IT Officer, Business Solutions I

Job Posting Organization:
The World Bank Group is a prominent global partnership established to provide funding and knowledge to developing countries. Founded in 1944, it comprises five institutions and has grown to include 189 member countries and over 120 offices worldwide. The organization's mission is to end extreme poverty, promote shared prosperity, and foster sustainable development. The World Bank Group collaborates with both public and private sector partners to invest in innovative projects and leverage data, research, and technology to address pressing global challenges. For more information, visit www.worldbank.org.

Job Overview:
The IT Officer, Business Solutions I position is integral to the Information and Technology Solutions (ITS) Vice Presidency at the World Bank Group. This role focuses on supporting and developing service catalogs, building Service Level Agreements (SLAs), utilizing Flow Designer, and customizing modules within the ServiceNow platform. The incumbent will be part of the eServices/ServiceNow team, which plays a crucial role in enhancing the Bank Group's operational efficiency through innovative digital tools and technologies. The position requires a proactive approach to problem-solving and a commitment to delivering customer-centric solutions that align with the organization's mission of ending extreme poverty and promoting shared prosperity. The successful candidate will be expected to engage in continuous learning and adaptation to meet the evolving needs of the organization and its stakeholders.

Duties and Responsibilities:
The duties and responsibilities of the IT Officer include supporting clients and internal business processes on the ServiceNow platform, which encompasses Incident & Problem Management, Asset Management, Change & Release Management, Service Level Management (SLM), and Service Catalog customization. The officer will assist in developing new custom applications or modifying out-of-the-box applications, provide production support as needed, design testing plans, and execute testing for applications. Additional responsibilities include writing necessary scripts for application customization, maintaining business services and configuration item relationships, developing and managing application code and user interfaces, and leading a small team while managing their work programs. The officer will also perform core configuration tasks, manage data with tables and the Configuration Management Database (CMDB), create workflows, and investigate performance issues. The role requires a deep understanding of REST, WSDL, JSON, and integration with third-party applications, as well as expertise in JavaScript and related scripting languages used in ServiceNow.

Required Qualifications:
Candidates must possess a Master's or Bachelor's degree along with a minimum of 7 years of relevant experience. Certification as a ServiceNow Developer or ServiceNow Implementation Specialist is required. Additionally, candidates should have experience leading a team of at least three members. Essential skills include day-to-day administration of ServiceNow, maintaining business services, developing application code, and managing third-party integration components. The ability to create and customize complex workflows, manage data, and perform migration activities is also crucial. Strong analytical, problem-solving, and organizational skills are necessary, along with excellent verbal and written communication abilities.

Educational Background:
The educational background required for this position includes a Master's or Bachelor's degree in a relevant field such as Information Technology, Computer Science, or a related discipline. Candidates should have a solid foundation in IT principles and practices, as well as specialized knowledge in ServiceNow and related technologies.

Experience:
The position requires a minimum of 7 years of professional experience in IT, specifically with a focus on ServiceNow and its various functionalities. Candidates should have a proven track record of leading teams and managing projects effectively. Experience in developing and customizing applications on the ServiceNow platform is essential, along with a strong understanding of IT service management processes.

Languages:
The mandatory language for this position is English. Proficiency in additional languages is considered a plus, although not explicitly required.

Additional Notes:
This position is a local recruitment opportunity with a term duration of 2 years. The role is full-time and involves working closely with both on-site and offshore teams. The World Bank Group offers a comprehensive benefits package, including a retirement plan, medical, life, and disability insurance, as well as paid leave, including parental leave. The organization is committed to diversity and inclusion, ensuring equal opportunities for all employees regardless of gender, race, ethnicity, sexual orientation, or disability.