Service Management and experience with ITIL best practices for Helpdesk Service.

•Knowledge of Network communication technologies and familiarity with IP Telephony and troubleshooting.

•Good knowledge and experience supporting video conference facilities.

•Comfortable using remote access technologies and remote troubleshooting.

•Excellent written and spoken communication skills in English.

•General knowledge of the mission and business requirements of the World Bank Group.

•Proven ability to work alone and in a team environment.

Specific Knowledge and Experience:

•Experience in high-end desktop hardware support for time-critical services and business partners is a plus.

•Troubleshooting financial applications, including Money Market Systems (MMS), British Telecom trading turrets, Tradeweb, and other Treasury-specialized applications, is a plus.

•Provide technical support and escalation to Thomson Reuters, including subscription extensions, password releases, etc., which is a plus.

•Knowledge of Bloomberg licensing management from procurement, legal compliance, transfers between units, cancellations, and support of any licenses, a plus.

•Manage the Windows and Bloomberg licensing and permissions of the large laptop pool assigned for the Reserves Advisory and Management Program (RAMP) and its logistics, including off-site and onsite setup, support, and return a plus.

•Experience creating requirements documents and test plans and performing unit and integration testing is a plus.

•Microsoft Office Specialist Certification is a plus.

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.

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