IT Analyst, for SSP UpLift & UX Improvement project

The role is for a position within Nordea's Self Service Portal End User Services team responsible for building, enhancing, and operating the Self Service Portal to enable self-service capabilities for end users across the bank.

• 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.

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.

• Own the end-to-end overview of service architecture, workflows, and integrations supporting the Self Service Portal ecosystem.
• Analyse, 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, troubleshooting complex issues and driving root cause analysis.
• Collaborate with service owners, platform teams, and stakeholders to ensure solutions align with business and technical requirements.
• 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.

Work location is only Warszawa with 2 days office work (3 days from Q3), with possibility to open to Trójmiasto if no candidates found in Warszawa.