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 has grown to include 189 member countries and operates more than 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 lives of 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 is responsible for enhancing the efficiency of internal business processes and client services through innovative technology solutions. The position requires a proactive approach to problem-solving and the ability to adapt to the fast-paced, ever-evolving technological landscape of the World Bank Group. The successful candidate will play a crucial role in ensuring that the organization’s IT strategy aligns with its overarching mission of ending extreme poverty and promoting shared prosperity.

Duties and Responsibilities:
The duties and responsibilities of the IT Officer include supporting clients and internal business processes based on the ServiceNow platform, which encompasses Incident & Problem Management, Asset Management, Change & Release Management, and Service Level Management. The officer 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 supported applications. Additionally, the officer will write necessary scripts to customize applications, maintain business services and configuration item relationships in ServiceNow, and manage application code, user interfaces, and third-party integration components. The role also involves leading a small team, performing core configuration tasks, managing data with tables and the Configuration Management Database (CMDB), creating workflows, and investigating performance issues. The officer will be responsible for post-rollout production support, handling bug fixes and enhancement requests, and ensuring effective communication with customers and technology specialists.

Required Qualifications:
Candidates must possess a Master's degree with at least 5 years of relevant experience or a Bachelor's degree with a minimum of 7 years of relevant experience, or an equivalent combination of education and experience. Certification as a ServiceNow Developer or ServiceNow Implementation Specialist is required, along with experience in leading a team of at least three members. Essential skills include day-to-day administration of the ServiceNow platform, maintaining business services, developing application code, and managing third-party integrations. Candidates should also demonstrate strong analytical, problem-solving, and organizational skills, as well as the ability to work independently and collaboratively in a diverse environment.

Educational Background:
The educational background required for this position includes a Master's degree in a relevant field, such as Information Technology, Computer Science, or a related discipline. Alternatively, a Bachelor's degree in a similar field, combined with extensive relevant experience, may be considered. Candidates should have a solid understanding of IT principles and practices, particularly in relation to service management and application development.

Experience:
The position requires a significant level of experience, specifically a minimum of 5 years for candidates with a Master's degree or 7 years for those with a Bachelor's degree. Experience should include hands-on work with the ServiceNow platform, leading teams, and managing IT projects. Candidates should have a proven track record of developing and customizing applications, as well as experience in IT service management processes.

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

Additional Notes:
This position is a local recruitment opportunity with a term duration of one year. The World Bank Group offers a comprehensive benefits package, including a retirement plan, medical, life and disability insurance, and paid leave, including parental leave. The organization is committed to diversity and inclusion, ensuring equal opportunity for all applicants regardless of gender, gender identity, religion, race, ethnicity, sexual orientation, or disability. The role is full-time and requires flexibility to work in close coordination with both on-site and offshore teams.