Junior Service Delivery Analyst
| Job #: | req35535 |
| Organization: | World Bank |
| Sector: | Information Technology |
| Grade: | GD |
| Term Duration: | 2 years 0 months |
| Recruitment Type: | Local Recruitment |
| Location: | Mexico City,Mexico |
| Required Language(s): | English |
| Preferred Language(s): | Spanish |
| Closing Date: | 2/13/2026 (MM/DD/YYYY) at 11:59pm UTC |
Description
The ITSDW department is part of ITS and provides global communications capabilities, tech solutions services and products, and support for all member organizations across the World Bank Group. The services for which ITSDW is responsible are delivered by 5 different units: ITSDS (Digital Solutions), ITSR1 (Tech Solutions Region 1), ITSR2 (Tech Solutions Region 2, ITSR3 (Tech Solutions Region 3) and ITSPR (Device Provisioning & Management). In particular, ITSR3 is the Technology Solutions unit that provides IT support services to World Bank Group staff based in the Washington, DC offices. We are seeking an Information Technology Analyst to join the dynamic ITSR3 unit under the ITSDW department. The IT Analyst professional will provide advanced expertise in technology support and provide direction to more junior team members. This work is focused on enabling ITS to deliver technology solutions in a sustainable manner and achieve our mission of creating a world free of poverty on a livable planet. Duties and responsibilities:Do you want to build a career that is truly worthwhile? Working at the World Bank Group provides a unique opportunity for you to help our clients solve their greatest development challenges. The World Bank Group is one of the largest sources of funding and knowledge for developing countries; a unique global partnership of five institutions dedicated to ending extreme poverty, increasing shared prosperity and promoting sustainable development. With 189 member countries and more than 130 offices worldwide, we work with public and private sector partners, investing in groundbreaking projects and using data, research, and technology to develop solutions to the most urgent global challenges. For more information, visit www.worldbank.org ITS Vice Presidency Context:The Information and Technology Solutions (ITS) Vice Presidential Unit (VPU) enables the World Bank Group to achieve its mission of ending extreme poverty and boost shared prosperity on a livable planet by delivering transformative information and technologies to its staff working in over 150+ locations. For more information on ITS, see this video:https://www.youtube.com/watch?reload=9&v=VTFGffa1Y7wThe Junior Service Delivery Analyst position provides ongoing technology support to all staff in the World Bank Group’s Mexico City Office, as well as staff visiting from Headquarters, other Bank institutions, and to other Country Offices. Ensures reliable access to hardware, software, and enterprise systems for a seamless digital experience. Resolves technical issues through troubleshooting, user engagement, and timely escalation. Implements service standards and continuous improvement to maintain high-quality IT support. Participates in technology projects, monitors performance, and drives initiatives to enhance efficiency and satisfaction. Contributes to improving technology solutions and infrastructure across the organization. The selected candidate will manage the full range of information technology services for the office, including but not limited to:• Local, on-site and remote computer support • Conferencing with different applications and VC equipment• Remote access connectivity and mobile device and office network support• Maintenance and implementation of IT standards• Asset inventory management• Vendor relations and contract/Service Level Agreement (SLA) oversight• Delivery of technology learningThis position requires on-site presence at our Mexico City office, five days a week.Required languages: Spanish/English (speaking/reading/writing).
