Hybrid: Global Application Support Analyst (Katowice)

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 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.