Expert IT Analyst

Job ID: 5890

We are looking for an Expert IT Analyst / Service Developer to design and improve our digital support tools under a full-time permanent employment agreement.

About our team

Welcome to the Self Service Portal End User Services team. You will join a team responsible for building, enhancing and operating the Self Service Portal, enabling self service capabilities for end users across Nordea. As an Expert IT Analyst / Service Developer, you will analyse 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, helping to deliver a best in class digital user experience across the platform.es

Collaboration. Ownership. Passion. Courage. These are the valu that guide us in how we work and how we make decisions – and that we imagine you share with us.  

What you’ll be doing:

• Own the end-to-end overview of service architecture, workflows and integrations supporting the Self Service Portal ecosystem.
• Analyse, 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 standardisation, automation and optimisation across the service catalogue.

Who you are:

• 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.

It would be ideal if you also:

• 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.

What we offer

People come here when they want to get somewhere. For some, it’s to take their career to the next level. For others, it’s to break new ground within their area of expertise – in other words, with us, you will always move forward.

A culture that fosters performance and growth in one of the largest Nordic banks, offering various opportunities to evolve, develop and learn from brilliant colleagues with diverse backgrounds in a vibrant working environment.

Hybrid working model – we believe in the value of bringing people together and at the same time we embrace the freedom of flexibility.

Diversity and inclusion are a natural part of our daily work. We know that an inclusive workplace is a sustainable one. We genuinely believe that our diverse backgrounds, experiences, characteristics and traits make us stronger together. Every day we strive to find new ways to improve diversity and inclusion within our community e.g. we have signed the European Diversity Charters in the countries where we operate to show our commitment and engage with others to continue learning and improving.

If this sounds like you, get in touch!