IT Officer

4 weeks ago

กรงเทพมหานคร, Thailand World Bank Group Full time

**Job #**:

- req22657**Organization**:

- World Bank**Sector**:

- Information Technology**Grade**:

- GF**Term Duration**:

- 3 years 0 months**Recruitment Type**:

- Local Recruitment**Location**:

- Bangkok,Thailand**Required Language(s)**:

- Thai, English**Preferred Language(s)**:

- English**Closing Date**:

- 5/31/2023 (MM/DD/YYYY) at 11:59pm UTC**Description**

**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.

ITSR1: The IT Regional Client Services 1 (ITSR1) is primarily tasked with ensuring cohesive delivery of regional IT programs and initiatives in South Asia, East Asia and Africa, 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 directs and partners with other ITS teams/ Service-Desks, Training and Outreach, as well as cross-functional teams delivering products and solutions.

The IT Officer - Client Services will serve as a Primary IT for Bangkok Client Services. S/he will be responsible for IT Service delivery & lead roll out of IT Projects/ Initiatives for World Bank Thailand Offices. World Bank Thailand is a medium-sized office with currently over 200 end-users providing investments and development and sustainability programs for WBG.

The IT Officer will report directly to the Senior IT Officer of the Client Services Unit (ITSR1)

**Duties & Responsibilities**
- Ensures IT services are delivered according to service level agreements (SLAs) and tracked in ServiceNow for follow-up corrective actions, and reporting purposes.
- Monitors/ coordinates overall IT support and often serves as an escalation point called upon to resolve a customer problem. Identifies and engages the resources necessary to fully evaluate and address the situation, following up to ensure effective resolution.
- Leads and is responsible for day to day work of vendors including contract issues related to end user support and IT Infrastructure Management.
- Ensures that information on common problems is aggregated, fully analyzed, synthesized, and disseminated to local IT team.
- Ensures compliance to standards and procedures set by IT Service Management Team using ServiceNow.
- Ensures service quality by regularly checking on CSAT feedback, manage daily taskwork of ITs.
- Contributes to the creation of standard operation procedures/ guidelines and ensures compliance in local office.
- Provides technical guidance and mentorship to junior team members.
- Identifies opportunities for improvement and propose mechanisms to management that will ensure continual process improvement.
- Leverages understanding of network connectivity and infrastructure to provide solutions.
- Leads, participate and deploy IT projects for Bangkok Office & regionally, while closely coordinating with ITS headquarters and regional teams to resolve any arising issues.
- Leads the deployment of centrally and locally procured IT assets in compliance of WBG IT asset management process to ensure data consistency as well as asset tagging, inventory, reconciliation, and reporting.
- Ensures alignment to Institutional Software Asset Management (ISAM) Procedure.
- Proactively and regularly engages with WBG Staff, advises and ensures they receive the right services and resources to resolve any

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