Knowledge Management Analyst

World Bank Group

New Delhi, India

Experience: 3 to 5 Years

Skill Required: Media and Communication

Do you want to build a career that is truly worthwhile? Working at the World Bank provides a unique opportunity for you to join us to help our clients solve their greatest development challenges. The World Bank (WB) is one of the largest sources of funding and knowledge for developing countries; a unique global partnership of five institutions (IBRD, IDA, IFC, MIGA, and ICSID) dedicated to ending extreme poverty, increasing shared prosperity, and promoting sustainable development on a livable planet. 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.

The WB Finance & Accounting (WFA) Vice Presidency is responsible for all aspects of the financial reporting and internal control framework for IBRD and IDA, and the extensive Trust Fund/Partnership portfolio of the WB entities. It supports an appropriate fiduciary control framework and administering disbursements for Bank lending and leads the client service function for the WB’s corporate expenses.
Organizationally, WFA is comprised of three departments: (1) Corporate Accounting and Reporting, (2) Trust Funds and Loans, and (3) Financial Controls. In Controller’s our mandate supports both internal and external clients while we focus on delivery, optimization, impact, and people & culture.

WFA AskAccounting Chennai (WFAAN):

Within WFA, AskAccounting (WFAAN) is in Chennai and performs these core functions: 

  • •  Client Support on queries related to payment, travel, requesting and paying for goods and services, payroll, accounts receivable, tax, country office accounting and vendor master records.
  • •  Documentation for the Accounting Business Services website and communication to RM family, transaction specialists (TSps) and task team leaders (TTLs).
  • •  Transaction Support including – 1) Transaction Specialist Portfolio (TSp Portfolio) provides learning, accreditation and outreach support to TSps. 2) Credit limit increases on Global travel card.
  • •  Vendor Call Backs requesting confirmation from vendors on change requests to their master data.

WFAAN is looking to recruit a suitable candidate for the Knowledge Management Analyst position in the team. The candidate should be willing to work night shifts and be flexible to change shifts based on business requirements.  

What you will do:

  • The Knowledge Management Analyst at AskAccounting will be responsible for these core functions:

Service Desk:

  • Work with the Team Lead to plan and allocate resources for desk coverage 
  • Supervise the night-shift service desk operations
  • Manage log-off and break scheduling
  • Monitor agent first contact rate (FCR), turnaround time (TAT) and day-to-day login 
  • Coordinate with respective vendors to ensure smooth functioning of the service desk tools
  • Manage leave and back-ups in consultation with the Team Lead
  • Initiate meetings with business owners/ITS regularly to resolve pending issues and share enhancements received
  • Manage the daily, weekly, monthly, and quarterly reports for the unit
  • Manage quality assurance for the unit; train and certify new reviewers; review calls and emails of the team and provide feedback to analysts 
  • Identify training needs, review training material, coordinate and/or deliver training for the unit; maintain a training calendar for the unit; mentor new trainers
  • Manage first level escalations and coordinate with business units whenever required
  • Plan and execute unit level projects 
  • Review internal processes and suggest process improvements 
  • Provide subject matter expertise on any of the content areas
  • Provide client support via phones and emails


  • •  Plan and allocate resources for the documentation portfolio in consultation with the Team Lead
  • •  Manage regular documentation tickets and projects
  • •  Liaise with business units to clarify documentation requirements; participate in documentation project meetings
  • •  Ensure news items are triaged and posted to the website; ensure that travel related kiosks are posted to myTravel; ensure kiosks are submitted to 

Internal Communications within TAT:

  •  Author and review announcements and kiosks
  • Manage project, fiscal year-end, regular and ad hoc related announcements

Transaction Specialists Portfolio:

  • Manage resources to ensure business continuity 
  • Review and update the learning material for transaction specialists; respond to participant questions within TAT; review final accreditation worksheets and learning review documents
  • Manage Transaction specialists role approvals in SAP as per required criteria; maintain all relevant documents.

Selection Criteria:
What you will bring:

Candidates must have:

  • Bachelor’s or Master’s degree in a relevant discipline
  • A minimum of five years of relevant experience with a multinational organization
  • Strong communication skills, including the ability to explain and express views/opinions clearly and confidently without errors
  • Strong analytical skills and attention to detail
  • Project management skills
  • The ability to gather, organize, and present data in a user-friendly format
  • Proficient in using MS Word, Excel, and PowerPoint, Power BI and Power tools
  • Should be client focused, flexible and work effectively with other staff in the unit and outside.
  • Ability to deal sensitively in a multi-cultural environment and build effective working relations with clients and colleagues.