World Bank Information Analyst – System Analysis Job Vacancy in Chennai, India

Background / General description
The Information Solutions Group (ISG) is the World Bank’s central function for the provision of information and technology services to the Bank’s business units. Bank IT strategy is designed to align IT initiatives with the Bank’s business strategy. The overarching objective is to ensure that end-users have the information and systems to do their job at HQ and in the Country Offices. The management of most of the end-user IT services, business solutions and the underlying technology infrastructure is centralized with ISG. Through the work and services provided to staff and member countries, ISG staff contributes to the Bank’s mission of “Working for a World Free of Poverty.” ISG also is committed to the Bank’s Guiding Principles and Core Values.

Our Guiding Principles:
*Client centered;
*Working in partnership;
*Accountable for quality results;
*Dedicated to financial integrity and cost-effectiveness;
*Inspired and innovative.

Our Core Values:
*Personal honesty, integrity, and commitment;
*Working together in team – with openness and trust;
*Empowering others and respecting differences;
*Encouraging risk-taking and responsibility;
*Enjoying our work and our families.

ISG Business Systems Group:
Within ISG, the ISGBU group develops and supports several core business applications for the Bank Group using SAP, Remedy and state of the art Java and web development tools. The team works closely with business offices, other WBG IT teams and with contractual services partners globally to deliver these services. The applications and business processes supported include an order fulfillment system (e-Services), internal chargeback systems, corporate directory systems, BMC Remedy ITSM suite of applications including help desk and change management systems, PC inventory management, contractor time recording system and learning management system. Remedy platform applications include Service Desk (Incident Management, Problem Management), Service Level Management, Change Management, Asset Management, Configuration Management and other customized applications. These applications are utilized across four (4) service desks which include World Bank (WB), International Finance Corporation (IFC), Human Resources (HR), and General Services Department (GSD). ISGBU is currently in the process of re-implementing Remedy to version 7.6.x which includes an IT Service Management (ITSM) platform.

Note: If the selected candidate is a current Bank Group staff member with a Regular or Open-Ended appointment, s/he will retain his/her Regular or Open-Ended appointment. All others will be offered a 4 year renewable term appointment.

Duties and Accountabilities
This job posting is for an analyst who will lead the design, development and maintenance of applications configured or built using the Remedy 7.6.x platform. The candidate will provide design, development and maintenance support for Remedy 7.6.x applications.
– Directly work with the business users, analyze and write business requirements to address business problems/issues
– Design, develop and deploy new Remedy applications and medium to large enhancements to existing Remedy applications as per the CMM guidelines established by ISG
– Develop project plans, track development and enhancement tasks and prepare weekly/monthly status reports
– Coordinate testing of Remedy applications for all infrastructure related upgrades including security related upgrades
– Coordinate development work with offshore contractors team
– Serve as the focal point for the primary business contacts/leads on all issues related to the production operation of the relevant systems
o Diagnose application failures and develop and deploy fixes
o Provide tier 3 support for help desk tickets o Coordinate with BMC (the Remedy product vendor) for problem diagnostics
o Apply periodic and as needed vendor supplied patches/fixes o Collect availability, performance and workload statistics and generate periodic reports

Selection Criteria
• Professional degree in software or systems engineering, computer science, information systems management or equivalent.
• Minimum of four years of relevant experience, including three years of having performed well in supporting/maintaining large Remedy installations.
• In-depth functional knowledge of Remedy applications, proficient in installing and configuring Remedy applications on Unix systems.
• Functional knowledge of environmental software such as Unix OS, Web application platforms such as Tomcat.
• Thorough understanding of Remedy SMPM processes
• Expertise in ITIL best practices and its implementation in Remedy
• Expertise in using Remedy CMDB and AIE to integrate with other external systems
• Expertise in implementing SLM in tracking the ticket handling time at each Tier level and how that can be reported for KPIs
• Remedy certification is a plus
• Design and documentation skills for implementation of business solutions. e.g. solution approach, impact analysis, functional specifications, unit and integration test plans
• Excellent verbal and written communication skills.
• Demonstrated team player with a results oriented track record, with the maturity to escalate issues as needed.
• Proven ability to learn new functionality and technologies quickly.
• Experience in delivering quality-centric support and solutions
• Knowledge of compliance requirements with CMM and ICFR controls and audits
• Proven experience in software development/maintenance and ability to work with teams distributed across geographical locations.


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