Expert IT Analyst

About the project

Join an international technology team developing modern IT Service Management solutions and self-service capabilities for business users. We are looking for an experienced professional with hands-on knowledge of BMC Helix / BMC Remedy ITSM who enjoys designing, developing and continuously improving enterprise IT services.

Your responsibilities

• Analyse business requirements and translate them into technical solutions.
• Design, develop and maintain services available through the Self Service Portal.
• Create service request forms, workflows and approval processes.
• Build and enhance automated IT services and request fulfilment processes.
• Assess the impact of new requirements, platform changes and service enhancements.
• Collaborate with service owners, technical teams and business stakeholders.
• Investigate complex service incidents and perform Root Cause Analysis.
• Prepare and maintain technical and functional documentation.
• Support testing, deployments and continuous improvement initiatives.
• Drive standardisation, optimisation and automation across the service catalogue.

Our requirements

• Experience as an IT Analyst, System Analyst, Service Developer or in a similar role.
• Hands-on experience with BMC Helix, BMC Remedy ITSM, Digital Workplace, Self Service Portal or comparable IT Service Management platforms.
• Experience designing, developing and maintaining Service Catalogue offerings and requestable services.
• Practical knowledge of workflow design, service request forms and process automation.
• Good understanding of IT Service Management (ITSM) processes.
• Strong SQL skills and experience working with relational databases (MySQL or MS SQL Server).
• Experience analysing and resolving complex technical issues.
• Ability to create clear technical and functional documentation.
• Experience working in Agile environments.
• Strong communication, stakeholder management and problem-solving skills.
• Proactive attitude and ownership mindset.
• English proficiency at C1 level or higher (written and spoken), enabling effective communication in an international environment.