E T Temporary - Junior Service Delivery Analyst

Job #: req38440

Organization: World Bank

Sector: Information Technology

Grade: ET4

Term Duration: 1 year 0 months

Recruitment Type: Local Recruitment

Location: Saudi Arabia

Required Language(s): Arabic; English

Preferred Language(s):

Closing Date: 10/8/2026 (MM/DD/YYYY) at 11:59pm UTC

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
2. Network and Infrastructure Support
3. IT Asset and Inventory Management
4. IT Security and Compliance
5. Service Management and Reporting
6. Project and Change Support

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
2. Service Level Agreements (SLAs)
3. Communication and Escalation
4. Continuous Improvement

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."

Education: Master's or 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.

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 experience providing onsite end-user support in a corporate or institutional office environment.
• Proven experience with Microsoft 365 support, including Exchange Online, Teams, SharePoint, and Azure Active Directory/Entra ID.
• Hands-on experience with IT asset management and ITSM ticketing platforms (e.g., ServiceNow, Jira Service Management, Remedy, or equivalent).
• Experience supporting Windows 11 environments and iOS/macOS devices.
• Familiarity with network troubleshooting, including TCP/IP, DNS, DHCP, VPN, and Wi-Fi technologies

Desirable Qualifications and Experience:

• Experience working in Saudi Arabia or the broader MENA region, with an understanding of local IT regulatory requirements and business practices.
• Experience with PowerBI, Power Apps, Power Automate or similar platforms for automation and data visualization is a plus
• Experience in AI and automating business solutions with strong business analysis skills
• Experience with video conferencing and audio-visual systems (e.g., Cisco Webex, Zoom Rooms, Microsoft Teams Rooms).
• Familiarity with cybersecurity frameworks and endpoint security tools (e.g., Microsoft Defender, CrowdStrike, or equivalent).
• Experience supporting enterprise resource planning (ERP) or financial management systems.
• Experience in Agile and ADO
• Prior experience in an international organization, UN agency, development bank, or NGO setting.

Professional Certifications (preferred):

• CompTIA A+ (Hardware and Software Support)
• PL-300 - Power BI Data Analyst Associate
• ITIL Foundation v4

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 required to facilitate communication with local staff, vendors, and service providers in Saudi Arabia.

Personal Competencies:

• Customer Service Orientation: Demonstrated commitment to delivering a positive user experience and resolving issues with empathy and professionalism.
• Problem-Solving: Strong analytical and diagnostic skills with the ability to troubleshoot complex technical issues independently.
• Communication: Ability to explain technical concepts clearly to non-technical users at all levels of the organization.
• Organization and Time Management: Ability to manage multiple concurrent tasks and priorities effectively in a fast-paced environment.
• Integrity and Discretion: High standards of professional ethics and the ability to handle sensitive organizational information with confidentiality.
• Adaptability: Flexibility to respond to changing priorities, urgent requests, and evolving technology requirements.
• Team Collaboration: Ability to work effectively as part of a distributed, multicultural IT team across different time zones

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.