ITSM Expert (ServiceNow)

Our client is a leading telecommunication services provider with a strong presence in the Bulgarian market. The company has over 20 years of presence in the Bulgarian market as one of the first mobile operators with high standards in the care of its employees and customers. As a part of their growing business, they manage a broad portfolio of IT services and solution providers in cooperation with Business Unit Enterprise and therefore they build up a local ITSM Tools Team which will be responsible for the development and maintenance of Service Management processes in ServiceNow. It is an international team of Austrian & Bulgarian specialists. The person we seek for can be based in Sofia and be on a hybrid working model, but can also work fully remote upon candidate's preferences. In order to strengthen its ICT Services Division department our client is currently looking for an experienced:

ITSM Expert (ServiceNow)


- Requirement gathering from business stakeholders;
- Implementation of ITSM processes in ServiceNow ITSM platform in accordance with best practices;
- Administration of all aspects of customers’ ServiceNow platforms;
- Performing core system configuration tasks;
- Working with UI policies, data policies, UI actions, business rules and client scripts;
- Adding and administering users, groups and roles;
- Creating work-flow activities and approvals;
- Creating new applications and new modules to establish an information hierarchy;
- Personalizing and creating forms and fields for the various roles and groups to target company requirements;
- Enrichment of Service Portal and developing new catalogue items and Fulfillment Workflows;
- Development of custom applications on the ServiceNow platform;
- Integration of external systems with ServiceNow platform;
- Developing and maintaining detailed technical and process documentation;


- University degree;
- Experience in design and implementation of ServiceNow ITOM;
- Experience in implementation, and customization of ITSM processes;
- Basics in network technology (Router, Switches, Access Points,);
- Basics in IP V4 and IP V6;
- Experience in Health Check, Root Cause Analysis and error prevention;
- Good Windows and LINUX knowhow;
- Fluent in English.

Should you consider yourself as the right candidate for this role, we would be glad to receive your CV in English.

Only shortlisted candidates will be contacted by our consultants.

Applying for this position, you are authorizing Novi Global to work and process with your personal information following the Law for Personal Data Protection.

Agency license Number 2123 issued on 04.10.2016.
Job Type:
Job Title:
ITSM Expert (ServiceNow)
Bulgaria - Any Region

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