E T Temporary (Junior Service Delivery Analyst)

E T Temporary (Junior Service Delivery Analyst)

Job #: req38599

Organization: World Bank

Sector: Information Technology

Grade: ET4

Term Duration: 1 year 0 months

Recruitment Type: Local Recruitment

Location: Kuwait

Required Language(s): Arabic; English

Preferred Language(s):

Closing Date: 10/22/2026 (MM/DD/YYYY) at 11:59pm UTC

Description

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).

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."

4. Qualifications

4.1 Essential Qualifications and Experience

Education:

• Bachelor's degree in Information Technology, Computer Science, Information Systems, or a closely related field. Equivalent professional experience may be considered in lieu of a formal degree.

Professional Certifications (preferred):

• CompTIA A+ (Hardware and Software Support)
• Microsoft Power Platform certification (e.g., PL-300 Power BI Data Analyst, PL-100 Power Platform App Maker, or PL-500 Power Automate RPA Developer) is strongly preferred
• ITIL Foundation v4/v5 Certification

Work Experience:

• Minimum of two (2) years of progressive experience in an IT support, helpdesk, or service delivery role, preferably within a multinational organization, international development institution, or professional services environment. Fresh graduates with Master's degree or additional certifications may be considered.
• Demonstrated hands-on experience building dashboards and reports in Power BI, including data modeling and visualization design.
• Practical experience developing automated workflows using Power Automate and/or applications using Power Apps.
• Proven experience with Microsoft 365 administration and support, including Exchange Online, Teams, SharePoint, and Azure Active Directory/Entra ID.
• Experience with ITSM ticketing platforms (e.g., ServiceNow, Jira Service Management, Remedy, or equivalent).
• Experience supporting Windows 10/11 environments and iOS/macOS devices.
• Familiarity with network troubleshooting (TCP/IP, DNS, DHCP, VPN, Wi-Fi).
• Experience providing remote IT support and/or supporting multiple office locations.

4.2 Desirable Qualifications and Experience

• Prior exposure to AI-enabled automation tools or interest in applying AI solutions to business process improvement.
• Experience supporting portfolio monitoring, deliverable tracking, or budget reporting functions, ideally within an operations or program management context.
• Experience delivering training or capacity-building sessions on digital tools to non-technical staff.
• Experience working across multiple offices or in a regional/cross-country support role.
• Experience working in Kuwait, Abu Dhabi, Oman, Qatar, or the broader GCC/MENA region, with an understanding of local business practices.
• Willingness and ability to travel periodically within the GCC sub-region.
• Prior experience in an international organization, UN agency, development bank, or NGO setting.

4.3 Language Requirements

• English: Proficiency (written and spoken) is required. The appointee must be able to communicate effectively with international staff and produce professional written reports and documentation in English.
• Arabic: Proficiency (written and spoken) is highly desirable to facilitate communication with local staff, vendors, and service providers in Saudi Arabia.

4.4 Personal Competencies

• Customer Service Orientation: Commitment to delivering a positive user experience and resolving issues professionally.
• Analytical and Data Storytelling Skills: Ability to translate business needs and raw data into clear, actionable dashboards and reports.
• Innovation and Initiative: Proactive mindset in identifying automation opportunities and championing digital adoption.
• Problem-Solving: Strong diagnostic skills across both technical IT issues and business process inefficiencies.
• Communication: Ability to explain technical and digital concepts clearly to non-technical business stakeholders.
• Organization and Time Management: Ability to balance and prioritize dual responsibilities (IT support and digital transformation) effectively.
• Adaptability: Flexibility to support multiple offices, travel as required, and respond to evolving business and technology needs.
• Team Collaboration: Ability to work effectively with distributed, multicultural teams across the GCC sub-region and with global IT counterparts.

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

As per WBG policy, an Extended Term (ET) appointment is subject to a lifetime maximum of three (3) years. Former and current ET staff who have completed or are in the process of completing their third-year ET appointment are not eligible for future ET appointments.

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.