Incident Request Management Specialist, Sofia

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

With us you can be yourself, feel meaningful, meet friends in a position:

Incident Request Management Specialist, Sofia

Contribution and key responsibilities:

• Manage and coordinate incidents related to information or specialized banking systems
• Monitor and communicate SLAs with business teams, IT teams, and management during incidents
• Perform, define, and maintain Request Fulfillment processes
• Log, resolve, or escalate requests related to incidents or issues
• Coordinate teams for the execution of requests related to information or specialized banking systems
• Analyze, classify, and report incidents or issues related to the Bank’s information systems

For efficiency and effective role performance:

• Bachelor’s degree
• Minimum 2 years of professional experience in the IT field, related to the IT Incident Management process
• Good understanding of the Incident Management process
• Experience with the ITSM tool ServiceNow is considered an advantage
• Experience in coordinating different IT teams/departments and external vendors
• Ability to prioritize and comply with SLAs
• ITIL Foundation / ITIL 4 certification is considered an advantage
• Working proficiency in English – written and spoken
• Teamwork skills
• Strong analytical skills

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
• To enjoy:
• Special conditions for employees when using the Bank’s products
• Participation in training and motivational corporate programs
• Personal space, care and balance - additional annual leave and health insurance; medical care; sports and respite

Become part of Fibank family by sending a CV with a recent photo by 16 March 2026 .

For additional information: contact the Human Capital Management Department, Internal Consultants Unit, phone 02/9100100.