IT Service Delivery Analyst, Tech Solutions

IT Service Delivery Analyst, Tech Solutions

Description

Do you want to build a career that is truly worthwhile? Working at the World Bank Group provides a unique opportunity for you to help our clients solve their greatest development challenges. The World Bank Group is one of the largest sources of funding and knowledge for developing countries; a unique global partnership of five institutions dedicated to ending extreme poverty, increasing shared prosperity and promoting sustainable development. With 189 member countries and more than 130 offices worldwide, we work with public and private sector partners, investing in groundbreaking projects and using data, research, and technology to develop solutions to the most urgent global challenges. For more information, visit www.worldbank.org

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

Information and Technology Solutions (ITS) enables the WBG to achieve its mission of ending extreme poverty and promote shared prosperity in a sustainable way by delivering transformative information and technologies to its staff working in over 150 locations.

ITSR1 Unit: The IT Regional Tech Solutions 1 unit (ITSR1) is primarily tasked with ensuring cohesive delivery of regional IT programs and IT Support initiatives in Central Asia/Caucuses/Russia, South Asia, and East Asia, 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.

The IT Service Delivery Analyst will provide ongoing support for all Tashkent, Uzbekistan World Bank Group Office staff  as well as visiting staff and missions from HQ or other Country Offices . S/he will manage the full range of information technologies for the office, which include, but not limited to addressing desktop support, conferencing support, remote access and network support, issues concerning the maintenance and implementation of IT standards, knowledge sharing, asset inventory, maintaining local vendor relations and understanding contracts/Service Level Agreements (SLA), as well as providing local office training. 
This position is based in Tashkent, Uzbekistan, and reports to the Associate Senior Service Delivery Officer for CACR/SAR.

Role Overview

The Service Delivery Analyst executes IT service delivery activities that enable reliable access to technologies and systems. Established Individual Contributor: Acts as an established and productive individual contributor. Complexity of Work: Work is varied, requiring evaluation, original thinking, and various written outputs, with some accountability for results. Analysis: Conducts research and analysis on difficult, but well-defined tasks; articulates issues and recommends solutions. This role ensures service quality and user satisfaction by handling service requests, troubleshooting issues, and escalating complex problems as needed. With guidance, the Service Delivery Analyst contributes to implementing established procedures and fosters collaboration within and across teams. The role also champions consistency in service delivery by supporting knowledge sharing and driving small improvements that enhance efficiency and reliability.

Key Responsibilities 

1. Provide IT Support to staff in Country Office based on established SLA/XLAs in ServiceNow platform including troubleshooting issues, service fulfillment, supporting video conferencing and events, planning and supporting VIP visits.

2.Assesses more complex, non-routine problems in his/ her area of specialization including those escalated by others. 

3. Daily asset transactions, reconciliation and disposal as per WBG policies

4. Provide training on IT products when required for end users

5. Providing support to roll out new software/hardware and other project when required

6. Use Change Management practices while engaging with end users on projects and initiatives

7. Support in the maintenance of network infrastructure in office, including (but not limited to) servers, network infrastructure, communication technology and conferencing equipment/meeting rooms

8. Under guidance participate and support BCP/ITDR programs

9. Collaborate with the products teams like Technology Adoption, Infrastructure and VC, Device and Deployment and other ITS teams

10. Under supervision engage with vendors for IT Procurement and for ongoing contracts as per WBG policies

11. Excellent communications skills: the ability to listen and then clearly describe the problem and proposed solution

12. Excellent written and spoken communication skills in English 

13. Proven ability to work alone and in a team environment

14. Analyzes information related to business partnership, identifying, and reporting on trends, anomalies, etc. Identify opportunities for improvements and escalate to management.

15. Takes decisions for most routine cases with update to Team Coach.

16. Recommend topics and provide necessary IT training sessions to WBG staff; offer agile solutions to meet WBG staff’s evolving needs; help to increase awareness of WBG staff about available ITS tools and products.

17. Administer WBG information security standards; adhere to Institutional and ITS policies, directives, and procedures; consistently enforce WBG technology standards; ensure that the integrity and security of WBG Systems are not compromised from within or outside the corporation.

Selection Criteria

• 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.

• Demonstrated advanced knowledge and experience in:

  o Windows 11 operating systems.
  o Apple products, including iPhone, iPad, and related ecosystems.
  o Microsoft M365 suite.
  o Collaboration tools such as MS Teams, Zoom, and Webex.
  o Hardware support, including desktops, laptops, and network printers.
  o Audio-visual (AV) systems, video conferencing, and event support.
  o Asset management, including inventory tracking and disposal processes.
  o Strong communication and interpersonal (soft) skills.

• Demonstrated intermediate knowledge and experience in:
  
  o Network infrastructure, including Windows Server, Cisco Wi-Fi access points, Cisco video conferencing equipment, LAN, cabling, rack UPS systems, ISP connectivity, and MPLS links.
  o AI tools and platforms, with power-user proficiency in tools such as Copilot, ChatGPT, Gemini, and Claude.
  o Agile methodologies, including Scrum and Kanban frameworks.
  o IT service management practices, including ITIL Incident Management and Service Fulfillment.
  o Azure DevOps (user-level proficiency).
  o ServiceNow (user-level proficiency).

• Demonstrated behavioral competencies, including:

  o Sense of urgency and responsiveness.
  o Thoughtful risk-taking and decision-making.
  o Empowerment and accountability.
  o Strong analytical reasoning skills.
  o Persuasive and effective communication.
  o Ability to deliver high-quality user support under pressure with professionalism and accuracy.

• Proven ability to collaborate effectively across teams, manage competing priorities, and adapt to dynamic work environments.

Preferred Certifications

• ITIL V4 Foundation
• SAFe Agilist (SA) or SAFe Practitioner (SP)
• CompTIA A+
• Microsoft certifications relevant to the role

WBG Culture Attributes:

1. Sense of urgency: Anticipate and quickly respond to the needs of internal and external stakeholders.
2. Thoughtful risk-taking: Challenge the status quo and push boundaries to achieve greater impact.
3. Empowerment and accountability: Empower yourself and others to act and hold each other accountable for results.

World Bank Group Core Competencies

The World Bank Group offers comprehensive benefits, including a retirement plan; medical, life and disability insurance; and paid leave, including parental leave, as well as reasonable accommodations for individuals with disabilities.

We are proud to be an equal opportunity and inclusive employer with a dedicated and committed workforce, and do not discriminate based on gender, gender identity, religion, race, ethnicity, sexual orientation, or disability.

Learn more about working at the World Bank and IFC including our values and inspiring stories.