ET 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

• 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 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.

• Kuwait Country Office: While the World Bank Group (WBG) Kuwait office is a relatively small footprint, it is strategically positioned to anchor cross-regional IT and digital operations. The World Bank Group's presence in the GCC region is growing quickly, with the combined staff complement across the Abu Dhabi, Oman and Qatar offices expected to reach 30 staff by the next fiscal year. At the same time, the Riyadh Regional Hub continues to scale its operations, creating a need for coordinated backup support across the sub-region.

• Given this growth trajectory and to meet these dynamic needs, the WBG seeks to appoint an Extended Term Temporary (ETT) to serve as Junior Service Delivery Analyst professional. Beyond conventional troubleshooting and helpdesk support, this role carries a distinct and strategically important second mandate: to act as a digital enabler for GCC Bank Operations teams, directly supporting them with advanced data reporting, interactive dashboards, and workflow automation to improve portfolio monitoring, deliverable tracking, and budget management. The ETT is expected to proactively leverage modern tools — including Power BI, Power Apps, Power Automate, and AI-driven solutions — to streamline business processes and elevate the overall digital dexterity of GCC country office staff.

• Accordingly, this position is structured as a dual-mandate role, with responsibilities divided approximately 50% toward core IT/user support (across Kuwait, with remote/mission-travel support to Abu Dhabi, Qatar, Oman and backup coverage for Riyadh, when needed) and 50% toward digital transformation and business operations improvement for the GCC Operations teams.

• 2. Objectives

The primary objectives of this appointment are to:

• 1. Ensure Cross-Regional Operational Continuity — Provide reliable, responsive onsite IT support to the Kuwait office, complemented by remote support and periodic mission travel to Abu Dhabi, Oman and Qatar, and backup coverage for the Riyadh Regional Hub, ensuring continuity of IT services across the GCC sub-region.
• 2. Enhance User

Experience

• Across GCC Offices — Deliver a high standard of end-user support that improves staff confidence in IT systems and reduces recurring technical issues across all supported locations.

• 3. Drive Digital Transformation of Business Operations — Partner directly with GCC Operations teams to design and deliver dashboards, automated reports, and digital tools that improve portfolio monitoring, deliverable tracking, and budget management.
• 4. Build Digital Dexterity Across GCC Staff — Proactively build the capacity of GCC country office staff to use modern productivity and automation tools (Power BI, Power Apps, Power Automate, and AI-enabled solutions) in their day-to-day work.
• 5. Maintain IT Asset Integrity — Oversee the lifecycle management of IT hardware and software assets across the Kuwait office, ensuring accurate inventory records and compliance with organizational procurement and licensing policies.
• 6. Support Infrastructure Stability — Assist in the monitoring, maintenance, and troubleshooting of local network infrastructure and communication systems in Kuwait, and provide remote diagnostic support to Oman and Qatar as needed.
• 7. Ensure Security Compliance — Uphold organizational IT security policies and standards, including endpoint protection, access management, and data handling protocols, across all supported offices.
• 8. Strengthen Vendor and Stakeholder Coordination — Liaise effectively with external vendors, internal IT teams, and GCC Bank Operations stakeholders to coordinate service requests, escalations, infrastructure needs, and digital solution requirements.
• 3. Scope of Work

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

• PART A – IT / User Support

• 3.1 End-User Technical Support

• Serve as the first point of contact for IT-related incidents, service requests, and queries from Kuwait office staff, in person, by phone, or via the organizational ticketing system.

• Diagnose, troubleshoot, and resolve hardware and software issues affecting desktops, laptops, mobile devices, printers, and other peripherals.

• Provide support for Microsoft 365 (Outlook, Teams, SharePoint, OneDrive, Word, Excel, PowerPoint), Zoom, and other enterprise applications.

• Configure workstations, user accounts, and access credentials for new staff members in accordance with onboarding procedures.

• Manage account provisioning/deprovisioning and multi-factor authentication (MFA) enrollment.

• Support VPN configuration, remote desktop tools, and secure connectivity for hybrid working staff.

• 3.2 Network and Infrastructure Support

• Provide remote IT assistance to the Abu Dhabi, Oman and Qatar offices, troubleshooting issues and coordinating with local resources where onsite presence is not feasible.

• Undertake periodic mission travel to Abu Dhabi, Oman and Qatar to conduct onsite support, infrastructure checks, and staff assistance as office headcount grows.

• Serve as a designated backup resource for the Riyadh Regional Hub, providing coverage during peak periods, staff