Senior IT Site Support - 3 months project

What we offer

The opportunity to work on innovative AI and Predictive Analytics projects within IT Operations;
Exposure to modern technologies such as Azure AI and Microsoft Fabric;
A dynamic and technology-driven working environment;
Hybrid working model – 1–2 days per week from the office;
3-month contract, with an ASAP start date;
Eligibility for an STI bonus, subject to the applicable company conditions.

We are Trenkwalder – an Austrian company and a leader in the field of human resources, with more than 200 offices in 16 European countries and over 19 years of experience on the Bulgarian market. For our client, well-established international manufacturing company - we are looking to recruit Senior IT Site Support for 3 months project.

Your Tasks

Support an AI-powered Incident Classification & Routing Pilot;
Analyze ServiceNow and operational data to identify trends, patterns, risks, and opportunities for improvement;
Develop and validate predictive models related to ticket volumes, KPI risks, and escalation trends;
Assess data quality and readiness for AI and analytics initiatives;
Translate analytical findings into clear recommendations and actionable solutions;
Develop business cases and implementation roadmaps for AI and analytics initiatives;
Collaborate closely with Service Desk, Incident Management, IT Operations, and other key stakeholders;
Contribute to the continuous improvement and digital transformation of IT support and service management processes.

Your Qualifications

2–4 years of relevant professional experience in AI, Machine Learning, Data Analytics, Predictive Analytics, or a related field;
Completed secondary or higher education, preferably in IT, Computer Science, Data Science, Statistics, Mathematics, or a similar discipline;
Hands-on experience with AI, Machine Learning, and Data Analytics;
Strong knowledge of predictive modelling and statistical analysis;
Good understanding of ServiceNow and IT Service Management (ITSM);
Practical experience with Python, Power BI, Microsoft Fabric, and Azure AI;
Excellent stakeholder management and communication skills;
Good command of English.

If you have a passion for AI, analytics, and technology and want to apply your expertise to real-world IT challenges, we would be happy to hear from you!

Your personal data is protected under the GDPR.

Registration with the MLSP No. 2711 dated 21.01.2019