EBRD is looking an Assistant Analyst(x1). Apply Now

The EBRD is hiring an Assistant Analyst who will function as an HR specialist between our two locations in London. You will protect our HR information while serving as the first contact point for employees and your analytical work will help us break down complicated procedures. The position suits a detail-oriented communicator who uses ServiceNow to improve HR support and User Experience while making work easier for others. Join our team to create a workplace environment that supports employees and helps them learn throughout our global operations.

Assistant Analyst – Ask HR Specialist

Requisition ID: 36401
Office Country: United Kingdom
Office City: London
Division: Human Resources & Organisational Development
Contract Type: Short Term
Contract Length: 18 months
Posting Date: 29 January 2026
Application Deadline: 8 February 2026

Organizational Context and Role

The European Bank for Reconstruction and Development (EBRD) operates as a multilateral development bank which supports market economy projects through its investments in three different continents. The Human Resources & Organisational Development department of our organization provides essential support for our mission through its work with our diverse and skilled employees.

We are searching for an Assistant Analyst – Ask HR Specialist who demonstrates both proactive behavior and analytical thinking to join our London-based team. The position serves as a vital component of our HR operations because it involves handling and improving the Bank’s AskHR knowledge and service platform. Your mission will be to drive exceptional employee experience by ensuring staff, alumni, and external partners can easily find accurate information and get timely support on HR policies and procedures. You will operate as a link between technology and data and people while you shape new methods for delivering HR services and their ongoing advancement.

The 18-month position serves as an ideal opportunity for individuals who possess enthusiasm for customer service and knowledge management and data utilization to develop more efficient HR operations.

Key Accountabilities and Responsibilities

Your role is structured across three tiers of service delivery and strategic improvement:

1. Tier 0 – Self-Service & Knowledge Management:

• Champion the AskHR platform as the primary channel for resolving HR queries, enhancing user adoption and experience.
• Curate and maintain the platform’s knowledge base (KBAs), ensuring all articles are current, clear, and effective based on user feedback.
• Provide regular performance feedback to resolver groups, share best practices, and contribute to training for new platform users.
• Recommend and advise on new ServiceNow platform enhancements to improve functionality and user engagement.
• Oversee the improvement and management of HR support letters and templates in collaboration with relevant teams.

2. Tier 1 & 2 – Query Resolution & Service Coordination:

• The first contact point handles basic HR inquiries by providing accurate and empathetic answers which they use to route inquiries to the appropriate resolver group.
• You handle all service quality aspects which include managing complex queries to deliver users an uninterrupted experience when they need to reach Centres of Excellence (CoEs).
• The team works together with resolver groups to develop new knowledge articles and training materials which will enable them to handle increasing numbers of queries through self-service channels.

3. Root Cause Analysis & Continuous Improvement:

• The analysis of AskHR data together with user trends enables the discovery of main reasons behind frequently asked questions. The HR teams need to develop new processes and policies which will solve problems at their core.
• The HROD product owners need to receive proactive insights which will assist them in creating policies and services that reduce future inquiries.
• The organization uses trend data to establish upcoming contact points which enable them to reach out to employees before any potential problems arise.
• I conduct workshops and training sessions to teach HR department members how to use platform functions effectively.

4. Data, Analytics & Strategic Projects:

• The service management reports must be created and presented to HR leadership and to the entire department on a quarterly basis and an annual basis. The HR campaigns’ impact will be assessed by the Communications Department through platform data analysis which we will conduct together. The platform designer will control all aspects of design and user interface operations because they are in charge of system maintenance. The service delivery process will improve through my implementation of chatbots and Natural Language Processing (NLP) technologies which I will develop through my expertise. The process of creating and executing small-scale improvement projects will be done by me through independent work and through partnerships with IT.

Knowledge, Skills, Experience and Qualifications

Experience & Qualifications:

• The applicant needs to show they have worked in HR Operations or customer service or helpdesk positions. The candidate needs to show experience working directly with HR service desks or resolver groups.
• The applicant needs to show they have obtained a degree in a relevant field or they have gained work experience that matches this requirement.
• The candidate needs to demonstrate they understand HR policies and procedures plus all regular HR processes.
• The candidate needs to have HR system experience but ServiceNow experience makes him more qualified for the position.
• Candidates who understand or have worked with generative AI and chatbots and Natural Language Processing (NLP) technology will find their skills useful.

Skills & Competencies:

• The person demonstrates excellent organizational skills which enable them to handle multiple tasks while completing work on time through independent work.
• The person shows strong analytical abilities which enable them to solve problems while they examine details during their data analysis work to determine the underlying reasons.
• The person possesses exceptional communication skills which enable them to transmit information with care and deliver presentations to different groups while using data to create an engaging narrative.
• The individual demonstrates the ability to work effectively in an international team that operates across different locations.
• The individual possesses strong abilities to engage with stakeholders build relationships and work together with others.
• The person demonstrates resilience by maintaining operational capabilities which allow them to work effectively in critical situations that require confidentiality and security awareness.

Life at the EBRD

Working at the EBRD means being part of an agile, innovative, and diverse international organisation where your work directly contributes to shaping economies and improving lives. We offer a stimulating environment that values:

• Varied and engaging work interacting with experts across finance, policy, and the private sector.
• An inclusive culture that celebrates diversity and promotes flexible working (with an expectation of 50% office attendance).
• A core commitment to sustainability, equality, and digital transformation.

The bank considers diversity to be one of its fundamental values. We invite all eligible candidates from EBRD member countries to submit their applications without regard to their background or gender or sexual orientation or disability status.

Please note: Due to the high volume of applications, we are unable to provide detailed feedback to candidates who are not shortlisted.

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