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

The ITSDW department is part of ITS and provides global communications capabilities, tech solutions services and products, and support for all member organizations across the World Bank Group. The services for which ITSDW is responsible are delivered by 5 different units: ITSDS (Digital Solutions), ITSR1 (Tech Solutions Region 1), ITSR2 (Tech Solutions Region 2, ITSR3 (Tech Solutions Region 3) and ITSPR (Device Provisioning & Management).

In particular, ITSR3 is the Technology Solutions unit that provides IT support services to World Bank Group staff based in the Washington, DC and Latin America and Caribbean offices.  We are seeking a Junior Service Delivery Analyst to join the dynamic ITSR3 unit under the ITSDW department. The Junior Service Delivery Analyst professional will provide advanced expertise in technology support and provide direction to more junior team members. This work is focused on enabling ITS to deliver technology solutions in a sustainable manner and achieve our mission of creating a world free of poverty on a livable planet.

Duties and responsibilities:

The Junior Service Delivery Analyst position provides ongoing technology support to all staff in the World Bank Group’s Mexico City Office, as well as staff visiting from Headquarters, other Bank institutions, and to other Country Offices.  Ensures reliable access to hardware, software, and enterprise systems for a seamless digital experience. Resolves technical issues through troubleshooting, user engagement, and timely escalation. Implements service standards and continuous improvement to maintain high-quality IT support. Participates in technology projects, monitors performance, and drives initiatives to enhance efficiency and satisfaction.  Contributes to improving technology solutions and infrastructure across the organization.

The selected candidate will manage the full range of information technology services for the office, including but not limited to:

• Local, on-site and remote computer support 
• Conferencing with different applications and VC equipment
• Remote access connectivity and mobile device and office network support
• Maintenance and implementation of IT standards
• Asset inventory management
• Vendor relations and contract/Service Level Agreement (SLA) oversight
• Delivery of technology learning

This position requires on-site presence at our Mexico City office, five days a week.

Required languages:  Spanish/English (speaking/reading/writing). 
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Before applying, please make sure that you have read the requirements for the position and that you qualify. Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.