E T Temporary (Junior Service Delivery Analyst)

Global Roles

Kuwait

Hybrid

KWD 15,000 - 25,000

Full time

2 days ago

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Job summary

World Bank Kuwait Office seeks a Junior Service Delivery Analyst to provide onsite and remote IT support across GCC offices. The role drives digital transformation using Power BI, Power Apps, and Power Automate, supporting IT infrastructure, asset management, security compliance, and regional capacity building.

You will build dashboards for portfolio monitoring, deliver automated workflows, and train GCC staff to improve digital tool adoption and efficiency.

Qualifications

Bachelor's degree in IT or related field; equivalent professional experience considered.
Hands-on Power BI dashboard development with data modeling.
Experience with Power Automate and Power Apps for automation.
Strong knowledge of Microsoft 365 administration and security.
Experience with ITSM ticketing platforms (ServiceNow, Jira, Remedy).
Proficiency in Windows 10/11, VPN, and basic network troubleshooting.

Responsibilities

Provide onsite IT support to Kuwait staff and remote support to GCC offices.
Troubleshoot hardware/software issues across desktops, laptops, and peripherals.
Support Microsoft 365 apps, Zoom, and other enterprise apps.
Configure user accounts, MFA enrollment, and access management.
Develop dashboards and automate workflows using Power BI, Power Automate, and Power Apps.
Maintain IT asset register and manage procurement lifecycle.
Ensure security compliance and data protection policies.

Skills

Power BI

Power Automate

Power Apps

Microsoft 365

ITSM

ServiceNow

Jira Service Management

Windows 10/11

VPN

Networking

Security

Data Visualization

Azure AD/Entra ID

Dashboard Development

Support Desk

Education

Bachelor's degree in Information Technology or related field

Tools

ServiceNow

Jira Service Management

Remedy

Job description

The Junior Service Delivery Analyst role at the World Bank Kuwait office involves providing onsite and remote IT support across GCC offices, alongside driving digital transformation initiatives using tools like Power BI, Power Apps, and Power Automate. The position supports IT infrastructure, user support, asset management, security compliance, and capacity building for GCC Bank Operations teams.

Responsibilities

Provide onsite IT support to Kuwait office staff and remote support to Abu Dhabi, Oman, Qatar, and backup coverage for Riyadh Regional Hub.
Diagnose, troubleshoot, and resolve hardware and software issues affecting desktops, laptops, mobile devices, printers, and peripherals.
Support Microsoft 365 applications, Zoom, and other enterprise applications.
Configure workstations, user accounts, access credentials, and manage account provisioning/deprovisioning and MFA enrollment.
Support VPN configuration, remote desktop tools, and secure connectivity for hybrid staff.
Monitor and maintain LAN, Wi-Fi, and internet connectivity in Kuwait office; elevate issues as needed.
Maintain IT asset register for Kuwait office and coordinate procurement, deployment, and lifecycle management of IT equipment.
Support video conferencing and meeting room technology across GCC offices.
Enforce endpoint security standards and monitor security alerts, ensuring compliance with data protection policies.
Log, track, and manage IT incidents and service requests through ITSM platform, escalating complex issues appropriately.
Maintain technical documentation and participate in regional IT meetings and project planning.
Provide onsite support for IT projects and change initiatives affecting Riyadh Hub Office.
Assist in testing and validation of new systems and support business continuity and disaster recovery activities.
Partner with GCC Operations teams to design, build, and maintain interactive dashboards for portfolio monitoring, deliverable tracking, and budget oversight.
Design and implement automated workflows using Power Automate and develop business applications using Power Apps.
Identify opportunities to apply AI-driven solutions to improve operational efficiency.
Design and deliver training and coaching to build digital dexterity of GCC staff in using Power BI, Power Apps, Power Automate, and related tools.
Develop reusable templates and documentation to enable sustained digital tool use.
Engage with GCC Operations teams to identify manual or inefficient processes for automation or digitization.
Prioritize digital solution initiatives and track/report impact of digital solutions delivered.

Requirements

Bachelor's degree in Information Technology, Computer Science, Information Systems, or a closely related field. Equivalent professional experience may be considered in lieu of a formal degree.
Preferred professional certifications: CompTIA A+, Microsoft Power Platform certification (e.g., PL-300, PL-100, PL-500), ITIL Foundation v4/v5.
Minimum of two (2) years of progressive experience in IT support, helpdesk, or service delivery roles, preferably in multinational or international development organizations.
Demonstrated hands‑on experience building dashboards and reports in Power BI, including data modeling and visualization design.
Practical experience developing automated workflows using Power Automate and/or applications using Power Apps.
Proven experience with Microsoft 365 administration and support, including Exchange Online, Teams, SharePoint, and Azure Active Directory/Entra ID.
Experience with ITSM ticketing platforms such as ServiceNow, Jira Service Management, Remedy, or equivalent.
Experience supporting Windows 10/11 environments and iOS/macOS devices.
Familiarity with network troubleshooting (TCP/IP, DNS, DHCP, VPN, Wi‑Fi).
Experience providing remote IT support and/or supporting multiple office locations.
Desirable: Exposure to AI‑enabled automation tools or interest in applying AI solutions to business process improvement.
Desirable: Experience supporting portfolio monitoring, deliverable tracking, or budget reporting functions in operations or program management.
Desirable: Experience delivering training or capacity‑building sessions on digital tools to non‑technical staff.
Desirable: Experience working across multiple offices or in a regional/cross‑country support role.
Desirable: Experience working in Kuwait, Abu Dhabi, Oman, Qatar, or the broader GCC/MENA region with understanding of local business practices.
Desirable: Willingness and ability to travel periodically within the GCC sub‑region.
Desirable: Prior experience in an international organization, UN agency, development bank, or NGO setting.
English proficiency (written and spoken) required for effective communication and professional documentation.
Arabic proficiency (written and spoken) highly desirable to facilitate communication with local staff, vendors, and service providers.
Strong customer service orientation and commitment to positive user experience.
Analytical and data storytelling skills to translate business needs into actionable dashboards and reports.
Proactive innovation and initiative in identifying automation opportunities and championing digital adoption.
Strong problem‑solving skills for both technical IT issues and business process inefficiencies.
Clear communication skills to explain technical and digital concepts to non‑technical stakeholders.
Organizational and time‑management skills to balance dual responsibilities effectively.
Adaptability to support multiple offices, travel as required, and respond to evolving needs.
Ability to collaborate effectively with distributed, multicultural teams across the GCC and global IT counterparts.