Junior Service Delivery Analyst (ETT)

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 and over 130 offices worldwide, the organization is one of the largest sources of funding and knowledge for developing countries. The World Bank Group works with both public and private sector partners to invest in groundbreaking projects, utilizing data, research, and technology to address urgent global challenges. The organization emphasizes measurable results, transparency in development, and improved access to information and data.

Job Overview:
The Junior Service Delivery Analyst (ETT) position at the World Bank Group is designed to provide comprehensive IT support to the staff in the Nouakchott office, as well as visiting personnel from headquarters or other country offices. This role encompasses a wide range of responsibilities, including desktop support, conferencing support, remote access, and network support. The analyst will be responsible for maintaining IT standards, managing asset inventory, and fostering local vendor relationships. Additionally, the position involves providing training to local office staff, ensuring that they are well-equipped to utilize the available IT resources effectively. The overarching goal of this role is to enhance the IT experience for all users, thereby contributing to the World Bank Group's mission of alleviating poverty and promoting shared prosperity through effective use of technology.

Duties and Responsibilities:
The Junior Service Delivery Analyst will engage directly with customers to diagnose problems and assess their comfort level with technology. Responsibilities include resolving complex issues, conducting diagnostics on business technology problems, and maintaining the end-user environment. The analyst will configure new hardware, address virus alerts, install and troubleshoot software, and monitor the IT environment, especially during peak periods. Participation in facilities work and vendor management is also required, along with supporting installation and maintenance of local networks. The analyst will disseminate information on common issues, track trends, and escalate problems as necessary. Additionally, the role involves recommending IT training topics, evaluating new products, and ensuring adherence to WBG security" style="border-bottom: 1px dotted #007bff !important;">security" style="border-bottom: 1px dotted #007bff !important;">information security standards.

Required Qualifications:
Candidates must possess a Bachelor’s degree with no prior experience required, or an equivalent combination of education and relevant experience. A strong knowledge of IT technologies, particularly the Windows platform, Microsoft Office, and networking methods, is essential. Candidates should demonstrate strong user support skills, the ability to work under pressure, and a solid understanding of IT Service Management and ITIL best practices. Familiarity with Agile methodologies, Scrum, Azure DevOps, and Power BI is preferred. Excellent communication skills and a general understanding of the World Bank Group's mission and business requirements are also necessary.

Educational Background:
A Bachelor’s degree in a relevant field is required for this position. Candidates with equivalent combinations of education and relevant experience may also be considered. The educational background should ideally include coursework or training in information technology, computer science, or a related discipline that provides a solid foundation for the technical aspects of the role.

Experience:
While no prior experience is required for this entry-level position, candidates should demonstrate a good understanding of IT technologies and user support. Experience in working within Agile teams and familiarity with ITIL best practices will be advantageous. The ability to work independently and collaboratively in a team environment is essential, as is a willingness to learn and adapt to new technologies and processes.

Languages:
The mandatory language for this position is English. Proficiency in French is preferred, as it may enhance communication with local staff and stakeholders. Candidates should possess strong communication skills in both languages to effectively support the diverse needs of the World Bank Group's staff.

Additional Notes:
This position is a temporary role with a term duration of one year. It is classified under local recruitment, meaning that preference will be given to applicants authorized to work in Mauritania. The closing date for applications is June 9, 2026, at 11:59 PM UTC. The World Bank Group is committed to diversity and inclusion in its workforce and does not discriminate based on gender, religion, race, ethnicity, sexual orientation, or disability.