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
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Develop, maintain and optimize SQL Server reports
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Support daily, weekly, and monthly business SQL reports
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Troubleshoot and resolve SQL reporting issues
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Maintain and improve existing SQL scripts and stored procedures
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Work closely with business stakeholders to understand reporting requirements
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Validate data accuracy and integrity across systems
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Optimize report performance and database queries
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Document reporting processes and dependencies
**ITGC ( IT General Controls – IT Audit ) **
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Support ITGC activities for assigned markets
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Provide audit evidence and documentation
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Ensure compliance with IT policies and controls
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Support internal and external audits
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Maintain documentation for controls and procedures
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Work closely with IT Security and Compliance teams
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Support NIST / ITSM / ITGC compliance requirements
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Identity & Access Management (IAM)
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Manage user access provisioning and de-provisioning across business systems
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Ensure Joiner, Mover, Leaver (JML) process compliance
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Review and manage user access permissions for business applications
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Conduct periodic access reviews and access recertification
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Support Role-Based Access Control (RBAC) implementation
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Maintain access control documentation
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Support Identity lifecycle management
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Support Privileged Access Management (PAM) governance
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Investigate and resolve access-related incidents
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Support audit requests related to access management
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Ensure compliance with ITGC and security policies
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Work closely with HR, IT Security, and Application Owners
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Monitor and report access control risks
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Support automation of access management processes
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Maintain audit trail for access changes
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Support onboarding/offboarding processes
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Ensure compliance with least privilege principle
IT Service & Application Support
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Provide Level 1 / Level 2 IT support for business applications and IT processes
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Troubleshot application and database issues
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Support business users with reporting and system issues
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Coordinate with global IT teams and vendors
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Inventory and Asset Management
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Manage incidents and service requests via ITSM tools
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Support critical business incidents
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Participate in problem management and root cause analysis
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Daily support for user administration and IT troubleshooting related to applications and IT processes
Business Systems Support
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Support local business applications
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Manage configuration changes and data maintenance
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Support integrations between systems
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Assist in new system implementations and upgrades
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Lead and participate in local and global project delivery
Continuous Improvement
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Identify opportunities for automation and process improvements
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Improve reporting efficiency
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Improve service delivery processes
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Document best practices and procedures
Required Skills & Experience
Technical Skills (Mandatory)
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Strong experience with Microsoft SQL Server
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Strong SQL scripting and query optimization skills
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Experience with SQL Server Reporting (SSRS), SQL Server Integration services (SSIS), Data Transformation Services Package (DTSX)
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Experience with Database management (Microsoft SQL)
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Advanced Microsoft Excel
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Experience with Excel VBA (Visual Basic for Applications)
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Experience working with large datasets
IT Service & Governance
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Experience with IT Service Management (ITSM) tools and practices.
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Experience working with ITGC (IT General Controls)
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Experience supporting audits
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Knowledge of ITIL framework (preferred)
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Experience with incident and problem management
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Experience with support of end users
Business & Analytical Skills
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Strong analytical and problem-solving skills
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Ability to understand business requirements
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Strong communication skills
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Stakeholder management skills
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Ability to work independently
Qualifications
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Bachelor’s degree in IT, Computer Science, or related field (preferred)
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3-5+ years experience in SQL / Reporting / IT Support role
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ITIL certification (nice to have)
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SQL certification (nice to have)
Nice to Have
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Experience with automotive / distribution business
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Experience with reporting tools (Power BI, SQL Server Reporting Services (SSRS) etc.)
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Experience with ERP systems
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Experience working in international environment
Key Competencies
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Analytical thinking
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Attention to detail
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Problem solving
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Customer focus
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Communication skills
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Team collaboration
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Proactive mindset
English Language Requirements
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Fluent English (spoken and written) is mandatory
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Ability to communicate effectively with international teams
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Ability to participate in technical and business meetings in English
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Ability to write technical documentation in English
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Ability to communicate with global stakeholders and vendors
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Experience working in international environment is highly preferred