Expert IT Analyst

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

• 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.

Please include permit for processing personal data in CV as following:

In accordance with art. 6 (1) a and b. Regulation (EU) 2016/679 (GDPR), personal data will be processed for recruitment purposes at Nordea Bank Abp. You have rights to access, rectify, and delete your personal data. Providing data is necessary for recruitment. Requesting deletion means resignation from recruitment processes. Detailed info at nordea.com/en/doc/nordea-privacy-policy-for-applicants.pdf.

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