IT Analyst, Business Solutions

Job Description IT Analyst, Business Solutions Job #: req34908 Organization: World Bank Sector: Information & Communication Technology Grade: GE Term Duration: 4 years 0 months Recruitment Type: Local Recruitment Location: Chennai,India Required Language(s): English Preferred Language(s) Closing Date: 11/21/2025 (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 incumbent will work on the eServices/ServiceNow team to support and develop service catalogs, build SLAs, Flow Designer, customer applications and customize modules. As a unit within the Finance ITS (ITSTO), ITSSG is responsible for defining technology strategy and governance frameworks to align technology initiatives with WBG's business goals. The unit fosters cross-functional collaboration among tech teams, business units and external partners to ensure WBG's needs are met. ITSSG promotes governance and process alignment to catalyze business agility and optimizes technology investments to enable innovation, efficient scaling, compliance, resilience, and sustainability. Duties And Responsibilities - Support clients and internal business processes based on ServiceNow platform. Incident & Problem Management, Asset Management and CMDB, Change & Release management, SLM, - Service Catalog with customization and build in-house applications - Assist in developing new custom applications or customizing OOTB applications - Provide production support if needed for the supported applications - Design testing plans and carry out the testing for the above - Write necessary scripts to customize the applications. Selection Criteria - Masters or Bachelors with a minimum of 5 years of experience. - Should have certified as ServiceNow Developer/ServiceNow Implementation Specialist. Essential Job Functions & Required Skills - Perform day-to-day administration of the ServiceNow. - Maintain business services and configuration item relationships in ServiceNow. - Develop and manage application code, user interface, and third-party integration components. - Develop necessary development documentation as needed e.g., project plan, technical design, developer notes, user manual etc. - Performs core configuration tasks including system policies, business rules and client scripts. - Experience working with Business Rules, Client Scripts, UI Policies, UI Scripts, UI Actions, UI Pages, Script Includes, Access Control Lists, Flow Designer, Agent workspace, Service Portal, Workspace, etc.. - Manage data with Tables, the CMDB, Import Sets, and Update Sets. - Creates Workflow activities and approvals. Implement new workflows that use a variety of activities to understand how records are generated from workflows. - Perform migration activities Dev to QA, QA to Prod. - Coordinates Service Catalog options, including two-step checkout, cart controls, and variables. - Investigate performance issues, learn troubleshooting tools, and use system logs to find issues. - Deep understanding of REST, WSDL, JSON and ability to integrate with other third-party applications like SPLUNK, APP Dynamics, sub-admin roles, etc. - Post roll out production support. Experience of handling Bug Fixes and Enhancement requests. - Expert in JavaScript, JQuery, prototype and Jelly scripting used in ServiceNow. - Knowledge of working with different kinds of scripts in ServiceNow and their order of execution. - Experience working with email notifications, inbound actions, reports, gauges, and home pages. - Experience in creating catalog items, wizards, record producers, interceptors, user guide. - Experience in the creation and customization of complex workflows and custom workflow activities. - Experience in transform maps, data sources and different transform scripts for data loads and management. - Experience in scheduled jobs, events and triggers to manage business needs and handle background work. - Experience in complex UI customization and UI macros. - Experience in the installation of ServiceNow upgrades and/or service packs. - Develop and improve user systems procedures and prepare systems documentation. Non-Technical Skills - Excellent analytical, problem-solving, and organizational skills. - Ability to function independently with limited direction and guidance. - Strong commitment to quality and out of the box mindset. - Good verbal, written, and interpersonal communication skills. - Establishes and maintains effective communications with customers, other technology specialists, and vendors about services. - Ability to take initiative and work without supervision. - Establishes and maintains effective communications with customers, other technology specialists, and vendors about services. - Excellent interpersonal skills, high motivation, responsibility, self-organization, and willingness to work in a dynamic atmosphere. - Strong collaboration and group facilitation skills. - Make Smart Decisions - Leverages available data and makes timely decisions. Teamwork - Flexibility to work in close coordination with on-site and offshore teams, as well as support end-users across the globe. - Ability to work collaboratively in a fast-paced, internationally diverse work environment are essential. - Ability to mentor junior/senior team members and colleagues. WBG Culture Attributes - Sense of urgency: Anticipate and quickly respond to the needs of internal and external stakeholders. - Thoughtful risk-taking: Challenge the status quo and push boundaries to achieve greater impact. - Empowerment and accountability: Empower yourself and others to act and hold each other accountable for results. 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.