ET Temporary (Junior Service Delivery Analyst)

Job Posting Organization:
The World Bank Group is a global partnership of five institutions dedicated to ending extreme poverty, increasing shared prosperity, and promoting sustainable development. Established with 189 member countries, the organization has over 130 offices worldwide. It serves as one of the largest sources of funding and knowledge for developing countries, working with both public and private sector partners to invest in groundbreaking projects. The World Bank Group aims to improve the quality of life in developing nations by leveraging financial resources and extensive experience to help client countries reduce poverty and foster economic growth. The organization emphasizes delivering measurable results, promoting transparency, and improving access to development information and data.

Job Overview:
The ET Temporary (Junior Service Delivery Analyst) position at the World Bank Group is designed for individuals who are eager to contribute to the organization's mission of ending extreme poverty and promoting shared prosperity. This role is situated within the Information and Technology Solutions (ITS) Vice Presidential Unit, which plays a crucial role in delivering transformative information and technologies to staff across more than 150 locations. The Junior Service Delivery Analyst will be responsible for providing ongoing IT support to the World Bank Group Office in Yaoundé, Cameroon, ensuring that staff have the necessary tools and resources to perform their duties effectively. The position requires a proactive approach to problem-solving, as well as the ability to communicate effectively with users to diagnose and resolve IT issues. The analyst will also be involved in training staff on IT tools and technologies, thereby enhancing their productivity and efficiency.

Duties and Responsibilities:
The Junior Service Delivery Analyst will have a diverse set of responsibilities, including but not limited to: working directly with customers to diagnose problems and assess their comfort level with technology; resolving complex, non-routine IT issues; serving as the first point of contact for customer support; conducting diagnostics on business technology problems; maintaining the end-user environment by configuring hardware, addressing virus alerts, and troubleshooting software; participating in vendor management and facilities work; disseminating information on common IT issues; tracking and escalating trending issues; applying technical knowledge under limited guidance; recommending IT training topics; evaluating and piloting new products and services; attending training sessions to stay updated on IT trends; administering security" style="border-bottom: 1px dotted #007bff !important;">security" style="border-bottom: 1px dotted #007bff !important;">information security standards; and supporting technology adoption through training and coaching.

Required Qualifications:
Candidates for the Junior Service Delivery Analyst position should possess a combination of technical knowledge and interpersonal skills. Required qualifications include a good understanding of IT technologies such as Windows platforms, Microsoft Office, and networking methods. Strong user support skills and the ability to work under pressure with accuracy and professionalism are essential. Familiarity with IT Service Management and ITIL best practices is also required, along with knowledge of Agile methodologies, Scrum, and Azure DevOps. Candidates should demonstrate strong customer service skills and a client-oriented approach, as well as the ability to work independently and as part of a team.

Educational Background:
A Bachelor’s degree is required for this position, with no prior experience necessary. However, an equivalent combination of education and relevant experience may also be considered. Candidates should have a solid foundation in IT technologies and a willingness to learn and adapt to new tools and systems as needed.

Experience:
While no prior experience is required for this entry-level position, candidates should demonstrate a strong understanding of IT concepts and a willingness to engage in continuous learning. Experience in user support, IT service management, or related fields will be advantageous but is not mandatory.

Languages:
Fluency in English is required for this position, as it is the primary language of communication within the World Bank Group. Proficiency in French is preferred, as it will enhance the ability to support a diverse range of staff and stakeholders in the region.

Additional Notes:
This position is a temporary role with a term duration of one year, and it is classified under local recruitment. Preference will be given to local talent who are authorized to work in Cameroon. The World Bank Group is committed to diversity and inclusion, and it does not discriminate based on gender, gender identity, religion, race, ethnicity, sexual orientation, or disability. The organization offers a supportive work environment and values the contributions of all employees.