E T Temporary - 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=VTFGffa1Y7w

• WBG: Innovation and partnership bond the five institutions of the World Bank Group (WBG): The International Bank for Reconstruction and Development (IBRD) and the International Development Association (IDA), which together form the World Bank; the International Finance Corporation (IFC); the Multilateral Investment Guarantee Agency (MIGA); and the International Centre for Settlement of Investment Disputes (ICSID). The World Bank Group is one of the world's largest sources of funding and knowledge for developing countries. It uses financial resources and extensive experience to help our client countries to reduce poverty, increase economic growth, and improve quality of life. It uses financial resources and extensive experience to help our client countries to reduce poverty, increase economic growth, and improve quality of life. To ensure that countries can access the best global expertise and help generate cutting-edge knowledge, the World Bank Group is constantly seeking to improve the way it works. Key priorities include delivering measurable results, promoting openness and transparency in development, and improving access to development information and data.

• Information and Technology Solutions (ITS) enables the WBG to achieve its mission of ending extreme poverty and promote shared prosperity in a sustainable way by delivering transformative information and technologies to its staff working in over 150 locations.

• Our vision is to transform how the Bank Group accomplishes its mission through information and technology. In this fast-paced, ever-changing world, the formulation and implementation of the ITS strategy is an ongoing, iterative process of learning and adaptation developed through extensive consultations with business partners throughout the World Bank Group.

• ITS shapes its strategy in response to changing business priorities and leverages new technologies to achieve three high-level business outcomes: business enablement, by providing World Bank Group units with innovative digital tools and technologies to transform how they deliver value for their end-users; empowerment & effectiveness, by ensuring that all World Bank Group staff are connected, able to find information, and productive to accelerate the delivery of development solutions globally; and resilience, by equipping the World Bank Group to provide risk-based cybersecurity and robust data protection for a global network and a growing cloud platform.

• Implementation of the strategy is guided by three core principles. The first is to deliver solutions for business partners that are customer-centric, innovative, and transformative. The second principle is to provide the World Bank Group with value for money with selective and standard technologies. The third principle is to excel at the basics by providing a high performing, robust, and resilient IT environment for the organization.

• ITSR2: The IT Regional Tech Solutions 2 (ITSR2) is primarily tasked with ensuring cohesive delivery of regional IT programs and IT Support initiatives across Africa (AFE & AFW), Europe, and the Middle East, North Africa, Afghanistan, Pakistan & Türkiye (MENAAP-Türkiye), as well as aligning existing support channels with business needs. In achieving its objectives and providing the best possible IT customer experience, Technology Solutions Team directs and partners with other ITS teams/ Service-Desks, Training and Outreach, as well as cross-functional teams delivering products and solutions.

• Regional Hub Office in Riyadh, Saudi Arabia: The World Bank Group in Riyadh serves as a regional operational center supporting a broad portfolio of development programs, administrative functions, and stakeholder engagement activities across the Middle East and North Africa (MENA) region. The office hosts a diverse team of professional staff, consultants, and visiting personnel who rely on a robust, secure, and continuously available information technology environment to carry out their day-to-day responsibilities.

• As the office's operational footprint and headcount continue to grow, the demand for responsive, high-quality onsite IT support has increased significantly. The existing IT infrastructure encompasses end-user computing devices, network connectivity systems, collaboration and productivity platforms, video conferencing facilities, enterprise applications, and cloud-based services. Ensuring the seamless functioning of these systems is critical to maintaining staff productivity, safeguarding organizational data, and upholding service delivery standards expected of a regional hub office.

• To address this need, the World Bank Group seeks to appoint a qualified individual under an Extended Term Temporary (ETT) appointment to serve as a Junior Service Delivery Analyst, providing dedicated onsite IT support at the Riyadh Hub Office. The appointee will function as the primary point of contact for all technology-related issues affecting office staff and will work in close coordination with the regional IT team, global helpdesk, and relevant vendors to ensure timely resolution of incidents and continuous improvement of IT service quality.

Objectives: The primary objectives of this appointment are to:

• Ensure Operational Continuity — Provide reliable, responsive, and professional onsite IT support to all staff and visitors at the Riyadh Hub Office, minimizing downtime and disruption to business operations.
• Enhance User Experience — Deliver a high standard of end-user support that improves staff confidence in IT systems and reduces recurring technical issues through proactive problem management.
• Maintain IT Asset Integrity — Oversee the lifecycle management of IT hardware and software assets, ensuring accurate inventory records and compliance with organizational procurement and licensing policies.
• Support Infrastructure Stability — Assist in the monitoring, maintenance, and troubleshooting of local network infrastructure, server room equipment, and communication systems to sustain a stable and secure IT environment.
• Facilitate Technology Adoption — Support the onboarding of new staff and the rollout of new technologies, tools, and platforms by providing training, guidance, and documentation.
• Ensure Security Compliance — Uphold organizational IT security policies and standards, including endpoint protection, access management, and data handling protocols, in alignment with global cybersecurity frameworks.
• Strengthen Vendor and Stakeholder Coordination — Liaise effectively with external vendors, internet service providers, and internal IT teams to coordinate service requests, escalations, and infrastructure upgrades.

Scope of Work: The Junior Service Delivery Analyst shall perform the following activities throughout the duration of the appointment:

• 1. End-User Technical Support
• Serve as the first point of contact for all IT-related incidents, service requests, and queries submitted by Riyadh Hub Office staff, either in person, via telephone, or through the organizational ticketing system.
• Diagnose, troubleshoot, and resolve hardware and software issues affecting desktops, laptops, tablets, mobile devices, printers, scanners, and other peripherals.
• Provide support for standard productivity and collaboration tools including but not limited to Microsoft 365 (Outlook, Teams, SharePoint, OneDrive, Word, Ex