Expert IT Analyst
Summary
Designs and improves self-service IT portals for banking users, analyzing needs and building automated workflows using BMC Helix and related tools.
Rate: 150 pln/h net +VAT, B2B
Location: Hybrid (2-3 days per week in the office Warsaw)
Industry: Banking
Join a dynamic team responsible for building, enhancing, and operating a Self Service Portal, providing self-service capabilities for end users. As an Expert IT Analyst / Service Developer, you will analyze business needs, engage with end users and stakeholders, and drive the design, development, and continuous improvement of requestable and automated services. This role encompasses the overall service architecture and aims to deliver a top-tier digital user experience.
Main Responsibilities:
Own the end-to-end overview of service architecture, workflows, and integrations supporting the Self Service Portal.
Analyze, design, develop, and maintain requestable and automated services.
Gather, challenge, and translate business requirements into technical solutions.
Design service questionnaires, approval flows, workflows, and integrations.
Assess the impact of new requirements, service modifications, and platform changes.
Act as a key expert during service-related incidents by troubleshooting issues and conducting root cause analyses.
Collaborate with service owners, platform teams, and stakeholders to ensure alignment with business and technical requirements.
Create and maintain technical specifications, process documentation, and operational procedures.
Support testing, deployments, and continuous improvement initiatives.
Drive standardization, automation, and optimization across the service catalogue.
Key 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 in 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 analyzing incidents and resolving complex service-related issues.
Comprehensive understanding of the full lifecycle of a service, from requirements to operational support.
Strong documentation skills with the ability to create clear technical and functional documentation.
Experience in Agile environments.
Excellent stakeholder management and communication skills.
Proactive mindset with strong ownership and problem-solving capabilities.
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.
Other Details:
This position is based in Poland and requires proficiency in English. The engagement spans various aspects of IT Consulting Services, emphasizing the importance of innovation and improvement across service delivery.