Website World Bank
World Bank
Job Title: Junior Service Delivery Analyst – Tech Solutions
Job #: req36016
Organization: World Bank
Sector: Information Technology
Grade: GD
Term Duration: 3 years
Recruitment Type: Local Recruitment
Location: Dar es Salaam, Tanzania
Required Language: English
Application Deadline: March 31, 2026, 11:59 PM UTC
About the World Bank Group (WBG)
The World Bank Group (WBG) is a unique global partnership of five institutions dedicated to ending extreme poverty, increasing shared prosperity, and promoting sustainable development. With 189 member countries and over 130 offices worldwide, WBG provides funding, knowledge, and technical expertise to help developing countries tackle their most urgent challenges.
The Information and Technology Solutions (ITS) Vice Presidency enables WBG to achieve its mission by delivering transformative information and technology solutions to staff in more than 150 locations worldwide. ITS supports business enablement, staff empowerment, and organizational resilience through innovative digital tools, robust IT environments, and risk-based cybersecurity measures.
Position Overview
The Junior Service Delivery Analyst provides IT support to World Bank Group staff in the Dar es Salaam office and visiting teams. The role involves end-user support, desktop management, network and conferencing support, local vendor management, IT training, and contributing to the implementation of ITS standards and best practices.
This position reports to the Regional IT Team Coach for Southern Africa.
Roles & Responsibilities
- Provide direct support to customers by diagnosing issues and resolving IT problems effectively.
- Serve as first/second point of contact for technical issues, engaging necessary resources to ensure full resolution.
- Conduct diagnostics of business technology problems involving multiple systems, platforms, and staff.
- Support and maintain the end-user environment, including configuring hardware, troubleshooting software, installing patches, monitoring systems, and ensuring peak performance.
- Participate in facility management, vendor relations, and business continuity activities.
- Assist with installation, maintenance, and upgrades to local networks and communication infrastructure.
- Track and analyze recurring issues and escalate when necessary.
- Recommend and provide IT training sessions, desk-side coaching, and support technology adoption.
- Evaluate and pilot new products and services, including both hardware and software.
- Administer information security standards and ensure compliance with institutional ITS policies.
- Maintain knowledge of IT trends, monitor developments, and apply technical knowledge to support staff needs.
Qualifications and Experience
- Bachelor’s degree or equivalent combination of education and experience.
- Preferred certifications: ITIL Foundation, Scrum, Azure DevOps, Power BI/PowerApps/Power Automate.
- Knowledge of IT technologies including Windows platform, Microsoft Office, servers, smartphones, and MFDs.
- Experience in IT Service Management (ITIL) and Agile methodologies.
- Familiarity with networking, Active Directory, DNS, WAN/LAN, and videoconferencing systems.
- Strong customer service, analytical, and problem-solving skills.
- Ability to work independently and as part of a team in a fast-paced, high-accountability environment.
- Experience using Azure DevOps, Power BI, PowerApps/Power Automate, and managing IT backlogs.
WBG Culture Attributes
- Sense of Urgency: Anticipate and quickly respond to stakeholder needs.
- Thoughtful Risk-Taking: Challenge the status quo to achieve greater impact.
- Empowerment and Accountability: Act decisively and take responsibility for results.
Core Competencies
- Strong analytical, communication, and client-focused problem-solving skills.
- Ability to deliver high-quality IT support in a complex organizational environment.
- Knowledge of IT security standards and best practices.
- Adaptability and willingness to learn emerging technologies.
Why Work at WBG?
The World Bank Group offers comprehensive benefits including:
- Retirement plans and medical, life, and disability insurance.
- Paid leave including parental leave.
- Reasonable accommodations for individuals with disabilities.
WBG is an equal opportunity and inclusive employer, valuing diversity across gender, identity, religion, race, ethnicity, sexual orientation, and disability.
For more information about WBG and its work, visit: www.worldbank.org
How to Apply:
To submit your application, please follow the link provided below.
To apply for this job please visit worldbankgroup.csod.com.