As a seasoned ServiceNow ITSM and ITOM Engineer, this role will give you the opporunity to deliver end-to-end platform solutions. From configuring core modules like Incident, Change, and Discovery to automating workflows using Flow Designer and Scripted REST APIs. If you confidently drive CMDB integrity, fine-tunes Discovery for infrastructure accuracy, and can integrate seamlessly with DevOps pipelines to enhance operational agility and reliability, this is the role for you. You would be able to take full ownership of platform enhancements, complex troubleshooting, and system integrations, ensuring streamlined service delivery and governance compliance.
With deep knowledge of ITIL, SPM, and ServiceNow best practices, you would be able to design advanced reporting tools to unlock actionable insights and support strategic decisions. Your will have the opportunity to operate independently, mentor junior developers, and consistently uphold high development standards across ITSM and ITOM modules. Whether improving SLAs through automation or leading integration of third-party systems, you would be a trusted force in driving digital service excellence and innovation.
Accountability and Responsibility
- Responsible for enabling seamless workflows within ServiceNow ITSM and ITOM by configuring modules such as Incident, Problem, Change, Event, and Discovery to meet organisational needs.
- Proficient in scripting and developing custom workflows to automate operational tasks and reduce manual effort, leveraging tools like Flow Designer and Scripted REST APIs.
- Confidently deploys and fine-tunes ServiceNow Discovery to ensure accurate identification of infrastructure and service relationships across complex environments.
- Maintains Configuration Management Database (CMDB): Manages the integrity and accuracy of the CMDB, ensuring reliable dependency mapping and compliance with enterprise standards.
- Creates actionable insights through data-driven dashboards and reporting tools, providing visibility into key metrics and SLAs.
- Operates without supervision to develop and maintain integrations between ServiceNow and third-party systems, using web services such as REST and SOAP.
- Designs and implements improvements to incident response processes, such as automated ticket creation, routing, and escalation within ITSM.
- Enables the integration of ServiceNow workflows with DevOps pipelines to streamline code deployment, CI/CD, and release management processes.
- Handles complex system or integration issues holistically, diagnosing root causes, implementing fixes, and ensuring sustainable solutions.
- Confidently makes decisions to uphold development standards, code quality, and platform governance, ensuring compliance with EBRD policies.
- Oversees and mentors junior colleagues in their Squad, conducting training sessions for end-users and junior developers.
- Assists other Service Now modules as needed
Knowledge and Education
- Educated to degree level or possesses equivalent professional experience.
- Proficiency in configuring and implementing ITSM modules, including advanced workflows for Incident, Problem, Change, and Service Request Management.
- Proficiency in configuring and maintaining SPM modules, including advanced workflows for PPM, APM, and Demand Management to support strategic decision-making.
- Strong understanding of ITOM capabilities such as Discovery, Service Mapping, Event Management, and Orchestration, with experience in deploying and maintaining these modules.
- Hands-on experience developing and maintaining automation workflows using Flow Designer, Orchestration, and other ServiceNow tools.
- Advanced knowledge of ITIL practices and their application in ServiceNow, including the ability to design IT service delivery processes aligned with organizational goals.
- Experience in troubleshooting and resolving complex platform issues, ensuring minimal downtime and optimal performance.
- Skilled in designing and generating advanced reports and dashboards, providing actionable insights for IT teams.
- Experience integrating ServiceNow ITSM and ITOM modules with third-party tools for enhanced functionality and data sharing.
- Ability to mentor and train junior team members or business stakeholders on best practices and platform usage.
- Independent decision-making capabilities to address platform improvements and operational challenges.
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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