IT Service Delivery Analyst, Tech Solutions

Do you want to build a career that is truly worthwhile? Working at the World Bank Group provides a unique opportunity for you to help our clients solve their greatest development challenges. The World Bank Group is one of the largest sources of funding and knowledge for developing countries; a unique global partnership of five institutions dedicated to ending extreme poverty, increasing shared prosperity and promoting sustainable development. With 189 member countries and more than 130 offices worldwide, we work with public and private sector partners, investing in groundbreaking projects and using data, research, and technology to develop solutions to the most urgent global challenges. For more information, visit www.worldbank.org 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 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. ITSR1 Unit: The IT Regional Tech Solutions 1 unit (ITSR1) is primarily tasked with ensuring cohesive delivery of regional IT programs and IT Support initiatives in Central Asia/Caucuses/Russia, South Asia, and East Asia, 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. The IT Service Delivery Analyst will provide ongoing support for all Tashkent, Uzbekistan World Bank Group Office staff as well as visiting staff and missions from HQ or other Country Offices . S/he will manage the full range of information technologies for the office, which include, but not limited to addressing desktop support, conferencing support, remote access and network support, issues concerning the maintenance and implementation of IT standards, knowledge sharing, asset inventory, maintaining local vendor relations and understanding contracts/Service Level Agreements (SLA), as well as providing local office training. This position is based in Tashkent, Uzbekistan, and reports to the Associate Senior Service Delivery Officer for CACR/SAR. Role Overview The Service Delivery Analyst executes IT service delivery activities that enable reliable access to technologies and systems. Established Individual Contributor: Acts as an established and productive individual contributor. Complexity of Work: Work is varied, requiring evaluation, original thinking, and various written outputs, with some accountability for results. Analysis: Conducts research and analysis on difficult, but well-defined tasks; articulates issues and recommends solutions. This role ensures service quality and user satisfaction by handling service requests, troubleshooting issues, and escalating complex problems as needed. With guidance, the Service Delivery Analyst contributes to implementing established procedures and fosters collaboration within and across teams. The role also champions consistency in service delivery by supporting knowledge sharing and driving small improvements that enhance efficiency and reliability. Key Responsibilities 1. Provide IT Support to staff in Country Office based on established SLA/XLAs in ServiceNow platform including troubleshooting issues, service fulfillment, supporting video conferencing and events, planning and supporting VIP visits. 2.Assesses more complex, non-routine problems in his/ her area of specialization including those escalated by others. 3. Daily asset transactions, reconciliation and disposal as per WBG policies 4. Provide training on IT products when required for end users 5. Providing support to roll out new software/hardware and other project when required 6. Use Change Management practices while engaging with end users on projects and initiatives 7. Support in the maintenance of network infrastructure in office, including (but not limited to) servers, network infrastructure, communication technology and conferencing equipment/meeting rooms 8. Under guidance participate and support BCP/ITDR programs 9. Collaborate with the products teams like Technology Adoption, Infrastructure and VC, Device and Deployment and other ITS teams 10. Under supervision engage with vendors for IT Procurement and for ongoing contracts as per WBG policies 11. Excellent communications skills: the ability to listen and then clearly describe the problem and proposed solution 12. Excellent written and spoken communication skills in English 13. Proven ability to work alone and in a team environment 14. Analyzes information related to business partnership, identifying, and reporting on trends, anomalies, etc. Identify opportunities for improvements and escalate to management. 15. Takes decisions for most routine cases with update to Team Coach. 16. Recommend topics and provide necessary IT training sessions to WBG staff; offer agile solutions to meet WBG staff’s evolving needs; help to increase awareness of WBG staff about available ITS tools and products. 17. Administer WBG information security standards; adhere to Institutional and ITS policies, directives, and procedures; consistently enforce WBG technology standards; ensure that the integrity and security of WBG Systems are not compromised from within or outside the corporation.