Application close date

05/29/2026

Title

Project Coordination, Support and ServiceNow System Management

1. Project Background

The Asian Infrastructure Investment Bank (AIIB) is a multilateral development bank whose mission is to finance Infrastructure for Tomorrow, with sustainability at its core. In light of the recent internal re-organization, the Information Technology Department seeks to engage an experienced IT Consultant to support the Bank’s enterprise digital platforms and IT initiatives.The role shall focus on:• Lead the delivery, governance, and continuous enhancement of ServiceNow as the Bank’s core enterprise service management platform, ensuring it effectively supports business operations and strategic objectives. • Oversee IT project coordination and end-to-end project management across multiple enterprise systems beyond ServiceNow, ensuring alignment with organizational priorities, technology standards, and successful delivery outcomes.The Consultant shall support the stable operation of the ServiceNow platform and other standalone systems as required, act as a project coordinator / project manager for IT initiatives involving multiple stakeholders, systems, and external vendors, with a view to ensuring effective delivery, sound governance, and operational continuity.

2. Objectives of the Assignment

• Provide end-to-end project management and technical oversight for ServiceNow as the Bank’s core enterprise service management platform, ensuring scalable, secure, and business-aligned solutions. • Provide solution ownership of ServiceNow, translating business needs into well-architected ServiceNow capabilities and driving delivery from concept through implementation and optimization. • Solution ownerships of other IT systems as required. Lead and coordinate projects across various standalone enterprise systems beyond ServiceNow, ensuring alignment with organizational priorities and adherence to technology standards.• Lead cross-functional collaboration between business stakeholders, developers, and IT teams to deliver high-quality, outcome-focused solutions. • Oversee project planning, execution, risk management, and delivery governance across concurrent initiatives and work with vendors on project contract management. • Drive continuous improvement by identifying opportunities to enhance workflows, automation, and service delivery across platforms.• Ensure appropriate documentation, knowledge transfer, and orderly handover of responsibilities.

3. Scope of Services

ServiceNow Platform Operations and Administration• Administer, configure, and support the ServiceNow platform for ITSM (or other function modules) and related enterprise processes;• Support day-to-day platform operations, including configuration maintenance, data administration, access administration, issue resolution, and controlled platform tuning;• Support the implementation, configuration, enhancement, and operationalization of relevant ServiceNow capabilities and modules, including but not limited to Service Request Management, Incident Management, IT Asset Management, Event Management, Availability Management, Capacity Management, and other approved enterprise workflows or portals implemented on the ServiceNow platform;• Support ServiceNow-related workflow configuration, form design, approval routing, service portal administration, and operational rule maintenance in accordance with approved business requirements and governance requirements;• Support integration-related activities associated with the ServiceNow platform, including coordination of interfaces, data flows, configuration item (CI) synchronization, CMDB alignment, service mapping support, and traceability of system-to-system data exchange, as applicable to approved project scope;• Support testing, validation, environment promotion, release preparation, go-live support, hypercare, and post-implementation stabilization activities for ServiceNow changes and projects;• Support the preparation and maintenance of ServiceNow operational artefacts, including runbooks, SOPs, user manuals, administrator guidance, configuration records, release notes, and handover documents; and• Coordinate with internal teams and external vendors to resolve platform-related issues and implement approved changes.Project Management and Delivery Coordination• Act, as assigned, as a project coordinator or project manager for IT initiatives involving ServiceNow and other enterprise systems;• Support the full project lifecycle, including initiation, planning, requirements clarification, execution, testing, release, and closure;• Coordinate tasks, timelines, resources, and dependencies across IT teams, business units, and external vendors;• Track project progress, risks, issues, and action items, and support periodic project status reporting;• Facilitate project meetings, workshops, and stakeholder communications; and• Support project handover, operational transition, and project execution.Governance, Compliance, and Audit Support• Support governance processes in which ServiceNow or other IT systems are used as systems of record or workflow platforms;• Assist in audit, risk, compliance, cyber security, quality assurance, and business continuity activities associated with the ServiceNow platform and related projects, including the preparation of documentation, evidence, responses, and traceability records;• Support controls relating to role-based access, segregation of duties, audit history, controlled change implementation, and operational logging within approved ServiceNow scope; and• Ensure that project and platform activities are conducted in accordance with applicable internal policies and procedures.Stakeholder and Vendor Coordination• Serve as a key coordination point among IT teams, business stakeholders, and external vendors;• Support vendor engagement, deliverable review, issue resolution, and follow-up of implementation and support activities;• Assist in the preparation and conduct of demonstrations, presentations, stakeholder briefings, and working sessions; and• Support cross-functional alignment among operational teams, business focal points, in-house development teams, PMO, and vendors on ServiceNow-related matters.

