Associate End User Experience Engineer

European Bank for Reconstruction and Development; Greater London; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

An international financial institution based in Greater London is seeking an Associate responsible for designing, implementing, and supporting the Bank’s platforms and software solutions. The role involves managing end-user support teams, ensuring adherence to ITIL practices, and leveraging Agile methodologies to enhance service delivery. Candidates should have a relevant degree, experience in IT support, and strong documentation and communication skills. This position promotes a diverse and inclusive work environment.

Benefits

Inclusive working culture

Professional development opportunities

Flexible working arrangement

Qualifications

• Strong understanding of end-user technologies including Windows, macOS, iOS, Android, M365.
• Experience managing small teams or Analysts in an IT support setting.
• Strong documentation, communication, and reporting skills.

Responsibilities

• Manage a team of Analysts providing end-user support.
• Ensure adherence to ITIL practices for incident and request management.
• Oversee hardware diagnostics, repairs, and upgrades.

Skills

ITIL v4 practices

End-user technologies

Device lifecycle management

User engagement

Team management

Complex decision-making

Documentation skills

Service delivery experience

Education

Degree in IT, Computer Science or related discipline

ITIL v4 Foundation

Tools

ServiceNow ITSM

Job description

Purpose of Job

The Associate is responsible for the design, implementation, maintenance, and support of the Bank’s platforms and software solutions.

The Associate plays a critical role within the squad, taking a lead on designing, developing and optimising EBRD's infrastructure and software solutions within their own value stream.

The Associate provides guidance to individual contributors and works closely with other multi-functional teams and business product owners, to deliver high quality, product aligned services, that meets our users' needs.

The role may involve leading small projects and the individual is expected to be proficient in software design and ability to implement CI/CD pipeline, Infrastructure as Code (IaC) or technologies within their specialism.

Accountabilities & Responsibilities

Simplify to amplify: Working within a squad or team, the Analyst questions complexity within their role and focuses on simplifying their tasks. The Analyst adopts a "good enough is better than perfect" mindset.

Act decisively, commit fully: The Analyst, working within a squad or team, makes decisions on their day-to-day tasks swiftly and commits fully. The Analyst adopts a continuous learning mindset and contributes and aligns with team decisions and takes a fail fast, learn fast risk based approach, ensuring we learn from each decision.

Listen well and speak up: The Analyst demonstrates openness and is comfortable sharing their questions and ideas with team members, demonstrating their commitment to a continuous learning and growth mindset. They are curious and open to different perspectives, playing back and validating what they have learnt and are willing to speak up when they feel that something isn't right, or they have ideas to share.

Collaborate smartly: An active member of a squad, the Analyst demonstrates a highly collaborative approach, contributing to the collective success of a team. The Analyst understands that collaboration and communication are the foundations of enabling their ability to learn and grow with the support of peers and senior team members, IT management and business colleagues.

Engineering Excellence: The Analyst will bring a continuous learning mindset to enable measurable improvement of technical skills, working with experienced colleagues to embed and embrace best practices and coding standards.

Taking ownership and responsibility for the quality of individual work, enables each team member to bring their best work to enable team success, seeking feedback and asking for help when needed and being an active member in engineering communities of practice within and outside the Bank.

Agile Ways of Working: The Analyst will embrace Agile Ways of Working with a willingness to learn, adapt, seek feedback and use experimentation to bring a continuous feedback approach to enhance processes and our IT services.

Managing cost and budget: The Analyst will use the appropriate tooling to track time and effort, ensuring that work is done in the most efficient ways possible.

Quality at our core: The Analyst takes ownership and responsibility for all they do, ensuring that all work meets expected levels of performance and quality, whilst balancing our ability to deliver at pace.

Secure First: The Analyst is aware of the fast-moving cyber threat landscape and understands that it is part of every team member’s responsibility to take a 'secure first' mindset at every stage of the engineering or development lifecycle. The role will be diligent in following agreed principles, practices and tooling, to ensure that EBRD systems, people and data remain safe and secure.

