Expert IT Analyst

Quick Facts

• Role: Expert IT Analyst / Service Developer

• Focus: Design, develop, and improve digital support tools and self-service requestable/automated services for a Self Service Portal ecosystem

Description

You will join the Self Service Portal End User Services team responsible for building, enhancing, and operating the Self Service Portal. As an Expert IT Analyst / Service Developer, you will analyze business needs, work closely with end users and stakeholders, and drive the design, development, and continuous improvement of requestable and automated services. You will also contribute to service architecture, development processes, and operational support to deliver a best-in-class digital user experience across the platform.

Responsibilities

• Own the end-to-end overview of service architecture, workflows, and integrations supporting the Self Service Portal ecosystem
• 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, 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 standardization, automation, and optimization 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 analyzing 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

Benefits

• A culture that fosters performance and growth, with opportunities to evolve, develop, and learn in a vibrant working environment
• Hybrid working model
• Diversity and inclusion focus, with commitments such as the European Diversity Charters in the countries where the company operates