IT Technical Expert - Caribbean Country Offices, Senior Associate

What you’ll do

• Ensure proactive engagement and maintain communication channels with clients in the Caribbean offices to facilitate efficient management of IT service demands. Liaise with the administrative management team to facilitate the provision of IT services for operational activities. 
• Collaborate with other IT teams, including IT products and enablers, the IT technology lab in the region, and other IT Technical leads for attention on cases related to their focus area.  
• Promote the provision of IT services with quality and in line with the expected service levels as per the contract with service providers. Advice on improvement opportunities. 
• Foster the adoption of proposed technological changes and ensure clear communication with all involved parties and impacted areas. Conduct training sessions on new products and technologies for clients, ensuring they are well-informed and equipped to utilize these advancements effectively. 
• Enhance the generation, dissemination, and preservation of institutional IT knowledge while promoting the professional growth of team members. 
• Propose technical solutions that significantly increase performance, simplify resource usage, and achieve cost savings and greater efficiency. 
• Continuously monitor, analyze, and improve service metrics in coordination with the service management team, including continuous improvement plans and root cause analysis to correct and prevent undesirable situations. 
• Proactively identify escalation requests and incidents, initiating appropriate actions, including request management and raising a problem record. Liaise with product teams and other departmental areas to ensure prompt resolution of cases. 
• Promote collaborative relationships between local stakeholders and suppliers throughout daily operations, consistently keeping stakeholders informed about IT activities. 

What you'll need

• Education: Master's degree (preferred) or bachelor's degree (or equivalent advanced degree) in Information Technology, Computer Science, Technology Management, or other areas relevant to the responsibilities of the role. 
• Certifications: 
  • ITIL version 4 is desirable 
  • ISO 9001 and/or ISO 20000 is desirable 
  • Experience and certification in Agile Practices 
• Experience: A minimum of three years of relevant experience is required, with at least four or more years working in a similar position preferred. Experience with delivery and management of IT services, ITIL, or Customer Service Delivery is desirable. 
• Languages: Native level proficiency in English is required. Proficiency in Spanish is a plus. 

Requirements

• Citizenship: You are either a citizen of Jamaica or a citizen of one of our 48-member countries with residency or legal permit to work in Jamaica.   
• Consanguinity: You have no family members (up to the fourth degree of consanguinity and second degree of affinity, including spouse) working at the IDB, IDB Invest, or IDB Lab.

Type of contract and duration

• Staff: National staff contract, 36 months initially, renewable upon mutual agreement.

What we offer

The IDB group provides benefits that respond to the different needs and moments of an employee's life. These benefits include: 

• A competitive compensation package  
• Leaves and vacations: 24 days of paid time off + 8 personal days + sick leave + gender-neutral parental leave  
• Health Insurance: IDB Group provides employees and eligible dependents with a robust medical benefits program that covers medical, dental, vision, preventive care, and prescription drugs.  
• Pension plan: defined benefit pension plan that provides financial security and supports employees in planning for their future.  
• On-site position with the occasional flexibility of teleworking.  
• Health and wellbeing:  Access to our Health Services Center which provides preventive care and health education for employees.  
• Development support: We offer tools to boost your professional profile such as mentoring, 1:1 professional counseling, training, and learning opportunities, language classes, mobility options, among others.