- Organization: World Bank
- Country: Ethiopia
- City: Addis Ababa
- Office: The World Bank, Addis Ababa
- Follow @UNjobs
Closing date: Tuesday, 13 December 2016
- Grade
- Location Addis Ababa, Ethiopia
- Recruitment Type Local Hire
- Language Requirement English [Essential]
- Closing Date 13-Dec-2016
Innovation and partnership bond the five institutions of the World Bank Group (WBG): The International Bank for Reconstruction and Development (IBRD) and the International Development Association (IDA), which together form the World Bank; the International Finance Corporation (IFC); the Multilateral Investment Guarantee Agency (MIGA); and the International Centre for Settlement of Investment Disputes (ICSID). The World Bank Group is one of the world's largest sources of funding and knowledge for developing countries. It uses financial resources and extensive experience to help our client countries to reduce poverty, increase economic growth, and improve quality of life. To ensure that countries can access the best global expertise and help generate cutting-edge knowledge, the World Bank Group is constantly seeking to improve the way it works. Key priorities include delivering measurable results, promoting openness and transparency in development, and improving access to development information and data.
Information and Technology Solutions (ITS) enables the WBG to achieve its mission of ending extreme poverty by 2030 and boosting shared prosperity in a sustainable manner by delivering transformative information and technologies to its staff working in over 130 client countries. ITS services range from: establishing the infrastructure to reach and connect staff and development stakeholders; providing the devices and agile technology and information applications to facilitate the science of delivery through decentralized services; creating and maintaining tools to integrate information across the World Bank Group, the clients we serve and the countries where we operate; and delivering the computing power staff need to analyze development challenges and identify solutions. The ITS business model combines dedicated business solutions centers that provide services tailored to specific World Bank Group business needs and shared services that provide infrastructure, applications and platforms for the entire Group. ITS is one of three VPUs that have been brought together as the World Bank Group Integrated Services (WBGIS), to provide enhanced corporate core services and enable the institution to operate as one strategic and coordinated entity.
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The ITSCR team in Africa is responsible for providing high quality technology support of the WBG Mission in the region. The team is responsible for implementing projects with technical components such as hardware, software, communications, and telephony for the office staff and visitors. The team will be tasked with researching regional and national technology opportunities to promote best practices while enhancing client's ability to work successfully. The team is expected to assist with projects initiated from HQ and the region, by providing local perspective and input to be incorporated in designing and testing solutions.
The Senior IT Assistant will provide ongoing support for all WBG office staff as well as staff visiting from HQ or other Country Offices. S/he will manage the full range of information technologies for the office, which include, but not limited to: addressing daily desktop support, conferencing support, remote access and network support, issues concerning the maintenance and implementation of IT standards, knowledge sharing, asset inventory, maintaining local vendor relations and understanding contracts/Service Level Agreements (SLA), as well as providing local office training. There will be a significant role for asset management, data support and SCCM software asset monitoring.
This position is based in Addis Ababa, Ethiopia, and reports to the Regional IT Lead for Africa Region.
Note: If the selected candidate is a current Bank Group staff member with a Regular or Open-Ended appointment, s/he will retain his/her Regular or Open-Ended appointment. All others will be offered a 2 year term appointment.
Duties and Accountabilities:
- Serve as the primary point of contact on all matters related to hardware, software and communications support for the CO. Support/ maintain end-user IT environment; this include assessing and deploying hardware and software upgrades, telephony and VC systems.
- Work directly with users to probe and ask effective questions to fully diagnose both the root cause of a problem and the customer's comfort level with technology; assess complex, non-routine problems; follow up with all fixes and repairs of IT problems in the Country Office.
- Setup, configure, and maintain video-conference, audio-visual equipment and other equipment for presentations/ conferences; when necessary support installation, maintenance and upgrades of local networks and communications infrastructure as part of the office infrastructure projects.
- Provide training to Clients on IT Products/ Services, particularly to newly hired staff.
- Document, maintain and enhance work processes and standards in the area, including documenting procedures for troubleshooting and incident resolution/solution.
