Associate, Service Now Engineer

Requisition ID 36978 Office Country Bulgaria Office City Sofia Division Information Technology Contract Type Fixed Term Contract Length 3 years Posting End Date 27/08/2026

We're looking for an Associate, ServiceNow Engineer to join our growing technology team and help drive the evolution of our ServiceNow platform. This role focuses on ServiceNow IT Service Management (ITSM) and IT Operations Management (ITOM), supporting the delivery of reliable, scalable and automated technology services across the organisation. You'll work with a modern ServiceNow environment, designing intelligent workflows, improving operational processes and developing integrations that enhance the employee experience and increase service efficiency. From Incident and Change Management to CMDB and Discovery, you'll play a key role in shaping how technology services are delivered and supported. This is an excellent opportunity for someone who is passionate about the ServiceNow platform and wants to take ownership of impactful solutions while working in a collaborative, forward-thinking technology environment.

What You'll Be Doing

• Configure, develop and enhance ServiceNow ITSM and ITOM capabilities, including Incident, Problem, Change, Event Management, Discovery and CMDB.
• Design and optimise workflows that automate operational processes, improve service delivery and reduce manual effort.
• Own the ongoing maintenance and enhancement of ServiceNow configurations, ensuring platform stability, performance and alignment with business requirements.
• Develop and maintain ServiceNow integrations with enterprise systems and third-party applications using APIs and web services.
• Manage and improve CMDB data quality, configuration governance and service dependency mapping.
• Deploy, maintain and optimise ServiceNow Discovery to provide accurate visibility of infrastructure and service relationships.
• Build dashboards, reports and analytics that provide meaningful operational insights, KPI tracking and service performance monitoring.
• Partner with technology teams and business stakeholders to gather requirements and translate them into scalable technical solutions.
• Lead and support user acceptance testing, platform upgrades and release activities.
• Identify opportunities to automate operational activities, strengthen controls and improve platform efficiency.
• Troubleshoot complex platform and integration issues, perform root cause analysis and implement sustainable solutions.
• Contribute to ServiceNow governance, development standards and platform best practices.
• Support and mentor junior team members while promoting knowledge sharing and continuous improvement across the team.
• Collaborate across the wider ServiceNow ecosystem and contribute to ongoing platform transformation initiatives.

Need to Have

• Degree-level education or equivalent professional experience.
• Hands-on experience configuring and implementing ServiceNow ITSM and/or ITOM modules.
• Strong understanding of IT service management processes, including Incident, Problem and Change Management.
• Experience working with ServiceNow Discovery and Configuration Management Database (CMDB).
• Experience developing workflows, automations and platform enhancements using ServiceNow development tools.
• Experience building integrations between ServiceNow and enterprise applications using REST, SOAP or similar technologies.
• Strong understanding of service modelling, dependency mapping and configuration management principles.
• Experience creating ServiceNow dashboards, reports and operational performance metrics.
• Strong troubleshooting and problem-solving skills with the ability to resolve complex technical issues.
• Understanding of ServiceNow platform governance, development lifecycle and best practices.
• Ability to work independently, manage competing priorities and deliver high-quality solutions.
• Strong communication and stakeholder management skills.

Nice to Have

• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Application Developer (CAD) or Implementation Specialist certifications.
• Experience with Flow Designer, IntegrationHub and ServiceNow automation capabilities.
• Knowledge of scripting and ServiceNow development frameworks.
• Experience integrating ServiceNow with DevOps, CI/CD or release management processes.
• Familiarity with Agile delivery methodologies.
• Experience working within large-scale enterprise technology environments.
• Exposure to additional ServiceNow modules and platform capabilities.
• Experience delivering user training, adoption activities or coaching junior colleagues.
• Understanding of cloud, infrastructure or enterprise operations environments.

Why You'll Love This Role

• Own high-impact solutions that support critical technology services across the organisation.
• Work with modern ServiceNow capabilities across ITSM, ITOM, Discovery, CMDB, integrations and automation.
• Drive digital transformation by replacing manual processes with scalable, automated solutions.
• Partner with senior stakeholders and influence how technology services are delivered and supported.
• Expand your ServiceNow expertise across platform engineering, service management and operational automation.
• Join a collaborative technology team that values innovation, continuous learning and professional development.
• Build solutions with real-world impact that help the organisation operate more efficiently, reliably and effectively.

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).