Asst. Analyst, End User Exp. Engineer

Purpose of Job

The Assistant Analyst supports the implementation, maintenance and basic troubleshooting of EBRD’s platforms and software solutions.

The Assistant Analyst completes assigned tasks with guidance from within the Squad. The role involves learning from others and applying basic knowledge of systems and tools. They contribute to the Squad’s work by assisting with routine coding or infrastructure tasks under supervision.

Accountabilities & Responsibilities

Simplify to amplify: Working within a squad or team, the Analyst questions complexity within their role and focuses on simplifying their tasks. The Analyst adopts a "good enough is better than perfect" mindset.

Act decisively, commit fully: The Analyst, working within a squad or team, makes decisions on their day-to-day tasks swiftly and commits fully. The Analyst adopts a continuous learning mindset and contributes and aligns with team decisions and takes a fail fast, learn fast risk based approach, ensuring we learn from each decision.

Listen well and speak up: The Analyst demonstrates openness and is comfortable sharing their questions and ideas with team members, demonstrating their commitment to a continuous learning and growth mindset. They are curious and open to different perspectives, playing back and validating what they have learnt and are willing to speak up when they feel that something isn't right, or they have ideas to share.

Collaborate smartly: An active member of a squad, the Analyst demonstrates a highly collaborative approach, contributing to the collective success of a team. The Analyst understands that collaboration and communication are the foundations of enabling their ability to learn and grow with the support of peers and senior team members, IT management and business colleagues.

Engineering Excellence: The Analyst will bring a continuous learning mindset to enable measurable improvement of technical skills, working with experienced colleagues to embed and embrace best practices and coding standards.

Taking ownership and responsibility for the quality of individual work, enables each team member to bring their best work to enable team success, seeking feedback and asking for help when needed and being an active member in engineering communities of practice within and outside the Bank.

Agile Ways of Working: The Analyst will embrace Agile Ways of Working with a willingness to learn, adapt, seek feedback and use experimentation to bring a continuous feedback approach to enhance processes and our IT services.

Managing cost and budget: The Analyst will use the appropriate tooling to track time and effort, ensuring that work is done in the most efficient ways possible.

Quality at our core: The Analyst takes ownership and responsibility for all they do, ensuring that all work meets expected levels of performance and quality, whilst balancing our ability to deliver at pace.

Secure First: The Analyst is aware of the fast-moving cyber threat landscape and understands that it is part of every team member's responsibility to take a 'secure first' mindset at every stage of the engineering or development lifecycle. The role will be diligent in following agreed principles, practices and tooling, to ensure that EBRD systems, people and data remain safe and secure.

End-User Experience:   

•            Supports basic troubleshooting activities across laptops, desktops, mobile devices, and peripherals across Windows, iOS and Android, following established service guidelines.

•            Following established procedures, manages hardware repairs, upgrades, imaging and device lifecycle tasks, working alongside senior technical staff and following documented procedures.

•            Logs and manages tickets in ServiceNow, maintaining clear user communication and accurate documentation.

•            For complex issues or customer escalations, supports senior engineers, collaborating to resolve issues and enhance service quality.

•            Supports the development of a customer-centric culture, one which ensures positive user engagement and continuous improvement in service delivery.

Knowledge, Skills, Experience & Qualifications

End-User Experience     

•            Educated to degree level or possesses equivalent practical experience in a relevant discipline.

•            Working knowledge of end-user support, including devices, applications, AV, Microsoft 365, Windows/macOS, and mobile platforms.

•            Familiarity with network, security, and recovery fundamentals, learning from senior colleagues when needed.

•            Experience with maintaining accurate asset records and lifecycle tracking

•            Demonstrates problem-solving and analytical skills, with the ability to recognise recurring issues and escalate appropriately.

•            Experience building positive stakeholder relationships, showing strong interpersonal skills and acting as a trusted team member.

•            Good written and verbal communication with experience in adapting style for technical and non-technical audiences. Able to engage effectively with users and team members.

•            Experience working collaboratively in a multicultural environment with supervision.

•            Fluency in written and spoken English; additional languages are advantageous.

•            Awareness of IT security policies, data protection, and compliance principles.

•            Certifications such as ITIL Foundation, Microsoft, or CompTIA A+ are desirable.

What is it like to work at the EBRD?

Our agile and innovative approach is what makes life at the EBRD a unique experience! You will be part of a pioneering and diverse international organisation, and use your talents to make a real difference to people's lives and help shape the future of the regions we invest in. 

The EBRD environment provides you with:

• Varied, stimulating and engaging work that gives you an opportunity to interact with a wide range of experts in the financial, political, public and private sectors across the regions we invest in;
• A working culture that embraces inclusion and celebrates diversity;
• An environment that places sustainability, equality and digital  transformation at the heart of what we do.

Diversity is one of the Bank’s core values which are at the heart of everything it does.  A diverse workforce with the right knowledge and skills enables connection with our clients, brings pioneering ideas, energy and innovation. The EBRD staff is characterised by its rich diversity of nationalities, cultures and opinions and we aim to sustain and build on this strength. As such, the EBRD seeks to ensure that everyone is treated with respect and given equal opportunities and works in an inclusive environment. The EBRD encourages all qualified candidates who are nationals of the EBRD member countries to apply regardless of their racial, ethnic, religious and cultural background, gender, sexual orientation or disabilities.  As an inclusive employer, we promote flexible working and expecting our employee to attend the office 50% of their working time.

Please note, that due to the high volume of applications received, we regret to inform you that we are unable to provide detailed feedback to candidates who have not been shortlisted (for further consideration).