Business Analyst (ITSM)

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8575 Sofia, Bulgaria IT Permanent

The role: Business Analyst (ITSM)

We are looking for a Business Analyst (ITSM) to join our Infrastructure and Platform Team within PokerStars, to be based in our team in Bulgaria!

Our tech teams work remotely within Bulgaria, occasionally you’ll need to come to the office in Sofia. Not often, but up to 4-5 times a month and of course, we’ll cover all related expenses. Working as a team is what makes us great and spending quality time together is essential for keeping us mission-aligned.

Are you our next star player?

Working within the IT Infrastructure team you will identify and transform business needs into solutions, including developing integrated processes and technology solutions, evangelizing best practices and technological tools.

Why we need you:

Within this role you will play a key role in supporting development, building and continuous improvement of various ITSM practices, including Service Desk, Asset Management, End Point Management, Data Centre Infrastructure Management, Service Lifecycle Management, Configuration Management, Change Management, Incident Management.

Key Responsibilities

  • Engage with stakeholders, analyze and synthesize provided information
  • Identify business rules, functional requirements, non-functional requirements through cases and stakeholders
  • Direct the gathering of requirements for applying technology solutions to satisfy corporate needs
  • Develop integrated processes and technology solutions
  • Produces written content such as:
          o All requirements in the form of a Business Requirement Document (BRD)
          o Solutions to those needs in the form of Functional Requirement Document (FRD)
          o Fit/Gap analysis
          o “As is” and “to be” Business Process Models (BPM) workflows
          o Use Cases
          o UML diagrams, Use Case Diagram and Activity Diagram
          o high level data flow diagrams with the support of the architects,
          o Story boards and workflows
          o Tests Plans for the Quality Assurance team
          o Change management documents (policies, training, communication)
  • Communicate and solve the Fit/Gap analysis with all stakeholders impacted.
  • Participate in the evaluation and benchmarking of market solutions when required
  • Participate as member of the team on parts of the project plan
  • Create tests cases and conduct manual testing
  • Support the User Acceptance Testing (UAT) phase
  • Ensure knowledge transfer and documentation of the new solution;=
  • Evangelize best practices and technology tools, market and socialize the solutions


Who are we looking for:

Relevant experience:

  • Experience in ITSM business analysis or equivalent experience;
  • Experience in managing IT projects
  • Experience working across organizational boundaries on a local and global basis
  • Knowledge of Atlassian products (Jira / Jira Service Management / Insight) is an asset


  • Good knowledge of business process design
  • Understanding of IT Asset Management, Service Lifecycle Management, Configuration

Management best practices

  • Understanding of the project lifecycle and resources involved
  • Good knowledge of Requirement Management
  • Good knowledge of the analysis and conception of IT software and systems;
  • Understanding of the project lifecycle and resources involved
  • Understanding of different project delivery methodologies (Agile/Waterfall), is an asset
  • Knowledge of an IT service management product
  • Basic understanding of IT infrastructure and it’s relation to applications and business services, an asset;
  • Understanding of interface ergonomics and design
  • Data analysis skills (using Excel, SQL or other tools)

Nice to have:

  • Degree in Management Information Systems, Computer Information Systems, Computer Science, or a related field is a plus
  • Certification of Competency in Business Analysis is a plus
  • ITIL Certification is a plus

What’s in it for you?

You will hone and expand your skills and grow your carrier in areas of online gaming and complex enterprise systems of the size and complexity found in large financial institutions.

The salary for this job is based on experience, so whilst we are not able to go into detail at this stage, we can say that we offer great salary packages and also like to throw in a discretionary annual performance bonus. In addition, we provide advice and financial relocation assistance to those moving to Bulgaria.

We offer health and dental insurance for you, your partner and your children (if you all live at the same address). In addition, you are entitled to a personal allowance interest which encourages our employees to upskill themselves or pursuing a hobby. A baby bounty is offered to our employees as well, granting 1000 BGN upon the birth of a child.

Our in-house training and development team deliver fantastic support in terms of developing your skills and helping you progress your career. In the office there is always free fresh fruit, snacks and drinks. In addition, we contribute a certain amount to the transportation and lunch expenses of our employees.

Our employees can always enroll to our sports program, and in terms of relaxation we have a playroom, including a PlayStation and a pool table. Our social team organizing great events; including our sensational summer and Christmas parties.

What happens next?

We will aim to get back to you as soon as possible. If you meet the criteria, then we will invite you to a phone interview and if that goes well, we’ll meet you for a face-to-face interview.


The Group:

PokerStars is part of Flutter Entertainment Plc, a global sports betting, gaming and entertainment provider headquartered in Dublin and part of FTSE 100 index of the London Stock Exchange, which brings together exceptional brands, products and businesses and a diverse global presence in a safe, responsible and ultimately sustainable way.

We are an equal opportunity employer that values diversity. We do not discriminate on any protected characteristic as defined by applicable law.

We will look to provide reasonable accommodation for applicants with disabilities to participate in the job application or interview process. If you need assistance, please contact:

Please note we cannot accept general applications; this inbox is just for providing support to those who need it.




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