Expert IT Analyst

The role is within a dynamic team that builds, enhances, and operates a Self Service Portal in the banking industry, providing self-service capabilities for end users.

• 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.

• 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.

This position is based in Poland and requires proficiency in English.