World Bank

Senior IT Assistant (CMDB, Discovery & Service Mapping)

World Bank

Job Description

SACM - Senior IT Assistant CMDB, Discovery & Service Mapping Job #: req10620 Organization: World Bank Sector: Information Technology Grade: GD Term Duration: 3 years 0 months Recruitment Type: Local Recruitment Location: Sofia,Bulgaria Required Language(s): English Preferred Language(s): Closing Date: 2/3/2021 (MM/DD/YYYY) at 11:59pm UTC Description

About the World Bank Group:

Established in 1944, the World Bank Group (WBG) is one of the largest sources of funding and knowledge for developing countries; a unique global partnership of five institutions: the International Bank for Reconstruction and Development (IBRD), the International Development Association (IDA), the International Finance Corporation (IFC), the Multilateral Investment Guarantee Agency (MIGA), and the International Centre for the Settlement of Investment Disputes (ICSID). With 189 member countries and more than 120 offices worldwide, the WBG works 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.

Duties and Accountabilities:

The candidate will be responsible for, but not limited to the following: ServiceNow Discovery and Service Mapping

Provide support in the implementation, operation and maintenance of the ServiceNow Discovery and Service Mapping applications including but not limited to, discovery schedules, credentials, service mapping and other discovery related operational activities.Obtain, continuously monitor and troubleshoot as necessary required credentials for discovery of the infrastructure and application components.Continuously monitor discovery reports/logs and work with IT Service teams to troubleshoot and resolve errors on a timely manner.Ensure discovery of new and existing infrastructure components, and automated population of CMDB data.Analyze exceptions related to probes and patterns thoroughly and contribute to the modification to out of the box configurations.Collaborate with application owners and SMEs on service mapping exercises including collecting preparatory data by mining existing repositories to understand the application, validating maps to ensure dependencies are captured, obtaining sign-off and operationalizing the maps for use throughout.Support and operationalize the onboarding application service mapping process.Develop and maintain dashboards and granular reports to show progress of discovery and service mapping.

Service Asset and Configuration Management

Provide overall support in operations, participate in governance meeting, provide guidance to the CMDB Coordinators and assist the SACM manager in running the process.Maintain accuracy of Configuration Management Database (CMDB), assist in improving quality of data in the CMDB and assist in the cleanup/update of Configuration Item (CI) attributes in the CMDB.Validate and ensure the correctness of CI relationships and dependencies mapped and captured in the CMDB.Contribute to and provide inputs for the development and the execution of the SACM Process Improvement Plan.Provide support to internal and external audits related to the accuracy of CI data in the CMDB and of the SACM process itself.Update and maintain the SACM and CMDB Procedure and SOP documents with periodic revisions to reflect improvements to the process.Configure and build dashboards, CMDB Health and Data Certification to manage data compliance.Develop and host periodic awareness / learning campaigns.Review and update online training materials and conduct face-to-face or WebEx training sessions.

Selection Criteria

Bachelor's degree with a minimum of 3 years relevant experience or Associates Degree with a minimum of 5 years relevant experience working in the area of IT Service Management particularly Service Asset and Configuration management and other core ITSM processes.Minimum 2 years of demonstrated experience with ServiceNow implementation experience for large, complex environments specifically with Discovery and Service Mapping. Demonstrated experience must include Discovery and Service Mapping related activities such as CI identification and reconciliation rules (identification reconciliation engine), creating discovery schedules, reviewing and troubleshooting discovery and service mapping logs, and creating new or modify existing patterns.Must have completed the service mapping of large and complex applications in the Cloud (PaaS, IaaS) and hybrid application hosting model including development of custom patterns and/or modifying out-of-the-box patternsMinimum 2 years of demonstrated experience with ServiceNow IT Service Management (ITSM) solutions specifically with ServiceNow Asset and Configuration Management (CMDB)Intermediate ability to comprehend, modify and create server-side object-oriented Javascript, Unix Shell scripting, Windows scripting and Powershell.In-depth knowledge of Web and Application Servers, Load Balancers, Databases, and Virtualization (WebSphere, MQ, IIS, Apache, VMware)Intermediate Windows and Unix Administration skills.Demonstrated knowledge with network concepts (routers, switches, firewalls, NAT, load balancing)Demonstrated knowledge with XML and JSON/script language concepts.Demonstrated knowledge with CyberArk as external ServiceNow credential store.Knowledge of Python programming language is a huge plus.Solid experience and proficiency in vlookup, hlookup, pivot tables, graphs, charts, table properties, absolute and relative references is a huge plus.ITIL Foundation certification is a plus.Excellent verbal and written communication skills and a proven ability to interact professionally with a diverse group.Excellent analytical abilities, including ability to review raw data and formulate higher level reporting to management.Solid knowledge and ability to diagnose and resolve problems independently, as well as in collaboration with a team.Strong sense of urgency necessary to meet objectives and deadlines; self-starter, must have initiative.Strong administrative and project management skills.Flexibility and ability to prioritize conflicting demands in high-pressure and time-critical situations.Ability to multi-task, excellent time management skills and highly organized.Ability to work independently and within groups, must be self-motivated and able to work independently with minimal supervision.Ability to build and sustain cooperative and collaborative relationships in a multicultural team environment.Highest ethical standards.

Poverty has no borders, neither does excellence. We succeed because of our differences and we continuously search for qualified individuals with diverse backgrounds from around the globe.
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