Information Analyst

Information Analyst

Job #:

req20817

Organization:

World Bank

Sector:

Information Technology

Grade:

GE

Term Duration:

2 years 0 months

Recruitment Type:

Local Recruitment

Location:

Washington, DC,United States

Required Language(s):

English

Preferred Language(s):

Closing Date:

2/3/2023 (MM/DD/YYYY) at 11:59pm UTC

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 provides global communications and client services, products, and support for all member organizations across the World Bank Group. ITSGC Functions/Services are as follows: 1. Global Network (LAN, WAN, and Wi-Fi) design, engineering, and support 2. Global Unified Communications (Telephony and Videoconferencing) 3. Provisioning and supporting all end-user devices and mobility services (PCs, Tablets, smartphones, and other network-accessible devices) 4. Front-line IT support services including Helpdesk, all levels of client-facing support, and End-user IT Training 5. Single point of contact for coordination and implementation of all IT infrastructure projects and initiatives deploying to the WBG country offices worldwide.

IT Analyst, Client Services, will be responsible for providing enterprise-level IT support to clients by working closely with service teams within ITS and service vendors and identifying, troubleshooting, and resolving basic to complex technical and non-technical end-user questions for all desktop/computing services.

The selected applicant will report to a cluster business IT lead under the Manager, ITSCW, responsible for providing end-user computing support services.

Duties/ Accountabilities:

Experienced IT Analyst providing direct client support, specifically,

• Demonstrates strong customer service skills and works directly with customers to fully diagnose the root cause of a problem, assesses complex, non-routine problems, and understands the clients' comfort level with technology.

• Analyzes information related to a client support service, identifying and reporting trends, anomalies, etc., and disseminates information on common problems to clients. Find opportunities to freely share knowledge and expertise with other IT support staff and raise improvements to management.

• Serves as second, or most typically the third point of contact to resolve a customer problem. Identifies and engages the resources necessary to thoroughly evaluate and address the situation, following up to ensure effective resolution.

• Capable of delivering robust orientation to clients on new products and services, coaching them using these tools to enhance their productivity and improve efficiency in their work program.

• Receives and takes ownership of ServiceNow's incidents and tasks, assets management and responds to, resolves incidents within agreed-upon timeframes, communicates progress to clients, and documents work performed in the system.

• Conducts complete diagnostics of most business technology problems involving multiple systems, clients, platforms, technologies, and troubleshoots, provides workarounds, permanent fixes to issues identified in the end-user environment, and offers technical solutions for imaging post-install problems.

• Capable of coordinating projects at the team/location level by ensuring a particular product deployed to meet guidance from service providers, dividing labor among appropriate resources, leading team members on these tasks and initiatives with a regular follow-up a drive for results.

• Follows established procedures with limited direction, makes routine and more complex decisions, with only occasional consultation with the supervisor.

Selection Criteria

• Bachelor's or Master's degree with 2 years relevant experience OR equivalent combination of education and experience.

• Excellent Windows desktops, VPNs, and Apple mobile devices supporting skills.

• Advanced knowledge and skills in Microsoft suite products, e.g., Office365, Outlook, SharePoint, OneDrive on Mobile and PC, and browser-based applications.

• Advanced skills with virtual meeting tools, including Cisco products, such as WebEx and Jabber, and MS Teams and Zoom.

• Experience in performing incident management according to ITIL standards, using the ServiceNow system, and adhering to Service Level Agreements and quality metrics.

• Experience in supporting VIP clients, with the flexibility to handle last-minute and urgent requests.

• Experience in communicating information and conducting training.

Required Competencies:

• Client Understanding and Advising - Analyzes situations and resolves alternative or creative scenarios and approaches to give to the business differently. Looks at issues from the client's perspective and acts beyond normal expectations to ensure client satisfaction.

• Learning Orientation - Stays abreast of new trends and developments in own specialty area and what is occurring in the broader industry.

• Broad Business Thinking - Maintains an in-depth understanding of the long-term implications of decisions for the department and the client's business. Ensures that conclusions are supported by relevant partners as well as good performance data.

• Information Systems / Technologies / Product / Services Knowledge - Resolves escalated problems of technical support. Identifies root causes, customer needs and determines the appropriate approach to ensure resolution.

• Risk Management - Reduces risk by solving day-to-day problems as they arise and preventing recurring problems.

• Knowledge of Institutional and ITS Policies, Processes, Procedures, and Services - Possesses good working knowledge of the WBG organization, institutional and ITS policies processes, services, and procedures. Applies understanding draws upon appropriate resources and applies problem-solving strategies to evaluate and resolve issues.

• Lead and Innovate - Applies critical thinking to current approaches, identifies areas for improvement, and tries new solutions that get results.

• Deliver Results for Clients - Takes full ownership to address client needs.

• Collaborate Within Teams and Across Boundaries - Keeps others fully informed to ensure integration and work consistency and displays a sense of mutuality and respect.

• Create, Apply and Share Knowledge - Gives to the department's and WBG's body of knowledge by applying lessons learned and expertise.

• Make Smart Decisions - Seeks and analyzes facts, data, and lessons of experience to support sound, logical decisions regarding own and others' work.

Note: This internal requisition is open to WBG and IMF staff only (including short-term and extended term consultants/ temporaries). External candidates are requested not to apply. In case an external candidate applies, their application will not be considered.

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.