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.

  • Practical experience supporting the design, implementation and operation of SLAs, XLAs, OLAs, KPIs, service metrics and performance targets.

  • Strong working knowledge of SLM governance activities and artefacts, including SLA/OLA documentation, service performance reports, scorecards and service improvement plans.

  • Experience translating SLM and ITSM reporting requirements into ServiceNow configuration, reporting enhancements and workflow improvements.

  • Proven capability developing automated and interactive reports, dashboards and scorecards using ServiceNow Reporting, Performance Analytics, Platform Analytics, Power BI or comparable tools.

  • Proficiency in analytics and integration technologies and frameworks such as DAX, SQL, JavaScript, Tableau, REST APIs and OData connectors to support consolidated, multi-source ITSM performance insight.

  • Experience producing controlled, high-quality SLM and ITSM reporting outputs, with emphasis on accuracy, consistency, traceability and effective use of enterprise data.

  • ITIL 4 certified with broad proficiency across all ITIL practices.  
    Desirable: ITIL 4 Managing Professional modules, including: CDS, DPI, DSV, HVIT and MSF.

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). 


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