Description

ITS Vice Presidency Context: 

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.

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.

• Provide pre-meeting guidance and day-of meeting consultation with clients
• Set up, operate, and strike conference room systems including varying types of microphones and sound amplification systems, data/video displays and projection systems, AV device control systems, simultaneous interpretation (SI), videoconferencing equipment, computer control systems, video switching, professional audio and video recording systems and video streaming
• Verify, test, troubleshoot, and monitor video conference connections prior to and during meetings
• Assist clients with connections, computers, and digital presentation materials
• Respond to client Service Desk calls in-person, over the phone or by other electronic means
• Promptly report system anomalies, equipment problems, customer relations issues or any other daily event concerns that arise
• Assist other service areas with equipment installation, new media production, and streaming
• Take ownership of service areas as assigned, documenting SOPs, participating in equipment inventory, and general conference room maintenance and office projects
• Provide support for video editing, production, and hosting
• Test and certify new and upgraded audiovisual and video conferencing hardware and software
• Co-host and operate high level video conferences and Webex Events or Zoom Webinar sessions both remotely and in person
• Conduct interoperability tests between Voice and Video endpoints 
• Provide / generate comprehensive reports and metrics for AV and VC services
• Work with Cisco to capture troubleshooting logs and related data for issue analysis
• Acts as project coordinator on audiovisual and video conferencing initiatives
• Conduct interoperability tests between endpoints
• Report, own, escalate, and bring to closure any issues faced during daily operations
• Operate and support digital signage
• Other duties as assigned

Selection Criteria

• Bachelor’s or Master’s degree with 2 years relevant experience OR equivalent combination of education and experience.
• 5+ years relevant experience with meeting and event setup, operation and troubleshooting in conference rooms and event spaces
• CTS certification preferred
• Excellent customer service and resource management skills
• Solid team collaboration skills; ability to communicate knowledge and expertise with others
• High level of problem-solving skills and the ability to recommend and implement alternative set-up and/or operations for complex systems
• Superior knowledge of current AV & VC industry practices, standards, and procedures
• Proficient experience with microphone systems, digital audio consoles, Polycom and Cisco videoconferencing equipment, SI equipment, video systems, lighting equipment, computers, device control systems
• Capability to read and understand wiring diagrams, CAD drawings and schematics
• Familiarity with computer networks (LANs, net connections, and IP)
• Skilled with MS Office programs, particularly Microsoft PowerPoint to assist presenters with simple adjustments
• Ability to thrive in a multicultural and multilingual environment
• Additional video production expertise such as camera operation, audio production, editing, or field production experience are required
• Digital savvy and a passion to help others with technology problems
• Knowledge of operating Cisco Webex, MS Teams, and/or Zoom
• Experience in video editing and production software and tools
• Understanding of livestreaming technology is a plus
• Excellent in oral and written communications
• Ability to work cooperatively and collaboratively in a team environment
• Ability to analyze information and draw accurate conclusions
• Experience with ticketing system (ServiceNow) is a plus
• Experience in installing, configuring and troubleshooting video conferencing equipment is a plus
• Solutions-oriented and with an appropriate sense of urgency
• Ability to apply problem solving strategies to evaluate and solve problems promptly.
• Copes effectively and is productive under work stress
• Ability to deal sensitively in multicultural environments and build effective working relations with clients and colleagues both within and outside the organization
• Requires strong analytic skills to create periodic statistical reports showing usage, demand, feedback, and volume of requests
• Copes effectively and is productive under work stress

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.