Expert IT Analyst

Responsibilities

• Own the end-to-end service architecture, workflows and integrations supporting the Self Service Portal ecosystem.
• Analyse business needs and translate requirements into technical solutions.
• Design, develop and maintain requestable services and automated workflows.
• Design service questionnaires, approval flows and integrations.
• Assess the impact of new requirements, service modifications and platform changes.
• Troubleshoot complex service-related incidents and perform root cause analysis.
• Collaborate with service owners, platform teams and stakeholders to deliver aligned solutions.
• 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.

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 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.
• Very good command of English, both spoken and written.

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.