Requisition ID
36988
Office Country
Bulgaria
Office City
Sofia
Division
Information Technology
Full-Time/Part-Time
Full Time
Contract Type
Fixed Term
Contract Length
3 years
Posting End Date
07/10/2026
Transform service data into business impact. As an Analyst, SLM & ITSM Data Insights, you'll turn complex IT service data into meaningful insights, drive performance transparency, automate reporting, and help shape smarter decisions across the organisation. Working with ServiceNow, Power BI and advanced analytics, you'll play a key role in improving service quality, governance, supplier performance and operational excellence.
Accountabilities & Responsibilities
- Support the administration and operation of the SLM process and framework in line with approved standards, controls and guidance.
- Maintain SLA, XLA, OLA, KPI and service-metric records while collecting, reconciling and validating service-performance data, investigating anomalies and escalating unresolved data-quality issues.
- Maintain controlled SLM and ITSM reporting artefacts, including the reports catalogue, data dictionary logic, data models, standards, controls, dashboards and scorecards, ensuring consistent, reusable and trusted reporting across the organisation.
- Provide transparent visibility of service performance, risk, compliance, supplier performance and operational effectiveness, supporting enterprise IT risk, assurance and governance reporting requirements.
- Working alongside the SLM & ITSM Data Insights Manager, internal and external stakeholders, provide support in helping define, negotiate, monitor, align and improve service commitments, ensuring alignment between business services, operational teams and contractual obligations.
- Drive continual improvement, automation and predictive service insights through advanced analytics, forecasting, data modelling, visualisation, self-service reporting and data integration, helping identify emerging risks, improve service stability, reduce manual effort and deliver measurable business outcomes.
- Provide subject matter expertise and promote a data-driven culture for SLM, service performance reporting and ITSM data to internal and external teams contributing to providing training, awareness, knowledge-sharing and working groups, improving understanding of service performance, reporting and data ownership practices.
Knowledge, Skills, Experience & Qualifications
- Demonstrated experience delivering SLM and ITSM Data Insights within large, complex organisations, ideally operating in a multi-tier SIAM model.
