IT Analyst Mobility Services

World Bank Group




Do you wish to construct a profession that’s actually worthwhile? Working on the World Financial institution gives a novel alternative so that you can assist our purchasers clear up their biggest growth challenges. The World Financial institution consists of two entities – the Worldwide Financial institution for Reconstruction and Improvement (IBRD) and the Worldwide Improvement Affiliation (IDA). It’s a international growth cooperative owned by 189 member nations. As the most important growth financial institution on this planet, the World Financial institution gives loans, ensures, threat administration merchandise, and advisory companies to middle-income and creditworthy low-income nations, and coordinates responses to regional and international challenges. 

Data and Expertise Options (ITS) permits the WBG to attain its mission of ending excessive poverty and promote shared prosperity in a sustainable manner by delivering transformative info and applied sciences to its employees working in over 150 places.

Our imaginative and prescient is to remodel how the Financial institution Group accomplishes its mission by means of info and expertise. On this fast-paced, ever-changing world, the formulation and implementation of the ITS technique is an ongoing, iterative strategy of studying and adaptation developed by means of intensive consultations with enterprise companions all through the World Financial institution Group.

ITS shapes its technique in response to altering enterprise priorities and leverages new applied sciences to attain three high-level enterprise outcomes: enterprise enablement, by offering Financial institution Group models with revolutionary digital instruments and applied sciences to remodel how they ship worth for his or her purchasers; empowerment & effectiveness, by making certain that every one Financial institution Group employees are linked, capable of finding info, and productive to speed up the supply of growth options globally; and resilience, by equipping the Financial institution Group to offer risk-based cybersecurity and strong information safety for a world community and a rising cloud platform.

Implementation of the technique is guided by three core ideas. The primary is to ship options for enterprise companions which might be customer-centric, revolutionary, and transformative. The second is to offer the Financial institution Group with worth for cash with selective and normal applied sciences. The third precept is to excel on the fundamentals by offering a excessive performing, strong, and resilient IT setting for the group.

The ITSGC division is a part of ITS and gives international communications capabilities, consumer companies and merchandise, and help for all member organizations throughout the World Financial institution Group. The companies for which ITSGC is accountable are delivered by 5 totally different models: ITSNI (International Community Administration), ITSCU (Unified Communications, Telephony, and Video-Conferencing), ITSEW (Finish-Person and Office Computing), ITSCS (Helpdesk, front-line IT help, and IT coaching), and ITSRD (Speedy Software Improvement). Moreover, ITSGC can also be liable for the coordination and implementation of all infrastructure initiatives dealing with WBG nation places of work.

Specifically, the ITSEW (Finish-Person and Office Computing) division inside ITSGC at present consists of 5 enterprise models which give expertise options for varied companies and features.  They’re:

ITSMP (Mobility and Productiveness Options) liable for the IT Mobility and Providers Facilities in addition to technique, engineering, and help of iOS, Android, ChromeOS, and EMM platforms.

ITSWP (Office Expertise Options) liable for provisioning and administration of the worldwide PC fleet and HQ and international print options.

ITSEE (Finish-Person Options and Engineering) liable for the technique and engineering of the Home windows end-user platform and related merchandise.

ITSCV (Digital Desktop Applied sciences) liable for technique, engineering, and administration of the Distant Entry platforms for each managed and unmanaged gadgets.

ITSGP (International Managed Print Providers & Options) is liable for the technique, operations, implementation and engineering of the International Managed Print Service and related merchandise.

The incumbent can be liable for offering enterprise degree consumer help by working intently with mobile service distributors and figuring out, troubleshooting and resolving reasonable to complicated technical and non-technical finish consumer questions for all mobility companies.

The incumbent will report back to the workforce lead of the ITSMP unit, who’s liable for managing the Mobility help companies beneath the ITSGC Division of the WBG.

Duties and Accountabilities:

Present oversight for day-to-day operations of the IT Mobility and Providers Middle (GRAS):

  • Present superior experience and consumer help
  • Present steering to extra junior workforce members
  • Guarantee excessive ranges of GRAS Middle consumer satisfaction
  • Cope with points that come up from the GRAS Middle personnel and purchasers
  • Setup conferences to make sure all personnel keep knowledgeable
  • Supervise contractor personnel working on the mobility help middle
  • Take part in contractor recruitment efforts
  • Guarantee Key Efficiency Indicators (KPI’s) are met
  • Preserve the general picture of the GRAS Middle
  • Present white glove service for World Financial institution VIPs, together with ordering new gadgets, offering loaners when wanted, and dealing intently with IT help employees
  • Preserve a list of gadgets used as emergency inventory for pressing orders.

