IT Analyst

Rate: 135 pln/h, B2B

Lacation: hybrid (2-3 days per week from office in Warsaw)

Summary: The IT Analyst role focuses on enhancing the Self Service Portal, facilitating user self-service capabilities by analyzing business needs and driving the development of automated services.

Main Responsibilities:

• Own the end-to-end service architecture and workflows of the Self Service Portal.

• Analyze, design, develop, and maintain requestable and automated services.

• Translate business requirements into technical solutions.

• Create service questionnaires, approval flows, and integrations.

• Assess impacts of service modifications and platform changes.

• Troubleshoot complex service-related issues and perform root cause analysis.

• Collaborate with service owners and stakeholders to align solutions with requirements.

• Document technical specifications and operational procedures.

• Support testing, deployments, and continuous improvement initiatives.

• Drive standardization and optimization across the service catalogue.

Key Requirements:

• Strong experience as an IT Analyst, Service Developer, or similar role.

• Hands-on experience with service management platforms (e.g., BMC Helix, Digital Workplace).

• Proven experience in building requestable services and automated workflows.

• Strong understanding of service architecture and integrations.

• Knowledge of databases and SQL.

• Experience in incident analysis and resolution.

• Able to understand the full service lifecycle.

• Strong documentation skills.

• Experience in Agile environments.

• Excellent communication and stakeholder management skills.

• Proactive mindset with problem-solving capabilities.

Nice to Have:

• Experience with APIs, Active Directory, and automation platforms.

• Knowledge of IT Service Management processes.

• Experience with workflow orchestration and service automation.

Other Details:

• Location: Poland - Warsaw

• Required language: English (EN)