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Service Management Expert (ServiceNow)


A1 Bulgaria is much more than just a telecommunications company. As part of the A1 Telekom Austria Group, we drive digitalization in 7 countries with innovative solutions and new business areas.

The A1 ICT Services division is responsible for the growth business area ICT. In addition to A1's IT and service infrastructure, we manage a broad portfolio of IT services and solution providers in cooperation with Business Unit Enterprise. Customer satisfaction, top quality and stability are prerequisites for our market success.

The ITSM Tools Team is responsible for the development and maintenance of Service Management processes in ServiceNow.
To strengthen the team we are looking for a Service Management Expert in the Business to Business area.


Your duties:
  • 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;
  • Develop and maintain detailed technical and process documentation;
  • Establishing and maintaining CMDB; managing data with import sets, updates sets and transform maps.

Required skills:
  • Experienced in design and implementation of ServiceNow ITOM;
  • Experienced in implementation, and customization of ITSM processes;
  • Excellent communication and client-relationship skills;
  • Basics in network technology (Router, Switches, Access Points,);
  • Basics in IP V4 and IP V6;
  • Good Experience in MySQL and MSSQL;
  • Experience in Health Check, Root Cause Analysis and error prevention;
  • Good experience in Java and Java Scripting;
  • Good Windows and LINUX Knowhow;
  • Fluent in English.

ServiceNOW specific skills required:
  • ITSM;
  • CSM, Service Portal;
  • Agile Development;
  • Administration and Configuration.

We offer:
  • Challenging assignments and career development opportunities in multinational environment;
  • Flexibility of working time and opportunity for home office;
  • Friendly atmosphere and motivated team of top-notch professionals to work with;
  • Opportunities for constant learning and career development via in-house and external certified training courses;
  • Attractive remuneration package and fringe benefits.

Apply now!

If you need further information about the position, please contact Tsveta Radeva /tsveta.marinova@a1.bg/.

The social benefits for this position are:


Deadline for applications: 03 January 2023
Only shortlisted candidates will be contacted.