World Bank Group Looking for IT Officer – SACM at Chennai, Tamil Nadu Full Time

Job #: req17546

Organization: World Bank

Sector: Information Technology

Grade: GF

Term Duration: 3 years 0 months

Recruitment Type: Local Recruitment

Location: Chennai,India

Required Language(s): English

Preferred Language(s):
Closing Date: 6/3/2022 (MM/DD/YYYY) at 11:59pm UTC

Description

Do you want to build a career that is truly worthwhile? Working at the World Bank Group provides a unique opportunity for you to help our clients solve their greatest development challenges. The World Bank Group is one of the largest sources of funding and knowledge for developing countries; a unique global partnership of five institutions dedicated to ending extreme poverty, increasing shared prosperity and promoting sustainable development. With 189 member countries and more than 120 offices worldwide, we work 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. For more information, visit www.worldbank.org

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.

The ITS Information Security and Risk Management (ITSSR) unit, headed by the Chief Information Security Officer (CISO), is responsible for providing leadership in managing the information security and risk functions and activities across the World Bank Group, enabling the achievement of WBG’s business objectives. ITSSR supports and facilitates a risk aware culture, ensuring that WBG information assets are protected in an effective, efficient, and balanced manner and IT security and risk management efforts throughout the World Bank Group are coordinated and aligned to the Bank’s business and IT strategy. ITSSR comprises of the following functions: Security Operations, Risk Management and Advisory, IT Policy, IT Compliance, Service Management, Business Continuity, and Sourcing and Vendor Management.

ITSCB unit within ITSSR is seeking an experienced IT Officer (Business Management) who will provide support to its IT Service Asset and Configuration Management process.

Duties and Accountabilities:
The SACM-CMDB IT Officer plays a crucial role in providing operational leadership and support to the effectiveness of the Service Asset andConfiguration Management (SACM) process, Discover, and Service Mapping program. The candidate will be responsible for, but not limited to thefollowing:

Service Asset and Configuration Management

• Assists the Service Asset and Configuration manager in managing SACM process, maintain governance and address any control issues.
• Provides technical and process related guidance to team members and CMDB Coordinators.
• Analyzes Configuration Management Database (CMDB) data, recommend solutions in continuously improving the quality of data in the CMDB.
• Ensures effective compliance with SACM process by validating the accuracy of CMDB data.
• Recommends and implements SACM process enhancements; Produces process workflows. Revises, updates, and maintains CMDB Procedures, SOPs and KB articles to reflect improvements to the SACM process.
• Proposes, designs, and/or implements enhancements and modifications to improve overall CMDB structure (not limited to updates to the CMDB data model and CI classes).
• Provide support to internal and external audits related to the accuracy of CI data in the CMDB and of the SACM process itself.
• Designs and produces reports, dashboards, CMDB Health view and Data Certification to manage data compliance and maintain the health of CMDB.
• Measures, reviews, and analyzes the effectiveness, efficiency, and maturity

of SACM process; Collects and provides key management reporting of KPIs & metrics.

• Designs and conducts awareness campaigns and learning programs.
• Delivers online training materials and conduct face-to-face or virtual (WebEx or Teams) training sessions in local office.

ServiceNow Discovery and Service Mapping

• Provides technical guidance and support in the 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.
• Proposes solutions to auto-populate additional data attributes for Discovery and connections Service Maps by creating new patterns and/or update existing patterns.
• Proposes, designs, and/or implement custom solutions to enhance Discovery and Service Mapping to address WBG specific business use cases.
• Analyzes discovery data, reports/logs, help with the identification of errors and work with subject matter experts (SMEs) to troubleshoot and resolve issues.
• Provides guidance to teams to gather required preparatory work and gather application information for service mapping activities.
• Performs end-to-end service mapping activities and collaborate with application and IT teams to validate components on map, receive confirmation, and sign off.
• Produces reports and dashboard for Discovery and Service Mapping to highlight issues and progress.
• Assists team members with upgrade conflict review and resolution. Analyzes new ServiceNow features, fixes, releases related to ITOM module (Discovery and Service Mapping) and make appropriate recommendations and agreement for implementation.

Selection Criteria

• Master’s degree with 5 years relevant experience or Bachelor’s Degree with a minimum of 7 experience as a SACM, Discovery, and Service Mapping process practitioner in ServiceNow for a large enterprise.
• Demonstrated hands-on experience with ServiceNow Discovery and Service Mapping.
• Demonstrated experience with ServiceNow ITSM modules in designing and managing the SACM & governance processes, including the maintenance of the integrity of the CMDB.
• Demonstrated experience in managing the CI lifecycle with the ability to perform data analysis in keeping track of discovered CIs and its relationships as well as stale CIs and its relationships.
• Demonstrated experience in performing Service Asset and Configuration management process compliance validation and audit checks.
• Strong analytical skills, ability to think outside the box and be creative in troubleshooting and resolving issues related to Discovery, SACM process and CMDB CIs.
• Knowledge of Web and Application Servers, Load Balancers, Databases, and Virtualization (WebSphere, MQ, IIS, Apache, VMware) and server concepts.
• Knowledge of network concepts (routers, switches, firewalls, NAT, load balancing).
• Demonstrated experience with configuring and building the ServiceNow CMDB Health Dashboard and Data Certification modules.
• Hands-on experience with building moderate to complex reports and dashboards utilizing CMDB and ITSM (Change, Incident, Problem, Release) data using tools similar to ServiceNow Report and Performance Analytics, such as Splunk, Tableau, SharePoint, Power BI, etc.
• Experience in delivering face-to-face and virtual training sessions on ServiceNow ITSM modules particularly SACM, Discovery and Service Mapping.
• Knowledge of server-side object-oriented JavaScript, Unix Shell scripting, Windows scripting, PowerShell, XML, and JSON/script language concepts is a plus.
• Excellent verbal and written communication skills and a proven ability to interact professionally with a diverse group.
• ITIL Foundation certification is required.

World Bank Group Core Competencies

The World Bank Group offers comprehensive benefits, including a retirement plan; medical, life and disability insurance; and paid leave, including parental leave, as well as reasonable accommodations for individuals with disabilities.

We are proud to be an equal opportunity and inclusive employer with a dedicated and committed workforce, and do not discriminate based on gender, gender identity, religion, race, ethnicity, sexual orientation, or disability.

Learn more about working at the World Bank and IFC, including our values and inspiring stories.