Application Support Analyst

Sapiens; Oldebroek; Hybrid; EUR 16,000 - 23,000; Full time

Benefits offered by this job

Private medical healthcare

Multisport card

Night shift bonus

Referral program

Job summary

Sapiens in Katowice is seeking an Application Support Analyst to be the frontline contact for clients, manage incidents, and ensure rapid restoration of services across a world‑class insurance application for Europe. The role requires ITIL familiarity, ServiceNow/Jira know‑how, and English communication skills.

You will work in hybrid mode with on‑call shifts, contributing to automation initiatives and cross‑team collaboration to maintain service excellence.

Qualifications

• Experience in application support with understanding of IT landscape and multi-tier applications.
• Knowledge of ITIL processes, and familiarity with ServiceNow or Jira.
• Basic knowledge of Azure, MSQL, DataDog, and PowerShell scripting.
• Fluent English with excellent communication skills and ability to interact with global customers.
• Strong analytical, problem-solving skills and a proactive, team player mindset.
• Willingness to work shifts (24/7) and contribute to major incident management.
• Experience in Born in the Cloud or Cloud-Native environments is a plus.

Responsibilities

• Act as single point of contact for customers (first level support).
• Provide application support, technical operations and incident management.
• Restore normal operations quickly with minimal business impact.
• Coordinate with technical, core product and infrastructure teams to resolve issues.
• Follow global processes and SLAs, including on-call support.
• Perform root cause analysis and drive process improvements.

Skills

Application support

ITIL processes

Customer communication

Analytical skills

On-call support

English proficiency

Problem solving

Flexibility

Azure basics

Jenkins

ServiceNow/Jira

DataDog

Tools

ServiceNow

Jira

Azure

MSQL

DataDog

PowerShell

Jenkins

Job description

Sapiens is on the lookout for an Application Support Analyst. If you're an Application Support Analyst and ready to take your career to new heights with an established, globally successful company, this role could be the perfect fit.

Location: Katowice /Hybrid work

• Acting as single point of contact for Sapiens customers (first level support)
• Providing a clear path for customers to report issues, queries and requests, and have them acknowledged, classified, owned and actioned
• Providing application support, technical operations and technical support for a world-class insurance application for multiple clients in Europe
• Maintain operation of the applications, restores normal operations of a disrupted service as quickly as possible and with the least possible impact on the business
• Working with Customer Service Management tools following global processes and procedures agreed within Sapiens Managed Services
• Communicate with related teams (technical, core product, infrastructure) to resolve reported issues
• Meet the commitments for the multiple projects - agreed deliverables on schedule and quality as per the agreed Service Level Agreements, including on-call support
• Do periodic root cause analysis and identify process improvements

What To Have For This Position

• Experience in application support, with understanding of IT Landscape, multi-tier Application, Database
• Good knowledge incustomer support processes and procedures (e.g. ITIL), tools (e.g. Service Now, Jira)
• At least basic knowledge of: Azure, MSQL, DataDog, PowerShell scripting.
• Comfortable communicating with global customers on production support calls
• Good learner and self-starter, and a team player
• Strong analytical and problem-solving skills
• Fluent English, excellent communication skills
• Problem solving attitude
• Flexibility
• Work in shift mode 24/7
• Deployment knowledge - Azure and Jenkins
• Major incident management experience
• Proven track record working for a Born in the Cloud or Cloud‑Native technology company - Must have
• Demonstrated experience in leveraging AI within Continuous Service Management, with a proven track record of implementing automation initiatives to minimize human intervention, streamline repetitive activities, enhance productivity, and drive service excellence.

We offer

• Stable employment – permanent job contract
• Stable project & diversified working environment
• Private medical healthcare & Multisport card
• IT-specific, friendly dress code that you will become a fan of
• Attractive employee referral program and bonuses
• Night shift bonus(according to Labor Code)

Sapiens is an equal-opportunity employer. We value diversity and strive to create an inclusive work environment that embraces individuals from diverse backgrounds.