Junior Service Delivery Analyst

Junior Service Delivery Analyst

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

About the Team

The Digital Workplace Tech Solutions team enables staff across the institution to work productively, securely, and seamlessly by delivering integrated digital workplace products and services. The team partners closely with platform owners, engineering, IT Operations, and business stakeholders to support mobility, hybrid work, and user-centered technology experiences.

Role Overview

The Junior Service Delivery Analyst supports IT service delivery activities that enable reliable access to technologies and systems. Under close supervision, the selected candidate will follow established procedures, contribute to maintaining service quality and user satisfaction, and foster collaboration within and across teams. This is a developing professional role where work is routine, requiring the application of basic theoretical concepts and techniques, with problems typically solved through standard procedures.

The Junior Service Delivery Analyst will provide ongoing support for all staff in Honiara, Solomon Islands 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 Honiara, Solomon Islands, and reports to the Regional IT Lead/Team Coach for EAP-South.

Duties and Accountabilities

Experience Support Operations: Provide routine technical support by following established procedures to ensure reliable access to workplace technologies. Log, track, and escalate issues in accordance with defined service management processes.

Service Improvements and Innovation: Support service improvements by documenting common issues and adhering to standard workflows. Assist with minor service enhancements under supervision to improve operational efficiency.

SAFe and Agile Ways of Working: Work within Agile and SAFe-aligned ways of working by following defined processes and team practices. Complete assigned tasks from work queues or backlogs and participate in Agile ceremonies under supervision.

Collaboration and Partnership: Collaborate with team members to support service delivery activities. Communicate clearly and escalate issues as required to ensure timely resolution.

Team Development: Build skills through active learning and knowledge sharing. Apply feedback to improve individual performance and contribute to service consistency across the team.

Selection Criteria

Attention : "Preference will be given to local talent, that is, applicants that are authorized to work in the duty station for any employer. Internal applicants may apply per existing guidelines."

• High school diploma with 10 years of experience or equivalent combination of education and experience.

• Demonstrated knowledge and proficiency 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 Technical troubleshooting across desktops, laptops, and network printers.
  o Audio-visual (AV) systems, video conferencing, and event support.
  o Asset management, including inventory tracking and disposal.
  o Strong communication and interpersonal (soft) skills.

• Working knowledge and familiarity with:

  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 concepts, including user-level familiarity with 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 core competencies, including:

  o Strong analytical reasoning and problem-solving skills.
  o Effective collaboration and teamwork.
  o Persuasive communication and stakeholder engagement.
  o Digital fluency and continuous learning mindset.
  o Ability to manage issue resolution and escalation appropriately.
  o Accountability, adaptability, and versatility in dynamic environments.
  o Ability to work effectively under supervision and apply feedback constructively.

WBG Core Competencies: Lead and Innovate; Deliver Results for Clients; Collaborate within Teams and Across Boundaries; Create, Apply and Share Knowledge; Make Smart Decisions.

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.