Selection Criteria
Professional Competencies, Qualifications and Experience Required • Ability to conduct research and analysis on well-defined tasks; articulate issues and recommend solutions. • Practical technical knowledge and experience in troubleshooting end-user devices, Windows platform, MS Exchange, Microsoft Office, printers, scanners, servers, etc. • Ability to work in a team environment and across organizational boundaries and coordinate with outside vendors. • Respond promptly to service requests with a strong sense of urgency, maintaining high service quality standards and maximizing user satisfaction. • Proactively escalate complex issues requiring advanced intervention, ensuring minimal disruption to service quality. • Foster a culture of collaboration and excellence by contributing to a positive, coordinated team environment. • Propose and assist in drafting ‘Knowledge Base’ articles about common issues and proven resolutions, enhancing team response capabilities and service consistency. • Understand and share clear explanations of policies, procedures, and practices that elevate service delivery standards. Service Improvement & Innovation: • Champion operational improvements that enhance efficiency, user experience, and service quality metrics. • Recommend data-driven process enhancements based on documented trends, user feedback, and service quality indicators. • Engage actively in team discussions, training sessions, and knowledge-sharing activities to accelerate skill development. • Coordinate effectively with team members to ensure flawless service delivery and maintain exceptional service standards. • Comprehensive, well-structured documentation and knowledge articles that elevate team capabilities. • Consistent delivery of superior service quality aligned with ITIL best practices and World Bank Group standards. • Ability to follow troubleshooting steps to find core problems, resolve them, find a suitable work-around or escalate. • Understanding Microsoft Azure, DNS service, and other networking methods and technologies. • Familiarity with IP and Cloud Telephony and troubleshooting. • Comfortable using remote access technologies and remote troubleshooting. • Strong skills for delivering presentations and delivering technology learning to non-technical Business Partners. • Focused on self-development. • CompTIA A+Attention: "Preference will be given to local talent, that is, applicants that are authorized to work in the duty station for any employer. Internal applicants may apply per existing guidelines.”• Master’s degree with less than 2 years relevant experience or a Bachelor’s degree with less than 4 years relevant experience, or equivalent combination of education and experience.• Ability to effectively provide professional support to senior staff.• Experience serving business partners in a multi-cultural environment.• Ability to prioritize workload balance, conflicting demands, and willingness to work extended hours in support of time-critical projects if needed.Key ResponsibilitiesExcellence in Service Delivery & Incident Management:• Deliver exceptional troubleshooting support for workplace technologies and systems, ensuring reliable, uninterrupted access for users.• Log and track service requests with precision in ITSM systems, ensuring thorough follow-through and timely resolution.• Champion service excellence by consistently applying ITIL frameworks and best practices to deliver reliable, user-focused support.Knowledge Management & Operational Excellence :• Ensure service requests are accurately entered, updated and closed according to the unit standards.• Contribute actionable insights and best practices that strengthen overall team capability and service excellence.• Drive consistency and reliability in service delivery by identifying and addressing patterns in recurring issues.• Actively participate in continuous improvement initiatives, bringing fresh perspectives using Agile methodologies.• Support innovation initiatives that advance service delivery capabilities and user satisfaction.Collaboration & Professional Excellence:• Foster seamless collaboration within and across teams through adherence to established procedures and proactive communication.• Support knowledge transfer by consistently sharing updates, insights, and proven practices with colleagues.• Demonstrate commitment to professional growth while developing independence in applying theoretical concepts to real-world service challenges.Key Deliverables Excellence Standards:• Accurate, timely, and high-quality resolution of service requests exceeding user expectations.• Measurable contributions to team knowledge base and continuous improvement of operational procedures.• Proactive identification of service enhancement opportunities that drive operational excellence.Core Technical Knowledge and Skills • Good Knowledge of IT Technologies: Windows Platform, Microsoft Office, Servers, Smartphones etc.• Strong client service skills and the ability to work under pressure with accuracy and professionalism.• Knowledge of Network communication technologies and other WAN/LAN products.• Good knowledge and experience of setting up and supporting Videoconference facilities.• Good communications skills, the ability to listen and describe the problem, and proposed solutions . • Ability to explain facts, policies, and practices relevant to the job area.• Written and spoken communication skills in Spanish and English are required.Recommended Certifications• ITIL Foundation• SAFe Agilist (SA) or SAFe Practitioner (SP)
WBG Culture Attributes:
1. Sense of urgency: Anticipate and quickly respond to the needs of internal and external stakeholders.
2. Thoughtful risk-taking: Challenge the status quo and push boundaries to achieve greater impact.
3. Empowerment and accountability: Empower yourself and others to act and hold each other accountable for results.
World Bank Group Core Competencies
The World Bank Group offers comprehensive benefits, including a retirement plan; medical, life and disability insurance; and paid leave, including parental leave, as well as reasonable accommodations for individuals with disabilities.
We are proud to be an equal opportunity and inclusive employer with a dedicated and committed workforce, and do not discriminate based on gender, gender identity, religion, race, ethnicity, sexual orientation, or disability.
Learn more about working at the World Bank and IFC, including our values and inspiring stories.
