Junior Service Delivery Analyst

Junior Service Delivery Analyst

Description

At the World Bank, a member of the World Bank Group (WBG), you’ll join a diverse, global community working across cultures, disciplines, and borders to address the world’s most pressing development challenges. With 1.2 billion young people reaching working age in the decade ahead, the challenge of job creation has never been greater. Through partnerships across 145 countries and more than 182 offices worldwide, we work with governments, private sector, development partners and other stakeholders to invest in people, strengthen markets, and deliver scalable, data-driven solutions that generate more and better jobs and improve lives. For more information, visit https://www.worldbank.org/en/who-we-are/ibrd

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=VTFGffa1Y7

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.

Role Overview

The Junior Service Delivery Analyst supports IT service delivery activities that enable reliable access to technologies and systems. Under close supervision, the selected candidate will follow established procedures, contribute to maintaining service quality and user satisfaction, and foster collaboration within and across teams. This is a developing professional role where work is routine, requiring the application of basic theoretical concepts and techniques, with problems typically solved through standard procedures.

The Junior Service Delivery Analyst will provide ongoing support for all staff in Dushanbe, Tajikistan World Bank Group Office staff  as well as visiting staff and missions from HQ or other Country Offices . S/he will manage the full range of information technologies for the office, which include, but not limited to addressing desktop support, conferencing support, remote access and network support, issues concerning the maintenance and implementation of IT standards, knowledge sharing, asset inventory, maintaining local vendor relations and understanding contracts/Service Level Agreements (SLA), as well as providing local office training. 

This position is based in Dushanbe, Tajikistan and reports to the Regional IT Lead/Associate Senior Service Delivery Officer for SAR.

Duties and Accountabilities

Experience Support Operations: Provide routine technical support by following established procedures to ensure reliable access to workplace technologies. Log, track, and escalate issues in accordance with defined service management processes.

Service Improvements and Innovation: Support service improvements by documenting common issues and adhering to standard workflows. Assist with minor service enhancements under supervision to improve operational efficiency.

SAFe and Agile Ways of Working: Work within Agile and SAFe-aligned ways of working by following defined processes and team practices. Complete assigned tasks from work queues or backlogs and participate in Agile ceremonies under supervision.

Collaboration and Partnership: Collaborate with team members to support service delivery activities. Communicate clearly and escalate issues as required to ensure timely resolution.

Team Development: Build skills through active learning and knowledge sharing. Apply feedback to improve individual performance and contribute to service consistency across the team.

Technical Competencies :

• Provide end-user support for Windows 11 devices, Microsoft 365 applications, and Apple products including iPhones and iPads.
• Troubleshoot and resolve hardware, software, connectivity, and peripheral issues related to desktops, laptops, network printers, and mobile devices.
• Support and manage collaboration platforms such as Microsoft Teams, Zoom, and Webex, ensuring seamless virtual meetings and communication.
• Deliver Audio-Visual (AV), video conferencing, and event technology support for meetings, workshops, and corporate events.
• Install, configure, maintain, and troubleshoot IT infrastructure components including Windows Servers, Cisco Wi-Fi Access Points, Cisco Video Conferencing equipment, LAN networks, cabling, rack UPS systems, ISP services, and MPLS links.
• Manage IT assets throughout their lifecycle, including procurement support, inventory tracking, redeployment, and disposal in compliance with organizational policies.
• Demonstrate strong customer service, communication, and interpersonal skills while providing technical assistance to employees and stakeholders.
• Leverage AI tools such as Microsoft Copilot, ChatGPT, Gemini, and Claude to improve productivity, automate routine tasks, and enhance user support services.
• Apply Agile methodologies, including Scrum and Kanban, to support project delivery, task management, and continuous improvement initiatives.
• Follow ITIL-based Incident Management and Service Request Fulfilment processes to ensure timely and effective resolution of technical issues.
• Utilize Azure DevOps and ServiceNow at a user level for work tracking, issue management, reporting, and service delivery activities.
• Maintain documentation, knowledge bases, and operational procedures to support efficient IT service management and continuous service improvement.

Selection Criteria

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."

• Bachelor’s degree with no experience required or equivalent combination of education and experience.
• Advanced proficiency in technical troubleshooting.
• Skilled in automation and robotics, ITIL frameworks, network/system architecture, change management, and technical support.
• Skilled in collaboration, analytical reasoning, technology quotient, and persuasive communication.
• Awareness of Agile methodologies, AI concepts, digital fluency, and continuous improvement practices.
• Awareness of issue resolution/escalation, versatility, and accountability principles.
• Demonstrated ability to work effectively under supervision and apply feedback constructively.
  
  Preferred certifications: ITIL Foundation; SAFe Agilist (SA) or SAFe Practitioner (SP); CompTIA A+.

As the World Bank Group continues to evolve, we value candidates who:

• Demonstrate the ability to collaborate effectively across teams, disciplines, cultures, and institutional boundaries.
• Responsibly leverage digital and AI-enabled tools to enhance productivity, learning, and decision-making.
• Bring experience working in fragile, conflict-affected, and violent (FCV) contexts and are encouraged to highlight relevant experience in their application materials, where applicable.

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.