ServiceNow ITSM and ITOM 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, the EBRD has grown to employ thousands of professionals and operates in over 30 countries. The bank's mission is to foster the transition to open and democratic market economies, and it invests in projects that create jobs, promote sustainable development, and enhance the quality of life in the regions it serves. The EBRD is committed to inclusiveness, innovation, trust, and responsibility, which are reflected in its workplace culture and values.

Job Overview:
As a ServiceNow ITSM and ITOM Engineer, you will play a crucial role in delivering comprehensive platform solutions that enhance operational efficiency and service delivery. Your responsibilities will include configuring core ServiceNow modules such as Incident, Change, and Discovery, as well as automating workflows using advanced tools like Flow Designer and Scripted REST APIs. You will be expected to maintain the integrity of the Configuration Management Database (CMDB), ensuring accurate mapping of services and infrastructure. This position requires a deep understanding of ITIL practices and ServiceNow best practices, enabling you to design advanced reporting tools that provide actionable insights for strategic decision-making. You will have the opportunity to work independently, mentor junior developers, and uphold high development standards across ITSM and ITOM modules, contributing to the overall digital service excellence and innovation within the organization.

Duties and Responsibilities:
Your primary duties will include enabling seamless workflows within ServiceNow ITSM and ITOM by configuring modules such as Incident, Problem, Change, Event, and Discovery to meet organizational needs. You will be proficient in scripting and developing custom workflows to automate operational tasks, thereby reducing manual effort. Additionally, you will deploy and fine-tune ServiceNow Discovery to ensure accurate identification of infrastructure and service relationships. Maintaining the CMDB will be a critical responsibility, ensuring its integrity and compliance with enterprise standards. You will create actionable insights through data-driven dashboards and reporting tools, providing visibility into key metrics and SLAs. The role also involves developing and maintaining integrations between ServiceNow and third-party systems, designing improvements to incident response processes, and enabling the integration of ServiceNow workflows with DevOps pipelines. You will handle complex system or integration issues, diagnose root causes, and implement sustainable solutions. Furthermore, you will oversee and mentor junior colleagues, conducting training sessions for end-users and junior developers, and assist with other ServiceNow modules as needed.

Required Qualifications:
To be considered for this role, you must possess a strong proficiency in configuring and implementing ITSM modules, including advanced workflows for Incident, Problem, Change, and Service Request Management. You should also have experience with SPM modules, including advanced workflows for PPM, APM, and Demand Management. A solid understanding of ITOM capabilities such as Discovery, Service Mapping, Event Management, and Orchestration is essential, along with hands-on experience in developing and maintaining automation workflows using ServiceNow tools. Advanced knowledge of ITIL practices and their application in ServiceNow is required, as well as experience in troubleshooting and resolving complex platform issues. You should be skilled in designing and generating advanced reports and dashboards, and have experience integrating ServiceNow ITSM and ITOM modules with third-party tools. The ability to mentor and train junior team members or business stakeholders on best practices is also necessary, along with independent decision-making capabilities to address platform improvements and operational challenges.

Educational Background:
Candidates should be educated to degree level or possess equivalent professional experience. A background in information technology, computer science, or a related field is preferred, as it provides the foundational knowledge necessary for this role. Continuous professional development and certifications related to ServiceNow and ITIL are highly advantageous and may enhance your candidacy.

Experience:
The ideal candidate should have several years of experience working with ServiceNow ITSM and ITOM modules, demonstrating a proven track record of successfully implementing and managing these systems in a professional environment. Experience in a similar role within a large organization or in a consulting capacity is highly desirable, as it indicates familiarity with complex IT environments and the ability to navigate organizational challenges effectively.

Languages:
Fluency in English is mandatory for this position, as it is the primary language of communication within the organization. Proficiency in additional languages, particularly those relevant to the EBRD's member countries, would be considered a valuable asset and could enhance your application.

Additional Notes:
This position is a fixed-term contract lasting for three years, reflecting the EBRD's commitment to long-term projects and initiatives. The role is full-time, and the organization promotes a hybrid working model, encouraging collaboration in person at least three days a week. The EBRD is committed to diversity and inclusion, welcoming applications from qualified candidates regardless of their background. The bank offers a comprehensive suite of competitive benefits, prioritizing employee wellbeing and professional development.