Associate IT Officer

The position of Associate IT Officer (User Services) is assigned to the IT User Services and Finance Division (ITFS) within the Information Technology Department (ITD). You will be based at our Headquarters in Manila, Philippines.

ITD enables ADB’s digital agenda and supports the Bank’s global operations. The department delivers digital innovation, IT infrastructure, services, and solutions, and provides tools and knowledge platforms to 6,000+ users in ADB’s Headquarters and 40+ field offices (FOs) in Asia and the Pacific.

ITFS manages the end-user IT services and key administrative functions that support the day-to-day business of ITD. It is responsible for maximizing the value of IT for the end users through effective user services and equipment provisioning for efficient hybrid work. Your team will support the growing user base in ADB’s 43 field offices to be more mobile and productive anytime and anywhere.

You will report to the designated International Staff and/or senior National Staff.

Your Role

As Associate IT Officer (User Services), you will be the focal point of coordination for IT initiatives of the ITFS Field Office Team, with other ITD teams and other departments, specifically with the CSD Field Office support team. Your main responsibilities include ensuring the delivery of stable, reliable IT services across the field offices; and ensuring that the requirements of the ADB Field Offices (FOs) are taken into account in the delivery of IT services. You will also act as ITFS’ focal point for operational excellence or other related initiatives that aim to improve ADB’s IT in the field offices.

You will:

• Act as ITFS Field Office Team’s focal point with other divisions and other departments, as needed.
• Understand concerns related to IT across the ADB Field Offices, communicate these down to specific IT service/solution levels, coordinate problem resolution, and prioritize improvements to Field Office IT service delivery.
• Coordinate ITFS project or enhancement-related activities for field office IT resources.
• Coordinate with FO IT staff and resources on IT services; ensure adherence to IT end-user asset policies and processes in the field offices.
• Coordinate the extension of ITFS IT services functions to the FO IT Support staff and personnel, including, but not limited to: local sourcing and procurement, resource management and utilization of FO IT budgets (AE, 3YRCapex, BT, Staff Dev) against plans.
• Coordinate and support FO events, including the FO staff IT training and the FO IT Forum. Support may include facilitation, as required.
• Analyze and organize FO information and present these through relevant dashboards to support decision-making. Prepare status reports and forecasts of various field office initiatives and concerns for ITFS management.
• Research and present on innovative ways to achieve improvements and efficiencies, taking into account upcoming and new technologies and trends.
• Any other tasks that may be assigned from time to time in relation to field offices.

Qualifications

You will need:

• Bachelor’s degree in Information Technology or related fields; preferably with advanced training.
• At least 6 years of relevant professional experience.
• Experience with ITIL-based disciplines, preferably with ITIL certification.
• Strong stakeholder management, client engagement, relationship management skills with stakeholders across IT, the business, and external suppliers.
• Ability to plan, coordinate, oversee, administer, think out-of-the-box and work independently, as appropriate.
• IT Service Delivery experience with focus on quality of service and managing user expectations Exposure to international finance institutions, development agencies, or similar organizations with multi-cultural environment an advantage.
• Exposure to ServiceNow IT Service Management.
• Strong verbal and written communication skills at all organizational levels.
• Please refer to the link for ADB Competency Framework for National Staff Level 1.

Source: https://www.adb.org/careers/240534