E T Temporary (Junior Service Delivery Analyst)

Job Posting Organization:
The World Bank is a vital source of financial and technical assistance to developing countries around the world. Established in 1944, it aims to reduce poverty and support development by providing loans, grants, and expertise. The organization operates in over 145 countries and has more than 182 offices globally, employing a diverse workforce dedicated to addressing pressing global challenges. The World Bank Group (WBG) is committed to fostering partnerships with governments, the private sector, and other stakeholders to create sustainable solutions that improve lives and promote economic growth.

Job Overview:
The Junior Service Delivery Analyst position at the World Bank is designed to support the Information Technology Solutions (ITS) Vice Presidential Unit in achieving its mission of ending extreme poverty and boosting shared prosperity. This role is critical in providing IT support and driving digital transformation initiatives within the Gulf Cooperation Council (GCC) region. The analyst will be responsible for delivering high-quality IT support to the Kuwait office while also enhancing the digital capabilities of the GCC Operations teams. The position is structured to balance traditional IT support functions with innovative digital solutions, ensuring that the staff is equipped with the necessary tools to improve operational efficiency and effectiveness. The role requires a proactive approach to leveraging modern technologies, such as Power BI and Power Automate, to streamline processes and enhance user experience across multiple locations.

Duties and Responsibilities:
The Junior Service Delivery Analyst will perform a variety of duties, including but not limited to: providing end-user technical support for IT-related incidents and service requests; diagnosing and resolving hardware and software issues; configuring workstations and user accounts; managing IT asset inventory; supporting network infrastructure; ensuring compliance with IT security" style="border-bottom: 1px dotted #007bff !important;">security-policies" style="border-bottom: 1px dotted #007bff !important;">security policies; and maintaining accurate documentation of IT incidents. Additionally, the analyst will partner with GCC Operations teams to design and maintain interactive dashboards, automate workflows, and build digital dexterity among staff through training and capacity-building initiatives. The role also involves monitoring and maintaining local network infrastructure, overseeing IT asset lifecycle management, and coordinating with external vendors and internal stakeholders to ensure seamless IT service delivery.

Required Qualifications:
Candidates must possess a Bachelor's degree in Information Technology, Computer Science, Information Systems, or a closely related field. Equivalent professional experience may be considered in lieu of a formal degree. Professional certifications such as CompTIA A+, Microsoft Power Platform certifications, and ITIL Foundation certification are preferred. A minimum of two years of progressive experience in an IT support or service delivery role is required, ideally within a multinational organization or international development institution. Candidates should demonstrate hands-on experience with Power BI, Power Automate, and Microsoft 365 administration, as well as familiarity with ITSM ticketing platforms and network troubleshooting.

Educational Background:
The educational background required for this position includes a Bachelor's degree in a relevant field such as Information Technology or Computer Science. Candidates with a Master's degree or additional certifications may be considered, especially if they are fresh graduates. The role emphasizes the importance of both formal education and practical experience in IT support and service delivery.

Experience:
The position requires a minimum of two years of relevant experience in IT support, helpdesk, or service delivery roles. Candidates with experience in multinational organizations or international development institutions are preferred. Fresh graduates with advanced degrees or relevant certifications may also be considered. Experience in building dashboards and reports in Power BI, developing automated workflows using Power Automate, and providing remote IT support across multiple locations is essential.

Languages:
Proficiency in English (both written and spoken) is mandatory for effective communication with international staff and for producing professional documentation. Proficiency in Arabic is highly desirable to facilitate communication with local staff and vendors in Kuwait and the broader GCC region.

Additional Notes:
This position is classified as an Extended Term Temporary (ETT) role with a duration of one year. The recruitment is local, meaning preference will be given to applicants authorized to work in Kuwait. The role is full-time and involves responsibilities that require both onsite support in Kuwait and remote assistance to other GCC locations. The World Bank Group is committed to diversity and inclusion in its workforce and encourages applications from all qualified individuals.