Temporary - 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 has grown to encompass 189 member countries and operates more than 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 for sustainable development. The organization is committed to fostering collaboration with both public and private sector partners to invest in transformative projects that address urgent global issues.

Job Overview:
The Junior Service Delivery Analyst position is a developing professional role within the Information and Technology Solutions (ITS) Vice Presidential Unit of the World Bank Group. This role is essential in supporting IT service delivery activities that ensure reliable access to technologies and systems for staff working in over 150 locations worldwide. The selected candidate will work under close supervision, adhering to established procedures to maintain service quality and user satisfaction. The role requires a foundational understanding of IT service management and the ability to follow standard procedures to solve routine problems. The Junior Service Delivery Analyst will also contribute to fostering collaboration within teams and across the organization, ensuring that staff can work productively and securely in a digital workplace environment.

Duties and Responsibilities:
The duties and responsibilities of the Junior Service Delivery Analyst include providing routine technical support by following established procedures to ensure reliable access to workplace technologies. This involves logging, tracking, and escalating issues in accordance with defined service management processes. The analyst will also support service improvements by documenting common issues and adhering to standard workflows, assisting with minor service enhancements under supervision to improve operational efficiency. The role requires working within Agile and SAFe-aligned methodologies, completing assigned tasks from work queues or backlogs, and participating in Agile ceremonies under supervision. Collaboration with team members is crucial to support service delivery activities, and the analyst must communicate clearly and escalate issues as required to ensure timely resolution. Additionally, the analyst is expected to build skills through active learning and knowledge sharing, applying feedback to improve individual performance and contribute to service consistency across the team.

Required Qualifications:
Candidates for the Junior Service Delivery Analyst position should possess at least 10 years of relevant experience or an equivalent combination of education and experience in a related field. A strong proficiency in technical troubleshooting is essential, along with skills in automation and robotics, ITIL frameworks, network/system architecture, change management, and technical support. The ideal candidate should also demonstrate collaboration skills, analytical reasoning, a high technology quotient, and persuasive communication abilities. Awareness of Agile methodologies, AI concepts, digital fluency, and continuous improvement practices is preferred. Additionally, candidates should have an understanding of issue resolution and escalation processes, versatility, and accountability principles. The ability to work effectively under supervision and apply feedback constructively is also important.

Educational Background:
The educational background required for the Junior Service Delivery Analyst position includes post-secondary studies related to the specialty area. Candidates should have a solid foundation in information technology or a related field, which complements their practical experience in the industry. Relevant certifications such as ITIL Foundation, SAFe Agilist (SA), or SAFe Practitioner (SP), and CompTIA A+ are preferred and may enhance a candidate's qualifications for the role.

Experience:
The position requires candidates to have a minimum of 10 years of relevant experience in the field of information technology or a closely related area. This experience should encompass a range of technical support roles, demonstrating the ability to troubleshoot and resolve issues effectively. Candidates should also have experience working within Agile frameworks and familiarity with IT service management processes, which will be crucial for success in this role.

Languages:
The mandatory language requirement for this position is English, as it is the primary language used within the World Bank Group. Additionally, proficiency in Ukrainian is preferred, as it may facilitate better communication and collaboration within the local context and with stakeholders in Ukraine.

Additional Notes:
This position is a temporary contract for a duration of 1 year, with the possibility of extension based on performance and business needs. The recruitment is classified as local, meaning preference will be given to applicants who are authorized to work in Ukraine. The role is full-time, and candidates should be prepared to engage actively with team members and stakeholders to support the organization's mission. The World Bank Group is committed to being an equal opportunity and inclusive employer, ensuring that all applicants are treated fairly regardless of gender, gender identity, religion, race, ethnicity, sexual orientation, or disability.