Junior Service Delivery Analyst

Job Posting Organization:
The World Bank Group is a prominent global partnership consisting of five institutions dedicated to addressing the most pressing development challenges faced by countries around the world. Established with the mission to end extreme poverty and promote shared prosperity, the organization operates in 189 member countries and has over 130 offices globally. The World Bank Group is recognized as one of the largest sources of funding and knowledge for developing nations, leveraging data, research, and technology to implement innovative solutions. The organization is committed to sustainable development and works closely with both public and private sector partners to invest in transformative projects that aim to improve the quality of life for people in developing countries. For more information about the World Bank Group, visit their official website at www.worldbank.org.

Job Overview:
The Junior Service Delivery Analyst position at the World Bank Group is a critical role within the Information Technology Solutions (ITS) Vice Presidential Unit (VPU). This position is designed for individuals who are passionate about technology and eager to contribute to the mission of the World Bank Group by providing exceptional IT support to staff in the Mexico City office. The analyst will be responsible for ensuring that all staff have reliable access to hardware, software, and enterprise systems, thereby facilitating a seamless digital experience. The role involves troubleshooting technical issues, engaging with users to resolve problems, and implementing service standards to maintain high-quality IT support. The analyst will also participate in technology projects, monitor performance metrics, and drive initiatives aimed at enhancing efficiency and user satisfaction. This position requires a proactive approach to improving technology solutions and infrastructure across the organization, making it an exciting opportunity for those looking to make a meaningful impact in the field of information technology.

Duties and Responsibilities:
The Junior Service Delivery Analyst will have a diverse set of responsibilities that include providing ongoing technology support to all staff in the World Bank Group’s Mexico City Office, as well as to visiting staff from Headquarters and other Bank institutions. Key duties include ensuring reliable access to hardware, software, and enterprise systems, resolving technical issues through effective troubleshooting and user engagement, and implementing service standards for continuous improvement. The analyst will manage a full range of IT services, including local and remote computer support, conferencing applications, remote access connectivity, mobile device support, asset inventory management, vendor relations, and technology learning delivery. The role requires on-site presence at the Mexico City office five days a week, emphasizing the importance of direct interaction with users to provide timely and effective support.

Required Qualifications:
Candidates for the Junior Service Delivery Analyst position must possess a Master’s degree with less than 2 years of relevant experience or a Bachelor’s degree with less than 4 years of relevant experience, or an equivalent combination of education and experience. The ideal candidate should demonstrate strong research and analytical skills, the ability to articulate issues and recommend solutions, and effective professional support capabilities for senior staff. Practical technical knowledge in troubleshooting end-user devices, familiarity with the Windows platform, MS Exchange, Microsoft Office, and experience in a multi-cultural environment are essential. The candidate should also exhibit strong teamwork skills, the ability to prioritize workload, and a willingness to work extended hours when necessary.

Educational Background:
The educational background required for the Junior Service Delivery Analyst position includes a Master’s degree in a relevant field with less than 2 years of experience or a Bachelor’s degree with less than 4 years of experience. Candidates with an equivalent combination of education and experience will also be considered. This educational foundation is crucial for understanding the complexities of information technology and providing effective support to users.

Experience:
The position requires candidates to have less than 2 years of relevant experience for those with a Master’s degree, or less than 4 years of experience for those with a Bachelor’s degree. This experience should ideally include practical technical knowledge in troubleshooting IT systems and providing support in a professional environment. Experience in a multi-cultural setting is also highly valued, as the World Bank Group operates in diverse cultural contexts.

Languages:
The mandatory language requirement for this position is proficiency in English, both spoken and written. Additionally, Spanish is preferred, as it is essential for effective communication with staff in the Mexico City office. Candidates should be able to demonstrate their ability to communicate clearly in both languages, as this will be critical for providing support and engaging with users.

Additional Notes:
The Junior Service Delivery Analyst position is a local recruitment role with a term duration of 2 years. The selected candidate will be expected to work full-time on-site at the Mexico City office, five days a week. The World Bank Group offers a comprehensive benefits package, including a retirement plan, medical, life and disability insurance, and paid leave, including parental leave. The organization is committed to diversity and inclusion, ensuring equal opportunities for all applicants regardless of gender, race, ethnicity, sexual orientation, or disability. The World Bank Group also emphasizes a culture of urgency, thoughtful risk-taking, and accountability among its employees.