ET Temporary-Digital Outreach/eLearning, Cairo, Egypt

Organization: The World Bank

Country: Egypt

City: Cairo

Office: World Bank in Cairo, Egypt

Closing date: Wednesday, 8 December 2021

ET Temporary-Digital Outreach/eLearning

Job #: req14003

Organization: World Bank

Sector: Information Technology

Grade: ET4

Term Duration: 1 year 0 months

Recruitment Type: Local Recruitment

Location: Cairo,Egypt

Required Language(s): English

Preferred Language(s): English, Arabic

Closing Date: 12/8/2021 (MM/DD/YYYY) at 11:59pm UTC


Note: This is a new recruitment program - Smartech which is for external hires only.

Do you want to build a career that is truly worthwhile? Working at the World Bank provides a unique opportunity for you to help our clients solve their greatest development challenges. The World Bank consists of two entities - the International Bank for Reconstruction and Development (IBRD) and the International Development Association (IDA). It is a global development cooperative owned by 189 member countries. As the largest development bank in the world, the World Bank provides loans, guarantees, risk management products, and advisory services to middle-income and creditworthy low-income countries, and coordinates responses to regional and global challenges. Visit

ITS Vice Presidency Context:

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.

Our vision is to transform how the Bank Group accomplishes its mission through information and technology. In this fast-paced, ever-changing world, the formulation and implementation of the ITS strategy is an ongoing, iterative process of learning and adaptation developed through extensive consultations with business partners throughout the World Bank Group.

ITS shapes its strategy in response to changing business priorities and leverages new technologies to achieve three high-level business outcomes:

business enablement, by providing Bank Group units with innovative digital tools and technologies to transform how they deliver value for their clients;
empowerment & effectiveness, by ensuring that all Bank Group staff are connected, able to find information, and productive to accelerate the delivery of development solutions globally; and

resilience, by equipping the Bank Group to provide risk-based cybersecurity and robust data protection for a global network and a growing cloud platform.

Implementation of the strategy is guided by three core principles. The first is to deliver solutions for business partners that are customer-centric, innovative, and transformative. The second is to provide the Bank Group with value for money with selective and standard technologies. The third principle is to excel at the basics by providing a high performing, robust, and resilient IT environment for the organization.

As a unit within the ITS Client Services (ITSCS), the Information and Technology Solutions‘ Regional Client Services unit is primarily tasked with ensuring the cohesive delivery of regional IT programs and initiatives, as well as aligning the existing support channels with the business needs. In achieving its objectives and providing for a best possible IT customer experience, Client Support directs and partners with CO/HQ IT Support teams, 24/7 IT Service Desks, Training and Outreach, as well as cross functional teams delivering products and solutions.

ITSR2 team members are responsible for providing high quality of information and technology support services to the WBG offices across several regions (Europe, Central Asia, Middle East and North Africa, and Latin America). In addition, the team is expected to assist with projects initiated from Bank’s HQ and the Region, by providing local perspective and input to be incorporated in designing and testing solutions.

The associate will participate as a team member in a collaborative environment within a diverse workforce of ITSR2; actively contribute to completion of team goals and assigned tasks; clearly communicate information, ideas, and briefings; follow recommended approach to assigned work to facilitate achievement of desired results; ensure WBG process and best practices are respected.

Terms of Reference:

The associate, as part of the local IT team, will provide high quality technology support services to the staff and visitors at the WBG office in Cairo. They will also support the production of digital communication and eLearning content that will increase the effectiveness of the learning and communication efforts directed towards a non-technical audience.

Specific Duties and Responsibilities:

Provide top quality IT support services to maintain high client satisfaction.

Work directly with users to probe and ask effective questions to fully diagnose both the root cause of a problem and the customer’s comfort level with technology; assess complex, non-routine problems; follow up with all fixes and repairs of IT problems in the Country Office.

