Associate IT Officer

As Associate IT Officer (Technology Operations Governance and Service Management), you will be responsible in providing governance and service management support for operational and project teams in ITID.

You will:

• Oversee the overall IT Infrastructure service operations processes and recommend improvement opportunities. Coordinate with focal points within the department and ADB personnel to identify, establish and link processes to ensure that the organization’s IT sustains and extends its strategies and objectives creating value in the best interest of all stakeholders.
• Coordinate the definition of internal and outsourced IT service providers Service Level Measures and ensure that the agreed SLA meets business users and IT requirements. Once defined, monitor and report on approved service levels; during monitoring, evaluate and propose recommendations to improve the Service Level Management process.
• Responsible for the execution of the overall IT Application and Infrastructure Change Management process. Monitor and review the execution of the process at a high-level, performing regular checks on change tickets, ensuring process remains effective and consistent with the ADB’s culture and IT Service Management strategy.
• Oversee compliance to Major Incident and Problem Management procedures and policies, provide direction for overall process design, acting as the escalation focal both for Service Desk and L3s, ensuring continual process improvement, and sign-off on future ITSM tool upgrades and enhancements.
• Ensure process improvement for processes owned through research, review and analysis by providing recommendations. Once presented and approved, align and work with all relevant teams and incorporate in ADB’s ITSM tool.
• Liaise with IT teams for the collection and consolidation of key outputs to decide on the IT Capacity Plan. Ensure that the capacity of IT services and the IT infrastructure is able to deliver the agreed service level targets in a cost-effective and timely manner.
• As division focal for internal and external IT audits, consolidate audit results and work with IT Risk and Compliance and IT Infrastructure division stakeholders on the timely remediation of identified gaps.
• Perform other tasks as required and reflected in the incumbent’s workplan.

Qualifications:

You will need:

• Bachelor’s degree in Computer Science, Mathematics, Electrical Engineering or relevant fields.
• Minimum of 6 years of relevant IT professional experience.
• Experience in designing and implementing change, incident, and problem management processes in ServiceNow.
• ITIL Foundation / Intermediate certification is preferred.
• Excellent written and verbal communication skills in English is required.
• With extensive knowledge of general & specific enterprise technologies and standards.
• Thorough understanding of IT operations and projects.
• Hands-on experience on IT business and procurement processes is an advantage.
• Aptitude to perform analytical and conceptual thinking.
• Ability to liaise and work effectively with staff, service providers and external vendors within own work location and throughout ADB.
• Ability to work collaboratively with teams as a constructive team member.

Source:  https://www.adb.org/careers/240768