Description

IFC—a member of the World Bank Group—is the largest global development institution focused on the private sector in emerging markets. We work in more than 100 countries, using our capital, expertise, and influence to create markets and opportunities in developing countries. In fiscal year 2022, IFC committed a record $32.8 billion to private companies and financial institutions in developing countries, leveraging the power of the private sector to end extreme poverty and boost shared prosperity as economies grapple with the impacts of global compounding crises. For more information, visit www.ifc.org.

About the Department

The Corporate Information Technologies Department (CIT) provides specialized support to IFC for key business applications. CIT is part of the World Bank Group’s Information and Technology Solutions (ITS) organization, which provides IT and information management solutions and support to the WBG including all Country Offices

About the Hiring Unit

The CITDR Cross Cutting Support team is a compliance function that ensures sound management best practices are enforced across all IT development and maintenance initiatives. It is also part of the IFC CIO office responsible for the Helpdesk and IT Risk Management, covering the areas of Control & Compliance, Quality Assurance, and Release Management. This position will report directly to the Cross Cutting Function Lead. The position will be based in Washington DC.

Duties and Accountabilities:
•  Support the Cross Cutting Function Lead in implementing Service Management processes across CIT
•  Chair the Local CAB and all CIT Change and Release related meetings, ensuring changes meet the readiness criteria and provide detailed/accurate information, conduct changes post-implementation review and analysis
•  Ensure all policies and processes pertaining to CIT Change and Release Model are adhered to by all stakeholders involved in the Change and Release process for IFC systems, including CIT Portfolios and CIT Architecture group
•  Partner with IT stakeholders across ITS and CIT units to facilitate close collaboration and alignment for all changes and releases readiness pre-work and review, ensuring streamlined governance and compliance in all changes performed by CIT
•  Manage the CIT Release Calendar to provide visibility and accuracy on future planned changes, keeping the information consistent and up to date
•  Represent CIT at the Global CAB meetings and Global CAB working group sessions, to ensure CIT’s changes, requests, and interests are represented, surfaced, and fulfilled at the WBG level
•  Partner with Problem Management team to facilitate close collaboration in monitoring, analyzing, and reviewing problems and issues surfaced within IFC systems, identify relationship with changes introduced, and work diligently with project teams on a comprehensive root cause analysis and process improvement, to ensure the source of failure is not repeated in the future
•  Manage CIT Risks in coordination with the Risk Manager, and in close collaboration with ITS Risk Management Unit, Corporate Risk Management Unit, and multiple stakeholder groups. Periodically review processes and defined standards/thresholds, monitor identified risk areas based on agreed KRIs, continual monitoring of risk events to analyze impact, consequences, and corrective measures
•  Produce comprehensive reports for all the covered areas and activities of the unit, providing KPIs and clear and concise information to identify trends and potential trouble areas, to allow data-driven decision making from the CIT Senior Management team
•  Support the overall continuous improvement of the CIT Change and Release Management, CIT Problem Management, and CIT Risk Management artifacts, tools, policies, and processes, to ensure optimum performance of the department in compliance, risk mitigation/avoidance, problem resolution, and to support CIT portfolios in performing safe and well-controlled changes into IFC systems
•  Be an evangelist of the CITDR Cross Cutting Support unit processes, including Change and Release Management, Problem Management, and Risk Management
•  Liaise and closely collaborate with other functions within the CITDR Cross Cutting Support unit, including Incident Management and Central Quality Assurance
•  Support the CITDR Cross Cutting Support unit in all new initiatives and enhancement plans, to help improving the overall service quality delivered by CIT to its internal clients

Selection Criteria

•  Education: Bachelor’s Degree in Computer Science or related fields, Master’s Degree in Computer Science or related fields preferred
•  Role Specific Experience: 8+ years of IT experience in application development and support, including ticketing/workflow and monitoring tools
•  3+ years of experience in implementing ITIL solutions, including change and release management module
•  Experience with ticket management tools such as ServiceNow, JIRA, Remedy, etc.
•  Experience with CMDB solutions, including definition of CIs
•  Experience in ITSM practice, managing various ITIL process roles, viz., Incident Manager, Asset and Configuration Manager, Problem Manager, and Change Manager (preferred)

Certification Requirements
•  ITIL v4 Foundation certification

Required Skills / Abilities
•  Excellent presentation skills, verbal and written communication, interpersonal and facilitation skills
•  Deep knowledge of IT service management process and quality management
•  Advanced knowledge of change and release management tools
•  Good documentation and analytical skills
•  Great conflict resolution and relationship management with senior management team and cross-unit stakeholders across the organization

World Bank Group Core Competencies

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.

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