E T Temporary (Junior Service Delivery Analyst)

At the World Bank, a member of the World Bank Group (WBG), you’ll join a diverse, global community working across cultures, disciplines, and borders to address the world’s most pressing development challenges. With 1.2 billion young people reaching working age in the decade ahead, the challenge of job creation has never been greater. Through partnerships across 145 countries and more than 182 offices worldwide, we work with governments, private sector, development partners and other stakeholders to invest in people, strengthen markets, and deliver scalable, data-driven solutions that generate more and better jobs and improve lives. For more information, visit https://www.worldbank.org/en/who-we-are/ibrd ITS Vice Presidency Context The Information and Technology Solutions (ITS) Vice Presidential Unit (VPU) enables the World Bank Group to achieve its mission of ending extreme poverty and boost shared prosperity on a livable planet by delivering transformative information and technologies to its staff working in over 150+ locations. For more information on ITS, see this video: https://www.youtube.com/watch?reload=9 v=VTFGffa1Y7w Our vision is to transform how the Bank Group accomplishes its mission through information and technology. In this fast-paced, ever-changing world, the formulation and implementation of the ITS strategy is an ongoing, iterative process of learning and adaptation developed through extensive consultations with business partners throughout the World Bank Group. ITS shapes its strategy in response to changing business priorities and leverages new technologies to achieve three high-level business outcomes: business enablement, by providing World Bank Group units with innovative digital tools and technologies to transform how they deliver value for their end-users; empowerment effectiveness, by ensuring that all World Bank Group staff are connected, able to find information, and productive to accelerate the delivery of development solutions globally; and resilience, by equipping the World Bank Group to provide risk-based cybersecurity and robust data protection for a global network and a growing cloud platform. Implementation of the strategy is guided by three core principles. The first is to deliver solutions for business partners that are customer-centric, innovative, and transformative. The second is to provide the World Bank Group with value for money with selective and standard technologies. The third principle is to excel at the basics by providing a high performing, robust, and resilient IT environment for the organization. ITSR2: The IT Regional Tech Solutions 2 (ITSR2) is primarily tasked with ensuring cohesive delivery of regional IT programs and IT Support initiatives across Africa (AFE AFW), Europe, and the Middle East, North Africa, Afghanistan, Pakistan Türkiye (MENAAP-Türkiye), as well as aligning existing support channels with business needs. In achieving its objectives and providing the best possible IT customer experience, Technology Solutions Team directs and partners with other ITS teams/ Service-Desks, Training and Outreach, as well as cross-functional teams delivering products and solutions. Kuwait Country Office: While the World Bank Group (WBG) Kuwait office is a relatively small footprint, it is strategically positioned to anchor cross-regional IT and digital operations. The World Bank Group's presence in the GCC region is growing quickly, with the combined staff complement across the Abu Dhabi, Oman and Qatar offices expected to reach 30 staff by the next fiscal year. At the same time, the Riyadh Regional Hub continues to scale its operations, creating a need for coordinated backup support across the sub-region. Given this growth trajectory and to meet these dynamic needs, the WBG seeks to appoint an Extended Term Temporary (ETT) to serve as Junior Service Delivery Analyst professional. Beyond conventional troubleshooting and helpdesk support, this role carries a distinct and strategically important second mandate: to act as a digital enabler for GCC Bank Operations teams, directly supporting them with advanced data reporting, interactive dashboards, and workflow automation to improve portfolio monitoring, deliverable tracking, and budget management. The ETT is expected to proactively leverage modern tools — including Power BI, Power Apps, Power Automate, and AI-driven solutions — to streamline business processes and elevate the overall digital dexterity of GCC country office staff. Accordingly, this position is structured as a dual-mandate role, with responsibilities divided approximately 50% toward core IT/user support (across Kuwait, with remote/mission-travel support to Abu Dhabi, Qatar, Oman and backup coverage for Riyadh, when needed) and 50% toward digital transformation and business operations improvement for the GCC Operations teams. 2. Objectives The primary objectives of this appointment are to: 1. Ensure Cross-Regional Operational Continuity — Provide reliable, responsive onsite IT support to the Kuwait office, complemented by remote support and periodic mission travel to Abu Dhabi, Oman and Qatar, and backup coverage for the Riyadh Regional Hub, ensuring continuity of IT services across the GCC sub-region. 2. Enhance User Experience Across GCC Offices — Deliver a high standard of end-user support that improves staff confidence in IT systems and reduces recurring technical issues across all supported locations. 3. Drive Digital Transformation of Business Operations — Partner directly with GCC Operations teams to design and deliver dashboards, automated reports, and digital tools that improve portfolio monitoring, deliverable tracking, and budget management. 4. Build Digital Dexterity Across GCC Staff — Proactively build the capacity of GCC country office staff to use modern productivity and automation tools (Power BI, Power Apps, Power Automate, and AI-enabled solutions) in their day-to-day work. 5. Maintain IT Asset Integrity — Oversee the lifecycle management of IT hardware and software assets across the Kuwait office, ensuring accurate inventory records and compliance with organizational procurement and licensing policies. 6. Support Infrastructure Stability — Assist in the monitoring, maintenance, and troubleshooting of local network infrastructure and communication systems in Kuwait, and provide remote diagnostic support to Oman and Qatar as needed. 7. Ensure Security Compliance — Uphold organizational IT security policies and standards, including endpoint protection, access management, and data handling protocols, across all supported offices. 