Requisition ID 35822 Office Country Bulgaria Office City Sofia Division Information Technology Contract Type Fixed Term Contract Length 3 years Posting End Date 30/04/2026
As a seasoned ServiceNow ITSM and ITOM Engineer, you will deliver end‑to‑end platform solutions across core modules like Incident, Change, Problem, and Discovery. You’ll drive automation with Flow Designer and Scripted REST APIs, maintain CMDB accuracy, optimise Discovery, and lead integrations that enhance operational reliability and DevOps workflows. You’ll own platform improvements, complex troubleshooting, and governance, while mentoring junior developers and ensuring high standards across ITSM and ITOM.
What you will do:
- Configure and optimise ITSM and ITOM modules, including Incident, Problem, Change, Event, and Discovery.
- Develop scripted workflows and automation using Flow Designer and Scripted REST APIs.
- Deploy and fine‑tune ServiceNow Discovery to ensure accurate infrastructure and service mapping.
- Maintain CMDB integrity, ensuring accurate dependencies and compliance with standards.
- Build dashboards and reports that provide meaningful operational insights and SLA visibility.
- Design and maintain integrations with third‑party systems via REST/SOAP.
- Improve incident response processes through automation, routing, and escalation logic.
- Integrate ServiceNow workflows with DevOps pipelines to streamline CI/CD and release processes.
- Resolve complex system and integration issues with root‑cause analysis and long‑term solutions.
- Uphold code quality, governance, and platform development standards.
- Mentor junior team members and deliver training for end‑users and developers.
- Support additional ServiceNow modules where needed.
What you will bring:
- Degree or equivalent professional experience.
- Strong experience configuring ITSM workflows (Incident/Problem/Change/Request).
- Knowledge of SPM modules such as PPM, APM, and Demand Management.
- Hands‑on expertise with ITOM components: Discovery, Service Mapping, Event Management, Orchestration.
- Skilled in developing automation through Flow Designer and Orchestration tools.
- Deep understanding of ITIL and its practical application in ServiceNow.
- Proven ability to troubleshoot complex platform or integration issues.
- Experience creating advanced dashboards and reports for operational decision‑making.
- Strong integration experience with third‑party tools and data sources.
- Ability to mentor others and guide best practices across teams.
- Comfortable making independent decisions to improve platform performance and service delivery.
Why Join us:
- Lead major platform engineering initiatives that shape performance, availability, reliability, and operational excellence across the organisation.
- Own complex ServiceNow challenges—from CMDB integrity and deep integrations to Discovery optimisation—while working with modern architectures, automation frameworks, and DevOps‑aligned workflows.
- Grow as a technical leader by driving automation and innovation, mentoring others, influencing governance practices, and accessing advanced training, certifications, and professional development opportunities.
What is it like to work at the EBRD? / About EBRD
Our agile and innovative approach is what makes life at the EBRD a unique experience! You will be part of a pioneering and diverse international organisation, and use your talents to make a real difference to people's lives and help shape the future of the regions we invest in.
At EBRD, our Values – Inclusiveness, Innovation, Trust, and Responsibility – are at the heart of how we work. We bring these to life through our Workplace Behaviours: listening well and speaking up, collaborating smartly, acting decisively with full commitment, and simplifying to amplify our impact. These principles shape our culture and define our success. We seek individuals who not only share these values but are also committed to embedding them in their daily work, fostering a positive and high-performing environment.
The EBRD environment provides you with:
- Varied, stimulating and engaging work that gives you an opportunity to interact with a wide range of experts in the financial, political, public and private sectors across the regions we invest in.
- A working culture that embraces inclusion and celebrates diversity. Our workforce reflects a broad range of backgrounds, perspectives, and experiences, bringing fresh ideas, energy, and innovation and enhancing our ability to serve our clients, shareholders, and counterparties effectively.
- We offer hybrid and flexible working arrangements and believe we operate at our best when collaborating 3 days a week in person (minimum).
- An environment that places sustainability, equality and digital transformation at the heart of what we do.
- A workplace that prioritises employee wellbeing and provides a comprehensive suite of competitive benefits.
Diversity is one of the Bank’s core values which are at the heart of everything it does. As such, the EBRD seeks to ensure that everyone is treated with respect and given equal opportunities and works in an inclusive environment. The EBRD encourages all qualified candidates who are nationals of the EBRD member countries to apply regardless of their racial, ethnic, religious and cultural background, gender, gender identity, sexual orientation, age, socio-economic background or disability.
Please note, that due to the high volume of applications received, we regret to inform you that we are unable to provide detailed feedback to candidates who have not been shortlisted (for further consideration).