Analyst, SLM & ITSM Data Insights

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

• The EBRD's mission is to promote the transition to open market-oriented economies and to foster private and entrepreneurial initiative in countries from Central Europe to Central Asia and the Southern and Eastern Mediterranean. The organization operates in over 30 countries and employs a diverse workforce of approximately 2,000 employees. The EBRD is committed to sustainability, equality, and digital transformation, and it values inclusiveness, innovation, trust, and responsibility in its operations.

Job Overview:
As an Analyst in SLM & ITSM Data Insights, you will be responsible for transforming complex IT service data into actionable insights that drive performance transparency and support smarter decision-making across the organization. Your role will involve working with advanced analytics tools such as ServiceNow and Power BI to enhance service quality, governance, supplier performance, and operational excellence. You will be expected to support the administration and operation of the Service Level Management (SLM) process and framework, ensuring compliance with approved standards and controls. This position requires a proactive approach to data management, including the maintenance of service-level agreements (SLAs), key performance indicators (KPIs), and other service metrics, while also investigating data anomalies and ensuring data quality. You will collaborate with various stakeholders to define and improve service commitments and drive continual improvement through automation and predictive analytics, ultimately contributing to measurable business outcomes.

Duties and Responsibilities:

• Support the administration and operation of the SLM process and framework in accordance with approved standards and controls.
• Maintain records of SLAs, XLAs, OLAs, KPIs, and service metrics, ensuring accurate collection, reconciliation, and validation of service performance data.
• Investigate anomalies in service performance data and escalate unresolved data quality issues.
• Maintain controlled SLM and ITSM reporting artifacts, including reports catalog, data dictionary logic, data models, standards, controls, dashboards, and scorecards.
• Provide transparent visibility of service performance, risk, compliance, supplier performance, and operational effectiveness.
• Collaborate with the SLM & ITSM Data Insights Manager and stakeholders to define, negotiate, monitor, and improve service commitments.
• Drive continual improvement and automation through advanced analytics, forecasting, data modeling, visualization, and self-service reporting.
• Provide subject matter expertise and promote a data-driven culture for SLM and ITSM data reporting, contributing to training and knowledge-sharing initiatives.

Required Qualifications:

• Demonstrated experience in delivering SLM and ITSM Data Insights within large, complex organizations, preferably in a multi-tier Service Integration and Management (SIAM) model.
• Practical experience in the design, implementation, and operation of SLAs, XLAs, OLAs, KPIs, and service metrics.
• Strong knowledge of SLM governance activities and artifacts, including SLA/OLA documentation and service performance reports.
• Experience in translating SLM and ITSM reporting requirements into ServiceNow configurations and reporting enhancements.
• Proven capability in developing automated and interactive reports, dashboards, and scorecards using tools like ServiceNow Reporting, Performance Analytics, and Power BI.
• Proficiency in analytics and integration technologies such as DAX, SQL, JavaScript, Tableau, REST APIs, and OData connectors.
• Experience in producing high-quality SLM and ITSM reporting outputs with an emphasis on accuracy and consistency.
• ITIL 4 certification with proficiency across all ITIL practices; desirable certifications include ITIL 4 Managing Professional modules.

Educational Background:
A bachelor's degree in a relevant field such as Information Technology, Computer Science, Business Administration, or a related discipline is required. Advanced degrees or certifications in IT service management or data analytics are advantageous and may enhance your candidacy.

Experience:
Candidates should have a minimum of 3-5 years of relevant experience in IT service management, data analytics, or a related field. Experience in a similar role within a large organization is preferred, particularly in environments that utilize ServiceNow or similar ITSM tools.

Languages:
Fluency in English is mandatory, both written and spoken. Knowledge of additional languages relevant to the EBRD member countries is considered an asset and may enhance your application.

Additional Notes:
This position is a full-time role with a fixed-term contract lasting 3 years. The EBRD promotes a hybrid working culture, encouraging collaboration in person at least three days a week. The organization values diversity and encourages applications from all qualified candidates, regardless of their background. Competitive benefits and a focus on employee wellbeing are also part of the EBRD's commitment to its workforce.