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Analyst, Product Eng Serv. Now

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European Bank for Reconstruction and Development

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Location:
Bulgaria , Sofia

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Step into the world of digital employee experience with this exciting Engineering opportunity to configure and support Service Now for our HR and Workplace Service Delivery teams. You’ll help configure intuitive HR workflows, lifecycle events like onboarding and offboarding, and desk and room booking systems that employees rely on every day. From building and maintaining the Employee Center portal to refining HR knowledge content, you’ll play a hands-on role in making services smarter, simpler, and more accessible. This role is perfect for someone eager to develop their ServiceNow skills while supporting real-world use cases. You’ll assist with system testing, documentation, user queries, and the creation of dashboards to track key HR and workplace metrics. With exposure to Field Service Management (FSM), HRSD, WSD, and other modules, you’ll contribute to a seamless employee experience and gain foundational knowledge in platform configuration, governance, and digital service delivery.

Job Responsibility:

  • Supports the configuration of HRSD modules, including case templates and HR workflows
  • Contributes to the design and maintenance of the Employee Center portal, ensuring content is user-friendly and follows established guidelines
  • Assists in creating, editing, and organising HR and workplace-related knowledge articles to ensure accuracy and consistency
  • Supports in configuring lifecycle event templates, such as onboarding and offboarding, following pre-defined processes
  • Configures basic Workplace Service Delivery modules, such as desk and room booking systems
  • Participates in testing HRSD and WSD workflows to ensure functionality aligns with requirements
  • Assists in resolving basic employee requests within HR and Workplace Service Delivery, escalating complex issues as needed
  • Prepares and updates documentation for HRSD/WSD workflows, processes, and user guides
  • Adheres to platform governance guidelines while assisting with minor changes to HRSD and WSD configurations
  • Supports the creation of basic reports and dashboards for tracking HR metrics and workplace utilisation, ensuring data accuracy
  • Assists in the configuration of FSM modules, including task assignments and workforce scheduling
  • Assists other Service Now modules as needed

Requirements:

  • Educated to degree level or possesses equivalent professional experience
  • Familiarity with employee service workflows, including HR case handling and workplace booking processes
  • Experience with testing and supporting Employee Center features to ensure alignment with user needs and organisational requirements
  • Knowledge of maintaining HR and workplace-related knowledge bases, ensuring accuracy and accessibility for employees
  • Ability to follow established guidelines for implementing and testing workflows, assisting senior developers with module enhancements
  • Basic data analysis skills to monitor system usage and identify inconsistencies in HR and workplace data
  • Strong communication skills to assist end-users with queries and provide first-line support for system-related issues
  • Familiarity with ServiceNow fundamentals and experience using platforms to address HR or workplace management requirements
What we offer:
  • 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
  • We offer hybrid and flexible working arrangements
  • 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

Additional Information:

Job Posted:
December 25, 2025

Expiration:
December 31, 2025

Employment Type:
Fulltime
Work Type:
Hybrid work
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