Job Description

Job #:
req24008


Organization:
World Bank


Sector:
Information Technology


Grade:
GD


Term Duration:
3 years 0 months


Recruitment Type:
Local Recruitment


Location:
Chennai,India


Required Language(s):
English


Preferred Language(s):



Closing Date:
9/14/2023 (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. Unit Context: The ITS Information Security and Risk Management (ITSSR) unit, headed by the Chief Information Security Officer (CISO), is responsible for providing leadership in managing the information security and risk functions and activities across the World Bank Group, enabling the achievement of WBG\'s business objectives. ITSSR supports and facilitates a risk aware culture, ensuring that WBG information assets are protected in an effective, efficient, and balanced manner and IT security and risk management efforts throughout the World Bank Group are coordinated and aligned to the Bank\'s business and IT strategy. ITSSR comprises of the following functions: Security Operations, Risk Management and Advisory, IT Policy, IT Compliance, PMO, Business Continuity, and Sourcing and Vendor Management. The Sourcing and Vendor Management Office (SVMO) is part of ITSRC \xe2\x80\x93 Risk & Compliance, within Information and Technology Solutions (ITS) Vice Presidency of World Bank Group. SVMO\xe2\x80\x99s responsibilities include the management of all IT sourcing activities of both internal and external service providers, as well as providing sourcing related support to the World Bank Group. The activities of the SVMO include providing strategic direction for ITS on sourcing related activities, ensuring alignment with overall ITS strategies, and providing leadership in managing the identification of vendors and of the appropriate contracting vehicles to support ITS functions. SVMO plays a monitoring role to ensure vendor compliance and responsiveness, provides senior management with sourcing related quantitative analysis to help current and future sourcing decisions, manages the day-to-day business operations and client support of a full-service procure-to-pay vendor management system platform, and monitors sourcing activities in the industry to ensure that the WBG follows the best practices in the industry. Also, the SVMO acts as point of contact for operational matters between service providers, BPS\'s Procurement Unit and World Bank Group IT services procurers. SVMO emphasizes focus and discipline to tie supply to demand and deliver business value. Duties and Accountabilities The SVMO/ITSRC seeks a Senior IT Assistant who will report to the Team Lead of the Client Services and Systems Support team. The successful candidate should be organized, multi-disciplined, and able to perform both standardized and time-sensitive tasks in a fast-paced client-facing customer support environment with competing deliverables. Roles and Responsibilities:

• Perform IT Labor Sourcing Client Services Functions such as:

o Provide strategic sourcing consultation and guidance to WBG Project Managers on appropriate sourcing models (e.g. Staff Augmentation, Hourly Time & Material) o Review and Approve s and Statements of Work (SOWs) for Hourly Time & Material Work Orders, Managed Time & Material, and Firm Fixed Price engagements o Respond to client and vendor questions regarding processes, procedures, policies, and workflows of the IT Vendor Management System and the SVMO o Develop and deliver custom training documentation or materials on sourcing activities and/or systems to end users and vendors

• Support the IT Vendor Management System and Operational Functions such as:

o Perform Tier 2 and Tier 3 support activities for end users, vendors, and key stakeholder units such as AskAccounting, Peoplesoft, SAP, and BPS o Document incidents, research and identify root cause(s), and provide resolution steps to end users / key stakeholders through WBG\xe2\x80\x99s Incident Management System (ServiceNow) o Monitor the IT VMS workflow queues and perform triaging activities as required or directed by the Team Lead o Review, Approve, and Distribute Job Postings according to established procedures o Provide guidance and support to the Global Support Service (GSS) Desk Analysts responsible for providing Tier 1 support of the IT Vendor Management System o Develop, publish, and refresh Knowledge Articles annually or as needed to support the GSS Desk\xe2\x80\x99s operations and knowledge transfer o Manage the data validation and approval processes in the IT Vendor Management System for workers onboarded/offboarded for Managed Projects/Services Purchase Orders under established Service Level Agreements (SLAs) o Provide backup to the sourcing and IT VMS workflow processing activities as needed

• Manage process improvement projects to optimize/automate workflows and simplify or streamline operations

• Participate in testing new IT VMS features, functions, or enhancements as necessary to support business operations

• Analyze incident ticket data to support and enable decision-making; provide suggestions for process improvements

• Participate in client or vendor meetings to gather business requirements for process simplification as needed

• Suggest technical solutions for business problems and implement action plans to improve ongoing operations in ways that minimize day-to-day disruption

• Interact with the broader SVMO team members, business partners, and vendor teams to troubleshoot problems and resolve issues

Selection Criteria

• Minimum Education: Bachelor\xe2\x80\x99s degree in Computer Systems, Accounting, Finance, or a related field with no experience required or equivalent combination of education and relevant experience.

• Demonstrated experience working in an IT customer service environment, focused on delivering positive results for clients

• Ability to perform shift work that overlaps with HQ Business Hours

• Strong interpersonal skills, a positive can-do attitude, and flexibility to work effectively in a team-oriented and multi-cultural environment

• General knowledge of sourcing and vendor management practices and familiarity with processes and principles

• Ability to work on multiple assignments at once and resolve complex problems, sometimes under pressure

• Ability to work independently with minimal oversight

• Demonstrated leadership, problem-solving, prioritization, and decision-making skills

• Demonstrated critical thinking and good judgement to make informed recommendations and decisions to end users and team members

• Excellent communication skills with the ability to prepare, present, and discuss findings and directions clearly in written and oral form

• Ability to employ a collaborative approach and open, helpful attitude toward others

• Ability to manage sensitive and confidential information

• Demonstrated proficiency in MS Office product suite

• Working knowledge of the WBG SAP UI and an understanding of accounting principles, IT Financial and Procurement areas are a plus

• Demonstrated proficiency using the ServiceNow Incident Management platform is a plus

• Sourcing Industry Professional Certification(s) are a plus

Competencies

• Business Function Knowledge \xe2\x80\x93 Uses an understanding of the business functions to analyze and propose technical solutions; implements action plans to improve ongoing business performance that minimize day-to-day disruption of operations.

• Lead and Innovate \xe2\x80\x93 Applies critical thinking to current approaches, identifies areas for improvement, and tries new solutions that drive results.

• Make Smart Decisions \xe2\x80\x93 Seeks and analyzes facts, data, and lessons of past experience to support sound, logical decisions regarding own and others\xe2\x80\x99 work. Contributes to decision making by providing relevant risk-analysis; shows initiative and makes decisions in a timely manner.

• Vendor and Alliance Management \xe2\x80\x93 Follows procedures for working with vendor and/or alliance partners and resolves day-to-day problems within defined guidelines. Maintains ongoing dialog with partners and suggests improvements in workflows and handoffs, and escalates non-routine questions and problems.

• Client Understanding and Advising - Looks at issues from the client\xe2\x80\x99s perspective and acts beyond normal expectations to ensure client satisfaction.

• Teamwork - Works well with different team members across geographic locations to accomplish goals.

• Learning Orientation - Stays abreast of new trends and developments in own specialty area, the broader industry, and exposes self to increasingly more challenging projects and opportunities to learn.

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.