Service Desk Operations Assurance Analyst (ITSM)

Location: Hybrid, Sofia, Bulgaria

Company

hirify.global is a global data and technology company serving markets including financial services, healthcare, automotive, agribusiness, and insurance.

What you will do

• Conduct quality assurance reviews across Service Desk activities and provide actionable feedback.
• Monitor adherence to Service Desk processes, policies, standards, and operational controls.
• Assess control effectiveness and identify gaps, risks, and non-compliance.
• Support Major Incident Management through post-incident reviews, analysis, action tracking, and reporting.
• Analyse operational data and trends to identify recurring issues and improvement opportunities.
• Maintain assurance metrics, dashboards, and reporting while supporting audit and compliance activities.

Requirements

• Experience performing quality assurance, service assurance, or operational quality reviews in an IT Service Management, Service Desk, or IT Operations environment.
• Experience assessing adherence to agreed processes and standards and providing constructive, actionable feedback.
• Experience analysing service performance, operational trends, incidents, and quality data to identify recurring issues, risks, and improvement opportunities.
• Practical understanding of ITIL/ITSM processes, particularly Incident, Major Incident, Problem, and Change Management.
• Experience reviewing process adherence, identifying quality gaps, and producing clear reporting.
• Experience with ServiceNow or an equivalent ITSM platform, including root cause analysis and Problem Management.
• Experience with Major Incident ticket quality assurance or post-incident reviews.
• Experience reviewing knowledge management quality.
• Experience producing dashboards or reports using Excel, Power BI, ServiceNow, or similar tools.

Culture & Benefits

• Permanent, full-time employment with flexible working hours and home-office options within the hybrid arrangement.
• Professional development programmes, career pathways, and unlimited access to online training, learning materials, and books.
• Social benefits including life insurance, food vouchers, additional health insurance, monthly flex allowance, internet coverage, corporate discounts, and an Employee Assistance Program.
• 25 days of paid vacation, one additional birthday day off, and three extra paid days for participation in social responsibility events.
• People-first, inclusive, and purpose-driven work environment with a recognized team spirit.