IT Program Analyst (Regional Coordinator)

Description

Do you want to build a career that is truly worthwhile? The World Bank Group is a unique global partnership of five institutions driven by a bold vision to create a world free of poverty on a livable planet. As one of the largest sources of funding and knowledge for developing countries, we help solve the world’s greatest development challenges. When you join the World Bank Group, you become part of a dynamic, diverse organization with 189 member countries and more than 120 offices worldwide. We work with public and private sector partners, invest in groundbreaking projects, and use data, research, and technology to bring tangible and transformative changes around the globe. For more information, visit www.worldbank.org.

The World Bank Group

The World Bank Group (WBG) is one of the world's largest sources of funding and knowledge for development solutions. Established in 1944, it is governed by 188 member countries and delivers services from 120+ offices with nearly 15,000 staff globally. The WBG's vision is to end extreme poverty and boost shared prosperity on a livable planet, leveraging the combined strength of its five institutions — IBRD, IDA, IFC, MIGA, and ICSID — to deliver customized development solutions backed by finance, world-class knowledge, and convening services.

About ITS

Information and Technology Solutions (ITS) enables the WBG to achieve its mission by delivering transformative information and technologies to staff working in over 130 client countries. ITS services range from establishing the infrastructure to reach and connect staff and development stakeholders, to providing devices and agile technology applications that facilitate the science of delivery through decentralized services. The ITS business model combines dedicated business solutions centers tailored to specific WBG business needs with shared services that provide infrastructure, applications, and platforms for the entire Group.

About the Team

The Digital Workplace Tech Solutions team enables staff across the institution to work productively, securely, and seamlessly by delivering integrated digital workplace products and services. The team partners closely with platform owners, engineering, IT Operations, and business stakeholders to support mobility, hybrid work, and user-centered technology experiences.

Purpose

• Provide region-wide administrative/client support and agile delivery facilitation to standardize operations, improve service quality, and enable continuous improvement across all ITSR2 sites.

Scope and key responsibilities

Regional coordination

o Act as the regional front-office coordinator: manage shared mailboxes, triage requests, and standardize communications across ITSR2.

o Scheduling and logistics: coordinate multi-country calendars, room bookings, travel, and regional events; prepare agendas, materials, minutes, and action follow-ups. Plan complex itineraries, visas, security clearances, mission memos, and expense reconciliations. Prepare trip books; coordinate with COs/hosts on agendas and logistics.

o Records and stewardship: maintain regional trackers, consolidate weekly/monthly reports, and ensure consistent file organization.

o Procurement and finance support: draft reports, track deliveries/invoices, and liaise with Admin/Procurement/RMs across offices; ensure compliance with institutional procedures.

• Calendar and inbox stewardship: Proactively manage the manager’s calendar (priority alignment, hold/remove logic, prep briefs), flag critical items, draft standard responses, track follow ups and deadlines. Keep an organized manager’s file system (OneDrive/SharePoint) with version control and metadata. Maintain a “manager dashboard” (key dates, risks, deliverables, KPIs).

o Meeting/briefing preparation: Assemble pre-reads, talking points, participant bios, and decision logs. Capture action items and circulate minutes with owners and due dates.

o Stakeholder liaison: Serve as POC for VP/Director/CM offices, external partners, and cross GP teams. Coordinate responses to escalations and sensitive inquiries.

• Team operations and logistics: Schedule recurring team meetings, all hands, brown bags, and offsites; manage rooms/VC links.

• Onboarding/offboarding: Coordinate access (SharePoint, Teams, distribution lists), equipment requests, seating, and orientation packs. Coordinate offboarding (leave balances).
Procurement and vendor coordination

• Prepare PRs/POs, vendor onboarding docs, service confirmations; liaise with Procurement/Accounts Payable.

• Track contract milestones, deliverables, and invoicing timelines.

Budget/admin tracking

• Maintain simple trackers subscriptions, and shared licenses.

HR and resourcing coordination

• Consolidate leave/mission calendars; support ST/ET/CSA onboarding paperwork.

• Track ST LOEs, end dates, and renewal timelines; maintain org chart and role roster.

Knowledge and document management

• Structure team SharePoint (folders, naming conventions, templates); enforce filing discipline.

• Curate a “Team Handbook” (SOPs, FAQs, templates, contacts).

Communications

• Draft and format team newsletters, updates, and announcement emails.

• Maintain distribution lists and team sites; post updates and events.

Meetings/events

• Plan internal trainings, retreats, and external workshops (budgets, vendors, catering, hybrid A/V).

• Manage RSVPs, speaker coordination, and materials; run event day logistics.

Project/admin support

• Create light trackers for deliverables, milestones, and dependencies.

• Assist with formatting reports, slide decks, Gantt charts, and templates.

Team wellbeing and engagement

• Coordinate recognition moments, welcome/farewell messages, and informal connect points.

• Pulse-check surveys; collate themes for action.

Quality and productivity add-ons

Process improvement

• Map recurring workflows (e.g., approvals, missions) and streamline steps; propose SOPs.

• Build reusable checklists and templates to reduce rework.

• Simple dashboard in Excel/Power BI/Lists for tasks, approvals, missions, events, and KPIs.

Agile enablement (regional)

o Ceremonies: participate at the planning/facilitation of regional stand-ups, sprint planning/reviews/retrospectives; ensure time-boxing and inclusive participation across time zones.

o Backlog and boards: help unify and refine regional backlogs; help keep the relevant ADO/ ServiceNow boards current; maintain definitions of ready/done and acceptance criteria.

o Delivery flow and impediments: participate in surfacing cross-office impediments and coordinate communication with the relevant stakeholders.

Selection Criteria

Core competencies

• Client service and communication: clear, professional English; culturally sensitive engagement across diverse offices; strong written communications.

• Organization and detail orientation: proven ability to manage multi-country schedules, records, and follow-through.

• Technical foundation: M365 expertise and ITIL incident/request practices.

• Agile literacy: working knowledge of Scrum/Kanban, backlog refinement, and sprint metrics; tools familiarity (ADO/ServiceNow).

• Compliance: adherence to procurement, asset management, data handling, and security procedures; coordinate with InfoSec and Risk teams when required.

Minimum qualifications

• Bachelor’s degree or equivalent experience.

• 2–4 years in administrative/client support and/or IT service operations; experience coordinating across multiple sites.

• Preferred certifications: ITIL Foundation; Scrum Master PSM I/CSM (or equivalent).

Reporting and collaboration

• Reports to ITSR2 Manager.

• Collaborates with Service Delivery Teams, Product Teams, ITSDW teams, Country Office Admin, Facilities, Security, and InfoSec/Risk.

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.