ITSM Analyst - SACM & Service Mapping

World Bank, Washington, United States

Skill Required:, IT and ICTMedia and Communication
Preferred Experience: 
1 to 3 Years
Closing Date for Applications: 
14th February, 2020

Job Description


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 IT Analyst plays a crucial role providing operational support to the Service Asset and Configuration Management (SACM) process and 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 Service Asset and Configuration 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 develop online training materials and conduct face-to-face or WebEx training sessions.

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, configuring MID servers, reconciliation rules, discovery schedules, credentials, service mapping and other discovery related operational activitiesObtain, continuously monitor and troubleshoot as necessary required credentials for discovery of the infrastructure and application componentsIdentify, monitor and ensure issues related to MID servers are resolved in a timely mannerContinuously monitor discovery reports/logs and work with IT Service teams to troubleshoot and resolve errors on a timely mannerEnsure discovery of new and existing infrastructure components, and automated population of CMDB dataAnalyze exceptions related to probes and patterns thoroughly and contribute to the modification to out of the box configurationsCollaborate 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 ServiceNow platform and ITSM processesDesign process for onboarding application service mapping Develop and maintain dashboards and granular reports to show progress of discovery and service mapping
Selection Criteria

Master’s degree with 2 years relevant experience or Bachelor’s degree in engineering, information technology, business management or a related field with a minimum of 4 years relevant experienceMinimum 2 years of experience with ServiceNow implementation experience for large, complex environments with specifically with Discovery and Service MappingMinimum 3 years of experience with ServiceNow IT Service Management (ITSM) solutions specifically with ServiceNow Asset, Configuration Management (CMDB), Change Management, Incident Management and Problem ManagementKnowledge of Web and Application Servers, Load Balancers, Databases, and Virtualization (WebSphere, MQ, IIS, Apache, VMware) conceptsKnowledge 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 conceptsSolid experience and proficiency in vlookup, hlookup, pivot tables, graphs, charts, table properties, absolute and relative referencesKnowledge of Python programming language is a huge plusStrong analytical and problem-solving abilityExcellent verbal and written communication skills and a proven ability to interact professionally with a diverse groupITIL Foundation certification is a plus. Must have knowledge of and experience in business process reengineering and data analytics.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. Ability to analyze process issues at both a high level and detailed level and be able to formulate and develop recommendations.
Strong sense of urgency necessary to meet objectives and deadlines; self-starter, must have initiative.Strong administrative and project management skillsFlexibility and ability to prioritize conflicting demands in high-pressure and time-critical situations. Ability to multi-task, excellent time management skills and highly organized.


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