Document, maintain and enhance work processes and standards in the area, including documenting procedures for troubleshooting and incident resolution/solution.

Collect feedback on IT services from clients, through surveys and other tools, and inform other IT colleagues in the office, Region and if necessary, inform other relevant ITS teams.

Track trending of issues and escalate, as appropriate.

Support the development and creation of short learning series around IT tips using multimedia, supported by a variety of techniques and methods, such as audio, visual, digital, and oral/written. Design original, attention-grabbing and efficient learning contents.

Work in close coordination with ITSRs teams, client change management (ITSAL) and corporate communication unit (ITS-ECR) to understand the projects and the audience of the learning products. Ensure the production process abides by WBG and ITS corporate communication standards.

Help implement learning strategy and tactics delivery in support of technology change rollouts. Assist with the design and delivery of on-going, cost-effective and needs based technology learning program targeted to all WBG staff and help publish and coordinate a monthly schedule. Stay updated on dynamics of the targeted audience.

Assist with regular reporting on service offerings, and for developing effective metrics as part of the department reports and scorecards.

Meet and liaise with the supported teams to discuss project briefs, requirements, and work progress.

Ability to work under tight deadlines and deliver quality products and high standard output.

Work in partnership with various local ITs to provide this face-to-face outreach and support.

Researches and identifies subject matter to prepare the requested communication support.

Selection Criteria

Bachelor’s degree in Computer Systems/Sciences/IT and/or bachelor’s degree in Communications or related fields with a maximum of 2 years of relevant experience. czrmj6E Dh7qKS

Passion for the World Bank mission and values. Highest work ethics and conduct.

Good Knowledge of IT Technologies (Troubleshooting, Windows Platform and Microsoft Office).

Exposure to the field of eLearning design, and readiness to address a range of issues related to the ITS business. Good command of learning strategy implementation, communications resource management, and change management is a plus.

Knowledge and experience in graphic design, digital marketing and understanding of online educational platforms is a plus.

Experience of serving Clients in a multi-cultural environment is a plus.

Knowledge and Skills

Good Knowledge of IT Technologies: Windows Platform, Microsoft Office, Smartphones, etc.

Strong client service 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.

Proficiency in the recent Microsoft Windows applications.

General knowledge of the mission and business requirements of the World Bank Group.

Proven ability to work alone and in a team environment.

Writing and editing skills in English, ability to convey complex ideas in a concise, clear, direct, and lively visual and written style.

Creating and innovative thinking and focus on user-centered design for eLearning development.

Working knowledge of relevant computer software such as MS Suite, SharePoint, Adobe InDesign/Illustrator/Photoshop, and others.

Interpersonal skills to work in a multicultural environment, ability to manage multiple projects, to be pro-active initiative and innovative.

Self-starter, motivated while working under remote work conditions. Capacity to work with both internal and external constituencies.

Note: The position is part of the ITSGC Smartech program that offers highly motivated college graduates an opportunity to be exposed to the ITS work program in general. Joining the Smartech Associate Program allows the selected candidate to bring new perspectives, innovative ideas, and research experience while improving skills in a diverse environment. Positions are available in various ITSGC units according to their business needs.

The position is based in Cairo, Egypt. The ITS MNA region team is led by the Regional IT Lead based in Washington, DC.

World Bank Group Core Competencies

We are proud to be an equal opportunity and inclusive employer with a dedicated and committed workforce, and do not discriminate based on gender, gender identity, religion, race, ethnicity, sexual orientation, or disability.

Learn more about working at the World Bank and IFC, including our values and inspiring stories.

Note: The selected candidate will be offered a one-year appointment, renewable for an additional one year, at the discretion of the World Bank Group, and subject to a lifetime maximum ET Appointment of two years. If an ET appointment ends before a full year, it is considered as a full year toward the lifetime maximum. Former and current ET staff who have completed all or any portion of their second-year ET appointment are not eligible for future ET appointments

Link to the organization’s job offer: