Principal IT Specialist (User Services) – IS 6

Are you ready to make a lasting impact on the future of Asia and be a catalyst for positive change? We are thrilled to offer a unique opportunity to become an important part of the prestigious Asian Development Bank (ADB). At ADB, our mission is simple yet powerful: to alleviate poverty and promote sustainable development in the Asia-Pacific region.

 

Organizational Setting and Reporting Relationship

The position of Principal IT Specialist (User Services) is assigned to the IT Finance and User Services 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 support and continuous learning on digital technologies to increase end-user productivity. Your team will support the growing user base to be more mobile and productive anytime, anywhere.

 

You report to Director, ITFS and oversee other International Staff and National and Administrative Staff.

 

 

Your Role

As a Principal IT Specialist (User Services), you will lead the design, development, and delivery of user-centric IT services that support the daily IT needs of ADB’s workforce. You will be responsible for ensuring that the services delivered by ITD are user-friendly, intuitive, and consistent. You will work closely with the product owners and other ITD teams to improve the user interface and the user journey on the IT service desk (AskIT) and other digital channels. You will also oversee the continual service improvement function and coordinate the vendors involved in the user services functions, such as the IT service desk, the telephone operators, the copy center operators, and the end-user equipment vendors.

 

You will:

· Lead the continual service improvement (CSI) function and identify opportunities for enhancing the user experience and service quality (including the efficiency, and effectiveness of IT services and processes).

· Ensure the availability and reliability of the user services functions, especially the service desk, which operates 24/7.

· Manage and coordinate the vendors involved in the user services functions, such as the service desk, the telephone operators, the copy center operators, and the equipment vendors.

· Foster self-service and user empowerment by providing clear and accessible information, guidance, and support.

· Collaborate with business units, product owners, and other ITD teams to understand user needs, expectations, and pain points; synchronize the user services and the user interface with all other IT functions, ensuring consistency and collaboration.

· Conduct user research, usability testing, prototyping, and evaluation to gather insights and feedback from internal and external users and stakeholders.

· Ensure the alignment of IT services with ADB’s corporate identity, branding, and accessibility guidelines.

· Advocate for user-centric design and foster a culture of user empathy and innovation within IT and across ADB.

· Coordinate with other IT functions and service providers to ensure the smooth integration, delivery, and support of IT solutions and services.

· Provide guidance, coaching, and mentoring to User Services team members and other IT staff on User Services principles, methods, and tools.

· Prepare and manage the budget, work plan, and performance indicators for the User Services team and the CSI function.

 

Qualifications

You will need:

· Master’s degree in computer science, information systems, human-computer interaction, user experience design, or related fields. Alternatively, university degree in related fields combined with additional relevant professional experience can be considered.

· At least 12 years of relevant experience in designing, developing, and delivering user-centric IT solutions and services, preferably in a large and complex international organization.

· Proven expertise in user services research, design, testing, and evaluation methods and tools, such as user interviews, surveys, personas, journey maps, scenarios, wireframes, mockups, prototypes, etc.

· Strong knowledge of user services platforms and frameworks, such as Service Now and IT Infrastructure Library (ITIL).

· Excellent communication, presentation, and interpersonal skills, with the ability to communicate complex technical concepts to diverse audiences and stakeholders.

· Strong leadership, management, and collaboration skills, with the ability to lead and motivate teams, manage projects, and work effectively with internal and external partners.

· High level of creativity, innovation, and problem-solving skills, with the ability to think strategically and holistically about user needs and IT solutions.

· Good understanding of ADB’s business processes, functions, and objectives, as well as the development context and challenges in Asia and the Pacific.

· Excellent written and verbal communication skills in English is required.

· Suitability to undertake the responsibilities mentioned above at the required level.

· Please refer to the link for ADB Competency Framework for IS6.

 

Benefits

ADB offers competitive compensation and a comprehensive benefits package. The salary will be based on ADB’s standards and comparator markets, taking into account your qualifications and experience.

 

• Paid leave (including parental)

• Medical and health benefits

• Life and other insurance plans

• Staff development

• Retirement plan

• Housing and education allowance (if applicable)

• Expatriate benefits (for international staff)

 

About Us

Asian Development Bank (ADB) is an international development finance institution headquartered in Manila, Philippines and is composed of 68 members, 49 of which are from the Asia and Pacific region. ADB is committed to achieving a prosperous, inclusive, resilient, and sustainable Asia and the Pacific, while sustaining its efforts to eradicate extreme poverty. ADB combines finance, knowledge, and partnerships to fulfill its expanded vision under its Strategy 2030.

 

ADB only hires nationals of its 68 members.

 

To view ADB Organizational Chart, please click here.

 

ADB seeks to ensure that everyone is treated with respect and given equal opportunities to work in an inclusive environment. ADB encourages all qualified candidates to apply regardless of their racial, ethnic, religious and cultural background, gender, sexual orientation or disabilities. Women are highly encouraged to apply.

 

Visit ADB Careers FAQ for more information.

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