End-User Experience

The Associate End User Experience resource enables high-quality end-user support by managing a team of Analysts, ensuring incidents and requests are resolved efficiently while maintaining a user-first focus. The role is responsible for day-to-day delivery oversight, operates without supervision, and manages week-to-month responsibilities with confidence and proficiency.

They are responsible for managing and coordinating Analysts in delivering end-user support across laptops, desktops, mobile devices, peripherals, and corporate applications.

Enable consistent service delivery by ensuring Analysts follow established guidelines, knowledge articles, and regional procedures.

Operate proficiently across multiple technologies (Windows, macOS, iOS, Android, M365, VPN, collaboration platforms, and security tools), providing guidance and escalation support where required.

Manage complexity holistically by balancing incident resolution, service requests, and proactive maintenance activities.

Confidently make decisions within operational scope, ensuring escalation to senior leadership only when necessary.

Oversee and quality-check activities such as hardware diagnostics, repairs, upgrades, imaging, patching, deployments, refresh, and disposals.

Are responsible for planning and coordinating Analyst support for Annual Meetings, business events, and regional office visits/projects.

Contribute to continual improvement by capturing lessons learned, embedding user feedback, and refining processes and knowledge articles.

Provide coaching and day-to-day leadership to Analysts, enabling skill development and alignment with Agile ITSM practices.

Play a critical role in user engagement and relationship management, building trust, acting as a point of escalation, and ensuring a positive end-user experience.

Knowledge, Skills, Experience & Qualifications

End-User Experience

• Knowledge of ITIL v4 practices, with focus on Incident, Request Fulfilment, Problem, and Knowledge Management.
• Strong understanding of end-user technologies including Windows, macOS, iOS, Android, M365, VPN, collaboration platforms, and security tools.
• Proficient in device lifecycle management (imaging, patching, deployment, refresh, disposal) and hardware diagnostics, upgrades, and repairs.
• Skilled in user engagement and relationship management, building trust and acting as a point of escalation.
• Experience managing small teams or Analysts, ensuring consistent service delivery and operational excellence.
• Confident in decision-making within operational scope, managing complexity holistically across multiple support streams.
• Strong documentation, communication, and reporting skills, able to simplify complexity for end users and stakeholders.
• Demonstrable experience in service delivery or technical support within medium/large IT environments, ideally with exposure to regional/remote support.
• ITIL v4 Foundation required; advanced ITIL modules, Agile/Scrum/SAFe, or ServiceNow ITSM certifications desirable.
• Degree or equivalent experience in IT, Computer Science, or related discipline preferred.

What is it like to work at the EBRD?

Our agile and innovative approach is what makes life at the EBRD a unique experience! You will be part of a pioneering and diverse international organisation, and use your talents to make a real difference to people's lives and help shape the future of the regions we invest in.

The EBRD environment provides you with:

• Varied, stimulating and engaging work that gives you an opportunity to interact with a wide range of experts in the financial, political, public and private sectors across the regions we invest in;
• A working culture that embraces inclusion and celebrates diversity;
• An environment that places sustainability, equality and digital transformation at the heart of what we do.

Diversity is one of the Bank’s core values which are at the heart of everything it does. A diverse workforce with the right knowledge and skills enables connection with our clients, brings pioneering ideas, energy and innovation. The EBRD staff is characterised by its rich diversity of nationalities, cultures and opinions and we aim to sustain and build on this strength. As such, the EBRD seeks to ensure that everyone is treated with respect and given equal opportunities and works in an inclusive environment. The EBRD encourages all qualified candidates who are nationals of the EBRD member countries to apply regardless of their racial, ethnic, religious and cultural background, gender, sexual orientation or disabilities. As an inclusive employer, we promote flexible working and expecting our employee to attend the office 50% of their working time.