ITSM Analyst - CMDB & Service Mapping

World Bank, channai, India

Skill Required:, IT and ICT
Preferred Experience: 
2 years of relevant work experience
Closing Date for Applications: 
31st January, 2020

Job Description


About the World Bank Group:

Established in 1944, the WBG is one of the world’s largest sources of funding and knowledge for development solutions. In fiscal year 2018, the WBG committed $67 billion in loans, grants, equity investments and guarantees to its members and private businesses, of which $24 billion was concessional finance to its poorest members. It is governed by 189-member countries and delivers services out of 120 offices with nearly 15,000 staff located globally.

The WBG consists of five specialized 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). The World Bank is organized into six client-facing Regional Vice-Presidencies, several corporate functions and thirteen Global Practices to bring best-in-class knowledge and solutions to regional and country clients.

Information and Technology Solutions (ITS) enables the WBG to achieve its mission of ending extreme poverty by 2030 and boosting shared prosperity in a sustainable manner by delivering transformative information technologies to its staff working in over 130 client countries.

ITS services range from: establishing the infrastructure to reach and connect staff and development stakeholders; providing the devices and agile technology and information applications to facilitate the science of delivery through decentralized services; creating and maintaining tools to integrate information across the World Bank Group, the clients we serve and the countries where we operate; and delivering the computing power staff need to analyze development challenges and identify solutions. The ITS business model combines dedicated business solutions centers that provide services tailored to specific World Bank Group business needs and shared services that provide infrastructure, applications and platforms for the entire Group. ITS is one of three VPUs that have been brought together as the World Bank Group Integrated Services (WBGIS), to provide enhanced corporate core services and enable the institution to operate as one strategic and coordinated entity.

The ITS Information Security and Risk Management (ITSSR) unit, headed by the Chief Information Security Officer (CISO), provides leadership in managing the functions and activities of information security and risk management, IT service management and business continuity, sourcing and vendor management, and enterprise architecture across the World Bank Group, enabling the achievement of WBG’s business objectives.

Duties and Accountabilities:

The candidate will be responsible for, but not limited to the following:

Lead the operation, maintenance and continual improvement of the Discovery and Service Mapping service.Obtain, continuously monitor and troubleshoot as necessary required credentials for discovery of the infrastructure and application components.Identify, monitor and ensure issues related to MID servers are resolved in a timely manner.Continuously monitor discovery reports/logs, troubleshoot and resolve errors on a timely manner.Explore and identify data attributes required in the CMDB that can be populated using discovery.Ensure discovery of new and existing infrastructure components, and automated population of CMDB data.Perform all required preparatory work for each application service mapping.Perform day to day administration of the ServiceNow Service Mapping tool, including mapping additional defined business services into the tool.Review, modify and develop ServiceNow discovery patterns as needed.Analyze exceptions related to probes and patterns and assist with modification to out of the box configurations.Mine existing data repositories for necessary information to complete service mapping.Validate service maps to ensure all dependencies are captured accurately.Operationalize service maps to be used throughout ServiceNow platform and ITSM processes.Create and maintain a Service Portal request to facilitate service mapping on-boarding.Develop and maintain granular reporting and dashboard on CMDB data discovered and applications mapped.Provide overall support in the operations of the SACM Process. Assist the Service Asset and Configuration manager in running the process and provide guidance to the CMDB Coordinators.Conduct awareness campaigns and learning programs.
Selection Criteria

Master’s degree with 2 years relevant experience or Bachelor’s degree in engineering, information technology, Management Information systems or a related field with a minimum of 4 years’ experience as a business analyst.In-depth implementation experience with ServiceNow Discovery and Service Mapping for large, complex environments.Minimum 2 years of experience supporting ServiceNow Discovery and Service Mapping.Minimum 2 years of experience supporting and managing ServiceNow IT Service Management (ITSM) solutions specifically with ServiceNow Configuration Management (CMDB).Knowledge of Web and Application Servers, Load Balancers, Databases, and Virtualization (WebSphere, MQ, IIS, Apache, VMware) concepts.Knowledge of network concepts (routers, switches, firewalls, NAT, load balancing).Knowledge of server-side object-oriented JavaScript, Unix Shell scripting, Windows scripting, Powershell, XML, and JSON/script language concepts.Strong analytical and problem-solving ability.Excellent verbal and written communication skills and a proven ability to interact professionally with a diverse group.ITIL Foundation certification is a plus.Must have knowledge of and experience in business process reengineering and data analytics.


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