Expert IT Analyst

Welcome to the Self Service Portal End User Services team at Nordea. The team is responsible for building, enhancing, and operating the Self Service Portal, which enables self-service capabilities for end users across Nordea. The role involves designing and improving digital support tools and delivering best-in-class digital user experiences across the platform.

• 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 and ability to produce clear technical and functional documents.
• 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 align solutions 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.

Please include permit for processing personal data in CV as specified according to GDPR and Polish Labour Code. Data processing is mandatory for recruitment; deletion of data means withdrawal from further recruitment. Detailed privacy information available at nordea.com/en/doc/nordea-privacy-policy-for-applicants.pdf. Only selected applications will be replied to.