{"id":2390691,"url":"https://alion.io/job/ebrd-analyst-slm-itsm-data-insights","title":"Analyst, SLM & ITSM Data Insights","company":{"id":1756246,"name":"EBRD","domain":"ebrd.com","url":"https://alion.io/company/ebrd-com","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Analytics","role_family":"Analytics","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sofia, Bulgaria"],"countries":["BG"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"JavaScript","optional":false},{"name":"Power BI","optional":false},{"name":"Rest API","optional":false},{"name":"ServiceNow","optional":false},{"name":"SQL","optional":false},{"name":"Tableau","optional":false}],"status":"live","first_seen_at":"2026-09-24T00:00:00Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-10-28T00:43:12Z","board_verified":true,"closed_at":null,"days_open":34,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":34},"description":"Requisition ID\n36988\n\nOffice Country\nBulgaria\n\nOffice City\nSofia\n\nDivision\nInformation Technology\n\nFull-Time/Part-Time\nFull Time\n\nContract Type\nFixed Term\n\nContract Length\n3 years \n\nPosting End Date\n07/10/2026 \n\nTransform service data into business impact. As an Analyst, SLM & ITSM Data Insights, you'll turn complex IT service data into meaningful insights, drive performance transparency, automate reporting, and help shape smarter decisions across the organisation. Working with ServiceNow, Power BI and advanced analytics, you'll play a key role in improving service quality, governance, supplier performance and operational excellence.\nAccountabilities & Responsibilities\nSupport the administration and operation of the SLM process and framework in line with approved standards, controls and guidance.\n\nMaintain SLA, XLA, OLA, KPI and service-metric records while collecting, reconciling and validating service-performance data, investigating anomalies and escalating unresolved data-quality issues.\n\nMaintain controlled SLM and ITSM reporting artefacts, including the reports catalogue, data dictionary logic, data models, standards, controls, dashboards and scorecards, ensuring consistent, reusable and trusted reporting across the organisation.\n\nProvide transparent visibility of service performance, risk, compliance, supplier performance and operational effectiveness, supporting enterprise IT risk, assurance and governance reporting requirements.\n\nWorking alongside the SLM & ITSM Data Insights Manager, internal and external stakeholders, provide support in helping define, negotiate, monitor, align and improve service commitments, ensuring alignment between business services, operational teams and contractual obligations.\n\nDrive continual improvement, automation and predictive service insights through advanced analytics, forecasting, data modelling, visualisation, self-service reporting anddata integration, helping identify emerging risks, improve service stability, reduce manual effort and deliver measurable business outcomes.\n\nProvide subject matter expertise and promote a data-driven culture for SLM, service performance reporting and ITSM data to internal and external teams contributing to providing training, awareness, knowledge-sharing and working groups, improving understanding of service performance, reporting and data ownership practices.\n\nKnowledge, Skills, Experience & Qualifications\nDemonstrated experiencedeliveringSLM and ITSM Data Insights within large, complex organisations, ideally operatingin a multi-tier SIAM model.\n\nPractical experience supporting the design, implementation and operation of SLAs, XLAs, OLAs, KPIs, service metrics and performance targets.\n\nStrong working knowledge of SLM governance activities and artefacts, including SLA/OLA documentation, service performance reports, scorecards and service improvement plans.\n\nExperience translating SLM and ITSM reporting requirements into ServiceNow configuration, reporting enhancements and workflow improvements.\n\nProven capability developing automated and interactive reports, dashboards and scorecards using ServiceNow Reporting, Performance Analytics, Platform Analytics, Power BI or comparable tools.\n\nProficiency in analytics and integration technologies and frameworks such as DAX, SQL, JavaScript, Tableau, REST APIs and OData connectors to support consolidated, multi-source ITSM performance insight.\n\nExperience producing controlled, high-quality SLM and ITSM reporting outputs, with emphasis on accuracy, consistency, traceability and effective use of enterprise data.\n\nITIL 4 certified with broad proficiency across all ITIL practices.\nDesirable: ITIL 4 Managing Professional modules, including: CDS, DPI, DSV, HVIT and MSF.\n\nWhat is it like to work at the EBRD? / About EBRD\nOur agile and innovative approach is what makes life at the EBRD a unique experience! You will be part of a pioneering and diverse international organisation, and use your talents to make a real difference to people's lives and help shape the future of the regions we invest in.\nAt EBRD, our Values - Inclusiveness, Innovation, Trust, and Responsibility - are at the heart of how we work. We bring these to life through our Workplace Behaviours: listening well and speaking up, collaborating smartly, acting decisively with full commitment, and simplifying to amplify our impact. These principles shape our culture and define our success. We seek individuals who not only share these values but are also committed to embedding them in their daily work, fostering a positive and high-performing environment.\nThe EBRD environment provides you with:\nVaried, 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. \nA working culture that embraces inclusion and celebrates diversity. Our workforce reflects a broad range of backgrounds, perspectives, and experiences, bringing fresh ideas, energy, and innovation and enhancing our ability to serve our clients, shareholders, and counterparties effectively.\nWe offer hybrid and flexible working arrangements and believe we operate at our best when collaborating 3 days a week in person (minimum). \nAn environment that places sustainability, equality and digital transformation at the heart of what we do. \nA workplace that prioritises employee wellbeing and provides a comprehensive suite of competitive benefits. \nDiversity is one of the Bank’s core values which are at the heart of everything it does. As such, the EBRD seeks to ensure that everyone is treated with respect and given equal opportunities and works in an inclusive environment. The EBRD encourages all qualified candidates who are nationals of the EBRD member countries to apply regardless of their racial, ethnic, religious and cultural background, gender, gender identity, sexual orientation, age, socio-economic background or disability.\nPlease note, that due to the high volume of applications received, we regret to inform you that we are unable to provide detailed feedback to candidates who have not been shortlisted (for further consideration).","description_format":"text","description_chars":6197,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible schedule"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Financial Services","Sales & Marketing","Email Marketing"],"lifecycle":[{"event":"open","at":"2026-10-12T21:07:18Z"}],"visa":[],"liveness":{"score":16,"band":"cold","label":"Long shot","p_open":1,"p_active":0.46,"p_room":0.35,"age_days":33,"expected_fill_days":16,"reasons":["conf:3","velocity","win:tail"],"computed_at":"2026-10-27T05:46:45Z"},"pay":null,"html_url":"https://alion.io/job/ebrd-analyst-slm-itsm-data-insights","json_url":"https://alion.io/job/ebrd-analyst-slm-itsm-data-insights.json","meta":{"generated_at":"2026-10-28T05:47:03Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":7570,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-29T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1756246},"rest":"https://alion.io/mcp/rest/get_company?id=1756246"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Febrd-analyst-slm-itsm-data-insights"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Febrd-analyst-slm-itsm-data-insights"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Febrd-analyst-slm-itsm-data-insights"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ebrd-analyst-slm-itsm-data-insights\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Febrd-analyst-slm-itsm-data-insights"}]}