IT Service Management Analyst- Washington, DC

Job #:	122633
Title:	IT Service Management Analyst
Job Stream:	Information Management and Technology
Location:	Washington, DC
Closing Date:	11/22/2012
Background / General description:
IFC, a member of the World Bank Group, is the largest global development institution focused exclusively on the private sector. We help developing countries achieve sustainable growth by financing investment, providing advisory services to businesses and governments, and mobilizing capital in the international financial markets. In fiscal 2011, amid economic uncertainty across the globe, we helped our clients create jobs, strengthen environmental performance, and contribute to their local communities—all while driving our investments to an all-time high of nearly $19 billion. For more information, visit www.ifc.org.  The Corporate Business Technologies Department (CBT) is the Information Technology department within IFC. CBT provides flexible, robust and secure IT solutions and services to enable IFC to achieve its mission and business objectives in all IFC locations worldwide. An opportunity exists within CBT for an IT Service Management Analyst to join this dynamic team and contribute to the continued success of the department’s work program. As part of the CBT Client Services team, selected candidate will have responsibility for managing the delivery of outsourced services and serve as a key support resource for IFC’s Global IT Service Desk – delivering such services as information technology support and troubleshooting, training, inventory management, website maintenance and development and collaboration with other WBG staff.  S/he will be responsible for: • promoting the effective use of technology to solve business problems and help design solutions to address those needs • acting as an escalation resource for client satisfaction issues • facilitating technology deployment and upgrades, including infrastructure, desktop computing, and back office system administration;  • participating in assessment and effectiveness of technologies; and  • delivering end-user and desk-side training.
Duties and Accountabilities:
• Identify, initiate, support and document procedures and guidelines which have been used repeatedly to improve work processes and methods related to client services delivery and effective team functioning • Provide presentations to contractors and new staff to the division to teach business rules and processes performed by clients to accomplish their tasks • Design vehicles to collect client feedback to improve services and effective marketing of available services • Work with client group to help define business needs in terms that can be satisfied by standard technical solutions • Ensure that WBG information and information systems are protected in a manner consistent with WBG Information Security Policy, procedures and standards and facilitates security audits and reviews, tracks mitigation actions • Provide specialized advice to clients in solving operational problems with available technology (hardware, software, databases, networks, etc.) • Test and evaluate hardware, software, network or information systems products and services • Respond to client requests for technical support with hardware, software and standard applications and provide clients with day-to-day troubleshooting • Continually improve interaction with Service Desk contractor management team to ensure contract compliance, quality customer relationship management and performance assurance management • Consistently work in conjunction with on-site Service Desk Manager to review, plan and implement programs geared to improving process and service delivery, with Quarterly Service Desk Program Management Team reviews  • Monitor and validate call statistics and SLA monitoring and reporting to ensure that work methods are in line with quality customer service practices and contract metrics • Provide feedback on lessons learned from areas impacting the Service Desk • Ensure that Bank information and information systems are protected in a manner consistent with Bank Information Security Policy, procedures and standards and facilitates security audits and reviews, tracks mitigation actions • Review relevance and implement ITIL best practice framework for managing IT Services with specific focus in the area of Problem Management and Service Desk functionality • Work in conjunction with IFC Tier 3 teams to manage support compliance with Service Level Agreements • Document and recommend solutions for the most critical support issues to management • Review and validate entries in the technical Knowledge Management database for accuracy and relevance. Provide knowledge management support procedure documentation (including manuals, on-line exercises and quick reference guides), and coordinates with systems/technology staff. • Provide direction, support and appropriate and timely training to clients on software and network usage
Selection Criteria:
• Master’s degree in Computer Science or Bachelor’s degree and 2 or more years of IT experience • A minimum of 5 years experience working in the client technologies and support field • Possesses a high degree of computer literacy • Proficient ability to provide assistance and training to other staff members. • Proficient ability to determine and evaluate possible solutions to operating errors • Proficient ability to ensure the efficient operation of the network • Proficient understanding of the processes involved with installing and maintaining World Bank Group standard hardware and software • Proficient at servicing and supporting diverse electronic office equipment • Familiarity with industry standards, controls and best practices on IT services management and information security.  • Basic ability to market the products, programs, and services offered to internal or external clients. • Expresses thoughts and ideas very effectively through excellent verbal, written and facilitation skills • Excellent interpersonal skills, willingness to work in a team environment, client-oriented • Must be a fast learner, self-motivated, detail-oriented, exceptionally organized and able to prioritize a heavy workload • Ability to operate under pressure with accuracy • Ability to apply problem solving strategies to evaluate and solve problems effectively • Seeks innovative ideas and tips to enhance learning techniques • Ability to conduct research and analysis on difficult, but well defined tasks; articulate issues and recommend solutions Applications must be submitted online. Only those candidates selected for interviews will be contacted. Candidates can check the status of their applications by visiting www.ifc.org/careers. Note to Internal Staff: 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 renewable term appointment.