Process Analyst

Łódź, PL, 93-281 Lysaker, NO, 1325 Gdańsk, PL, 80-309 Warszawa, PL, 02-460 København S, DK, 2300

Job ID: 19124 


Would you like to help us streamline Service request management process and automate Helix work order templates maintenance? We are now looking for a Process Analyst to look after process standards and end user satisfaction.

In Nordea, we know that great customer experiences require a team that leads the way in first-class service and operations. We’re more than just a Nordic bank, we’re one of the largest employers in Poland. With us, you’ll work with skilled, international teams in a bright, modern office. The lively and collaborative atmosphere offers plenty of opportunities to learn and grow as you build your career with us.


About this opportunity


Welcome to the End User Experience & Improvements team. We add value by ensuring unity in IT Service Request Management process in Nordea while using agile methodology. Right now the main goal for the team is to work closely with many stakeholders to implement new one-stop-shop dedicated to all employees in Nordea. As the Process Analyst, you’ll play a valuable role in keeping eye on platform’s quality looking from many different angles.


What you’ll be doing:

  • Daily and proactive supporting of an application and ITSM process from a technical, administrative and end user support perspective
  • Working closely with other team members on configuring application, striving towards improving efficiency and experience of use
  • Driving continual application and process improvement
  • Creating and maintaining monitoring and controls, analysing reports


You’ll join a team of friends who are not just doing their job but who also have fun from everyday’s interactions. The role is based in Gdańsk, Warsaw, Łódź Oslo or Copenhagen.


Who you are


Collaboration. Ownership. Passion. Courage. These are the values that guide us in being at our best – and that we imagine you share with us. 


To succeed in this role, we believe that you:

  • Are a self-driven personality with good prioritization skills
  • Have critical look at solutions and propose own ideas
  • Are a team player attitude with proactive approach
  • Can communicate smoothly both with peers and stakeholders


Your experience and background:

  • Solid knowledge and professional experience of working with IT service shop solution (BMC Digital Workplace, Service Now, other)
  • Knowledge and professional experience of ITIL processes and ITSM tools (certificate will be an advantage)
  • Technical and/or process experience in Service request management
  • Technical IT background, either professional or educational.
  • Knowledge and experience of BMPN or UML
  • Excellent written and spoken English
  • Skills of workflow design and/or scripting, experience from implementing new services and running integration projects will be an advantage


If this sounds like you, get in touch!


Next steps

Submit your application no later than 29/09/2023. 

At Nordea, we know that an inclusive workplace is a sustainable workplace. We deeply believe that our diverse backgrounds, experiences, characteristics and traits make us better at serving customers and communities. So please come as you are.

Please include permit for processing personal data in CV as following:

In accordance with art. 6 (1) a and b. Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation) hereinafter ‘GDPR’. I agree to have: my personal data, education and employment history proceeded for the purposes of current and future recruitment processes in Nordea Bank Abp.

The administrator of your personal data is: Nordea Bank Abp operating in Poland through its Branch, address: Aleja Edwarda Rydza Śmiglego 20, 93-281 Łodź. Your personal data will be processed for the recruitment processes in Nordea Bank Abp. You have a right to access your personal data, right to rectify and right to delete. Disclosing the personal data in the scope specified by the provisions of Polish Labour Code from 26 June 1974 and executive acts are mandatory. Providing personal data is necessary to conduct the recruitment processes. The request for the deletion of your personal data means resignation from further participation in recruitment processes and causes the immediate removal of your application. Detailed information concerning processing of your personal data can be found at:

We reserve the right to reply only to selected applications.

Department:  IT/Technology