IT Analyst, Client Services, Vienna, Austria

Organization: The World Bank

Country: Austria

City: Vienna

Office: World Bank in Vienna, Austria

Closing date: Friday, 3 March 2023

IT Analyst, Client Services

Job #: req21356

Organization: World Bank

Sector: Information Technology

Grade: GE

Term Duration: 3 years 0 months

Recruitment Type: Local Recruitment

Location: Vienna,Austria

Required Language(s): English

Preferred Language(s): English, German

Closing Date: 3/3/2023 (MM/DD/YYYY) at 11:59pm UTC


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.

Under direct supervision of Regional IT Team Lead and in coordination with local ITS colleagues, the IT Analyst will:

Serve as point of contact on all matters related to hardware, software and communications support for all WBG clients: locally mapped staff, visitors in WBG Vienna CO and teleworkers in Region.

Deploy and support all WBG standard personal productivity devices, MFDs, network equipment, servers, software and IP phones; setup, configure, and maintain videoconference systems, audio-visual equipment and other electronic devices for presentations.

Support installation, maintenance and upgrade of local networks and communications infrastructure as part of the office infrastructure projects.

Recommend topics and provide necessary IT training sessions to clients; offer agile solutions to meet clients‘ evolving needs; help to increase awareness of clients about available ITS tools and products.

Disseminate relevant IT information and information about ITS products and services to clients.

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.

Evaluate and pilot test new products and services, both hardware and software.

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

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.

Participate in Service Continuity, Security and Business Continuity activities; troubleshoot, provide workarounds, and permanent fixes to issues identified in the end user environment.

Attend training sessions and maintain a working knowledge of the IT trends in the business relevant to supporting the WBG clients; monitor technology trends and developments.

Maintain a proper inventory of all CO IT equipment and software; act as the Software Asset Custodian (SAC) on behalf of the CO clients and ensure licensed software is tracked and maintained in line with the institutional software asset management procedures; perform asset management tasks including periodic inventory checks, disposals and update of asset information into a shared database; take responsibility for accurate and complete reporting of assets.

Participate in facilities work and vendor management, as part of CO administrative teams.

Use the IT service management tracking system (ServiceNow) to track work; receive and take ownership of tickets from the system; respond to and resolve incidents and service requests within agreed-upon timeframes and Service Level Agreements (SLA); communicate progress to clients and document work in the system.

Work closely with other ITS colleagues in the office, Region and in ITS; connect clients with other ITS services as needed/appropriate for the clients‘ requirements.

Demonstrate strong customer service skills and client orientation.

Selection Criteria

Bachelor’s or Master’s degree with 2 years relevant experience or equivalent combination of education and experience.

Advanced skills in supporting Windows, Microsoft 365 products, VPNs, and mobile devices (iOS).

Excellent knowledge of virtual meeting tools, including Cisco products WebEx, Microsoft Teams and Zoom.

Experience in performing incident management practices using the ServiceNow system and adhering to Service Level Agreement (SLA) standards.

Experience supporting high-level meetings, including audio-visual, conferencing and PC support in a time-critical setting with flexibility to handle last minute and urgent requests.

World Bank Group Core Competencies

The World Bank Group offers comprehensive benefits, including a retirement plan; medical, life and disability insurance; and paid leave, including parental leave, as well as reasonable accommodations for individuals with disabilities.

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.

Link to the organization’s job posting: