About Akkodis:

Akkodis is a global digital engineering company and Smart Industry leader. Our 50,000 tech experts across 30 countries combine best-in-class technologies and cross industry knowledge to drive purposeful innovation for a more sustainable tomorrow.

With more than 19 years of experience in Bulgaria, we are the most mature Delivery Center of Akkodis. Our over 900 experts deliver technology solutions in IT, Software, Cloud, and Digital fields.

Position Highlights:

This role combines ITSM process management with hands-on Automation delivery. The specialist ensures ITIL processes are well-governed and continuously improved, while also building and deploying low-code/no-code solutions to automate workflows. By partnering with global IT teams, the role drives scalable automation, accelerates innovation, and supports operational excellence across IT service delivery.

In the role of Global Process & Tooling Citizen Development Automation Specialist, the Consultant will:

• Act as a citizen developer: building low-code apps, bots, and workflows to automate those same processes.
• Serve as a process specialist: ensuring ITIL processes are well-defined, governed, and continuously improved.
• Deliver automation solutions within DT&A Process & Tooling while creating patterns, templates for wider adoption.

Main responsibilities:

Hands-On Process Automation:

• Design, build, and deploy automation solutions using low-code/no-code platforms (n8n, Power Automate, ServiceNow).
• Embed automation directly into ITIL processes (incident, change, problem, request, CMDB, etc.) to streamline IT operations.
• Prototype, pilot, and scale production-ready automation.
• Apply AI where relevant: copilots, chatbots, document intelligence.

IPCM & Governance:

• Detect and define automation opportunities aligned with ITIL 4 and ITSM frameworks.
• Conduct requirements analysis with IT Ops, and Service managers.
• Monitor, test, and continuously optimize automations to maintain service reliability.
• Assist Global ITSM Process owners with the process governance and lifecycle management.

Citizen Development Enablement:

• Act as a role model citizen developer: showcasing quick wins through governed automation.
• Provide reusable templates and coaching for colleagues.
• Support intake, review, and approval processes to balance speed vs. control.

Main requirements:

• 3–5 years in IT Operations, Service Delivery, or IT process automation.
• Strong ITIL 4 knowledge with proven experience in ITSM tools (ServiceNow, Jira Service Management, Remedy).
• Demonstrated low-code citizen development portfolio — apps, bots, or workflows in production. Proven experience in distributed/global IT delivery with
• BPO and vendor ecosystems.
• Certifications in Microsoft Power Platform, ServiceNow, UiPath, or ITIL.
• Experience leading automation initiatives or centers of excellence.
• Familiarity with Lean, Six Sigma, or BPMN for process optimization.

Mandatory:

• Low-code/no-code platforms (n8n, Power Automate, ServiceNow).
• Strong ITIL 4 knowledge with proven experience in ITSM tools (ServiceNow, Jira Service Management, Remedy).
• Low-code citizen development portfolio — apps, bots, or workflows in production.

Nice to have:

• Certifications in Microsoft Power Platform, ServiceNow, UiPath, or ITIL

What we offer:

• Competitive remuneration packageReferral bonus program
• 24 days annual paid leave
• Additional health insurance (outpatient & hospital medical care, dental care, coverage of dioptric glasses, and more)
• Free Psychological Counselling via Green Line and on the spot
• Newborn or newly adopted child bonus
• Food vouchers - 150 BGN/month
• Upskilling & reskilling training programs and e-learning hub
• Recognition awards
• Sports cards (partially covered by the employer) and company sports initiatives
• Special company discounts
• Various social and charity initiatives

United by our passion for talent and technology, we look at the world differently. The future won’t wait, it’s time to make incredible happen. Are you ready?