Deadline: 25 August 2015
The World Bank Group is currently seeking applications from the eligible applicants for the post of IT Analyst, Client Services based in Washington DC, USA.
IT Analyst 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 WBG is one of the world’s largest sources of funding and knowledge for development solutions.
Key Job Responsibilities
The IT Analyst performs the following functions-
- Works directly with customers to probe and ask effective questions to fully diagnose both the root cause of a problem and the customer’s comfort level with technology. Assesses more complex, non-routine problems in their area of specialization.
- Serves as second, or most typically the third point of contact 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.
- Analyzes information related to a client support service, identifying and reporting on trends, anomalies, etc. Identify opportunities for improvements and escalate to management.
- Supports and maintains the end user environment. This includes configuring new hardware, reviewing and addressing virus alerts, installing and troubleshooting software including patches, performing tests, and monitoring the environment (especially during peak periods) to anticipate support needs.
- In COs, participates in facilities work and vendor management, as part of CO administrative teams. Participate in security and business continuity activities. In COs, supports installation, maintenance, upgrades to local networks and communications infrastructure.
- Disseminates information on common problems to department staff.
- Tracks trending of issues and escalate, as appropriate.
- Troubleshoot, provide work-around, and permanent fixes to issues identified in the mobile services environment, remote access and SecurID
- Work in close collaboration with cellular vendors:
- To identify and resolve cellular service issues
- To streamline and improve the service, provisioning and billing process
- Work in close collaboration with Enterprise Architect and Office of Information Security in support of mobility services.
- Serve as subject matter expert point of contact for the Help Desk, ITCs application owners and tier-3 support teams on issues related to the mobile service support.
- Lead projects related to the mobile services environment such as assessment, deployment and implementation of new devices, services, apps and procedures.
- Research industry best practices, trend for mobile services and connectivity.
- Configure and troubleshoot mobile devices including but not limited to: Android, iOS, Windows smart phones, tablets and laptops.
- Document configuration changes, FAQs, SOPs and solutions to issue resolutions.
- Responsible for redesigning the eServices workflow to accommodate new changes in the remote access, SecurID and mobility services.
- Deliver training sessions to the IT community on new solutions as well as end-users on tips and tricks related to the mobile service.
- Manage and track inventory of mobile devices and SecurID.
- Provide / generate comprehensive reports and metrics for mobile services.
- Supervise other contractor personnel working at the mobility support center.
Eligibility Criteria
Applicants must have-
- Master’s degree with 4 years relevant experience or Bachelors Degree with a minimum of 7 years relevant experience.
- Extensive experience in supporting iOS, Android, VPNs and SecurID and platforms.
- Advanced SharePoint design, balancing at-odds requirements of security, speed, ease of use, and stability.
- Extensive experience in utilizing and maintaining Mobile Iron
- Extensive experience in supporting Outlook on Mobile, Mobile device management and VPN solutions
- Advanced experience in using Remedy ARS
How to Apply
Applications must be submitted through online process.
For more information, please visit WBG.
