Change Management Expert IT Architecture and Policy Specialized Unit
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Who we are – WE ARE:
Leaders in innovation and a favorite brand of thousands of Bulgarians
Different and we encourage diversity - this gives us invaluable advantages
Flexible, operational and without barriers in the organization and internal communication
What makes us different - THE UNIQUE TEAM OF:
Colorful, interesting and valuable personalities
Professionals striving for the maximum
Like-minded people who like, support and value each other
Contribution and key responsibilities:
Runs the day-to-day flow of change requests — checks scope, classification and quality before they move forward
Keeps the change schedule and the freeze calendar accurate, and spots conflicts before they reach production
Supports the Change Advisory Board — prepares the materials, documents the decisions and tracks them through to completion
Reviews the risk assessment behind significant changes and safeguards segregation of duties across the change lifecycle
Develops and maintains the Bank's change management documentation — procedures, working instructions and CAB rules — in line with DORA and ITIL 4.
Helps shape how change management works in the Bank's ITSM platform, from process design to configuration decisions
Tracks process KPIs, maintains the reporting and dashboards, and escalates deviations, unauthorized and failed changes
Runs post-implementation reviews and turns lessons learned into concrete process improvements
Acts as the go-to person for colleagues across the Bank on the change management process and the system behind it
For efficiency and effective role performance:
3+ years in an IT environment — ITSM, IT operations, IT governance or a similar function
Working knowledge of ITIL 4; certification is an advantage
Experience with an enterprise ITSM platform — ServiceNow is a strong advantage.
Familiarity with the regulatory requirements applicable to ICT change management in banking — DORA and the related technical standards. Depth here is welcome, but not a prerequisite
Strong organizational skills and attention to detail: this role keeps order in a high-volume process
Analytical mindset and the ability to make a complex process simple.
The ability to speak the language of technical teams and business units alike, and to hold a position with arguments
Very good written and spoken English
Prospects and opportunities:
To be successful and receive recognition - with us, the path from a personal initiative to a working practice is quick and short
To feel understanding and support – every day we build and preserve the pleasure of our work together