8. Strengthen Vendor and Stakeholder Coordination — Liaise effectively with external vendors, internal IT teams, and GCC Bank Operations stakeholders to coordinate service requests, escalations, infrastructure needs, and digital solution requirements. 3. Scope of Work The Junior Service Delivery Analyst shall perform the following activities throughout the duration of the appointment: PART A – IT / User Support 3.1 End-User Technical Support • Serve as the first point of contact for IT-related incidents, service requests, and queries from Kuwait office staff, in person, by phone, or via the organizational ticketing system. • Diagnose, troubleshoot, and resolve hardware and software issues affecting desktops, laptops, mobile devices, printers, and other peripherals. • Provide support for Microsoft 365 (Outlook, Teams, SharePoint, OneDrive, Word, Excel, PowerPoint), Zoom, and other enterprise applications. • Configure workstations, user accounts, and access credentials for new staff members in accordance with onboarding procedures. • Manage account provisioning/deprovisioning and multi-factor authentication (MFA) enrollment. • Support VPN configuration, remote desktop tools, and secure connectivity for hybrid working staff. 3.2 Network and Infrastructure Support • Provide remote IT assistance to the Abu Dhabi, Oman and Qatar offices, troubleshooting issues and coordinating with local resources where onsite presence is not feasible. • Undertake periodic mission travel to Abu Dhabi, Oman and Qatar to conduct onsite support, infrastructure checks, and staff assistance as office headcount grows. • Serve as a designated backup resource for the Riyadh Regional Hub, providing coverage during peak periods, staff absences, or emergency escalations. • Maintain awareness of the IT environments in Abu Dhabi, Oman, Qatar, and Riyadh sufficient to provide informed remote troubleshooting and continuity support. 3.3 Network and Infrastructure Support • Monitor and maintain the LAN, Wi-Fi, and internet connectivity within the Kuwait office, escalating issues to the regional network team as required. • Maintain the IT asset register for the Kuwait office, covering hardware, software, warranty status, and disposal records. • Coordinate procurement, deployment, and lifecycle management of IT equipment for the Kuwait office. • Support video conferencing and meeting room technology used for virtual and hybrid meetings across the GCC offices. 3.4 IT Asset and Inventory Management • Maintain a comprehensive and up-to-date IT asset register for all hardware and software assets assigned to the GCC offices, including procurement dates, serial numbers, assigned users, warranty status, and disposal records. • Coordinate the procurement, receipt, configuration, and deployment of new IT equipment in accordance with organizational standards and approval workflows. • Manage the lifecycle of IT assets including refresh cycles, warranty claims, repairs, and environmentally responsible disposal of end-of-life equipment. • Ensure software license compliance by tracking installations and usage against organizational licensing agreements. 3.5 IT Security and Compliance • Enforce endpoint security standards, including antivirus/patch compliance, across Kuwait-based devices. • Monitor and escalate security alerts to the regional cybersecurity team. • Ensure IT activities comply with organizational data protection policies and applicable local regulations in Kuwait and across supported GCC locations. 3.6 Service Management and Reporting • Log, track, and manage all IT incidents and service requests through the organizational IT Service Management (ITSM) platform, ensuring accurate categorization, prioritization, and timely resolution in accordance with defined Service Level Agreements (SLAs). • Escalate complex or unresolved issues to the regional IT team or relevant vendors in a structured and timely manner, maintaining ownership of the ticket through to resolution. • Maintain technical documentation relevant to the Kuwait office and cross-regional support arrangements. • Participate in regional IT team meetings, service review calls, and project planning sessions as required. 3.7 Project and Change Support • Provide onsite support for IT projects and change initiatives affecting the Riyadh Hub Office, including infrastructure upgrades, system migrations, office relocations, and new technology deployments. • Assist in the testing and validation of new systems, applications, and configurations prior to production rollout. • Support business continuity and disaster recovery (BC/DR) activities including periodic testing of backup and recovery procedures. PART B – IT / User Support 3.8 Dashboards and Data Reporting for GCC Operations • Partner directly with GCC Operations teams to design, build, and maintain interactive dashboards (primarily using Power BI or similar tools) for portfolio monitoring, deliverable tracking, and budget oversight. • Translate business reporting needs into functional data visualizations that support management decision-making and operational oversight across GCC country programs. • Maintain and refresh dashboards on an ongoing basis, ensuring data accuracy and relevance to evolving business needs. 3.9 Workflow Automation • Design and implement automated workflows using Power Automate to reduce manual effort in recurring business processes (e.g., approval routing, status tracking, notifications, data consolidation). • Develop lightweight business applications using Power Apps to support GCC operations teams in tracking deliverables, budgets, and portfolio milestones. • Identify opportunities to apply AI-driven solutions to further streamline workflows and improve operational efficiency within the GCC unit. 3.10 Digital Dexterity and Capacity Building • Design and deliver structured learning sessions, guides, and hands-on coaching to build the digital dexterity of GCC country office staff in using Power BI, Power Apps, Power Automate, and related tools. • Develop simple, reusable templates and how-to documentation to enable GCC staff to sustain and adapt digital tools after initial deployment. • Act as a point of contact and internal champion for digital adoption initiatives within the GCC Bank Operations community. 3.11 Continuous Improvement of Business Processes • Proactively engage with GCC Operations teams to identify manual, repetitive, or inefficient processes suitable for automation or digitization. • Prioritize digital solution initiatives in coordination with the supervising Regional IT Service Delivery Lead and relevant business stakeholders. • Track and report on the impact of digital solutions delivered (e.g., time saved, error reduction, adoption rates).