ServiceNow ITSM and ITOM Engineer

Job Posting Organization:
The European Bank for Reconstruction and Development (EBRD) is a pioneering international financial institution that was established in 199

• The EBRD's mission is to foster the transition towards open market-oriented economies and promote private and entrepreneurial initiative in countries from Central Europe to Central Asia. The organization operates in over 30 countries and employs a diverse workforce that reflects a broad range of backgrounds and experiences. The EBRD is committed to sustainability, equality, and digital transformation, and it aims to make a real difference in the lives of people in the regions it invests in.

Job Overview:
As a ServiceNow ITSM and ITOM Engineer, you will be responsible for delivering comprehensive platform solutions across various core modules, including Incident, Change, Problem, and Discovery. Your role will involve driving automation through tools like Flow Designer and Scripted REST APIs, ensuring the accuracy of the Configuration Management Database (CMDB), optimizing Discovery processes, and leading integrations that enhance operational reliability and DevOps workflows. You will also be tasked with owning platform improvements, troubleshooting complex issues, and mentoring junior developers while maintaining high standards across ITSM and ITOM. This position is crucial for ensuring that the organization's IT services are efficient, reliable, and aligned with best practices.

Duties and Responsibilities:
Your primary duties will include configuring and optimizing ITSM and ITOM modules such as Incident, Problem, Change, Event, and Discovery. You will develop scripted workflows and automation using Flow Designer and Scripted REST APIs, deploy and fine-tune ServiceNow Discovery for accurate infrastructure and service mapping, and maintain the integrity of the CMDB. Additionally, you will build dashboards and reports that provide operational insights and SLA visibility, design and maintain integrations with third-party systems via REST/SOAP, and improve incident response processes through automation and escalation logic. You will also integrate ServiceNow workflows with DevOps pipelines to streamline CI/CD and release processes, resolve complex system and integration issues, uphold code quality and governance, mentor junior team members, and support additional ServiceNow modules as needed.

Required Qualifications:
To be considered for this position, you should possess a degree or equivalent professional experience. You must have strong experience in configuring ITSM workflows, particularly in Incident, Problem, Change, and Request management. Knowledge of Service Portfolio Management (SPM) modules such as Project Portfolio Management (PPM), Application Portfolio Management (APM), and Demand Management is essential. You should also have hands-on expertise with ITOM components, including Discovery, Service Mapping, Event Management, and Orchestration. Proficiency in developing automation through Flow Designer and Orchestration tools, a deep understanding of ITIL and its practical application in ServiceNow, and a proven ability to troubleshoot complex platform or integration issues are also required. Experience in creating advanced dashboards and reports for operational decision-making and strong integration experience with third-party tools and data sources are necessary. Additionally, you should be capable of mentoring others and guiding best practices across teams, as well as being comfortable making independent decisions to improve platform performance and service delivery.

Educational Background:
The educational background required for this position includes a degree in a relevant field such as Computer Science, Information Technology, or a related discipline. Equivalent professional experience may also be considered in lieu of a formal degree. Continuous professional development and certifications related to ServiceNow and ITIL are highly valued and may enhance your candidacy.

Experience:
Candidates should have a significant level of experience in IT service management and operations, particularly with ServiceNow. This includes hands-on experience in configuring and optimizing ITSM and ITOM modules, as well as a track record of successfully implementing automation and integration solutions. Experience in a similar role within a financial or international organization is advantageous, as it demonstrates familiarity with the complexities and challenges of such environments.

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

Additional Notes:
This position is offered on a fixed-term contract basis for a duration of three years. The role is full-time, and the EBRD promotes a hybrid working model, encouraging collaboration in person at least three days a week. The organization values diversity and inclusion, and it actively seeks to recruit individuals from various backgrounds. The EBRD also provides a comprehensive suite of competitive benefits aimed at supporting employee wellbeing and professional development.