Description

Do you want to build a career that is truly worthwhile? Working at the World Bank provides a unique opportunity for you to help our clients solve their greatest development challenges. The World Bank consists of two entities – the International Bank for Reconstruction and Development (IBRD) and the International Development Association (IDA). It is a global development cooperative owned by 189 member countries. As the largest development bank in the world, the World Bank provides loans, guarantees, risk management products, and advisory services to middle-income and creditworthy low-income countries, and coordinates responses to regional and global challenges. Visit www.worldbank.org.

ITS Vice Presidency Context:

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.

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). Additionally, ITSGC is also responsible for the coordination and implementation of all infrastructure projects facing WBG country offices.

In particular, the ITSEW (End-User and Workplace Computing) group of ITSGC consists of 5 business units which provide technology solutions for various services and functions.  They are:

•ITSMP (Mobility and Productivity Solutions) 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 strategy, logistics, provisioning management and maintenance of the global PC fleet and management of Category 2 Software licenses for WBG.

•ITSEE (End-User Solutions and Engineering) responsible for the strategy and engineering of the Windows end-user platform and associated products.

•ITSCV (Virtual Desktop Technologies) responsible for strategy, engineering, and management of the Remote Access platforms for both managed and unmanaged devices.

•ITSGP (Global Print) responsible for the Managed Print Services implemented in HQ and select Country Offices.

ITSEW has an established Country Office Provisioning Hub in Chennai, India.  The Operations Hub procures and provisions PC equipment locally within the region resulting in substantial time and cost savings for WBG.  Our PC asset management and software license management services also operate from the Chennai Shared Services Office and ensures that there is consistent life cycle management for all PC equipment from provisioning to disposal.  Thirdly, there is also the presence of our Global PC Maintenance service to provide remote support to CS and clients if there is a technical issue with their PC.  These functions are supported by a strong Operations staff who runs and coordinates all these activities locally in Chennai in close consultation with the Provisioning HQ and Asset Management HQ Leads based in Washington DC as well as the Team Lead for Workplace Technology Solutions.

The incumbent will provide support to the Operations Lead in Chennai and support to the Provisioning Lead and Asset Management Lead in HQ who all report to the ITSWP Team Lead in HQ and will work together with other ITSWP staff to deliver on the team’s and division’s objectives. The incumbent will also have dotted line reporting to the Location Lead in Chennai.

Duties and accountabilities include (but are not limited to) the following:

•Provide remote support for the managed services hardware maintenance team as they provide maintenance support for HQ devices and parts replacement for COs as applicable.

•Provide on the ground support for Provisioning team as they provide provisioning services in India

•Provide support services to clients and CS for maintaining their device in good working condition

•Install and configure PCs for WBG staff within mandated SLA

•Maintain hardware inventory of all PCs, ensuring strict adherence to user to PC ratio and other policies

•Monitor, manage, track, and report on Incident and Request queues, while following up with the team and other support groups

•Resolve problems through troubleshooting, root cause analysis, documentation, training, and direct assistance

•Implement OS and Application best practices around configuration, performance, and security

•Provide tier 3 level support for all PC issues ranging from hardware maintenance to OS related updates in support of maintenance of global user base using ~30,000 PCs

•Collect and analyze software license agreements, contracts and purchase orders and extract key information (i.e., use rights, license forms, and license metrics).

•Validate the completeness of software purchase information are entered correctly in WBG software and purchase request portals (i.e., eServices/Admin Portal)

•Normalize license entitlement and maintenance records against vendor software portals, submit to vendor unrecognized software titles and follow up on resolution

•Validate and upload license entitlement and maintenance records in license management tool(s)

•Ensure data accuracy and tracking, and provide appropriate remediation for discrepancies

•Monitor and fulfill clients’ software requests in ServiceNow, update license assignments in vendor portals

•Develop and periodically generate (weekly, monthly, quarterly) reports to communicate and monitor all services

•Provide support to the Operations Lead in Chennai for interactions and communications with various IT teams in Chennai and all Country Offices

•Ability to strategize and innovate service offerings, adapting them to changes in the environment, industry and/or client needs

•Regularly monitors the progress of the team’s project deliverables making sure resources are adequate, deadlines and milestones are met, and necessary adjustments, if needed, are made on a timely basis.

•Regular review of market research related to emerging and innovative PC technology trends and supply chain logistics.

Selection Criteria

I.Minimum Education/Experience:

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

II.Required Skills:

•Proven skills in Microsoft technologies including all OS versions, OSD procedures

•Proven skills in ServiceNow incident and problem management along with asset management modules

•Proven skills in maintenance and repair of productivity devices such as PCs, MacBooks, iPhones along with relevant certifications

•Proven skills in software license provisioning, reclamation, and reprovisioning with specialty skillset in enterprise software asset management tools

•Proven time management skills to take on multiple responsibilities

•Strong Analytics, Reporting and Problem-Solving Skills

•Demonstrated ability to think innovatively and strategically to find balanced approaches to complex technology problems, with a strong client focus

•Strong interpersonal, communication, presentation, collaboration, and knowledge sharing skills. Communicate and share knowledge openly, efficiently, and in a collegial manner to help promote collaboration among staff in and outside the unit

Competencies

•Client orientation – has a client centric view when issues arise and exceeds expectation to ensure client satisfaction

•Learning – stays abreast of new trends and developments in own specialty area, the broader industry, and experiments with new approaches or emerging technological solutions for current business needs

•Good Project Management skills – ability to coordinate with colleagues on the project  team, capacity to deliver results on time, within scope and within budget.

•Broad Business Thinking – maintains an in-depth understanding of the long-term implications of decisions both for related areas within the unit, group, department, and VPU and the client’s business. Involves key players in identifying operating needs, issues, and immediate solutions

•Innovation and Commitment – develops innovative solutions while applying critical and analytical thinking to current approaches, identifies areas of improvement, and tries new solutions that drive results. Displays high level of energy, initiative, and self-motivation; willingness to work under challenging circumstances under tight schedule and deadlines and in a fast-paced, internationally diverse work environment.

•Process Improvement – uses data analysis, metrics, documentation, and reporting as the basis for service and solutions improvements

•Decision making – ability to be decisive and make decisions based on technical and business impact assessments

•Conflict Management – ability to resolve conflict with colleagues, peers, and clients in an amicable way

•Risk Management – reduces risk by solving day-to-day problems as they arise and seeks to minimize or prevent problems from occurring

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.