Associate, ServiceNow Engineer

Job Posting Organization:
The European Bank for Reconstruction and Development (EBRD) is a pioneering international organization established to support the development of market economies and promote private and entrepreneurial initiatives in countries across Europe, Asia, and beyond. Founded in 1991, EBRD operates in over 30 countries, employing thousands of professionals dedicated to fostering sustainable development and economic growth. The bank's mission is to help build a sustainable and inclusive economy by investing in projects that create jobs, promote innovation, and enhance the quality of life in the regions it serves. EBRD is known for its commitment to inclusiveness, innovation, trust, and responsibility, which are core values that guide its operations and interactions with stakeholders.

Job Overview:
The Associate, ServiceNow Engineer position is a critical role within the EBRD's Information Technology division, focusing on the evolution and enhancement of the ServiceNow platform. This position is designed for individuals who are passionate about IT Service Management (ITSM) and IT Operations Management (ITOM). The successful candidate will be responsible for configuring, developing, and enhancing ServiceNow capabilities, including Incident, Problem, Change, Event Management, Discovery, and Configuration Management Database (CMDB). The role involves designing intelligent workflows, improving operational processes, and developing integrations that enhance the employee experience and increase service efficiency. The Associate will work in a collaborative environment, contributing to the delivery of reliable, scalable, and automated technology services across the organization. This position offers an excellent opportunity for professional growth and the chance to take ownership of impactful solutions that drive digital transformation within the bank.

Duties and Responsibilities:
The duties and responsibilities of the Associate, ServiceNow Engineer include configuring, developing, and enhancing ServiceNow ITSM and ITOM capabilities, such as Incident, Problem, Change, Event Management, Discovery, and CMDB. The role requires designing and optimizing workflows to automate operational processes, improve service delivery, and reduce manual effort. The Associate will be responsible for the ongoing maintenance and enhancement of ServiceNow configurations, ensuring platform stability and performance while aligning with business requirements. Additionally, the role involves developing and maintaining integrations with enterprise systems and third-party applications using APIs and web services. The Associate will manage and improve CMDB data quality, configuration governance, and service dependency mapping. They will deploy, maintain, and optimize ServiceNow Discovery to provide accurate visibility of infrastructure and service relationships. Building dashboards, reports, and analytics to provide meaningful operational insights and KPI tracking is also a key responsibility. The Associate will partner with technology teams and business stakeholders to gather requirements and translate them into scalable technical solutions, lead user acceptance testing, and support platform upgrades and release activities. Furthermore, the role includes troubleshooting complex platform and integration issues, contributing to ServiceNow governance, and mentoring junior team members while promoting knowledge sharing and continuous improvement across the team.

Required Qualifications:
The required qualifications for the Associate, ServiceNow Engineer position include a degree-level education or equivalent professional experience. Candidates must have hands-on experience configuring and implementing ServiceNow ITSM and/or ITOM modules, along with a strong understanding of IT service management processes, including Incident, Problem, and Change Management. Experience with ServiceNow Discovery and Configuration Management Database (CMDB) is essential, as is experience developing workflows, automations, and platform enhancements using ServiceNow development tools. Candidates should also have experience building integrations between ServiceNow and enterprise applications using REST, SOAP, or similar technologies. A strong understanding of service modeling, dependency mapping, and configuration management principles is required, along with experience creating ServiceNow dashboards, reports, and operational performance metrics. Strong troubleshooting and problem-solving skills are necessary, as well as the ability to work independently, manage competing priorities, and deliver high-quality solutions. Excellent communication and stakeholder management skills are also essential for this role.

Educational Background:
Candidates for the Associate, ServiceNow Engineer position should possess a degree-level education in a relevant field or equivalent professional experience. This educational background is crucial for understanding the technical and operational aspects of IT service management and the ServiceNow platform.

Experience:
The position requires candidates to have a significant level of experience in configuring and implementing ServiceNow ITSM and/or ITOM modules. Candidates should have a proven track record of working with ServiceNow Discovery and CMDB, as well as experience in developing workflows and automations using ServiceNow development tools. Experience in building integrations between ServiceNow and enterprise applications is also necessary, along with a strong understanding of IT service management processes and principles.

Languages:
The mandatory language for this position is English, as it is the primary language of communication within the organization. Additional languages are considered a plus, particularly those relevant to the regions in which EBRD operates, as they can enhance communication with diverse stakeholders.

Additional Notes:
This position is a fixed-term contract with a duration of 3 years. The role is full-time and offers hybrid and flexible working arrangements, with a minimum expectation of collaborating in person three days a week. EBRD is committed to diversity and inclusion, encouraging all qualified candidates from its member countries to apply, regardless of their background. The organization provides a comprehensive suite of competitive benefits and prioritizes employee wellbeing.