World Bank
Location
Chennai | India
Job description
Description
Do you want to build a career that is truly worthwhile? Working at the World Bank provides a unique opportunity for you to help our clients solve their greatest development challenges. The World Bank consists of two entities – the International Bank for Reconstruction and Development (IBRD) and the International Development Association (IDA). It is a global development cooperative owned by 189 member countries. As the largest development bank in the world, the World Bank provides loans, guarantees, risk management products, and advisory services to middle-income and creditworthy low-income countries, and coordinates responses to regional and global challenges. 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.
As a unit within the Finance ITS (ITSFI), ITSBG provides distinct and complex financial solutions support to the operation of the World Bank Group Finance & Accounting, Development Finance, Treasury, and Global Climate Change Vice presidencies.
Department Context and Job Description:
The Business and General Services (ITSBG) department in ITS continuously delivers innovative products and solutions to its clients with a global delivery mode is seeking an IT Officer - Business Solutions with strong technical background with substantial experience in Information technology. This position will be primarily responsible to provide technical expertise, applying broad technical skills, with deep industry knowledge and business acumen, support in designing and developing technical solutions that promote business strategy goals on digital transformation, optimization, and cloud adoption. With a strong blend of technical and communication skills, IT officer is also responsible for coordinating with key stakeholders from IT operations, business teams and/or third-party vendors for building various web/mobile applications and portal solutions integrating with other WB systems.
The position will be responsible for coordinating the day-to-day activities between the Washington DC team and the offshore team in Chennai, supporting multiple applications using a variety of technologies, platforms, and seamlessly work across various application systems.
This position requires an in-depth expertise on architecting and managing solutions and applications on MS Dynamics 365 and Power Platform. The individual will function as a technical SME for the internal CRM system. He/she will be responsible for development and maintenance of the internal Microsoft Dynamics 365 CRM platform-based solutions, including OOB modules such as Customer Service and the ideal candidate will have expert knowledge in Dynamics CRM entities, workflows, configurations, customization development, integration development, reporting, dashboards, web resources, CRM solution file management, security model and UI development. The candidate will also need to be conversant with Agile methodology, project management, and support service management.
Duties and Accountabilities
•Design and implement effective and scalable enterprise solutions (on-prem, cloud native or hybrid), to meet stated functional and non-functional requirements.
•Lead the design and development effort, including delegation of work to team members and oversight, ensuring alignment with solution’s architectural vision and guidelines laid out.
•Leading or participating in design and architecture sessions with key business users, collecting and documenting business processes and requirements for the system
•Architecting, Design and development of Dynamics-365 based solutions, related customizations, and reports to model the business and organizational process.
•Advising business users on standard methodologies and use cases for CRM, development, or integration processes. Balance business users’ requests and requirements with technical constraints.
•Work with business users to understand the requirement and conduct fit-gap analysis to map them to the OOB features/workarounds/Customizations.
•Writing technical specifications for planned work, mocking up specifications, testing and deployment of development projects
•Installing and maintaining versions of third-party products such as Cisco Webex Contact Center, InGenius for CTI Integration.
•Configuring the Dynamic 365/Power Platform in capacity of a Techno Functional Consultant
•Building and configuring PowerApps, Power Automate, CRM forms, views, dashboards, and workflows.
•Developing SSRS reports using Microsoft SQL and FetchXML
•Developing Power BI dashboards & reports using Power BI desktop, Report builder
•Maintain code repository, backlog and source control using TFS/ADO.
•Optimally utilize SDK and third-party tools such as XRMToolbox for administration of CRM system
•Serves as a technical SME and mentor team members and developers during the development life cycle, proactively provide guidance on engineering methodologies, standards, and leading practices and strengthen controls.
•Responsible for code quality assurance, develop and implement related process, standards, and guidelines and ensure adherence/compliance to the same.
•Collaborate with usability designers for integrating visual and functional aspects to create best-in-class solutions.
•Identify, communicate, and mitigate Risks, Assumptions, Issues and Decisions throughout full development lifecycle.
•Define platform’s non-functional goals/SLAs (maintainability, configurability, deployment ease, automation, scalability, disaster recovery, security, and support needs) and incorporate them in the design.
•Adopt agile development practices and DevOps for secured and accelerated time to market releases.
•Implement application performance monitoring and logging mechanisms.
•Research and adopt new technologies to add value to existing offerings. Provide inputs on technical requirements for RFPs and help in evaluating COTS solutions.
•Install system updates to address vulnerabilities and reduce security issues. Investigate system issues and implement resolutions to reduce downtime.
•Work with Enterprise Architecture (EA) and the Office of Information Security (OIS) for accreditation related activities and Change Advisory Board (CAB) for coordinating deployments.
•Work closely with Infrastructure teams e.g., Cloud, Windows, Web Administration, Network Operations, Infrastructure Platforms, Mobility, Database, Security Administration to define deployment architecture and capacity planning for any new environment/Landscape and any critical issue resolution.
•Coordinate with vendor partners in sourcing and managing resources.
Selection Criteria
•Master's degree with minimum 5 years relevant experience OR equivalent combination of education and experience.
•Minimum 4+ years of experience as a technical lead in solution architecting/designing and end-to-end implementation of complex, cross functional solutions on MS Dynamics and Power Platform is necessary.
•WBG experience is a plus.
Technical & Functional Competencies Required:
Must Have
•Solid grasp, knowledge of and experience in implementing core Microsoft Dynamics CRM/365 modules such as customer service, Knowledge Management, implementing business processes, customizations using Plugins and workflows, using Power Platform components for automation and integration and integration using third party tools.
•Experience in designing and creating custom entities and relationships between those entities, configuring, and managing multiple business unit with data segregation and cross BU access/roles.
