Expert IT Analyst
Summary
Designs and maintains IT service architectures, workflows, and integrations for a self-service portal ecosystem, translating business needs into technical solutions using platforms like BMC Helix.
Responsibilities:
Own the end-to-end service architecture, workflows and integrations supporting the Self Service Portal ecosystem
Analyse business needs and translate requirements into technical solutions
Design, develop and maintain requestable services and automated workflows
Design service questionnaires, approval flows and integrations
Assess the impact of new requirements, service modifications and platform changes
Troubleshoot complex service-related incidents and perform root cause analysis
Collaborate with service owners, platform teams and stakeholders to deliver aligned solutions
Create and maintain technical specifications, process documentation and operational procedures
Support testing, deployments and continuous improvement initiatives
Drive standardisation, automation and optimisation across the service catalogue
Requirements:
Strong experience as an IT Analyst, System Analyst, Service Developer or similar role
Hands-on experience with BMC Helix, Digital Workplace, Self Service Portal or comparable service management platforms
Proven experience building and maintaining requestable services and automated workflows
Good understanding of service architecture, integrations and enterprise application design
Strong knowledge of databases and SQL
Experience analysing incidents and resolving complex service-related issues
Ability to understand the full lifecycle of a service, from requirements and design to implementation, modifications and operational support
Strong documentation skills with the ability to produce clear technical and functional documentation
Experience working in Agile environments
Excellent stakeholder management and communication skills
Proactive mindset with strong ownership and problem-solving capabilities
Very good command of English, both spoken and written
Nice to have:
Experience with APIs, Active Directory, IIQ or other identity and automation platforms
Knowledge of IT Service Management processes
Experience with enterprise workflow orchestration and service automation platforms