Hybrid Application Support Analyst – 24/7 Global SLA

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 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.