Senior IT Assistant, Client Services

Posted: 11/29/2024 - Application Deadline: 12/20/2024 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 130 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. ITS Vice Presidency Context: The Information and Technology Solutions (ITS) Vice Presidential Unit (VPU) enables the World Bank Group to achieve its mission of ending extreme poverty and boost shared prosperity on a livable planet by delivering transformative information and technologies to its staff working in over 150+ locations. Duties/Accountabilities: Expert IT specialist in providing direct business partner support. Demonstrates strong customer service skills and business partner orientation, working directly with customers to diagnose problems and assess comfort levels with technology. Supports and maintains the end-user computing environment, including configuring new hardware, addressing virus alerts, installing and troubleshooting software, and supervising the environment during peak periods. Follows established procedures, receives and takes ownership of tickets from the ServiceNow ticketing system, and resolves incidents within agreed-upon timeframes. Includes asset management tasks such as updating asset information in a shared database and ensuring accurate reporting of asset data. Shares knowledge and expertise with other IT support staff and analyzes opportunities to improve workflow. Recommends and provides hands-on training and consultations to business partners on tools and solutions. Supports VIP business partners and high-level meetings, including videoconferencing and PC support in time-critical settings. Selection Criteria: Bachelor's degree with no experience required or equivalent combination of education and relevant experience. Preferred Education/Experience: Familiarity with virtual meeting tools, including Cisco products WebEx, Microsoft Teams, and Zoom. Experience in performing incident management using the ServiceNow system. Knowledge of basic AI tools available to the World Bank Group, such as mAI, ChatIFC, CoPilot, and GenAI tools. Skilled at presentations in various formats for training and consultations. Familiarity with Agile methodologies and practices. Business Partner Understanding and Advising. Learning Orientation. Broad Business Thinking. Information Systems / Technologies / Product / Services Knowledge. Risk Management. Service Provider Assessment and Evaluation. Knowledge of Institutional and ITS Policies, Processes, Procedures, and Services. Lead and Innovate. Deliver Results for Business Partners. Collaborate Within Teams and Across Boundaries. Create, Apply and Share Knowledge. Make Smart Decisions. Artificial Intelligence familiarity. Agile understanding. 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 and do not discriminate based on gender, gender identity, religion, race, ethnicity, sexual orientation, or disability. Learn more about working at the

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