IT Officer, Business Solutions I

Job Posting Organization:
The World Bank Group is a prominent global partnership consisting of five institutions dedicated to addressing the most pressing development challenges faced by countries around the world. Established with the mission to end extreme poverty and promote shared prosperity, the organization operates in 189 member countries and has over 120 offices globally. The World Bank Group is recognized as one of the largest sources of funding and knowledge for developing nations, leveraging data, research, and technology to implement innovative solutions. The organization is committed to sustainable development and works closely with both public and private sector partners to invest in transformative projects that aim to improve the quality of life for people in developing countries. 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 operational efficiency of the organization by providing innovative digital tools and technologies. The position requires a proactive approach to problem-solving and the ability to adapt to the fast-paced, ever-evolving technological landscape. The successful candidate will be expected to collaborate with various stakeholders, ensuring that the technology initiatives align with the business goals of the World Bank Group. This role is not only about technical expertise but also about fostering cross-functional collaboration and promoting governance and process alignment to enhance business agility.

Duties and Responsibilities:
The duties and responsibilities of the IT Officer, Business Solutions I 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 incumbent will assist in developing new custom applications or customizing out-of-the-box applications, provide production support as needed, design testing plans, and execute testing for the applications. Additionally, the role involves writing scripts to customize applications, maintaining business services and configuration item relationships in ServiceNow, and managing application code and third-party integration components. The officer will also lead a small team, perform core configuration tasks, manage data with tables and the Configuration Management Database (CMDB), create workflows, and investigate performance issues. The position requires a deep understanding of REST, WSDL, JSON, and the ability to integrate with third-party applications. The officer will also be responsible for post-rollout production support, handling bug fixes and enhancement requests, and developing necessary documentation such as project plans and user manuals.

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, and experience in leading a team of at least three members is essential. The role demands a strong technical background in ServiceNow, including day-to-day administration, core configuration tasks, and the ability to develop and manage application code and user interfaces. Excellent analytical, problem-solving, and organizational skills are crucial, along with the ability to work independently and take initiative without supervision. Strong communication skills, both verbal and written, are necessary for effective collaboration with customers and technology specialists.

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 substantial professional experience in the IT sector, particularly in roles that involve the use of ServiceNow and similar platforms.

Experience:
The position requires a minimum of 7 years of experience in information technology, with a strong emphasis on ServiceNow platform administration and development. Candidates should have a proven track record of leading teams and managing projects, as well as experience in developing custom applications and integrating third-party solutions. Familiarity with various scripting languages and tools used in ServiceNow is essential, along with experience in managing complex workflows and data management tasks.

Languages:
The mandatory language for this position is English. Proficiency in additional languages may be considered an asset but is not explicitly required for this role.

Additional Notes:
This position is a local recruitment opportunity with a term duration of 1 year. 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 creating an inclusive work environment and does not discriminate based on gender, gender identity, religion, race, ethnicity, sexual orientation, or disability. The role is full-time and may involve collaboration with teams across different geographical locations.