•Strong experience in Customer Service Hub & Workspace with multiple channels, Channel Integration Framework (CIF), Unified Client Interface, Client API form context and Model-driven apps.
•Strong experience in Scheduled Reports, Custom SSRS reports with multiple data sources (external & internal).
•Strong hand on experience in developing Dynamics Self-service Portals and Custom portal integrating multiple Dynamics instance for customer self-service.
•Strong hand on experience in configuring the out of box features like Unified Routing, Omni Channel, Customer Service Workspace, Admin Center, Business Process Flow, Customer Voice, Customer Service Insights, Customer Insights, SLA, KPI, Smart Assist, Copilot, Power Pages, Knowledge Management, CSAT analytics, Agent productivity reports/dashboards, etc.,
•Strong experience in integrating Dynamics 365 with on prem data sources via ESB, WebAPI, SSIS, batch applications.
•Strong experience in troubleshooting and debugging of run time issues or performance issues in customizations and collaborating with multiple stakeholders to resolve the issues.
•Experience of software development using Microsoft .Net, C#, WebAPI, Angular and jQuery.
•Experience in developing automations using Power Automate and Power Apps and in developing application which can be published to Azure.
•Experience in using third party tools to configure, customize and troubleshoot issues in Dynamics applications.
•Experience in Agile/Scrum based process implementation using tools like Azure DevOps with pipeline automation for CI/CD.
•Experience in designing and automating the survey forms using Customer Voice.
•Knowledge of the O365 platform as it pertains to feature sets that integrate with Dynamics CRM solutions including SharePoint and OneDrive/OneNote.
•Demonstrated ability of design and development of applications/ products utilizing a variety of architecture principles, including microservices architecture.
•Strong communication skills in a professional setting; ability to discuss requirements with a variety of stakeholders.
•Analytical & Problem-solving skills and ability to work in team in diverse/ multiple stakeholder environment and experience in working in a Global delivery environment.
•Ability and desire to keep abreast of changes /feature enhancements to the platform, share best practices and lessons learnt from past implementation efforts.
•Experience in designing and implementing reusable software functions and application frameworks.
•Fair understanding of implementing Azure DevOps pipelines and Git.
•Demonstrated experience in application security/vulnerability management and optimizing the performance of the application systems to be used across globe.
•Experience in using system health monitoring tools such as Splunk and AppInsights
•Excellent oral and written communication skills and the ability to clearly articulate and communicate to all the stakeholders.
•Demonstrated team player who works well with technical and non-technical resources.
•Demonstrated experience in time management and multiple task management and keep the on-going deliverables and schedules on track.
•Relevant technical certifications are a plus.
Good to Have ++
•Experience developing virtual agent solutions using Power Virtual Agent, Azure AI Bot service, BOT Framework Composer/SDK, Python, C#, GenAI or OpenAI, AI Powered Dashboards, AI Builder on Power Platform, Predictive analytics, and other AI-driven insights is a plus.
•Experience in using Reporting Tools such as Power BI and Case/event/survey management tools such as MS Dynamics is a plus.
•Exposure to integration with Enterprise Software ERP e.g., (SAP / People Soft/Internal WebAPI) is a plus.
Required Behavioral Competencies:
•Deliver Results for Clients: Contributes to delivery of results for client on sophisticated issues. Sets ambitious goals that align with the WBG mission and is always looking to improve. Understands clients’ most pressing challenges and contributes to solutions. Takes personal responsibility for producing high quality work, identifying, and advising of risks, and delivering results for clients.
•Collaborate Within Teams and Across Boundaries: Keeps others fully informed to ensure integration and work consistency and displays a sense of mutuality and respect. Approaches conflicts as common problems to be solved.
•Seeks and listens to input from others to advise own decision making and openly shares information. Frames thinking/actions with a WBG corporate perspective in mind.
•Lead and Innovate: Brings new and different insights. Applies critical thinking to current approaches, identifies areas for improvement, and tries new solutions that get results. Considers own behavior in context of WBG’s values and mission and recognizes impact one has on others. Operates in ambiguity and changing needs and supports others to do the same.
•Create, Apply and Share Knowledge: Actively contributes to and readily applies WBG’s body of knowledge for internal and/or external client solutions. Contributes to the department’s and WBG’s body of knowledge by applying lessons learned and expertise. Actively invests in own knowledge and seeks feedback. Builds personal and professional networks within and beyond the work group.
•Make Smart Decisions: Uses available data and makes timely decisions. Seeks and analyzes facts, data, and lessons of experience to support sound, logical decisions regarding own and others’ work. Applies cost/benefit analysis to meet work program objectives. Contributes to decision making by providing relevant risk-analysis. Shows initiative when vital and makes decisions in a timely manner within own area of responsibility.
•Client Understanding and Advising - Looks at issues from the client’s perspective and advocates for clients within own area as well as urges others to focus on meeting client needs.
•Learning Orientation - Stays abreast of new trends and developments in own specialty area, the broader industry, and experiments with new approaches or emerging technological solutions to current business needs.
•Broad Business Thinking - Maintains an in-depth understanding of the long-term implications of decisions both for related areas within the VPU and the client’s business. Involves key players in identifying operating needs, issues, and immediate solutions.
•Analytical Thinking - Coordinates the information gathering and reporting process.
•Business Function Knowledge - Proposes technical plans that are aligned with business objectives and technical requirements.
•Business Requirements Analysis - Reviews customer business requirements and determines where support is needed relative to existing technical systems design.
•Strategic Relationship - Interacts with clients to identify opportunities that meet organizational and technological needs, as well as meet internal criteria for best practice that meet the client's specific operational requirements as they relate to its organizational.
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.
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