Analyst, QA Eng. Serv. Now

• Developing and maintaining robust ATF test cases for ITSM, ITOM, SPM, and custom applications
• Writing scripts (e.g., JavaScript, Glide APIs) to support both testing and feature development
• Collaborating with platform engineers to ensure test coverage for new functionality and hotfixes
• Contributing to enhancements across modules (e.g., workflows, UI policies, business rules, catalogue items)
• Supporting platform upgrades and release validations with automated and manual testing
• Building dashboards and reports using Performance Analytics
• Supports the configuration of ITSM and ITOM modules by setting up forms, workflows, and basic scripts under the supervision of senior developers
• Contributes to workflow testing and automation solutions, ensuring they meet functional and technical requirements
• Support population of CMDB and CI data hygiene
• Supports Incident and Change Management within the ITSM module
• Contributes to the development of standard reports and dashboards using Performance Analytics
• Assists in monitoring integrations between ServiceNow and other systems, identifying any issues
• Supports the configuration and execution of ServiceNow Discovery scans to identify infrastructure components
• Diagnoses and resolves straightforward user issues related to ServiceNow modules, escalating more complex problems
• Prepares and updates documentation, such as user guides and process workflows, ensuring they are aligned with EBRD standards
• Follows platform governance guidelines to ensure that changes and configurations adhere to EBRD policies and best practices
• Assisting in the configuration of SPM modules, such as Project Portfolio Management (PPM) and Application Portfolio Management (APM), under the supervision of senior developers
• Validates platform upgrades using pre-defined test suites
• Supports updates to UI policies, ACLs, and catalog items
• Assists in bug fixing, simple scripting, and platform admin tasks
• Gathers requirements from users and documents use cases
• Assists other Service Now modules as needed

• Previous hands-on experience developing in ServiceNow (not just test automation)
• Strong knowledge of the ATF framework, test case design, and regression testing strategy
• Solid scripting and debugging skills
• Experience working in ITIL-aligned environments
• A proactive mindset with a focus on quality, automation, and continuous improvement
• Educated to degree level or possesses equivalent professional experience
• Experience with assisting in the configuration of ITSM modules such as Incident, Problem, Change, and Request Management
• Familiarity with ITOM capabilities like ServiceNow Discovery and Service Mapping, understanding their role in infrastructure monitoring and automation
• Experience with supporting day-to-day platform operations, such as data updates, minor workflow adjustments, and monitoring system performance
• Basic understanding of ITIL processes and principles, particularly in incident, problem, and change management workflows
• Ability to follow guidelines and collaborate with senior team members to support module enhancements and updates
• Strong analytical and problem-solving skills to support the identification of system issues and their resolution
• Knowledge of ServiceNow reporting tools to assist in creating basic dashboards and performance metrics for IT service delivery
• Familiarity with basic scripting concepts in ServiceNow (e.g., for business rules or UI policies)
• Effective communication skills to assist IT teams with queries and provide first-line platform support

Preferred certifications: ServiceNow Certified System Administrator (CSA) and ITIL Foundation Certification

• 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