IT Officer - IT Change Enablement Job #: req33984 Organization: World Bank Sector: Information Technology Grade: GF Term Duration: 4 years 0 months Recruitment Type: Local Recruitment Location: Washington, DC,United States Required Language(s): English Preferred Language(s): Closing Date: 8/23/2025 (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 130 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:
The Information and Technology Solutions (ITS) Vice Presidential Unit (VPU) enables the World Bank Group to achieve its mission of ending extreme poverty and boost shared prosperity on a livable planet by delivering transformative information and technologies to its staff working in over 150+ locations. For more information on ITS, see this video:https://www.youtube.com/watch?reload=9&v=VTFGffa1Y7w
Unit Context:
Strategy and Governance (ITSSG) is a unit within the WBG Technology Office Department (ITSTO) That defines technology strategy and governance frameworks that align with WBG's
business objectives and optimizes tech investments for efficiency, innovation, security, resilience and sustainability. The unit fosters collaboration among tech teams, business
units, and external partners, promoting governance and process alignment to enhance business agility and drive strategic technological advancement.
The ITSSG unit is seeking a hands-on IT Change Enablement Officer to enhance our change management practices in line with DevOps and Agile delivery. This role will lead
automation, governance, and integration of change controls into CI/CD pipelines using tools like ServiceNow and Azure DevOps. The ideal candidate brings strong expertise in ITIL
v4, ServiceNow ITSM, and Agile/SAFe, with a focus on automation, compliance, and continuous improvement.
Duties and Responsibilities:
IT Change Enablement
• Lead and execute daily IT Change Enablement activities in agile, DevOps-centric environments.
• Build, configure, and optimize ServiceNow DevOps Change Velocity and Digital Product Release modules.
• Integrate change processes into CI/CD pipelines using Azure DevOps and other DevOps toolchains.
• Translate governance policies into automated, auditable workflows supporting federated change models.
• Design and execute ITIL v4-aligned change enablement workflows in ServiceNow, ensuring compliance and traceability.
• Implement Azure Boards for project planning and backlog tracking, linking change requests to automated assessments.
• Develop automation rules, REST APIs, and approval gates to enable seamless change control in CI/CD pipelines.
• Provide hands-on technical support to troubleshoot ServiceNow and DevOps integration issues.
• Maintain runbooks, SOPs, and policy documentation within ServiceNow and integrated toolsets.
• Analyze key metrics (success rates, lead times, unplanned changes) to drive improvements in stability and throughput.
• Facilitate CAB meetings, oversee risk assessments, validate changes postimplementation, and support audit reporting.
• Onboard product teams into federated workflows, providing access, training, and operational support.
• Monitor compliance, maintain change dashboards and SLA reports, and test impacts of ServiceNow upgrades.
• Lead awareness sessions and serve as SME for change enablement across teams and regions.
ServiceNow and DevOps Integration
• Implement and sustain ServiceNow DevOps Change Velocity for policy-driven automation of change gating.
• Manage ServiceNow Digital Product Release to align product delivery with enterprise governance standards.
• Integrate Azure DevOps with ServiceNow to ensure traceability across development, release, and change records.
Analytics and Reporting
• Create real-time dashboards and reports using ServiceNow Performance Analytics and Power BI.
• Monitor trends, compliance metrics, and process effectiveness to identify opportunities for continuous improvement.
• Ensure availability of audit-ready documentation aligned with IT governance and regulatory frameworks.
Collaboration and Stakeholder Engagement
• Partner with cross-functional teams (DevOps, infrastructure, app development, and security) to align delivery with change policies.
• Deliver training sessions and support knowledge sharing on ServiceNow and change governance practices.
• Communicate effectively with both technical and non-technical stakeholders across global teams.
Selection Criteria
• Bachelor’s degree in computer science, Information Technology, Software Engineering, or a related technical field
• SAFe Certification is required (SP or SSM or any other relevant SAFe certification)
• ITIL v4 Foundation or Specialist (Create, Deliver & Support / Drive Stakeholder Value) is required
Professional Experience
• 7+ years of progressive experience in ITSM, with at least 5 years of hands-on experience in IT Change Enablement and process execution.
• Proven experience in designing and implementing IT Change management processes within agile/DevOps environments.
• ServiceNow expertise:
o Hands-on experience configuring and supporting ServiceNow DevOps Change Velocity and Digital Product Release.
o Ability to customize ServiceNow workflows, policies, notifications, and integrations.
o Experience in defining ServiceNow change workspace
o Experience in Performance Analytics (designing indicators, scorecards, and time series reports), a plus
• Reporting and Analytics
o Demonstrated experience in analyzing ITSM data (preferably Change, Incident, and Problem Management data) using ServiceNow dashboards and PowerBI.
o Familiarity with change management metrics such as change success rate, emergency change rate, deployment frequency, and mean time to recover (MTTR).
• Change Enablement Practice
o In-depth understanding of ITIL v4 Change Enablement practices and principles.
o Hands-on experience implementing ITIL-aligned change governance models in fast-paced agile or product delivery environments.
o Demonstrated ability to support federated change authority, empowering teams to manage their own changes while maintaining control and compliance.
o Experience developing governance policies, SOPs, and audit documentation related to change control.
• Azure DevOps proficiency:
o Experience with Azure boards for managing and tracking change-related work items and backlogs.
o Strong familiarity with Azure Pipelines, release gates, artifact management, and integration with change controls.
Other technical and functional skills
• Familiarity with REST APIs, webhooks, and integration scripting (JavaScript, PowerShell, or Python is a plus).
• Experience working with YAML/JSON files for CI/CD configurations and automation scripting, a plus
• Detail-oriented, highly organized, and comfortable managing competing priorities in dynamic environments.
• Ability to work independently and within groups; must be self-motivated and able to work independently in a cross-functional Agile team environment.
• Excellent written and verbal communication skills, presentation, and problem solving skills and be able to interact well with peers and internal customers.
• Ability to build and sustain cooperative and collaborative relationships in a multicultural team environment.
WBG Culture Attributes:
1. Sense of Urgency – Anticipating and quickly reacting to the needs of internal and external stakeholders.
2. Thoughtful Risk Taking – Taking informed and thoughtful risks and making courageous decisions to push boundaries for greater impact.
3. Empowerment and Accountability – Engaging with others in an empowered and accountable manner for impactful 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.