Job Description

The Global Network Refresh (GNR) is a strategic Business and Technology initiative aimed at replacing end-of-life and end-of-support equipment across EBRD s Regional Offices (ROs). The project is designed to enhance operational stability, mitigate cyber security risks, and modernize network and hosted services. Key Objectives: Strengthen cyber security across Regional Offices. Enhance user experience by upgrading network and IT security infrastructure. Reduce IT downtime and the risk of service disruptions. Enable improved cloud service accessibility and performance. Expand Wi-Fi coverage and optimize performance. Consolidate hardware to drive efficiency and manageability. The implementation phase will run for six months, transitioning ROs to the new service on a structured schedule. There is no expectation of dual-running network services within individual ROs during the transition. Given the scale and complexity of this transformation, there will be a notable increase in ITSM activities, particularly across Configuration, Change, and Release Management. This role has been established to ensure adequate ITSM resource capacity for both BAU and project-related workloads, with a focus on seamless deployment execution and adherence to ITSM processes and tooling. The key experience required for this role is around CMDB in ServiceNow, aligned to CSDM. Role Descriptions [MJ5] As part of the GNR project, this role is responsible for ensuring ITSM processes - particularly Configuration, Change, and Release Management - are effectively followed and maintained during the implementation of the new network infrastructure across Regional Offices (ROs). The analyst will work closely with the existing EBRD s Change, Release, and SACM teams, ensuring the CMDB remains accurate, and supporting change control processes for network and hosted service transitions. Configuration Management responsibilities will include: Maintain and update ServiceNow Configuration Management Database (CMDB) records related to GNR assets, ensuring accuracy and alignment with existing ITSM policies. Track asset lifecycle changes and ensure all deployed hardware/software components are correctly documented. Support data quality initiatives, validating asset records against discovery tools and project deployments. Work with ServiceNow CMDB to reconcile discrepancies and drive continuous improvements. Collaborate with the project, network and IT teams to ensure all new infrastructure components are properly classified and linked within the CMDB. Ensure alignment with EBRD s IT governance standards. Change and Release Management responsibilities will include: Ensure network-related changes are assessed, categorized, and documented correctly. Assist in managing Change Requests (CRs) related to network deployments, ensuring minimal disruption to business operations. Support risk assessment activities related to infrastructure transitions, ensuring impact analysis is conducted for all planned changes. Work with stakeholders to ensure smooth release deployments and adherence to release governance processes. Additional ITSM Collaborate with Major Incident Management (MIM) to provide CMDB and change-related insights during critical incidents. Support Problem Management by ensuring accurate asset and change history records are available for root cause analysis. Assist with Knowledge Management, documenting lessons learned, process improvements, and standard procedures related to GNR. Reporting & Governance: Ad-hoc and regular reports on ITSM process execution, highlighting key trends, risks, and operational performance. Contribute to lessons learned sessions and recommend improvements based on observed patterns in change, release, and asset management. Ensure strict adherence to ITSM policies and SIAM processes, ensuring all changes align with regulatory and operational standards. Skills & Experience Required: Substantial evidenced and demonstrable hands-on experience with Configuration Management, preferably with ServiceNow CMDB, aligned to CSDM. Hand-on experience in managing large volumes of CMDB data (components, services) in ServiceNow, aligned to CSDM. Solid understanding of Change and Release Management processes, including risk assessment, CAB participation, and deployment coordination. Strong familiarity with network infrastructure components Ability to produce structured reports and dashboards, based on ServiceNow data, for senior ITSM leadership. Excellent communication and collaboration skills, with experience working across remote/offshore teams.