IT Analyst 123 views

About the World Bank Group:

Established in 1944, the WBG is one of the world’s largest sources of funding and knowledge for development solutions. In fiscal year 2018, the WBG committed $67 billion in loans, grants, equity investments and guarantees to its members and private businesses, of which $24 billion was concessional finance to its poorest members. It is governed by 189-member countries and delivers services out of 120 offices with nearly 15,000 staff located globally.

The WBG consists of five specialized institutions: the International Bank for Reconstruction and Development (IBRD), the International Development Association (IDA), the International Finance Corporation (IFC), the Multilateral Investment Guarantee Agency (MIGA), and the International Centre for the Settlement of Investment Disputes (ICSID). The World Bank is organized into six client-facing Regional Vice-Presidencies, several corporate functions and thirteen Global Practices to bring best-in-class knowledge and solutions to regional and country clients.

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 IT 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.

The IT Regional Client Services is primarily tasked with ensuring the cohesive delivery of regional IT programs and initiatives, as well as aligning existing support channels with business needs. In achieving its objectives and providing for a best possible IT customer experience, Client Support partners with CO/HQ IT Support teams, 24/7 IT Service Desks, Training and Outreach, as well as cross-functional teams delivering products and solutions.

The ITS Client Services in the Africa Region is organized into 3 clusters: South, West and East-Central, each led by a Regional IT Lead. This position is based in Addis Ababa, Ethiopia and reports to the Regional IT Lead for East and Central Africa.

The WBG IT team in Addis-Ababa is responsible for providing high quality of Technology support services to the WBG office staff and visiting missions in Ethiopia. The team is also responsible for implementing Projects with Technical components such as hardware, software, communications, and telephony for local offices, residences of Senior Staff, and during high profile visits and workshops. The team is expected to assist with projects initiated from Bank’s HQ and the Region, by providing local perspective and input to be incorporated in designing and testing solutions.

The IT Analyst, in close collaboration with other IT colleagues 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.

Roles & Responsibilities:

• Work directly with customers 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 more complex, non-routine problems in their area of specialization.
• Serve as second, or most typically the third point of contact called upon to resolve a customer problem. Identify and engage the resources necessary to fully evaluate and address the situation, following up to ensure effective resolution.
• Analyze information related to a client support service, identifying and reporting on trends, anomalies, etc. Identify opportunities for improvements and escalate to management.
• Support and maintain the end user environment. This includes configuring new hardware, reviewing and addressing virus alerts, installing and troubleshooting software including patches, performing tests, and monitoring the environment (especially during peak periods) to anticipate support needs.
• Participate in facilities work and vendor management, as part of CO administrative teams. Participate in Service Continuity, Security and Business Continuity activities. Supports installation, maintenance, upgrades to local networks and communications infrastructure.
• Disseminate information on common problems to department staff.
• Track trending of issues and escalate, as appropriate.
• Looks at issues from the client’s perspective and takes actions beyond normal expectations to ensure client satisfaction
• Sees how ideas and best practices from other areas can be adapted or applied to address client issues
• Effectively communicates recommended changes to clients and how they will affect their business using client’s own terminology with limited jargon while attempting to minimize day to day disruption of operations.
• Resolves escalated problems of technical support. Identifies root causes. Sets up and integrates new and enhanced information systems. Identifies customer needs and determines the appropriate approach to ensure resolution. Solicits the input of appropriate technical experts and managers.
• Gathers and records data on specified vendors’ services and products against defined requirements. Assesses and compares service providers and their products in meeting these requirements. Documents findings in a report that articulates the challenges.
• Maintains office inventory of IT related equipment and software licenses, monitoring institutional charges against that inventory.
• Organizes client outreach activities and engagement strategies such IT expos, TechTalks, and other learning events.
• Monitors locally leased circuits and the last mile of global links connecting to the WBG network and to cloud service providers.
• Provides country office level network administration, including routine troubleshooting, maintenance and hardware\software upgrades. Escalates issues within World Bank and to vendors when needed.
• Ensures that WBG information and IT systems are protected in a manner consistent with Bank information security policy, procedures and standards.
• Provides input to IT budget planning.
• Experienced IT Analyst providing oversight and direction to small team of technical staff within a medium to large Country Office.
• Builds local business partnership, establishes and orchestrates a liaison relationship between local business and ITS in order to provide technical solutions which meet client needs.
• Supports conferencing and collaboration technologies such as WebEx, Jabber, codecs and cloud technologies.
• Regularly and actively participates in weekly and bi-weekly IT sector and functional team meetings.
• Regularly and effectively communicates with supervisors regarding work program successes and challenges.

Selection Criteria

• Master’s Degree with a minimum 2 years’ relevant experience or Bachelor’s degree with a minimum of 4 years’ relevant experience.
• Ability to work in a team environment with diverse background and serve in a multi-cultural environment
• Ability to contribute to delivery of results for client on complex issues; Understands clients’ most pressing challenges and Takes personal responsibility for producing high quality work,
• Ability to work with other specialty areas to define client needs and develop the best approach to meet client needs. Collaborates across boundaries
• Good Knowledge of IT Systems and Technologies deployed in the Bank; Stays abreast of new trends and developments in IT in the Bank as well as what is occurring in the broader industry. Obtains training as needed to remain current on technical expertise.
• 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 problems.
• Drive to deliver High Quality Results for Clients under pressure.
• Good communication (written and Verbal) Skills in English Language.
• Ability to Train end-users on common Software Applications
• Practical experience of ITIL standards: Document incident/problem status and resolution in tracking system (Service Now). Document solutions to common problems and respond to frequently asked questions.
• High comfort level supporting mobile devices, including smartphones and tablets from both iOS and Android platforms.
• A strong customer orientation and proven ability to deal with staff calmly in a high-pressured environment, including the ability to promote and facilitate cooperation within the organization and with clients.
• Ability to prioritize workload balance conflicting demands and willingness to work extended hours in support of time-critical projects.

Required Competencies:

• Client Understanding and Advising – Makes decisions to meet the needs of the situation by considering all available resources and information and follows through on client inquiries, requests, and addressing problems.
• Learning Orientation – Stays abreast of changes in areas of technical expertise and specialized knowledge as well as what is occurring in other related specialties.
• Broad Business Thinking – Keeps informed on business operations and the relationship of delivered support/services to the business. Provides a business-based rationale for determining the necessity of incremental improvements.
• Information Systems / Technologies / Product / Services Knowledge – Aware of the primary uses of technology by customers.
• Risk Management – Ability to Reduce risk by solving day-to-day problems as they arise and act to prevent problems from recurring.
• Service Provider Assessment and Evaluation – Ability to record data on specified vendors’ services and products against defined requirements and provides input regarding assessments.
• Knowledge of Institutional and ITS Policies, Processes, procedures and Services – Basic understanding of the WBG organization, institutional and ITS policies, processes, services and procedures.
• Lead and Innovate – Ability to initiate changes to work processes to improve efficiency and performance.
• Deliver Results for Clients – Takes full ownership to address client needs.
• Ability to Collaborate Within Teams and Across Boundaries
• Ability to Create, Apply and Share Knowledge actively
• Ability to Make Smart Decisions by Analyzing Data.
• Information Systems / Technologies / Product / Services Knowledge – Aware of the primary uses of technology by customers.
• Risk Management – Reduces risk by solving day-to-day problems as they arise and takes action to prevent problems from recurring.
• Ability to Make Smart Decisions – Analyzes data to support and enable decision-making.
• Past experience building and maintaining a data analytics tool for helpdesk case management.