Application Support Analyst

Sapiens; Katowice; Hybrid; PLN 60,000 - 90,000; Full time

Benefits offered by this job

Private medical healthcare

Multisport card

Casual dress code

Employee referral program

Night shift bonus

Job summary

Sapiens is seeking an Application Support Analyst in Katowice (Hybrid). You will act as the first point of contact for customers, guiding issues from report to resolution while coordinating with various teams to maintain continuous operation of a flagship insurance platform across Europe.

You’ll work with ITIL processes, leverage tools like ServiceNow and Jira, and use Azure, MS SQL, DataDog, and PowerShell scripting.

Qualifications

• Experience in application support and understanding of IT landscape and multi-tier applications.
• Familiarity with ITIL-based customer support processes and tools such as ServiceNow and Jira.
• Basic knowledge of Azure, MS SQL, DataDog, and PowerShell scripting.
• Willingness to communicate with global customers on production support calls.
• Strong analytical and problem-solving skills; team player with flexibility for 24/7 shifts.

Responsibilities

• Act as single point of contact for customers (first level support).
• Provide clear reporting path for issues, ensuring acknowledgement, classification, ownership and action.
• Deliver application support and technical operations for a world-class insurance application.
• Maintain application operations and restore services quickly with minimal business impact.
• Coordinate with Customer Service Management tools and global processes.
• Collaborate with related teams to resolve issues and meet SLA commitments.
• Contribute to root cause analysis and process improvements.

Skills

Application support experience

ITIL processes

Customer communication

Analytical problem-solving

Team player

Shift work readiness

AI in service management

Tools

Azure

MS SQL

DataDog

PowerShell scripting

ServiceNow

Jira

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 in customer 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.