3. Scope of Services (Continued)

Documentation, Training, and Knowledge Transfer• Prepare and maintain project and operational documentation, including TORs, PIRs, TCR-related inputs, SOPs, runbooks, user guides, manuals, process guidance documents, and handover materials;• Support or conduct training and knowledge transfer activities for IT teams, business stakeholders, and operational support teams to ensure continuity of platform and project responsibilities; and• Support the structured transition of ServiceNow capabilities from project delivery into steady-state operations.

4. Consultancy Output / Deliverables

Expected outputs may include, but are not limited to, the following:1. Stable operation and support of the ServiceNow platform;2. Effective coordination and delivery of assigned IT projects;3. Project documentation, including TORs, project plans, status reports, project initiation report (PIR), and other approved project artefacts;4. Operational documentation, including SOPs, runbooks, knowledge base content, user manuals, administrator guidance, and release or handover records; and5. Knowledge transfer and handover materials to support continuity.

4. Consultancy Output / Deliverables (Continued)

(No Value)

5. Implementation Arrangement

The Consultant shall work as part of the IT Department and collaborate closely with IT operations teams, project teams, business stakeholders, and external vendors.In addition to ServiceNow platform support responsibilities, the Consultant may, as assigned, act as a project coordinator or project manager for relevant initiatives.The Consultant shall report to the designated Assignment Manager, who will set work priorities, review deliverables, and conduct performance evaluations. The assignment shall be based at the Bank’s Headquarters.

5. Implementation Arrangement (Continued)

(No Value)

6. Support to the Consultant by the Bank

The Bank shall provide the administrative, system, and project-related support necessary for the Consultant to perform the assignment effectively, including access to relevant systems, documentation, tools, collaboration platforms, and approved project materials.

7. Knowledge Transfer and Training

The Consultant shall actively support structured knowledge transfer and handover of both ServiceNow platform and project management responsibilities in order to mitigate key-person risk and ensure business continuity.

Qualification Requirement

• Bachelor’s degree or higher in Information Technology, Computer Science, Information Systems, or a related discipline;• Solid hands-on experience in ServiceNow platform operations, administration, configuration, and support;• Demonstrated experience with ITSM / ITIL process implementation and governance on ServiceNow, including service request, incident, and asset-related workflows;• Good understanding of or practical experience with ServiceNow module delivery and support, including, as applicable, Service Request Management, Incident Management, IT Asset Management, Event Management, Availability Management, Capacity Management, service portal capabilities, and other enterprise workflow implementations on the ServiceNow platform;• Experience in supporting ServiceNow-related integration, CMDB / CI data alignment, data traceability, workflow automation, and system-to-system coordination within a governed enterprise environment;• Demonstrated experience in testing, UAT support, release coordination, go-live support, hypercare, and post-implementation stabilization for ServiceNow-related changes or projects;• Demonstrated experience in IT project coordination or project management;• Experience in preparing and maintaining formal project and operational documentation, including TORs, PIRs, SOPs, runbooks, user manuals, process guidance, and handover materials;• Experience of managing project work across multiple systems, working with vendors, and stakeholders in a complex organizational environment;• Strong understanding of governance, audit, compliance, cyber security, and controlled change requirements relevant to enterprise platforms;• Strong documentation, communication, stakeholder coordination, and organizational skills; and• Fluency in English, with excellent speaking, writing, reading, and comprehension abilities is required.

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