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E T Temporary - Junior Service Delivery Analyst
IT
Posted on Sep 25, 2026
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 WBG: 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 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. Regional Hub Office in Riyadh, Saudi Arabia: The World Bank Group in Riyadh serves as a regional operational center supporting a broad portfolio of development programs, administrative functions, and stakeholder engagement activities across the Middle East and North Africa (MENA) region. The office hosts a diverse team of professional staff, consultants, and visiting personnel who rely on a robust, secure, and continuously available information technology environment to carry out their day-to-day responsibilities. As the office's operational footprint and headcount continue to grow, the demand for responsive, high-quality onsite IT support has increased significantly. The existing IT infrastructure encompasses end-user computing devices, network connectivity systems, collaboration and productivity platforms, video conferencing facilities, enterprise applications, and cloud-based services. Ensuring the seamless functioning of these systems is critical to maintaining staff productivity, safeguarding organizational data, and upholding service delivery standards expected of a regional hub office. To address this need, the World Bank Group seeks to appoint a qualified individual under an Extended Term Temporary (ETT) appointment to serve as a Junior Service Delivery Analyst , providing dedicated onsite IT support at the Riyadh Hub Office. The appointee will function as the primary point of contact for all technology-related issues affecting office staff and will work in close coordination with the regional IT team, global helpdesk, and relevant vendors to ensure timely resolution of incidents and continuous improvement of IT service quality. Objectives: The primary objectives of this appointment are to: Ensure Operational Continuity — Provide reliable, responsive, and professional onsite IT support to all staff and visitors at the Riyadh Hub Office, minimizing downtime and disruption to business operations. Enhance User Experience — Deliver a high standard of end-user support that improves staff confidence in IT systems and reduces recurring technical issues through proactive problem management. Maintain IT Asset Integrity — Oversee the lifecycle management of IT hardware and software assets, ensuring accurate inventory records and compliance with organizational procurement and licensing policies. Support Infrastructure Stability — Assist in the monitoring, maintenance, and troubleshooting of local network infrastructure, server room equipment, and communication systems to sustain a stable and secure IT environment. Facilitate Technology Adoption — Support the onboarding of new staff and the rollout of new technologies, tools, and platforms by providing training, guidance, and documentation. Ensure Security Compliance — Uphold organizational IT security policies and standards, including endpoint protection, access management, and data handling protocols, in alignment with global cybersecurity frameworks. Strengthen Vendor and Stakeholder Coordination — Liaise effectively with external vendors, internet service providers, and internal IT teams to coordinate service requests, escalations, and infrastructure upgrades. Scope of Work: The Junior Service Delivery Analyst shall perform the following activities throughout the duration of the appointment: 1. End-User Technical Support Serve as the first point of contact for all IT-related incidents, service requests, and queries submitted by Riyadh Hub Office staff, either in person, via telephone, or through the organizational ticketing system. Diagnose, troubleshoot, and resolve hardware and software issues affecting desktops, laptops, tablets, mobile devices, printers, scanners, and other peripherals. Provide support for standard productivity and collaboration tools including but not limited to Microsoft 365 (Outlook, Teams, SharePoint, OneDrive, Word, Excel, PowerPoint), Zoom, and other enterprise applications in use. Configure and set up workstations, user accounts, email profiles, and access credentials for new staff members in accordance with onboarding procedures. Manage user account administration tasks including access provisioning and deprovisioning, and multi-factor authentication (MFA) enrollment. Provide support for remote access solutions including VPN configuration, remote desktop tools, and secure connectivity for hybrid working staff. 2. Network and Infrastructure Support Monitor and maintain the local area network (LAN), wireless network (Wi-Fi), and internet connectivity within the Riyadh Hub Office, escalating issues to the regional network team as required. Perform basic configuration and troubleshooting of network switches, routers, wireless access points, and firewall appliances under the guidance of the regional IT infrastructure team. Maintain the server room and IT equipment room, ensuring proper cable management, equipment labeling, environmental controls (temperature, humidity), and physical security. Support the management of local servers, backup systems, and UPS (Uninterruptible Power Supply) units, including routine checks and coordination of maintenance activities. Assist in the setup and maintenance of video conferencing systems, audio-visual equipment, and meeting room technology to support high-quality virtual and in-person meetings. 3. IT Asset and Inventory Management Maintain a comprehensive and up-to-date IT asset register for all hardware and software assets assigned to the Riyadh Hub Office, 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. 4. IT Security and Compliance: Enforce endpoint security standards including antivirus/anti-malware software deployment, operating system patch management, and software update compliance across all managed devices. Monitor and respond to security alerts on end-user devices, escalating potential incidents to the regional cybersecurity team in a timely manner. Ensure all IT activities comply with organizational data protection policies, local Saudi Arabian data regulations, and applicable international standards. 5. 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 up-to-date technical documentation including network diagrams, configuration records, standard operating procedures (SOPs), and user guides relevant to the Riyadh Hub Office environment. Participate in regional IT team meetings, service review calls, and project planning sessions as required. 6. 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 (COITDR) activities including periodic testing of backup and recovery procedures. Responsibilities: Deliver all services described in the Scope of Work to a professional standard and in accordance with organizational policies and procedures. Maintain regular and punctual onsite presence at the Riyadh Hub Office as required by the appointment. Adhere to all organizational IT security, data protection, and code of conduct policies, as well as the Staff Rules and Principles of Staff Employment applicable to World Bank Group staff. Proactively communicate issues, risks, and escalations to the supervising Service Delivery Lead in a timely manner. Maintain accurate and complete records of all work performed through the ITSM platform and other designated documentation systems. Participate constructively in team meetings, performance reviews, and training activities. Continuously develop technical knowledge and skills relevant to the role, including staying current with organizational technology standards and industry best practices. Treat all organizational data, systems, and information with strict confidentiality. Methodology: The Junior Service Delivery Analyst shall adopt a structured, service management-oriented approach to delivering IT support, guided by the following principles and methodologies: 1. IT Service Management Framework: All support activities shall be conducted in alignment with ITIL (Information Technology Infrastructure Library) best practices, particularly in the areas of: Incident Management — Structured logging, categorization, prioritization, and resolution of IT incidents within defined SLA timeframes. Service Request Fulfillment — Efficient processing of standard service requests through defined workflows and approval processes. Knowledge Management — Active contribution to the organizational knowledge base to enable self-service and improve first-contact resolution rates. 2. Service Level Agreements (SLAs): The appointee shall manage all incidents and service requests in accordance with the organization's SLA targets. 3. Communication and Escalation: The appointee shall maintain clear and professional communication with end users throughout the lifecycle of their IT requests, providing regular status updates and managing expectations effectively. A defined escalation matrix shall be established during the onboarding phase, identifying the appropriate contacts within the regional IT team, global helpdesk, and key vendors for different categories of escalation. Critical incidents shall be communicated immediately to the Service Delivery Lead and relevant stakeholders, with a structured incident report provided within 24 hours of resolution. 4. Continuous Improvement: The appointee shall proactively identify opportunities to improve IT service quality, reduce recurring issues, and enhance the user experience, presenting recommendations through the monthly reporting cycle. Trend analysis of ticket data shall be used to identify systemic issues and prioritize preventive maintenance and user training activities.