Information Officer (IT Regional Specialist for Southern Africa)

Background / General description

The International Finance Corporation (IFC), the private sector investment arm of the World Bank Group, is one of the leading investors and lenders in emerging markets. The mission of IFC is to promote sustainable private sector investment in developing countries, helping to reduce poverty and improve people's lives. IFC finances private sector investments in the developing world, mobilizes capital in the international financial markets, helps clients improve social and environmental sustainability, and provides technical assistance and advice to governments and businesses.

IFC is seeking a qualified candidate to fill the role of Information Officer (IT Regional Specialist) for Southern Africa. The Information Officer will be primarily responsible for managing and implementing all IT/Telecommunications related projects, and assuring quality IT Customer Care for Country Offices within the Sub-Region.

Duties and Accountabilities

The successful candidate will have overall responsibility for implementing projects with technical components such as hardware, software, communications, and telephony for CBI in Country Offices in Southern Africa and provide technical intelligence for the local office IT teams. S/he will be tasked with researching regional and national technology opportunities to promote best practices while enhancing his/her client’s ability to work successfully within the region. S/he is also expected to assist with projects initiated from HQ, by providing regional perspective and input to be incorporated in designing and testing solutions. S/he will also manage the IT portion of other regional initiatives, such as office moves, new office openings, or office closings. The Information Officer will also ensure that their respective country offices meet agreed technical standards, and they will cover for local technologists during absences. S/he will assist the IT Program Manager with training plans, budgeting and procurement. S/he will serve as a catalyst of best practices within his/her region and will be the principal resource for all technical IT matters under his/her purview. Key responsibilities will include:

• Lead, participate and deploy IT regional projects for country offices within the designated region, while closely coordinating with CBI and regional teams to resolve any arising issues.

• Manage and plan project cycles, unforeseen technical issues and delays to achieve successful, error free and timely project completion.

• Work closely with various CBI teams to evaluate and pilot test products and services. Lead testing efforts and ensure technical compatibility and user satisfaction.

• Provide overall IT support, including second level escalation by office technology staff, troubleshooting, problem analysis and resolution for all offices in the area of responsibility.

• Ensure client requests and technology issues are identified, diagnosed, escalated and resolved in timely manner.

• Through regular consultation with regional management and CBI teams, assess new requirements and work towards possible solutions to address those.

• Engage with all levels of regional staff to identify areas that can be improved through technology, or where current technology suite is insufficient.

• Work with procurement and administrative units to manage inventory, procure hardware/software and other related equipment and ensure standards and policies are complied with.

• Assist in identifying and contracting local IT vendors/service providers, and ensure Service Level Agreements (SLA) are maintained.

• Consistently ascertain inventory is maintained for all IT related equipment and proper reporting delivered to various stakeholders.

• Identify patterns related to IT systems issues/malfunctions, escalate and address these in a pro-active manner.

• Mentor IT staff in the region, foster knowledge sharing, and disseminate information on technology solutions and best practices.

• Establish staff needs and facilitate IT training delivery programs in country offices.

• Ensure regional offices comply with established policies, procedures and standards.

• Actively monitor the ‘on the ground’ situations in the various offices to anticipate and circumvent possible problems.

• Work closely with IT Program Manager and regional management team in assessing and planning the IT work program and related budgets for the regional offices.

• Consistently deliver high-quality services to clients.
• Travel as needed to country offices to promote IT advocacy, knowledge sharing, and facilitate deployments and improvements.

Selection Criteria

• Bachelor’s or Master’s degree in engineering or computer-related field (Master’s degree is strongly preferred), and at least 6 years of relevant experience.
• Candidates with an additional certification in computer hardware troubleshooting and maintenance have a competitive advantage.
• Experience managing technical staff and good client communication skills (written and verbal).
• Strong client service skills and the ability to work under pressure with accuracy and professionalism
• Understanding of Microsoft Active Directory, DNS service and other networking methods and technologies.
• Proficiency in the recent Microsoft Windows applications.
• In-depth knowledge of Lotus Notes.
• Knowledge of communication technologies, including IP Telephony, video-conference and other WAN/LAN products.
• Familiarity with PBX technology and troubleshooting.
• Comfortable using remote access technologies and remote troubleshooting.
• Basic understanding of electrical systems (UPS, generators, etc).
• Knowledge of global, regional and local technology trends and developments. Ability to research innovative solutions for our clients.
• Ability to work independently or as part of a team as circumstances dictate.
• Good understanding of the World Bank and IFC activities and objectives; knowledge of IFC systems and technology platforms is desirable but not essential.

Women are strongly encouraged to apply.

Company Description

IFC, a member of the World Bank Group, is the largest global development institution focused exclusively on the private sector. We help developing countries achieve sustainable growth by financing investment, providing advisory services to businesses and governments, and mobilizing capital in the international financial markets. For more information, visit www.ifc.org.