IT Analyst, Business Solutions

Job Posting Organization:
The World Bank Group is a prominent global partnership established to provide funding and knowledge to developing countries. It comprises five institutions dedicated to ending extreme poverty, increasing shared prosperity, and promoting sustainable development. With 189 member countries and over 120 offices worldwide, the organization collaborates with public and private sector partners to invest in innovative projects and leverage data, research, and technology to address pressing global challenges. The World Bank Group's mission is to foster economic development and improve living standards in developing nations, making it one of the largest sources of financial and technical assistance in the world.

Job Overview:
The IT Analyst, Business Solutions position at the World Bank involves working within the Information and Technology Solutions (ITS) Vice Presidency. This role is crucial for enabling the World Bank Group to fulfill its mission of eradicating extreme poverty and promoting shared prosperity through the effective use of information and technology. The incumbent will be part of the eServices/ServiceNow team, focusing on supporting and developing service catalogs, building Service Level Agreements (SLAs), utilizing Flow Designer, creating customer applications, and customizing modules. The role requires a proactive approach to problem-solving and a commitment to delivering high-quality service to internal clients. The successful candidate will engage in continuous learning and adaptation to align technology initiatives with the evolving business priorities of the World Bank Group, ensuring that the organization remains at the forefront of technological advancements.

Duties and Responsibilities:
The duties and responsibilities of the IT Analyst include supporting clients and internal business processes on the ServiceNow platform, managing incident and problem management, asset management, and configuration management database (CMDB). The role also involves change and release management, service level management (SLM), and customizing service catalogs. The analyst 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. Additionally, the analyst will write necessary scripts for application customization, maintain business services and configuration item relationships in ServiceNow, and develop and manage application code, user interfaces, and third-party integration components. The role requires performing core configuration tasks, managing data with tables, and creating workflows and approvals. The analyst will also investigate performance issues and utilize troubleshooting tools to resolve them, ensuring a seamless user experience.

Required Qualifications:
Candidates must possess a Master's or Bachelor's degree along with a minimum of 5 years of relevant experience. Certification as a ServiceNow Developer or ServiceNow Implementation Specialist is essential. The role demands a strong understanding of ServiceNow functionalities, including administration, configuration, and customization. Candidates should have experience with business rules, client scripts, UI policies, and various scripting languages used within ServiceNow. Additionally, familiarity with REST, WSDL, JSON, and integration with third-party applications is required. Excellent analytical, problem-solving, and organizational skills are crucial, along with the ability to work independently and collaboratively in a diverse, fast-paced environment.

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. The degree should be complemented by professional certifications, particularly in ServiceNow, which validate the candidate's expertise and readiness for the role.

Experience:
The position requires a minimum of 5 years of experience in IT, specifically in roles that involve working with ServiceNow or similar IT service management platforms. Candidates should have a proven track record of managing IT projects, customizing applications, and providing support for business processes. Experience in a global organization or working with diverse teams is highly valued, as it reflects the ability to navigate complex environments and collaborate effectively across different cultures and time zones.

Languages:
The mandatory language for this position is English, which is essential for communication within the organization and with stakeholders. While not required, proficiency in additional languages can be advantageous, particularly in enhancing communication with diverse teams and clients across the globe.

Additional Notes:
This position is a local recruitment opportunity based in Chennai, India, with a term duration of 4 years. 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 candidates regardless of gender, gender identity, religion, race, ethnicity, sexual orientation, or disability. The role is full-time, and the successful candidate will be expected to work collaboratively with both on-site and offshore teams, supporting end-users globally.