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 World Bank Group’s (WBG) program for Uzbekistan supports the Government’s efforts to respond to the country’s priorities and development vision based on the Performance and Learning Review (PLR) of the Country Partnership Framework (CPF) for Fiscal Years 2022–26.
The WBG Country Office in Tashkent consist of 183 professionals, of which 72 are regularly in the CO, and about 50-60 are consultants frequently using the office + visiting mission teams.
The World Bank Group is currently seeking an experienced and motivated person to provide Information Technology support and services to its Country Office in Tashkent, Uzbekistan.
The E T Consultant, 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 incumbent will report to a Regional IT lead under the Manager, ITSCR 2, responsible for the provisioning of end-user computing support services.
General Responsibilities:
•Responds to Tier I & II support requests via multiple sources such as phone and email. Enters call data into an incident management system (ServiceNow). Interacts with clients in a courteous and professional manner.
•Troubleshoots and diagnoses escalated problems by evaluating multiple options using checklists and guides. Seeks technical assistance or escalates problem, when necessary. Implements predetermined software or hardware changes to rectify any issues.
•Documents incident/problem status and resolution in log tracking. Documents solutions to common problems and responses to frequently asked questions.
•Works with basic infrastructure products and basic networking products. Provides maintenance and support for basic client products, peripherals, network, and physical moves.
•Setup, configure, and maintain videoconference, audio-visual equipment and other electronic devices for presentations or conferences.
•Works closely with other IT support teams, both within the region and in HQ.
•Extensively supports O365, AD, Azure, iOS, Android, VPN, and multi-factor authentication platforms.
•Advanced use of an incident ticketing management system - ServiceNow.
•Configures, installs, and troubleshoots PCs, peripheral equipment, and other mobile & computing devices.
•Ensures proper functioning of all office technology equipment, including PCs, Unified Communications System, fax machines, printers, copiers, scanners and docking stations.
•Ensures that Bank information and IT systems are protected in a manner consistent with Bank information security policy, procedures, and standards.
•Maintains proper inventory of all IT related equipment and software.
•Provides direction, support and training to the WBG staff on standard Bank applications. Helps staff solve problems with hardware, software, and network service issues.
•Disseminates IT information to the office and visiting staff.
•Keeps him/herself abreast with technologies (hardware and software) deployed on WBG premises.
•Follows Standard Operating Procedures and demonstrates commitment to achieve SLA goals of the team.
•Serve as a back-up for the WBG Information Officer when he is out office and perform any analytical tasks as requested.
Selection Criteria
•Bachelor’s or Master's degree in Computer Science, Engineering, Information Systems Management, with 2 years relevant experience OR equivalent combination of education and experience.
•In-depth understanding of information systems technology to include common computer applications, operating systems, hardware, networks, and messaging systems used by the WBG.
•Strong Hands-on experience in resolving common problems related to Computer Hardware, Outlook e-mail system, Remote Access and Network communications.
•Industry certifications like ITIL, Microsoft, A+, etc. preferred.
•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 necessity of incremental improvements.
•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 acts to prevent problems from recurring.
•Service Provider Assessment and Evaluation - Records data on specified vendors' services and products against defined requirements and provides input regarding assessments.
•Lead and Innovate - Initiates changes to work processes to improve efficiency and performance.
•Deliver Results for Clients - Takes full ownership to address client needs.
•Collaborate Within Teams and Across Boundaries - Contributes to wider collaborative efforts.
•Build, Apply and Share Knowledge - Actively promotes knowledge-sharing.
•Make Smart Decisions - Analyzes data to support and enable decision-making.
•Excellent English verbal and written communication skills
•Excellent Uzbek verbal and written communication skills
Terms and Conditions
The E T Consultant will work under the supervision of Regional IT lead for ECA 1 sub-region and will also frequently interact with a larger regional and international team based in Washington DC.
The consultant’s wage will be determined according to the standard WBG pay scale to be determined based on years of previous experience, education, relevant background, etc.
Interested applicants should forward their CV and motivation letter in English, including their education qualifications, at least one professional reference and any relevant experience.
Only short-listed candidates will be contacted for interviews.
World Bank Group Core Competencies
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This vacancy is archived.