IT Service Delivery Analyst, Tech Solutions

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 include 189 member countries and operates in 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 for sustainable development. The organization is committed to fostering partnerships with both public and private sectors to invest in transformative projects that can significantly impact communities and economies.

Job Overview:
The IT Service Delivery Analyst plays a crucial role in ensuring that the World Bank Group's staff in Tashkent, Uzbekistan, have reliable access to the necessary information technologies and systems to perform their duties effectively. This position is integral to the Information and Technology Solutions (ITS) Vice Presidential Unit, which aims to deliver transformative IT solutions that align with the organization's mission of reducing poverty and enhancing shared prosperity. The analyst will be responsible for managing a wide range of IT services, including desktop support, conferencing support, and network maintenance, while also ensuring compliance with established IT standards and protocols. The role requires a proactive approach to problem-solving, as the analyst will need to assess and address both routine and complex IT issues, provide training to staff, and maintain vendor relationships. The position demands a strong focus on user satisfaction and service quality, with an emphasis on collaboration across various teams within the organization.

Duties and Responsibilities:

• Provide comprehensive IT support to staff in the Country Office, adhering to established Service Level Agreements (SLAs) and Experience Level Agreements (XLAs) using the ServiceNow platform. This includes troubleshooting technical issues, fulfilling service requests, and supporting video conferencing and events.
• Assess and resolve complex, non-routine problems within the area of specialization, including those escalated by colleagues.
• Manage daily asset transactions, ensuring reconciliation and disposal processes comply with World Bank Group policies.
• Conduct training sessions on IT products for end users as needed.
• Assist in the rollout of new software and hardware, as well as other IT projects.
• Employ Change Management practices when engaging with end users on various projects and initiatives.
• Support the maintenance of the office's network infrastructure, including servers, communication technology, and conferencing equipment.
• Participate in Business Continuity Planning (BCP) and IT Disaster Recovery (ITDR) programs under guidance.
• Collaborate with product teams, including Technology Adoption and Infrastructure, to enhance service delivery. 1
• Engage with vendors for IT procurement and manage ongoing contracts in accordance with World Bank Group policies. 1
• Exhibit excellent communication skills to effectively describe problems and propose solutions. 1
• Analyze information related to business partnerships, identifying trends and opportunities for improvement. 1
• Make decisions on routine cases with updates to the Team Coach. 1
• Recommend topics for IT training sessions and provide agile solutions to meet the evolving needs of WBG staff. 1
• Administer and enforce WBG security" style="border-bottom: 1px dotted #007bff !important;">security" style="border-bottom: 1px dotted #007bff !important;">information security standards and ensure compliance with institutional policies.

Required Qualifications:
Candidates must possess a Master's degree in a relevant field with a minimum of 2 years of relevant experience, or a Bachelor's degree with at least 4 years of relevant experience, or an equivalent combination of education and experience. Additionally, candidates should demonstrate advanced knowledge and experience in various IT systems and tools, including Windows 11, Apple products, Microsoft M365 suite, and collaboration tools such as MS Teams and Zoom. Strong communication and interpersonal skills are essential, along with the ability to work effectively both independently and as part of a team. Intermediate knowledge of network infrastructure and IT service management practices is also required, along with a proven ability to analyze information and identify opportunities for improvement.

Educational Background:
The educational background required for this position includes a Master's degree in a relevant field, such as Information Technology, Computer Science, or a related discipline. Alternatively, a Bachelor's degree in a similar field is acceptable, provided the candidate has at least 4 years of relevant experience. The combination of education and practical experience should equip the candidate with the necessary skills and knowledge to perform the duties of the IT Service Delivery Analyst effectively.

Experience:
The position requires candidates to have a minimum of 2 years of relevant experience for those with a Master's degree, or at least 4 years of relevant experience for those with a Bachelor's degree. This experience should encompass a broad range of IT support functions, including desktop support, network maintenance, and user training. Candidates should also have a demonstrated ability to manage competing priorities and adapt to dynamic work environments, showcasing their capacity to deliver high-quality user support under pressure.

Languages:
The mandatory language for this position is English, as effective communication is critical for the role. Candidates should possess excellent written and spoken communication skills in English to interact with staff and stakeholders effectively. While English is the primary language required, proficiency in additional languages may be considered a valuable asset, particularly in a multicultural work environment.

Additional Notes:
This position is a local recruitment opportunity based in Tashkent, Uzbekistan, with a term duration of 3 years. The role is classified at the GE grade level within the World Bank Group. The organization offers a comprehensive benefits package, including a retirement plan, medical, life, and disability insurance, as well as paid leave, including parental leave. The World Bank Group is committed to being an equal opportunity and inclusive employer, ensuring that all individuals are treated fairly and without discrimination based on gender, religion, race, ethnicity, sexual orientation, or disability.