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:

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 Video-Conferencing), 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) division within ITSGC currently 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 provisioning and management of the global PC fleet and HQ and global print solutions.

•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 Managed Print Services & Solutions) is responsible for the strategy, operations, implementation and engineering of the Global Managed Print Service and associated products.

Position Overview:

The incumbent will provide unit-wide coordination services across the entirety of ITSEW as well as be an active member of the ITSMP team and will work closely with other mobility team members to assist and support daily mobility operations and provide IT support services. This includes contributions to the various services managed by the Mobility Team – including but not limited to vendor management, asset management, and end user support.

Duties and Accountabilities:

•Facilitate yearly ITSEW work-program generation process.  Use collaborative tools to gather input and report on work-program objective progress at regular intervals throughout the year.  Provide assistance to team members with technical and licensing issues.  Act as point of contact for external vendor.

•Provide administrative support for the entire ITSEW team.  Schedule and facilitate team meetings.  Facilitate ITSEW-wide communications to staff.  Track progress of ITS-wide and ITSGC-wide goals within ITSEW and work with team leads to ensure staff compliance.  Work with central ITSGC PMO to make sure status of ITSEW projects and related reporting is maintained.

•Gather and analyze data. Help review, validate, and reconcile internal and vendor data. Work with team leads to report on ITSEW KPIs, service health, and statuses to identify trends or anomalies and highlight risks. Perform exploratory analysis of data for actionable insights. Investigate to define problems. Escalate exceptional issues as necessary.

•Support the use of technology by WBG clients. Understand and contribute to the strategy, structures, processes, and procedures of ITS in its relationship with the business and its activities.

•Troubleshoot in response to requests for technical support for mobile technologies. Identify problems and needs. Reduce risk by solving day-to-day problems as they arise and take actions to prevent problems from recurring.

•Coordinate with the team to perform administrative tasks across different ITSMP service queues and ensure smooth handover of incident tickets between locations.

•Understand and support the life cycle management of corporate mobility assets. Provide complete and accurate handoffs to team members.

•Serve as a mobility subject matter expert and point of contact for WBG clients, vendors and other ITS teams.

•Participate in projects related to the WBG mobile device environment, including assessment, deployment, and implementation of hardware and software upgrades.

•Deliver training sessions to the IT community and end-users on new services and best practices related to the WBG mobile device environment.  Participate in events and workshops. Assist with written communication materials and documentation updates.

•Other duties as assigned.

Selection Criteria

•Bachelor’s degree(s) in Computer Science/Engineering/ Telecommunication or Equivalent with no experience required or equivalent combination of education and relevant experience in Mobile device management and support experience.

•Excellent interpersonal skills, including the ability to work effectively in a global team environment.

•Hands-on experience with a collaborative project management tool such as Trello.

•Hands-on experience with an incident ticketing management system (ServiceNow/ Remedy).

•Experience working with MDMs (Intune/ MobileIron).

•In-depth knowledge of IOS/Android/Microsoft Products and MFA solutions.

•Self-starter with a track record in learning new technologies.

•Demonstrated initiative and resourcefulness in complex environments.

•Outstanding analytical and problem-solving skills, including the ability to define problems and analyze the root cause.

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.