- 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.
- 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.
- 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)
-
Principal Investment Specialist
6 araw ang nakalipas
Asian Development Bank Manila, Pilipinas· Job Description · Description · –> · The Principal Investment Specialist will lead the origination, development, due diligence, approval and implementation of private sector corporate and project finance loans, which can include developmental and commercially sustainable proje ...
-
Principal Investment Specialist
5 araw ang nakalipas
Asian Development Bank Manila, Pilipinas· Job Description · Description · –> · The Principal Investment Specialist will lead the origination, development, due diligence, approval and implementation of private sector corporate and project finance loans, which can include developmental and commercially sustainable proje ...
-
Principal Investment Specialist
1 linggo ang nakalipas
Asian Development Bank Manila, Pilipinas· Job Description · Description · –> · The Principal Investment Specialist will lead the origination, development, due diligence, approval and implementation of private sector corporate and project finance loans, which can include developmental and commercially sustainable proje ...
-
Retail Key Account Manager
4 araw ang nakalipas
etaily Philippines, Manila, Pilipinas Buong orasPrincipal Duties & Responsibilities: · The Retail Key Accounts Manager sustains and nurtures solid relationships with key clients. They utilize company resources to develop and implement strategic solutions, supported by analytical data analysis to achieve key clients' long-term ...
-
EDI Specialist
4 araw ang nakalipas
Booth & Partners Philippines, Manila, Pilipinas Buong orasJob Description · JOB SUMMARY: · The EDI Specialist's role is to develop, coordinate, implement, and communicate Electronic Data Interchange (EDI) trading partnerships between Data2Logistics, its Clients and their Carriers' systems. This individual is responsible for ensuring tha ...
-
Subject Matter Expert
4 araw ang nakalipas
Five9 Inc. Manila, Philippines, Pilipinas Buong oras· Five9 provides businesses reliable, scalable, and secure cloud contact center software designed to create exceptional customer experiences, increase agent productivity, and deliver tangible business results. · We are driven by a passion to transform contact centers into custo ...
-
Billing & Collection Specialist
1 linggo ang nakalipas
etaily Manila, PilipinasPrincipal Duties & Responsibilities · The Billing & Collection Specialist is responsible for overseeing the billing function within the Group. This includes managing the invoicing process, ensuring accuracy and completeness of billing data, timely collection of payments, and effe ...
-
Customer Specialist
1 linggo ang nakalipas
Shell Manila, Pilipinas Buong orasJob Purpose: · This job forms part of the Order to Delivery Journey and provides high quality frontline Customer facing service to support the Retail End to End integrated team (General Public and where applicable Loyalty, Digital). · The Customer Success Specialist needs to pro ...
-
Senior Accounting Specialist
2 oras ang nakalipas
Dempsey Resource Management Inc. Makati, PilipinasDIRECT HIRING · Position: Senior Accounting Specialist · Qualifications: · Must have Bachelor's Degree in Accounting, Finance or any related Business course · CPA is an advantage but not required · A minimum of 5 years experience in Accounting role · Strong analytical and plannin ...
-
Senior Accounting Specialist
2 oras ang nakalipas
DEMPSEY RESOURCE MANAGEMENT INC. Makati, PilipinasPosition: Senior Accounting Specialist · Qualifications: · Must have Bachelor's Degree in Accounting, Finance or any related Business course · CPA is an advantage but not required · A minimum of 5 years experience in Accounting role · Strong analytical and planning skills; · Good ...
-
Customer Support Engineer
2 araw ang nakalipas
Universal Access and System Solution Inc. Pasig City, Pilipinas Buong orasJob Overview:- Customer Support Engineers provide technical support to the security solutions for our customers. You will be responsible for resolving tickets under security solutions such as, but not limited to, firewall, web security, email security.- Customer Support Engineers ...
-
Solution Engineer
1 linggo ang nakalipas
Universal Access and System Solution Inc. Pasig City, Pilipinas ContractKey responsibilities:- Solutions Engineers implement enterprise-level solutions for our customers. You will be responsible for the implementation of enterprise network solutions such as, but not limited to, network switches, routers, SD-WAN, NMS. You will also be responsible for ...
-
Decarbonization Principal Consultant APAC
1 linggo ang nakalipas
Black & Veatch Family of Companies Makati, PilipinasAt Black & Veatch, our employee-owners go beyond the project. For over a century, we have been breaking down social, economic and geographic barriers by making life's critical resources accessible to all. Working with us, you will help provide critical expertise as we, along with ...
-
Accountant Specialist
2 oras ang nakalipas
Visaya Knowledge Process Outsourcing Pasig, PilipinasAccounting Specialist (Pasig) · Visaya knowledge process Outsourcing · compensation: "Responsibilities: Responsible for a variety of accounting services provided by CPAs to clients that range from basic bookkeeping to advanced management reporting, advisory and guidance services ...
-
Specialist - Market Risk
3 araw ang nakalipas
Shell Business Operations Makati City, Pilipinas Buong orasJob Description Summary · Responsible for monitoring and managing Trading & Supply's Risk and exposures daily. Executes controlled processes to complete a virtual close of the Trading & Supply books every day, including: maintaining the operational integrity Market Risk processes ...
-
US Logistics Team Lead
4 araw ang nakalipas
HelloConnect Taguig, Philippines, Pilipinas Buong orasAbout Us · HelloConnect is a subsidiary of HelloFresh, founded to address years of challenges faced in its own customer care. Leveraging our extensive experience in developing customer care tailored to the immediate needs of HelloFresh, our solutions are hyper-focused on serving ...
-
Product Manager
4 araw ang nakalipas
Kilton Motor Corporation Philippines, Carmona, Pilipinas Buong orasKnowledge And Skills Requirements · Any Bachelor's Engineering Degree · Proven work experience in sales of road equipment specifically in soil compactors (very familiar with other brands such as Bomag, Amman, Caterpillar, Sakai, Dynapac, Volvo, JCB, etc.) · Proven track record in ...
-
Product Manager
6 araw ang nakalipas
KILTON MOTOR CORPORATION Carmona, Pilipinas Buong orasKNOWLEDGE AND SKILLS REQUIREMENTS-Any Bachelor's Engineering Degree-Proven work experience in sales of road equipment specifically in soil compactors (very familiar with other brands such as Bomag, Amman, Caterpillar, Sakai, Dynapac, Volvo, JCB, etc.)-Proven track record in consu ...
Principal IT Specialist - Manila, Pilipinas - ADB - Asian Development Bank
Paglalarawan
Join Our Mission to Foster Prosperity in Asia
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).
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 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:
You will need:
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.
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 member])s.
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.