- Participate in Service Continuity, Security and Business Continuity activities. Troubleshoots, provide workarounds, and permanent fixes to issues identified in the end user environment.
- Disseminate relevant IT information to Country Office and visiting staff.
- Collect feedback on IT services from clients, through surveys and other tools, and inform other IT colleagues in the office, Region and if necessary inform other relevant ITS teams.
- Track trending of issues and escalate, as appropriate.
- Work closely with other ITS colleagues, both within the region and in ITS.
- Under the direction of the IT Officer, might assist in establishing the IT budget for the CO. Assist in the decision making/planning process of IT needs at the beginning/end of each fiscal year.
- Assist IT Officer in ordering standard IT equipment for CO.
- Assist staff in procurement of smartphones and other mobile devices.
- Under the direction of IT Officer, evaluate and pilot test new products and services, both hardware and software.
- Work closely with team and functional group leaders to manage data, IT assets and reporting.
- Utilize Microsoft SCCM regularly to manage tracking of IT hardware and software assets.
- Provide local support to all WBG Standard Software and Corporate applications.
- Administer WBG information security standards, including requesting IT accounts, SecureIDs, remote access and passwords. Adhere to Institutional policies and advise on 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.
- Attend Learning programs to maintain a working knowledge of the IT trends in the business relevant to supporting the WBG IT standards.
- Use the 'Remedy' call tracking system to track work and analyze reports to identify problem areas and training opportunities.
- Maintain a proper inventory of all CO IT related equipment and software. Act as the Software Asset Custodian (SAC) on behalf of the CO clients and ensure licensed software is tracked and maintained in line with the Institutional Software Asset Management (ISAM) Procedure.
- Participate in facilities work and vendor management, as part of CO administrative teams. Coordinate Country Office moves of IT hardware and communications.
- Ensure Service Level Agreements are maintained with local maintenance providers.
- Monitor local city and national technology trends and developments.
The successful candidate should have
Education and Experience:
- Bachelor's degree in Computer Systems/Sciences/IT with a minimum of 3-5 years of relevant experience with donor/funded, International Organizations/Institutions or reputable telecom/IT sector.
- Good Knowledge of IT Technologies (Troubleshooting, Windows Platform, Exchange, Microsoft Office, Printers, Scanners, Servers and alike).
- Experience of serving Clients in a multi-cultural environment.
- Good Knowledge of IT Technologies: Windows Platform, Microsoft Office, Printers, Scanners, Servers etc.
- Strong client service skills and the ability to work under pressure with accuracy and professionalism.
- Understanding of Microsoft Active Directory, DNS service and other networking methods and technologies.
- Proficiency in the recent Microsoft Windows applications.
- In-depth knowledge of MS Outlook and Office products.
- Knowledge of Network communication technologies and other WAN/LAN products.
- Familiarity with IP Telephony and troubleshooting.
- Good knowledge and experience of setting up and supporting Videoconference Facilities.
- Comfortable using remote access technologies and remote troubleshooting.
- Excellent communications skills; the ability to listen and then clearly describe the problem and proposed solution.
- Excellent discipline with managing web content details and IT asset data.
- Excellent written and spoken communication skills in English and French.
- Knowledge of Institutional and ITS policies, directives and procedures.
- General knowledge of the mission and business requirements of the World Bank Group.
- Proven ability to work alone and in a team environment.
- Client Orientation - Maintains client relationships in the face of conflicting demands or directions and provides evidence-based advice and solutions based on sound diagnosis and knowledge.
- Drive for Results - Identifies the needed resources to accomplish results involving multiple stakeholders and finds solutions to obstacles affecting key deliverables.
- Teamwork and Inclusion - Shows leadership in ensuring the team stays organized and focused, and actively seeks and considers diverse ideas and approaches.
- Knowledge, Learning and Communication - Leads in the sharing of best practice, trends, knowledge and lessons learned across units and with clients and partners, articulating ideas verbally and in writing in a clear and compelling way across audiences of varied levels.
- Business Judgment and Analytical Decision Making - Serves as a trusted advisor to others on their decisions, ensuring alignment across units and optimal impact on the organization as a whole.
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