IT Analyst (User Services)

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Description

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You Role

You will help ensure the effective and efficient performance of information and communications technology (ICT) services in IRM by implementing the delivery of analytical, technical, and administrative IT support. You will act as the focal point of ITD on technical matters and on the installation, operation, maintenance, and continuous improvement of RM ICT facilities. You will assist in resolving issues on IT support and services, in IRM and may be asked to assist other locations, as required. You will work closely with ITD teams to implement technology solutions and enhancements in alignment with IRM’s business objectives and requirements, promoting digital transformation and new ways of working. You: (i) will report to ITFS Director (or his/her designated staff) and coordinate leave plans and applications with a designated IRM staff.

You will:

• Act as ITD focal point in the resident mission, ensuring the smooth running of IRM ICT services, such as user support, local network infrastructure, telecommunications, internet connectivity, printing, server systems and IT room facilities, end-user IT equipment, ADB standard applications, and productivity tools.
• Act as a subject matter coordinator for a defined subset of IT systems, providing guidance and resolution to IRM and others in the region. As subject matter coordinator of a specific subset of IT systems, analyze and consolidate IRM IT requirements, issues, and opportunities for improvement, representing the voice of RM IT users. Bring the RM IT perspective to ITD during the design and development of digital solutions, participating in business case preparation, planning roadmaps and enhancements for applications, and other relevant ITD activities.
• Coordinate and monitor the activities of ITD HQ teams in the RM related to installations, maintenance, enhancements, and upgrades of IT services, systems, infrastructure, and facilities. To the extent possible, assist in implementing and complying with cybersecurity measures in line with ADB’s policy, including guidance on data security, integrity, and confidentiality.
• Work with ITD to transition RM IT users to using the IT service desk portal and ADB IT service desk as 1st-level IT support. Act as an escalation point of the AskIT IT service desk to provide 2nd-level support to local staff, consultants, and other IRM IT users for cases where the IT service desk cannot resolve issues remotely.
• Coordinate with ITD regarding communication and rollout of new ICT products and services to the RM. Provide inputs to adoption and change management plans and participate in their execution, as needed. Provide feedback on user adoption.
• Guide RM IT users to appropriate channels to receive user training on standard ADB IT services when required.
• Plan and monitor local IT equipment and asset inventory, ensuring accurate and timely updates to IT asset records. Support the effective distribution of IT equipment to local staff.
• Coordinate ICT needs with ITD and provide support on local sourcing and procurement of ICT services and equipment, particularly in gathering fair market value cost estimates and dealing with IT service providers and equipment suppliers in accordance with ADB procurement procedures and standards. Assists in the selection and onboarding of IT service providers. Provide inputs to annual IT budget planning for ITD-covered RM budget.
• Coordinate with IRM IT vendors to help ensure ADB receives qualified services according to Service Level Agreements in coordination with the ITD Vendor Management Team. Select and supervise IT contractor(s) in performing first-level, day-to-day IT support, maintenance, and delivery of ICT services.
• Keep up-to-date on ADB business continuity and disaster recovery processes and procedures. Work with ITD on improving overall IT resilience of IRM.
• As required, coordinate with Facilities Management Team, Corporate Service Department in monitoring the security system, fire extinguisher system, UPS, etc.
• Perform other duties as may be assigned and reflected in the incumbent’s workplan.

Qualifications

You will need:

• Bachelor’s degree or tertiary-level institute diploma/certificate in IT, engineering, or computer science-related course or equivalent
• At least 6 years of relevant work experience
• Experience in taking ownership of IT-related issues, and providing excellent customer service
• Experience in troubleshooting and providing higher-level support on hardware, software, and network issues
• Well-versed and experienced in Microsoft Windows Server, Office 365, Cisco-based networking, and other IT infrastructure
• Experience in overseeing vendors and tracking contract deliverables, ensuring timely delivery according to budget plans and schedule
• Excellent organizational skills to keep track of IT assets and IT inventory assigned to the RM
• Demonstrated ability to coordinate with colleagues at multiple levels, within own work location, and throughout ADB
• Ability to work with an IT service desk ticketing tool, preferably ServiceNow
• Ability to work collaboratively as a constructive team lead and member
• Good oral and written communication skills in English
• Professional training in software and hardware installation, operating systems, troubleshooting, networking, systems administration, customer service, and other relevant courses
• Certifications in IT Infrastructure Library (ITIL), Microsoft Certified Professional, Cisco, Apple, and other relevant programs
• Familiar with troubleshooting of enterprise resource planning (ERP) software and systems like Oracle and Coupa
• Experience supporting multiple countries and/or working as a team leader
• Please refer to the link for ADB Competency Framework for AS7.

Source: https://www.adb.org/careers/240382

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