Description

Do you want to build a career that is truly worthwhile? Working at the World Bank provides a unique opportunity for you to help our clients solve their greatest development challenges. The World Bank consists of two entities – the International Bank for Reconstruction and Development (IBRD) and the International Development Association (IDA). It is a global development cooperative owned by 189 member countries. As the largest development bank in the world, the World Bank provides loans, guarantees, risk management products, and advisory services to middle-income and creditworthy low-income countries, and coordinates responses to regional and global challenges. 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 is part of ITS and provides global communications capabilities, client services and products, and support for all member organizations across the World Bank Group. The services for which ITSGC is responsible are delivered by 5 different units: ITSNI (Global Network Management), ITSCU (Unified Communications, Telephony, and Video-Conferencing), ITSEW (End-User and Workplace Computing), ITSCS (Helpdesk, front-line IT support, and IT training), and ITSRD (Rapid Application Development). Additionally, ITSGC is also responsible for the coordination and implementation of all infrastructure projects facing WBG country offices.

In particular, the ITSEW (End-User and Workplace Computing) division within ITSGC currently consists of 5 business units which provide technology solutions for various services and functions.  They are:

•ITSMP (Mobility and Productivity Solutions) responsible for the IT Mobility and Services Centers as well as strategy, engineering, and support of iOS, Android, ChromeOS, and EMM platforms.

•ITSWP (Workplace Technology Solutions) responsible for provisioning and management of the global PC fleet and HQ and global print solutions.

•ITSEE (End-User Solutions and Engineering) responsible for the strategy and engineering of the Windows end-user platform and associated products.

•ITSCV (Virtual Desktop Technologies) responsible for strategy, engineering, and management of the Remote Access platforms for both managed and unmanaged devices.

•ITSGP (Global Managed Print Services & Solutions) is responsible for the strategy, operations, implementation and engineering of the Global Managed Print Service and associated products.

Position Overview:

The incumbent will be responsible for providing enterprise level client support by working closely with cellular service vendors and identifying, troubleshooting and resolving moderate to complex technical and non-technical end user questions for all mobility services.

The incumbent will report to the team lead of the ITSMP unit, who is responsible for managing the Mobility support services under the ITSGC Department of the WBG.

Duties and Accountabilities:

•Provide oversight for day-to-day operations of the IT Mobility and Services Center (GRAS):

o Provide advanced expertise and client support

o Provide guidance to more junior team members

o Ensure high levels of GRAS Center client satisfaction

o Deal with issues that arise from the GRAS Center personnel and clients

o Setup meetings to ensure all personnel stay informed

o Supervise contractor personnel working at the mobility support center

o Participate in contractor recruitment efforts

o Ensure Key Performance Indicators (KPI’s) are met

o Maintain the overall image of the GRAS Center

o Provide white glove service for World Bank VIPs, including ordering new devices, providing loaners when needed, and working closely with IT support staff

o Maintain an inventory of devices used as emergency stock for urgent orders.

•Support the use of mobile technology by WBG clients

o Configure and troubleshoot mobile devices including but not limited to: Android and iOS smartphones and tablets and windows and Mac PCs

o Assist in documenting User guides, FAQs, and SOPs

o Deliver training sessions to end-users on tips and tricks related to mobile devices and services

o Participate in events and workshops that showcase mobile devices and services

o Deliver solutions to clients that leverage new and innovative methods of communication and service delivery

o Research industry best practices and trends for mobile services and support

o Provide solutions to issues identified in the mobile services environment, remote access technologies and multi-factor authentication support

o Troubleshoot issues in response to requests for technical support for mobile technologies

o Reduce risk by solving day-to-day problems as they arise and taking actions to prevent problems from recurring

•Serve as a subject matter expert and point of contact for the mobility service:

o Serve as a focal point of contact for GRAS to the Help Desk, ITs, application owners and tier-3 support teams on issues related to the mobility service

o Lead bi-weekly meetings with wider IT community, presenting mobility-related topics

o Manage the GRAS email inbox and ensure communications are responded to promptly with the necessary information

o Deliver training sessions to GRAS personnel and the wider IT community on new solutions

o Coordinate with Engineering team, Sofia team, and Chennai team to perform administrative tasks across different ITSMP service queues and ensure smooth handover of incident tickets between locations

o Meet monthly with service desk representatives to maintain lines of communication and address any escalation or training issues

o Assist with written communication materials to clients and other ITS staff

•Work in close collaboration with cellular service vendors:

o Identify and resolve cellular service issues

o Manage issue escalation and resolution

o Streamline and improve the service, provisioning and billing process

o Meet on a biweekly basis to go over service issues and enhancements

•Gather and analyze data related to the mobile service:

o Help review, validate, and reconcile internal and vendor data

o Provide comprehensive reports on ITSMP KPIs, service health, and statuses to identify trends or anomalies and highlight risks

o Perform exploratory analysis of data for actionable insights

•Understand and support the life cycle management of corporate mobility assets

•Lead projects related to the mobile services environment such as assessment, deployment and implementation of new services, procedures, apps and devices,

•Understand and contribute to the strategy, structures, processes, and procedures of ITS in its relationship with the business and its activities.

•Other duties as assigned.

Selection Criteria

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

•Demonstrated excellence in client support

•Extensive experience supporting iOS, Android, VPN, and multi-factor authentication platforms

•Advanced experience using an incident ticketing management system (i.e. ServiceNow, Remedy).

•Outstanding communication skills including the proven ability to convey complex ideas through clear communication, concise reports, and effective oral presentations

•Experience utilizing and maintaining mobile device management solutions

•Advanced data analytics and reporting knowledge

•Demonstrated initiative and resourcefulness in complex environments

•Excellent interpersonal skills, including the ability to work effectively in a team/task force

•Self-starter with a track record in learning new technologies

•Outstanding analytical and problem-solving skills, including the ability to define problems and analyze the root cause

•Capability to thrive in a fast-paced and often high-pressure environment

•Awareness of new trends and developments in the mobility field as well as the broader industry

•History of taking on increasingly more challenging projects and opportunities to learn

•Ability to stay organized and manage time effectively

•Experience leading a team and coaching more junior colleagues

•Demonstrated ability to reduce risk by solving day-to-day problems as they arise and taking independent action to prevent problems from recurring

•Knowledge of Institutional and ITS policies, processes, procedures and services

•Record of innovation - bringing new approaches and insights to solve problems

•History of collaboration within team and across boundaries

•Skilled in project management; ability to coordinate with colleagues on the project team; capacity to deliver results on time

•Standby/On Call Support: May be a requirement for emergencies after normal business hours, on weekends or during Holidays

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.