Senior Information Technology Officer (Customer Support)

Reference #	ADB-HR-13-0349
Position Title:	Senior Information Technology Officer (Customer Support)
Department	Office of Information Systems and Technology
Division	Infrastructure and Communications Division, OIST
Location	Manila, Philippines
Recruitment Type	National and Administrative
Date Posted	21 June 2013
Closing Date	5 July 2013 , 5:00 p.m. (1700 Manila Time, 0900 GMT)

Job Purpose:

Under the direct supervision of the Principal Information Technology Specialist (IT Service Management), the position is responsible for managing and supervising the whole IT Customer Support Group (ITCS), including the IT Service Desk, on a 24x7, 365 days a year operation in the Headquarters and remotely for the Field Offices using the Information Technology Infrastructure Library (ITIL) framework as a guide.

This position is also responsible in the administration of the ITIL-defined Problem Management Process, where underlying problems regarding information technology are diagnosed, root cause of the incidents are determined, and resolutions are identified.

Expected Outcomes

a. Customer Support
- Oversee all the areas under the IT Customer Support Group (ITCS) and is accountable for the proper management and outputs of all the areas (Problem Management, IT Service Desk Management, Desktop/Asset Management, Incident Management, IT Service Request Management, etc.).
- Develop the work plan of ITCS and distribute the work to the different areas/each staff.
- Manage operational level agreements (OLAs) among the different OIST groups and service level agreements (SLAs) related to contracted services.
- Manage the development of communication plans, based on the Office’s strategic directions, to facilitate internal and external information dissemination of the Office’s activities, services, and projects utilizing various approach and methods such as Heads of Department and IT Coordinators meetings, online newsletter, website, staff orientation, and IT roadshow.
- Ensure that systems, processes, and methodologies (as specified) are followed for effective monitoring, control, and support of service delivery.
- Enforce continuous improvements in ITCS and ensure that IT services management (ITSM) processes owned by ITCS are continually enhanced through regular reviews and the implementation of continual service improvement initiatives.
- Prioritize and oversee projects and initiatives of ITCS and ensure that these are aligned to overarching IT strategy, IT programs, and other strategic drivers.
- Ensure that ITSM process and procedures are always aligned to the ITIL framework.
- Manage contracts with external parties for service desk, printing operations, and switchboard operations.
- Coordinate and consult with Business Change Management Team during major knowledge transfer or transition projects.
- Represent ITCS at Change Advisory Board weekly meetings.

b. Workstation Software License Management
- Manage workstation software licenses by tracking and monitoring installations in coordination with other ITCS colleagues and departments.
- Consult and forecast departmental requirements on workstation software licenses and coordinate with OIST’s Technology Division (OITD) and IT Governance and Portfolio Management Unit (OIOD-GP) either through creating, reviewing, and approving new or non-standard software requests.
- Conduct regular license checks with users in HQ and Field Offices to comply with existing workstation license counts.
- Assist, respond, and comply with requirements related to software audits conducted by internal OIST teams, Office of the Auditor General or vendors.
- Coordinate with other departments in the approval/clearing of software license requirements of RETAs and TAs.

c. Project Management
- Serve as project manager or coordinator as needed for projects involving user support either through new infrastructure services, system migration or new implementations.
- Support other IT projects by providing expert advice , time and resources through ITCS or the IT Service Desk.
- Participate in working groups to resolve support-related issues and related IT project works.

d. Staff Supervision
- Create and lead multi-disciplinary teams and ensure the overall quality of outputs.
- Supervise assigned staff, providing clear direction and regular monitoring and feedback on performance.
- Provide coaching and mentoring to assigned staff and ensure their continued learning and development.

Educational Requirements:

• Master’s degree, or equivalent in Computer Science, Management Information Systems or related fields; or Bachelor's Degree in Computer Science, Management Information Systems or related fields and at least 5 years as incumbent National Staff (for ADB staff).

Relevant Experience And Other Requirements:

Work experience

• At least 10 years of relevant work experience, 6 years of which must be with supervisory function
• Information Technology Infrastructure Library (ITIL) certified
• Project management experience with certification in project management preferred.

Technical knowledge

• Problem-solving skills with an emphasis on resolution of complex technical problems.

• Understanding of and experience with service and operational level agreements.
• Demonstrated initiative, good judgment, strong value realization, and the ability to achieve results through others.
• Strong conceptual and analytical abilities.

- Effective report writing in English
- Proficient project management and supervisor skills.
- Strong planning and organizing skills to handle many tasks with deadlines.

People and supervisory skills

• Ability to mentor Administrative Staff and National Staff.
• Proven people management skills, strong interpersonal abilities, and motivational skills.
• Sound organizational abilities, both personal organization and the coordination of program and related efforts.
• Ability to lead inter-disciplinary teams, and capacity to take initiative with sound judgment and decision making capacity.
• Effective communication skills to deal with all levels of staff in an organization.

Core Competencies:

Application of Technical Knowledge and Skills

• Independently performs more complex technical tasks without supervision
• Demonstrates breadth and depth of job relevant knowledge and skills
• Builds networks within the team to ensure they benefit from, share and leverage knowledge

Client Orientation

• Flexibly delivers services and solutions to better meet client needs
• Develops trusting relationships with internal and external clients leading to mutually satisfactory relationships
• Understands current and emerging client issues prior to proposing solutions
• Regularly collects client feedback and implements suggestions to address issues

Achieving Results and Problem Solving

• Proposes practical measures to address significant and unexpected problems and challenges
• Remains sensitive and alert to the views of different stakeholders and their influence on outcomes
• Identifies risks and proposes ideas for how they can be managed
• Formulates recommendations to address deficiencies when results are not achieved

Working Together

• Addresses team members not contributing to required standards
• Commits to delivering timely and high quality work to assist in the team’s success
• Develops and maintains good internal and external peer and senior level relationships
• Helps teams understand common features to build rapport and overcome challenges

Communication and Knowledge Sharing

• Provides stakeholders with the level and quality of information required to achieve outcomes
• Encourages others to seek long-term solutions to address feedback opposed to focusing on immediate concerns or reactions
• Uses knowledge to equip clients and staff for more effective outcomes
• Designs and implements project and program knowledge and services

Innovation and Change

• Consistently seeks more effective and practical ways for the Departmental delivery of services, products, and processes
• Proposes new ways to improve the quality and relevance of products and services
• Includes the core benefits and reasons for change when developing comprehensive change roll out plans
• Influences and persuades decision makers by presenting business cases supporting the proposed changes

Immediate Reporting Relationships / Other Information:

• Supervisor: Principal Information Technology Specialist (IT Service Management)
• The following staff positions may be supervised by the incumbent:
  • Administrative Staff
  • National Staff

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