Temporary Junior Service Delivery Analyst Job – World Bank Yaounde

E T Temporary (Junior Service Delivery Analyst) – Information Technology Job

This position is based in Yaoundé, Cameroon and reports to the Regional IT Team Coach for Africa – Central.

Job #: req36878
Organization: World Bank
Sector: Information Technology
Grade: ET4
Term Duration:  1 year 0 months
Recruitment Type: Local Recruitment
Location: Yaounde, Cameroon
Required Language(s): English
Preferred Language(s): French
Closing Date: 6/12/2026 (MM/DD/YYYY) at 11:59pm UTC.

Roles & Responsibilities:

• Supports and maintains the end-user environment. This includes configuring new hardware, reviewing, and addressing virus alerts, installing, and troubleshooting software including patches, performing tests, and monitoring the environment (especially during peak periods) to anticipate support needs.
• Participates in facilities work and vendor management, as part of CO administrative teams. Participate in security and business continuity activities. Supports installation, maintenance, upgrades to local networks and communications infrastructure.
• Disseminates information on common problems and issues to WBG staff.
• Tracks trending of issues and proactively escalates to Supervisor/ Service Providers
• Applies Technical Knowledge under limited guidance/ direction.
• Works directly with customers to probe and ask effective questions to fully diagnose both the root cause of a problem and the customer’s comfort level with technology. 
• Assesses more complex, non-routine problems in his/ her area of specialization including those escalated by others. 
• Serves as first/ second point of contact called upon to resolve customer problems. Identifies and engages the resources necessary to fully evaluate and address the situation, following up to ensure effective resolution.
• Conducts complete diagnostics of most business technology problems, including those involving multiple systems, WBG staff, platforms, and technologies.
• Takes decisions for most routine cases with update to Team Coach.
• 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.
• Support Technology Adoption of IT technologies including trainings and desk side coaching.
• 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.
• Evaluate and pilot test new products and services, both hardware and software.
• Attend training sessions and maintain a working knowledge of the IT trends in the business relevant to supporting the WBG staff, monitor technology trends and developments.

Selection Criteria

Preferred certifications: ITIL Foundation, Scrum, Azure DevOps, Power Bi/Power App/Power Automate

• Bachelor’s degree with no experience required or equivalent combination of education and relevant experience.
• Good Knowledge of IT Technologies: Windows Platform, Microsoft Office, MFD, Servers, Smartphones etc.
• Strong customer service skills and client orientation.
• Skilled/ Experienced in working in Agile teams using Scrum/Scale agile framework and update the product backlog in Azure Dev Ops & Service Now.
• Demonstrated ability to configure teams, boards, analytics and queries in Azure DevOps
• Demonstrated ability to create dashboards in Power BI and design workflow using PowerApps/PowerAutomate
• Proficiency in the recent Microsoft Windows applications.
• Strong user support skills and the ability to work under pressure with accuracy and professionalism.
• Understanding of Microsoft Active Directory, DNS service and other networking methods and technologies.
• Strong knowledge of IT Service Management and experience of ITIL best practices
• Strong knowledge of Agile, Scrum, Azure DevOps, Power BI.
• Excellent communications skills: the ability to listen and then clearly describe the problem and proposed solution.
• General knowledge of the mission and business requirements of the World Bank Group.
• Proven ability to work independently as well as in a team environment.
• Fluency in French is preferred.
• Good knowledge of M365 applications including Co-Pilot/ AI.
• Knowledge of Network communication technologies and other WAN/LAN products.
• Good knowledge and experience of setting up and supporting Videoconference Facilities.
• Comfortably using remote access technologies and remote troubleshooting.