Help using cellular expertise by WBG purchasers:

  • Configure and troubleshoot cellular gadgets together with however not restricted to: Android and iOS smartphones and tablets and home windows and Mac PCs
  • Help in documenting Person guides, FAQs, and SOPs
  • Ship coaching classes to end-users on ideas and tips associated to cellular gadgets and companies
  • Take part in occasions and workshops that showcase cellular gadgets and companies
  • Ship options to purchasers that leverage new and revolutionary strategies of communication and repair supply
  • Analysis trade greatest practices and traits for cellular companies and help
  • Present options to points recognized within the cellular companies setting, distant entry applied sciences and multi-factor authentication help
  • Troubleshoot points in response to requests for technical help for cellular applied sciences
  • Cut back threat by fixing day-to-day issues as they come up and taking actions to forestall issues from recurring

Function a topic knowledgeable and level of contact for the mobility service:

  • Function a focus of contact for GRAS to the Assist Desk, ITs, software house owners and tier-3 help groups on points associated to the mobility service
  • Lead bi-weekly conferences with wider IT neighborhood, presenting mobility-related matters
  • Handle the GRAS electronic mail inbox and guarantee communications are responded to promptly with the required info
  • Ship coaching classes to GRAS personnel and the broader IT neighborhood on new options
  • Coordinate with Engineering workforce, Sofia workforce, and Chennai workforce to carry out administrative duties throughout totally different ITSMP service queues and guarantee easy handover of incident tickets between places
  • Meet month-to-month with service desk representatives to take care of traces of communication and handle any escalation or coaching points
  • Help with written communication supplies to purchasers and different ITS employees

Work in shut collaboration with mobile service distributors:

  • Determine and resolve mobile service points
  • Handle challenge escalation and backbone
  • Streamline and enhance the service, provisioning and billing course of
  • Meet on a biweekly foundation to go over service points and enhancements

Collect and analyze information associated to the cellular service:

  • Assist assessment, validate, and reconcile inside and vendor information
  • Present complete reviews on ITSMP KPIs, service well being, and statuses to establish traits or anomalies and spotlight dangers
  • Carry out exploratory evaluation of information for actionable insights
  • Perceive and help the life cycle administration of company mobility belongings
  • Lead initiatives associated to the cellular companies setting similar to evaluation, deployment and implementation of recent companies, procedures, apps and gadgets,
  • Perceive and contribute to the technique, constructions, processes, and procedures of ITS in its relationship with the enterprise and its actions.
  • Different duties as assigned.

Choice Standards:

  • Bachelor’s or Grasp’s diploma with 2 years related expertise OR equal mixture of schooling and expertise.
  • Demonstrated excellence in consumer help
  • Intensive expertise supporting iOS, Android, VPN, and multi-factor authentication platforms
  • Superior expertise utilizing an incident ticketing administration system (i.e. ServiceNow, Treatment).
  • Excellent communication abilities together with the confirmed capability to convey complicated concepts by means of clear communication, concise reviews, and efficient oral shows
  • Expertise using and sustaining cellular system administration options
  • Superior information analytics and reporting data
  • Demonstrated initiative and resourcefulness in complicated environments
  • Glorious interpersonal abilities, together with the power to work successfully in a workforce/process drive
  • Self-starter with a monitor document in studying new applied sciences
  • Excellent analytical and problem-solving abilities, together with the power to outline issues and analyze the foundation trigger
  • Functionality to thrive in a fast-paced and sometimes high-pressure setting
  • Consciousness of recent traits and developments within the mobility subject in addition to the broader trade
  • Historical past of taking over more and more tougher initiatives and alternatives to study
  • Capacity to remain organized and handle time successfully
  • Expertise main a workforce and training extra junior colleagues
  • Demonstrated capability to scale back threat by fixing day-to-day issues as they come up and taking unbiased motion to forestall issues from recurring
  • Data of Institutional and ITS insurance policies, processes, procedures and companies
  • Report of innovation – bringing new approaches and insights to resolve issues
  • Historical past of collaboration inside workforce and throughout boundaries
  • Expert in venture administration; capability to coordinate with colleagues on the venture workforce; capability to ship outcomes on time
  • Standby/On Name Help: Could also be a requirement for emergencies after regular enterprise hours, on weekends or throughout Holidays





ITSEE (Finish-Person Options and Engineering) liable for the technique and engineering of the Home windows end-user platform and related merchandise.

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