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.