IT Analyst (Workforce Services)

Job Posting Organization:
The Asian Development Bank (ADB) is a prominent multilateral development bank established in 1966, headquartered in Manila, Philippines. ADB's mission is to alleviate poverty and promote sustainable development across the Asia-Pacific region. With 69 member countries, including 50 from the Asia-Pacific region, ADB works collaboratively with its members and partners to address complex challenges and foster inclusive, resilient, and sustainable growth. The organization employs a diverse workforce and is committed to providing equal opportunities for all individuals, regardless of their background. ADB is known for its innovative financial tools and strategic partnerships aimed at transforming lives and building quality infrastructure while safeguarding the planet.

Job Overview:
As an IT Analyst (Workforce Services) at ADB, you will play a crucial role in ensuring the efficient delivery of IT services at the Afghanistan Resident Mission (AFRM) in Kabul. This position serves as the primary IT focal point, where you will provide analytical, technical, and administrative support to facilitate the smooth operation of IT services. Your responsibilities will include collaborating with various IT teams to implement technology solutions that align with the requirements of the Resident Mission, thereby promoting digital transformation and enhancing new ways of working. You will be tasked with ensuring the reliable operation of IT services, managing escalations, and providing deskside assistance for hardware, software, and connectivity issues. Additionally, you will represent the IT user perspective, consolidate requirements, and support the delivery and adoption of ICT products and services within the mission.

Duties and Responsibilities:
The duties and responsibilities of the IT Analyst (Workforce Services) include:

• Ensuring the reliable operation of IT services at the Resident Mission, including end-user services such as laptops and printing, as well as IT infrastructure components like LAN, ISP, and data centers.
• Monitoring and reporting on ICT installations, maintenance, enhancements, and upgrades to services, systems, infrastructure, and facilities in accordance with service level agreements and ADB policies.
• Coordinating IT service delivery through the ADB IT Service Desk, acting as the first level of support for IT-related issues.
• Managing escalations and providing deskside assistance for hardware, software, connectivity, and collaboration tools, including support for meetings and events.
• Representing the IT user perspective by consolidating requirements and improvement opportunities, and providing structured input to ITD on solution design and enhancements.
• Supporting the delivery, communication, and adoption of ICT products and services by coordinating with ITD teams and local service providers.
• Assisting with IT asset management and inventory, providing inputs for IT budget planning.
• Promoting secure and resilient IT operations, including guidance on user training and data security" style="border-bottom: 1px dotted #007bff !important;">security practices, as well as supporting business continuity and disaster recovery arrangements.

Required Qualifications:
To qualify for the IT Analyst (Workforce Services) position, candidates must possess the following qualifications:

• A Bachelor's degree in IT, engineering, computer science, or a related field.
• A minimum of 5 years of relevant work experience in IT roles.
• Proven experience in troubleshooting IT end-user and infrastructure hardware and software, including familiarity with MS 36
• Experience in vendor and contract management is essential.
• Preferred certifications include IT Infrastructure Library (ITIL), Microsoft Certified Professional, Cisco, and other relevant programs.
• Experience in tracking IT assets and managing IT inventory assigned to the Afghanistan Resident Mission.
• Familiarity with IT service desk ticketing tools, particularly ServiceNow.
• Strong collaboration skills, especially in a hybrid work environment.
• Excellent oral and written communication skills in English.

Educational Background:
Candidates must have a Bachelor's degree in IT, engineering, computer science, or a relevant field. This educational background is essential to ensure that the candidate possesses the necessary technical knowledge and skills required for the role of IT Analyst (Workforce Services).

Experience:
The position requires at least 5 years of relevant work experience in IT roles. This experience should include troubleshooting IT end-user and infrastructure hardware and software, as well as vendor and contract management. Candidates should also have experience in managing IT assets and familiarity with IT service desk operations.

Languages:
Proficiency in English is mandatory, with strong oral and written communication skills being essential for effective collaboration and reporting. While English is the primary language required for this position, knowledge of additional languages may be considered an asset but is not mandatory.

Additional Notes:
This appointment is open to both internal and external applicants, specifically targeting nationals and permanent residents of Afghanistan. It is a local staff position with a fixed-term appointment that may be renewed, initially for a period of up to 3 years or until the Normal Retirement Date (NRD), whichever comes first. The decision to renew the appointment will depend on various factors, including the staff's performance, suitability for employment, and the organizational unit's medium-term work program requirements. The position is not convertible to a regular appointment. ADB offers a competitive salary and a comprehensive benefits package, including retirement plans, medical and health benefits, paid leave (including parental leave), life and other insurance plans, and opportunities for staff development.