Back IT Analyst-Support, Sofia, Bulgaria

IT Analyst-Support

Job #: req11140

Organization: World Bank

Sector: Information Technology

Grade: GE

Term Duration: 3 years 0 months

Recruitment Type: Local Recruitment

Location: Sofia,Bulgaria

Required Language(s): English

Preferred Language(s): Closing Date: 4/1/2021 (MM/DD/YYYY) at 11:59pm UTC

Description

About the World Bank Group:

Established in 1944, the World Bank Group (WBG) is one of the largest sources of funding and knowledge for developing countries; a unique global partnership of five 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). With 189 member countries and more than 120 offices worldwide, the WBG works 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.

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.

Unit Context:

The ITS Rapid Application Development (ITSRD or RAD) offers fee-based services across the World Bank Group to help quickly solve specific business problems that fall out of scope from enterprise information technology solutions. RAD uses an accelerated, collaborative, and agile approach to develop these solutions for business partners by providing a full-service approach that includes:

• Assisting clients to navigate the World Bank IT processes and procedures more efficiently;
• Providing fast turnaround on software development and enhancements to new and existing applications that fall out of scope from enterprise IT offerings; and
• Offering quality deliverables and scalable solutions for individual business needs.

Position Context:

The IT Support Analyst will provide front-line primary technical support to end users on various technical issues and problems relating to ITSRD applications and websites. They will also be responsible for responding to, documenting and resolving service tickets in a timely manner according to SLA. The IT Support Analyst must have excellent problem-solving skills in order to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate ITSRD staff members.

The Support Analyst will also perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention. This position will support multiple technologies including but not limited to SharePoint, .NET, Drupal, MS Dynamics CRM, MS PowerApps, ReactNative, and HTML/CSS. This position may require independent work, sharing information and assisting others with work orders.

Duties and Responsibilities:

• Provide exceptional customer service via phone and email as appropriate.
• Resolve help desk issues including troubleshooting hardware and software issues.
• Administration of Drupal and WordPress CMS.
• Maintain Knowledge Transfer documents and video library.
• Solution deployment to production environments.
• Complete small enhancements to existing applications and websites.
• Assist in improving on all existing Drupal products.
• Work with internal technical teams and clients to support existing applications.
• Become a subject matter expert on all things Drupal/ WordPress as it relates to existing application development, new development and support.

Selection Criteria

• Master's degree with 2 years relevant experience or Bachelors Degree with a minimum of 4 years relevant experience working in an end-user support role.
• Apply periodic maintenance and apply Patches.
• Experience with JavaScript Frameworks (Knockout, jQuery), HTML5, CSS3, JSON, Responsive Web Design using Zurb Foundation or Twitter Bootstrap frameworks.
• Knowledge of Agile concepts or experience working with agile-developed projects.
• Knowledge of connection/integration mechanisms such as APIs, proxies, load-balancers.
• Excellent verbal and written communication skills.
• Ability to interact with customers and work in a peer-reviewed environment.
• Learn and work knowledgeably to sustain customer expectations and industry best practices.
• Ability to effectively design a Drupal/ WordPress back-end architecture and infrastructure to support high-traffic and high-visibility websites.
• Demonstrated ability to write, install, and configure modules and/or themes to Drupal/ WordPress standards.

Poverty has no borders, neither does excellence. We succeed because of our differences and we continuously search for qualified individuals with diverse backgrounds from around the globe.

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