IT Solutions Senior Analyst

Location: Bulgaria
Department: IT Service Management /  Inchcape Digital Delivery
Reports to: IT  Service Delivery Manager
Role Type: Full-time

Role Overview

We are looking for a IT Solutions Senior Analyst to join our IT Service Delivery team supporting business operations across  Bulgarian market ( BG ) + North Macedonia  ( NM ).

The successful candidate will be responsible for developing, maintaining and supporting SQL reports, ensuring ITGC (IT General Controls) compliance & Identity & Access Management (IAM), and providing IT service and application support to business users.

This role combines technical SQL expertise, IT governance, and business-facing IT support, making it ideal for candidates with strong analytical and service delivery skills.

The role plays a key part in ensuring business continuity, reporting accuracy, compliance, and operational excellence.

Key Responsibilities

SQL Reporting & Data Analysis

• Develop, maintain and optimize SQL Server reports
• Support daily, weekly, and monthly business SQL reports
• Troubleshoot and resolve SQL reporting issues
• Maintain and improve existing SQL scripts and stored procedures
• Work closely with business stakeholders to understand reporting requirements
• Validate data accuracy and integrity across systems
• Optimize report performance and database queries
• Document reporting processes and dependencies

ITGC ( IT General Controls – IT Audit )

• Support ITGC activities for assigned markets
• Provide audit evidence and documentation
• Ensure compliance with IT policies and controls
• Support internal and external audits
• Maintain documentation for controls and procedures
• Work closely with IT Security and Compliance teams
• Support NIST / ITSM / ITGC compliance requirements

Identity & Access Management (IAM)

• Manage user access provisioning and de-provisioning across business systems
• Ensure Joiner, Mover, Leaver (JML) process compliance
• Review and manage user access permissions for business applications
• Conduct periodic access reviews and access recertification
• Support Role-Based Access Control (RBAC) implementation
• Maintain access control documentation
• Support Identity lifecycle management
• Support Privileged Access Management (PAM) governance
• Investigate and resolve access-related incidents
• Support audit requests related to access management
• Ensure compliance with ITGC and security policies
• Work closely with HR, IT Security, and Application Owners
• Monitor and report access control risks
• Support automation of access management processes
• Maintain audit trail for access changes
• Support onboarding/offboarding processes
• Ensure compliance with least privilege principle

IT Service & Application Support

• Provide Level 1 / Level 2 IT support for business applications and IT processes
• Troubleshot application and database issues
• Support business users with reporting and system issues
• Coordinate with global IT teams and vendors
• Inventory and Asset Management
• Manage incidents and service requests via ITSM tools
• Support critical business incidents
• Participate in problem management and root cause analysis

• Daily support for user administration and IT troubleshooting related to applications and IT processes

Business Systems Support

• Support local business applications
• Manage configuration changes and data maintenance
• Support integrations between systems
• Assist in new system implementations and upgrades
•  Lead and participate in local and global project delivery

Continuous Improvement

• Identify opportunities for automation and process improvements
• Improve reporting efficiency
• Improve service delivery processes
• Document best practices and procedures

Required Skills & Experience

Technical Skills (Mandatory)

• Strong experience with Microsoft SQL Server
• Strong SQL scripting and query optimization skills
• Experience with SQL Server Reporting (SSRS), SQL Server Integration services (SSIS), Data Transformation Services Package (DTSX)
• Experience with Database management (Microsoft SQL)
• Advanced Microsoft Excel
• Experience with Excel VBA (Visual Basic for Applications)
• Experience working with large datasets

IT Service & Governance

• Experience with IT Service Management (ITSM) tools and practices.
• Experience working with ITGC (IT General Controls)
• Experience supporting audits
• Knowledge of ITIL framework (preferred)
• Experience with incident and problem management
• Experience with support of end users

Business & Analytical Skills

• Strong analytical and problem-solving skills
• Ability to understand business requirements
• Strong communication skills
• Stakeholder management skills
• Ability to work independently

Qualifications

• Bachelor’s degree in IT, Computer Science, or related field (preferred)
• 3-5+ years experience in SQL / Reporting / IT Support role
• ITIL certification (nice to have)
• SQL certification (nice to have)

Nice to Have

• Experience with automotive / distribution business
• Experience with reporting tools (Power BI, SQL Server Reporting Services (SSRS) etc.)
• Experience with ERP systems
• Experience working in international environment

Key Competencies

• Analytical thinking
• Attention to detail
• Problem solving
• Customer focus
• Communication skills
• Team collaboration
• Proactive mindset

English Language Requirements

• Fluent English (spoken and written) is mandatory
• Ability to communicate effectively with international teams
• Ability to participate in technical and business meetings in English
• Ability to write technical documentation in English
• Ability to communicate with global stakeholders and vendors
• Experience working in international environment is highly preferred