E T Temporary (Junior Service Delivery Analyst), Vienna

E T Temporary (Junior Service Delivery Analyst)

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

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.

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."

• Bachelor’s degree with no experience required or equivalent combination of education and experience.
• Advanced proficiency in technical troubleshooting.
• Skilled in automation and robotics, ITIL frameworks, network/system architecture, change management, and technical support.
• Skilled in collaboration, analytical reasoning, technology quotient, and persuasive communication.
• Awareness of Agile methodologies, AI concepts, digital fluency, and continuous improvement practices.
• Awareness of issue resolution/escalation, versatility, and accountability principles.
• Demonstrated ability to work effectively under supervision and apply feedback constructively.

Preferred certifications: ITIL Foundation; SAFe Agilist (SA) or SAFe Practitioner (SP); CompTIA A+.

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.