Application Support Analyst

Sapiens International; Katowice; Hybrid; PLN 65,000 - 90,000; Full time

Benefits offered by this job

Private medical healthcare

Multisport card

IT dress code

Referral program

Night shift bonus

Job summary

Sapiens International Corporation N.V. is a global leader of AI-centric, SaaS-based insurance software, delivering hyper-relevant experiences that are efficient, compliant, and innovative. With agile intelligence, Sapiens' solutions turn real-time data and human insight into precise action at every moment, across every risk.

We are seeking an Application Support Analyst in Katowice with hybrid work. You will act as the first point of contact for clients, handle incidents, and collaborate with

Qualifications

• Experience in application support with understanding of IT landscape and multi-tier applications.
• Knowledge of ITIL processes and support tools (ServiceNow, Jira).
• Basic knowledge of Azure, MS SQL, DataDog, and PowerShell scripting.
• Ability to communicate with global customers on production support calls.
• Strong analytical and problem-solving skills.
• Willingness to work in a 24/7 shift schedule.
• Deployment knowledge - Azure and Jenkins.
• Experience in Born in the Cloud or Cloud-Native environments.
• Experience leveraging AI in Continuous Service Management to automate processes.

Responsibilities

• 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.

Skills

Application support

ITIL

Customer communication

Analytical skills

Team player

Problem-solving

24/7 shift readiness

Azure

PowerShell

Tools

ServiceNow

Jira

DataDog

MS SQL

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

What you'll do

• 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
• Problem solving attitude
• Flexibility
• Work in shift mode 24/7
• Deployment knowledge - Azure and Jenkins
• 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 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.

We Are

Sapiens International Corporation N.V. is a global leader of AI-centric, SaaS-based insurance software, delivering hyper-relevant experiences that are efficient, compliant, and innovative. With agile intelligence, Sapiens' solutions turn real-time data and human insight into precise action at every moment, across every risk.

The Sapiens platform includes agentic workflows accelerating every capability across policy, underwriting, claims, reinsurance, decisioning, and finance and compliance.

With more than 600 insurers in over 30 countries running on Sapiens, our deep industry expertise is the foundation of our long-term relationships, from initial implementation through to modernization and market transformation.

Sapiens is headquartered in London, serving customers in property and casualty, life, reinsurance, specialty, and workers' compensation from offices across North America, Europe, the Middle East, and Asia Pacific.