IT Analyst - Change & Release Management, Chennai, India

Organization: The World Bank

Country: India

City: Chennai

Office: World Bank in Chennai, India

Closing date: Friday, 3 June 2022

IT Analyst - Change & Release Management

Job #: req17547

Organization: World Bank

Sector: Information Technology

Grade: GE

Term Duration: 3 years 0 months

Recruitment Type: Local Recruitment

Location: Chennai,India

Required Language(s): English

Preferred Language(s): English

Closing Date: 6/3/2022 (MM/DD/YYYY) at 11:59pm UTC


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

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 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, Service Management, Business Continuity, and Sourcing and Vendor Management.

ITSCB unit within ITSSR is seeking an experienced IT Analyst (Business Management) who will provide support to its IT Change and Release Management process.

Responsibilities include but not limited to:

Provide overall operational support, participate in global and local CAB meetings and assist the Change manager in running the process.

Manage weekly Global CAB agenda and minutes.

Coordinate post implementation reviews (PIR) and compliance notification.

Analyze Change requests and Release tickets data to derive patterns and insight that could contribute to process improvement.

Manage release creation and compliance based on capital projects.

Review and improve standard change definitions with template owners.

Organize and manage process working group meetings in Chennai.

Perform compliance audits and checks on Change Requests and Release tickets in ServiceNow ensuring that teams comply with process requirements.

Spot and report system issues and errors on the ServiceNow system Change and Release modules; recommend improvements and enhancements to the system.

Create reporting dashboards with KPIs and aggregated data at various timeframes (e.g., weekly, monthly, and quarterly).

Develop, maintain, and update Change and Release Management Procedure and Standard Operating Procedure documents, Quick Reference Guides, Training Manuals, and Knowledge Base articles. Revise and update periodically to reflect improvements to the process.

Perform UAT and approve production moves for fixes and enhancements.

Research, review and analyze process issues at a high level and at a detailed level to formulate and develop recommendations for process improvement.

Selection Criteria

Master’s degree with 2 years relevant experience or Bachelor’s Degree with a minimum of 4 years relevant experience in supporting Change and Release management processes, governance, and maintenance in ServiceNow for a large enterprise.

Demonstrated experience in the ServiceNow ITSM modules specifically with Change and Release Management modules.

Demonstrated experience in performing change management process compliance validation and audit checks.

Hands-on experience with building moderate to complex reports and dashboards utilizing ITSM (Change, Incident, Problem, Release) data using tools such as ServiceNow Report and Performance Analytics, Splunk, Tableau, or Power BI, etc.

Knowledge of Web and Application Servers, Load Balancers, Databases, and Virtualization (WebSphere, MQ, IIS, Apache, VMware) and server concepts.

Knowledge of network concepts (routers, switches, firewalls, NAT, load balancing).

Strong analytical skills, ability to think outside the box.

Ability to work under pressure, manage multi-task requirements and meet tight deadlines.

Ability to work effectively in a small team environment is critical.

Ability to build and sustain cooperative and collaborative relationships in a multicultural team environment.

Good presentation and facilitation skills are highly desired

Excellent written and oral communications skills.

ITILv4 Foundation certification is a plus.

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.

Link to the organization’s job posting: