Knowledge Management Analyst

Job Posting Organization:
The World Bank Group is a unique global partnership of five institutions established with the mission to create a world free of poverty on a livable planet. It is one of the largest sources of funding and knowledge for developing countries, helping to solve the world’s greatest development challenges. The organization has 189 member countries and operates more than 120 offices worldwide, focusing on public and private sector partnerships, investing in groundbreaking projects, and utilizing data, research, and technology to bring about transformative changes globally. For more information, visit www.worldbank.org.

Job Overview:
The Knowledge Management Analyst position at AskAccounting within the World Bank's Finance & Accounting (WFA) Vice Presidency is crucial for ensuring effective service desk operations and documentation management. The role requires the candidate to manage service desk resources, monitor performance metrics, and ensure compliance with service level agreements. The analyst will also be responsible for developing expertise in specific content areas, providing client support, and managing escalations. Additionally, the role involves planning and executing documentation projects, authoring announcements, and maintaining change management resources. The candidate must be flexible to work night shifts and adapt to changing business requirements, ensuring uninterrupted service delivery and high-quality client support.

Duties and Responsibilities:
The Knowledge Management Analyst will have a variety of responsibilities, including:

• Service Desk Management: Planning and allocating resources for service desk operations, ensuring adequate coverage, and monitoring adherence to schedules.
• Performance Monitoring: Managing daily performance metrics such as First Contact Resolution rates and compliance with Service Level Agreements.
• Resource Coordination: Coordinating leave management and backup planning to ensure uninterrupted service delivery.
• Collaboration: Working with the ITS team to maintain service desk systems and preparing regular reports for performance tracking.
• Quality Assurance: Managing quality assurance initiatives and monitoring key performance indicators.
• Client Support: Providing support via phone and email, serving as a Subject Matter Expert, and addressing client queries.
• Documentation Management: Planning and managing documentation requests and projects, liaising with stakeholders to clarify requirements.
• Change Management: Authoring and reviewing announcements, developing change management resources, and disseminating project-related communications.

Required Qualifications:
Candidates must possess a Bachelor’s or Master’s degree in a relevant discipline. They should have a minimum of three years of relevant experience in client services and service desk supervision within a multinational organization. Strong verbal and written communication skills are essential, along with data analytical skills and proficiency in Microsoft Office and Power Platform tools. The candidate should demonstrate a client-focused approach, flexibility, and the ability to work effectively in a multicultural environment.

Educational Background:
A Bachelor’s or Master’s degree in a relevant field is required for this position. The educational background should ideally be in areas related to finance, accounting, business administration, or information technology, which would provide the necessary foundation for the responsibilities of the Knowledge Management Analyst.

Experience:
The position requires a minimum of three years of relevant experience in client services and service desk supervision, preferably within a multinational organization. This experience should include managing service desk operations, ensuring compliance with performance metrics, and providing high-quality client support.

Languages:
The mandatory language for this position is English. Proficiency in additional languages would be considered a plus, enhancing the candidate's ability to communicate effectively in a diverse work environment.

Additional Notes:
The position is a local recruitment role with a term duration of 2 years. The candidate must be willing to work night shifts and be flexible to change shifts based on business requirements. The World Bank Group offers comprehensive benefits, including a retirement plan, medical, life and disability insurance, and paid leave, including parental leave. The organization is committed to being an equal opportunity and inclusive employer, ensuring a diverse workforce.