Junior Service Delivery Analyst, Tech Solutions

Junior Service Delivery Analyst, Tech Solutions

Job #: req36016 Organization: World Bank Sector: Information Technology Grade: GD Term Duration: 3 years 0 months Recruitment Type: Local Recruitment Location: Dar Es Salaam,Tanzania Required Language(s): English Preferred Language(s): Closing Date: 3/31/2026 (MM/DD/YYYY) at 11:59pm UTC

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

Innovation and partnership bond the five institutions of the World Bank Group (WBG): The International Bank for Reconstruction and Development (IBRD) and the International Development Association (IDA), which together form the World Bank; the International Finance Corporation (IFC); the Multilateral Investment Guarantee Agency (MIGA); and the International Centre for Settlement of Investment Disputes (ICSID). The World Bank Group is one of the world's largest sources of funding and knowledge for developing countries. It uses financial resources and extensive experience to help our client countries to reduce poverty, increase economic growth, and improve quality of life. To ensure that countries can access the best global expertise and help generate cutting-edge knowledge, the World Bank Group is constantly seeking to improve the way it works. Key priorities include delivering measurable results, promoting openness and transparency in development, and improving access to development information and data.

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.

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 (MENAAP), 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 Senior IT Assistant will provide ongoing support for all Dar es Salaam 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 Dar es Salaam, Tanzania, and reports to the Regional IT Team Coach for Southern Africa.

Roles & Responsibilities:

• Works directly with customers to probe and ask effective questions to fully diagnose both the root cause of a problem and the customer’s comfort level with technology.

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

• Serves as first/ second point of contact called upon to resolve customer problems. Identifies and engages the resources necessary to fully evaluate and address the situation, following up to ensure effective resolution.

• Conducts complete diagnostics of most business technology problems, including those involving multiple systems, WBG staff, platforms, and technologies.

• Supports and maintains the end-user environment. This includes configuring new hardware, reviewing, and addressing virus alerts, installing, and troubleshooting software including patches, performing tests, and monitoring the environment (especially during peak periods) to anticipate support needs.

• Participates in facilities work and vendor management, as part of CO administrative teams. Participate in security and business continuity activities. Supports installation, maintenance, upgrades to local networks and communications infrastructure.

• Disseminates information on common problems and issues to WBG staff.

• Tracks trending of issues and proactively escalates to Supervisor/ Service Providers

• Applies Technical Knowledge under limited guidance/ direction.

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

• 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.

• Evaluate and pilot test new products and services, both hardware and software.

• Attend training sessions and maintain a working knowledge of the IT trends in the business relevant to supporting the WBG staff, monitor technology trends and developments.

• 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.

• Support Technology Adoption of IT technologies including trainings and desk side coaching.

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.”

• Bachelor’s degree with no experience required or equivalent combination of education and relevant experience.

Preferred certifications: ITIL Foundation, Scrum, Azure DevOps, Power Bi/Power App/Power Automate

• Good Knowledge of IT Technologies: Windows Platform, Microsoft Office, MFD, Servers, Smartphones etc.

• Strong user support skills and the ability to work under pressure with accuracy and professionalism.

• Understanding of Microsoft Active Directory, DNS service and other networking methods and technologies.

• Strong knowledge of IT Service Management and experience of ITIL best practices

• Strong knowledge of Agile, Scrum, Azure DevOps, Power BI.

• Strong customer service skills and client orientation.

• Skilled/ Experienced in working in Agile teams using Scrum/Scale agile framework and update the product backlog in Azure Dev Ops & Service Now

• Demonstrated ability to configure teams, boards, analytics and queries in Azure DevOps

• Demonstrated ability to create dashboards in Power BI and design workflow using PowerApps/PowerAutomate

• Proficiency in the recent Microsoft Windows applications.

• Good knowledge of M365 applications including Co-Pilot/ AI.

• Knowledge of Network communication technologies and other WAN/LAN products.

• Good knowledge and experience of setting up and supporting Videoconference Facilities.

• Comfortably using remote access technologies and remote troubleshooting.

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

• General knowledge of the mission and business requirements of the World Bank Group.

• Proven ability to work independently as well as in a team environment.

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.