Analyst, End User Experience Engineer

Purpose of Job

The Analyst assists with the implementation, support and maintenance of EBRD's platforms and software solutions.

The Analyst operates within the Squad as an individual contributor to develop/maintain code or infrastructure, as part of the lifecycle management of the Bank systems.

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.

Drives User Experience: The Analyst understands that our goals are to meet our user needs. Taking a user centric approach to their work in all they do, from dealing with Incidents, new feature requests or more integrated engineering solutions, drives engagement and strengthens the partnership approach we have built with business teams.

• Supports the resolution of user-reported incidents by assisting with troubleshooting across laptops, desktops, mobile devices and peripherals, following established service guidelines.
• Contributes to hardware diagnostics, repairs, upgrades, and replacements under the supervision of senior technical staff. Provides day-to-day support for Windows, macOS, iOS, Android, and corporate applications including M365, VPN, security tools, and collaboration platforms.
• Assists with imaging, patching, deployment, refresh, and disposal activities for end-user devices, ensuring compliance with established procedures.
• Provides technical support for the Annual Meeting and other major initiatives. May be required to travel to regional offices (as needed) to deliver on-site support and contribute to project delivery.
• Monitors and enhances user experience, proactively identifying and preventing recurring issues. Act as the voice of the customer within Tech.

Supports the rollout of new tools, devices, and services through demonstrations, onboarding, and user training.

Knowledge, Skills, Experience & Qualifications

End-User Experience

• Educated to degree level or possess equivalent professional experience.

• Proven end-user support experience across devices, applications, AV/in-building tech, Microsoft 365, Windows/macOS, and basic network, security, and recovery tasks.

• Experience in maintaining accurate asset records, including lifecycle management and remediation tracking.

• Strong problem-solving and analytical skills, with the ability to identify and prevent recurring issues.

• Trusted technology partner with strong stakeholder relationships, excellent interpersonal skills, and the ability to act as the voice of the customer

• Experience managing joiner/mover/leaver processes end-to-end, ensuring a positive user experience.

• Excellent written and verbal communication skills, able to communicate effectively with technical and non-technical audiences.

• Ability to work effectively under pressure and as part of a team in a multicultural environment.

• Fluency in written and spoken English; additional languages beneficial.

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

• Certifications such as ITIL Foundation, Microsoft Modern Desktop Administrator, CompTIA A+, or customer service training are an advantage.

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).

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