E T Temporary (Junior Service Delivery Analyst)

Job #

req39382

Organization

World Bank

Sector

Information Technology

Grade

ET4

Term Duration

1 year 0 months

Recruitment Type

Local Recruitment

Location

Vienna,Austria

Required Language(s)

English

Preferred Language(s)

Closing Date

11/26/2026 (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

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

• Sense of urgency: Anticipate and quickly respond to the needs of internal and external stakeholders.
• Thoughtful risk-taking: Challenge the status quo and push boundaries to achieve greater impact.
• 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.