Do you want to build a career that is truly worthwhile? Working at the World Bank Group provides a unique opportunity for you to help our clients solve their greatest development challenges. The World Bank Group is one of the largest sources of funding and knowledge for developing countries; a unique global partnership of five institutions dedicated to ending extreme poverty, increasing shared prosperity and promoting sustainable development. With 189 member countries and more than 120 offices worldwide, we work with public and private sector partners, investing in groundbreaking projects and using data, research, and technology to develop solutions to the most urgent global challenges.
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.
The ITS Information Security and Risk Management (ITSSR) unit, headed by the Chief Information Security Officer (CISO), is responsible for providing leadership in managing the information security and risk functions and activities across the World Bank Group, enabling the achievement of WBG's business objectives. ITSSR supports and facilitates a risk aware culture, ensuring that WBG information assets are protected in an effective, efficient, and balanced manner and IT security and risk management efforts throughout the World Bank Group are coordinated and aligned to the Bank's business and IT strategy. ITSSR comprises of the following functions: Security Operations, Risk Management and Advisory, IT Policy, IT Compliance, Service Management, Business Continuity, and Sourcing and Vendor Management.
ITSCB unit within ITSSR is seeking an experienced IT Analyst (Business Management) who will provide support to its Service Asset and Configuration Management process.
Responsibilities include but not limited to:
Provide overall support in managing the operations of the SACM process and governance.
Assist the Service Asset and Configuration manager in running the process operations and provide guidance to the CMDB Coordinators.
Maintain accuracy and quality of data in the Configuration Management Database (CMDB),including cleanup/update of Configuration Item (CI) attributes in the CMDB.
Provide support in the operation and maintenance of the ServiceNow Discovery and Service Mapping applications including discovery schedules, credentials, service mapping and other discovery related operational activities.
Continuously monitor discovery reports/logs, identify discovery errors and work with subject matter experts (SMEs) to troubleshoot and resolve issues.
Perform end-to-end service mapping activities and collaborate with application and IT teams to validate components on map, receive confirmation, and sign off.
Configure and build reports, dashboards, CMDB Health view and Data Certification to manage data compliance and maintain the health of CMDB.
Revise, update and maintain CMDB Procedures, SOPs and KB articles to reflect improvements to the SACM process.
Conduct awareness campaigns and learning programs.
Develop online training materials and conduct face-to-face or virtual (WebEx or Teams) training sessions in local office.
Selection Criteria
Master’s degree with 2 years relevant experience or Bachelor’s degree in engineering, information technology, or a related field with a minimum of 4 years relevant experience, 2 years of which is in support of Service Asset and Configuration Management process in ServiceNow for a large enterprise.
Hands-on experience with ServiceNow Discovery and Service Mapping highly preferred.
Demonstrated experience with the ServiceNow ITSM modules specifically with Service Asset and Configuration management module.
Demonstrated experience in performing SACM process compliance validation, governance and maintenance of the integrity and quality of data in the CMDB.
Demonstrated experience in managing the CI lifecycle with the ability to perform data analysis in keeping track of discovered CIs and its relationships as well as stale CIs and its relationships.
Strong analytical skills, ability to think outside the box and be creative in troubleshooting and resolving issues related to Discovery, SACM process and CMDB CIs.
Knowledge of Web and Application Servers, Load Balancers, Databases, and Virtualization (WebSphere, MQ, IIS, Apache, VMware) and server concepts.
Knowledge of server-side object-oriented JavaScript, Unix Shell scripting, Windows scripting, PowerShell, XML, and JSON/script language concepts is a plus.
Knowledge of network concepts (routers, switches, firewalls, NAT, load balancing).
Demonstrated experience with configuring and building the ServiceNow CMDB Health Dashboard and Data Certification modules.
Hands-on experience with building moderate to complex reports and dashboards utilizing CMDB and ITSM (Change, Incident, Problem, Release) data using tools such as Splunk, Tableau, SharePoint, Power BI, etc.
Ability to work under pressure, manage multi-task requirements and meet tight deadlines.
Ability to work effectively in a small team environment is critical.
Ability to build and sustain cooperative and collaborative relationships in a multicultural team environment.
Good presentation and facilitation skills are highly desired.
