World Bank Information Analyst - Kuwait City, Kuwait

The World Bank provides Kuwait with advisory services through the Technical Cooperation Program (TCP). The World Bank contributes its global knowledge and international experience to serve the country’s vision for enhancing the economic and social welfare of all Kuwaitis. In response to the priorities identified by the government, the World Bank Country Office in Kuwait focuses its technical assistance work on priority areas, mainly: human development, improving public sector performance, and promoting private sector development and economic diversification. In doing so, the team in Kuwait draws on the best expertise at the Bank’s Headquarters in Washington, DC, and elsewhere in regional Bank offices and among world renowned international experts in their fields of specialization. The Information Technology (IT) Analyst will be assigned in the World Bank Country Office in Kuwait to help serve the above purpose.

The Information Technology Analyst provides office technology and information management services to country office staff and visitors. He/she operates with limited technical supervision and has the primary responsibility for all office and information technology, e.g., Local Area Networks and link connections to headquarters, desktop and laptop units, PABXs, copy machines, faxes and other electronic devices. He/she provides training in the use of technology and serves as the primary technical advisor for the country office. This post also includes regular involvement in Information and Communication Technology (ICT) projects or components of technical projects that the Bank supports in Kuwait.

Note: If the selected candidate is a current Bank Group staff member with a Regular or Open-Ended appointment, s/he will retain his/her Regular or Open-Ended appointment. All others will be offered a 2 year term appointment.

The Information Technology Analyst will be a member of the MNA IS/IT team led by the Senior Information Technology Officer and will be responsible for providing training and end-user support in the IS/IT area to country office staff in particular, and to visiting staff from HQ in general. His/her functions will involve internal office IT support (50%) and external IT project support (50%).

Internal Office IT Support (50%):

• Help users solve hardware, software and network-related problems;

• Provide network administration including routine trouble-shooting, maintenance and upgrades;

• Assist in selection and evaluation of hardware and software;

• Install, configure, and support Bank-standard hardware and software, including desktops, laptops, printers local as well as network) and Bank-standard software (e.g., Lotus Notes, VISTA, Windows 7, MS Office 2007/2010, SAP etc.);

• Provide all manner of Lotus Notes support, including hardware setups (desktop/laptop/home PCs);

• Prepare and support laptop computers, including Lotus Notes setups;

• Assist staff with virus control issues;

• Provide IS/IT support to visiting staff from HQ and other Country Offices;

• Provide support for the Bank’s remote access services (Fiberlink e360, WIFI, Lotus Notes mobile lite, etc.) for local as well as visiting staff;

• Assist in the development and maintenance of country office Web pages;

• Assist in setting up of the network infrastructure at the Bank office’s permanent location;

• Support the Bank’s communication network infrastructure (MPLS, Routers, Switches, Hubs, Local ISP link, etc.). Ensure that the network is functioning on a 24x7 basis. Liaise with the local ISP, Telecom provider and the Bank’s Network Operations Center (NOC) if required in this regard;

• Schedule, and support Video conferencing equipment;

• Ensure proper functioning of all office technology equipment including local telephone system, fax machines, copiers, docking stations and scanners;

• Provide troubleshooting and maintenance services for the CISCO PABX;

• Provide direction, support and training in specific applications and/or technologies to users;

• Set up and operate multimedia equipment for conferences and workshops inside and outside the Bank office. Provide support for PowerPoint presentations and scanning;

• Assist in the procurement of IT equipment and accessories for the office; • Undertake ad-hoc tasks related to office/information technology tasks and/or equipment as requested by staff or visiting missions. This may include some general office support;

• Provide other admin and logistical support upon request from the Country Manager based on business needs.

External IT Project Support (50%):

• Provide technical input expertise to the design and development of information and communications technology (ICT) operations and technical assistance activities.

• Contribute to implementation of TA tasks that include substantial IT components, through analysis, planning, and on-going support to projects.

• Provide technical expertise for the design of ICT strategies, with emphasis on network communication infrastructure.

• Keep up to date on available ICT capabilities in Kuwait, and the Kuwait Internet Network. Maintain strong relationship with the Central Authority for Information Technology and other related government agencies.

• Participate in technical assistance missions, within the framework of the above roles and help supervise the implementation of ICT projects.

• Bachelor’s degree in a relevant field (Computer science, Information systems, Business, Engineering, Economics or related field), with a minimum of four (4) years of relevant experience working on ICT sector issues. Master’s degree and 5+ years preferred.

• Excellent analytical skills, including ability to think strategically about the role of ICT in other sectors

• Proven capacity to conceptualize, organize, manage and bring to closure high quality work quickly and independently.

• Excellent command of information resources, particularly on ICT sector.

• Outstanding interpersonal skills to function in a multidisciplinary team and willingness to collaborate closely with colleagues and across boundaries.

• Relevant Experience working with governments in developing countries, with preference in the Middle East and North Africa (MENA) Region.

• Familiarity with a range of Bank instruments and activities is a plus.

• Excellent written and verbal communications skills in English and Arabic are mandatory.

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• Knowledge of systems: Excellent knowledge of Windows 7, Windows 2008 Server, Active directory and TCP/IP Networks. Excellent knowledge of all Microsoft Office 2007/2010 applications, System Center Configuration Manager, SAP and Lotus Notes.

Personal criteria: Ability to troubleshoot and install various hardware and software. Ability to work independently and to prioritize workload. Capability to train staff on the use of software and installed technology. Ability to respond to other project related assignments. Ability to evaluate and implement new systems and technologies to support the evolving needs of the work unit. Knowledge of MPLS (Multi Protocol Label Switching) communication infrastructure fundamentals desirable. Ability to interact smoothly with the Bank’s central Information Technology unit and external units on policy and technical issues.

Related experience: Proven experience in working on MPLS and international communication networks. Strong knowledge of PC-based hardware, including desktop and laptop; ability to configure and troubleshoot such computers.

Information Analyst