IT Support Engineer

Physiol; Kraków; Hybrid; PLN 90,000 - 130,000; Full time

Job summary

BVI is seeking a Digital Workplace & IT Support Analyst for its Centre of Excellence in Krakow. You will be the go-to IT partner for the Krakow office and Poland-based remote employees, delivering end-user support and enabling COEFinance Ops, HR Ops, and Customer Service with automation and AI tools on the Microsoft platform.

You will drive adoption of M365, build Power Automate flows, Power BI dashboards, and govern AI-powered automation to improve COE workflows, while maintaining compliance

Qualifications

• 3-5+ years IT support experience within COE/GBS/SSC/ or BPO environment.
• Experience supporting centralized Finance, HR, and/or Customer Service operations, with understanding of end-to-end processes.
• Hands-on with Microsoft Intune for endpoint management and the Microsoft 365 platform; Power Platform skills (Power Automate, Power BI); Power Apps a plus.
• Demonstrated AI literacy and practical experience with leading AI tools (Microsoft Copilot, Claude, ChatGPT, Gemini).
• Fluent in Polish and English; strong communication to non-technical users.

Responsibilities

• End User Support: primary IT contact for Krakow office and Poland remote employees; handle incidents and on-site deskside support.
• EUC & Device Management: manage endpoints via Microsoft Intune, including configuration, app deployment, compliance, and security baselines.
• COE Functional IT Support: partner with Finance Ops, HR Ops, and Customer Service to provide IT support and drive system adoption.
• Microsoft 365 & Digital Workplace: drive adoption of Teams, SharePoint, OneDrive; build Power Automate flows and BI dashboards to automate workflows.
• AI & Digital Productivity Enablement: champion AI tool adoption; pilot and govern AI platforms for COE teams.
• Process Optimization: map workflows, identify automation opportunities, maintain knowledge base.
• Compliance & Asset Management: maintain local IT asset register, support GDPR compliance, uphold security standards.

Skills

End user support

Microsoft Intune

Microsoft 365

Power Automate

Power BI

Power Apps

Teams

SharePoint

OneDrive

AI literacy

ITSM platforms

Polish & English

Analytical thinker

Tools

Microsoft Intune

PDQ Deploy

Freshservice

ServiceNow

Jira

Remedy

Copilot

Claude

ChatGPT

Gemini

Job description

As the Digital Workplace & IT Support Analyst for BVI's Centre of Excellence (COE) in Krakow, you would be the go-to IT partner for BVI's Krakow office and all Poland-based remote employees. You would deliver reliable end-user support while also acting as a digital enabler for the COE's Finance Operations, HR Operations, and Customer Service teams - using automation, AI tools, and the Microsoft platform to help them work smarter and improve their processes. This is a hands‑on role that combines service delivery with a process improvement mindset, making it a uniquely impactful position within BVI's growing Krakow operations.

Key Responsibilities

What You Would Be Doing

• End User Support: Serve as the primary IT contact for Krakow office and Poland remote employees - handling incidents, requests, and on-site deskside support with a customer-first approach.
• EUC & Device Management: Manage endpoints and mobile devices via Microsoft Intune (MDM/MAM) - including device configuration, app deployment, compliance policies, and security baselines.
• COE Functional IT Support: Partner with Finance Ops (AR/AP/GL), HR Ops (H2R), and Customer Service teams to provide IT support, triage application issues, support system adoption, and act as the local IT liaison for COE process owners.
• Microsoft 365 & Digital Workplace: Drive adoption of M365 tools (Teams, SharePoint, OneDrive) and build Power Automate flows, Power Apps, and Power BI dashboards that automate and improve COE workflows.
• AI & Digital Productivity Enablement: Champion AI tool adoption across COE teams; explore and implement AI-powered automation to reduce manual effort in Finance, HR, and Customer Service processes. BVI is actively evaluating AI platforms - you would help pilot, embed, and govern whichever tools best serve the organization.
• Process Optimization: Apply a continuous improvement mindset to IT service delivery and COE business processes - mapping workflows, identifying automation opportunities, and maintaining knowledge base documentation.
• Compliance & Asset Management: Maintain the local IT asset register, support GDPR compliance requirements, and contribute to quality and security standards relevant to BVI's regulated environment.

What We Are Looking For

• 3-5+ years of IT support experience within a Centre of Excellence (COE), Global Business Services (GBS), Shared Services Centre (SSC), or BPO environment.
• Experience supporting centralized Finance (AR/AP/GL), HR (H2R), and/or Customer Service operations - with an understanding of end-to-end business processes, not just the IT systems.
• Hands-on experience with Microsoft Intune for endpoint management (MDM/MAM) and the Microsoft 365 platform (Teams, SharePoint, Exchange Online, OneDrive). Familiarity or experience with traditional local deployment tools (e.g., PDQ Deploy & Inventory) will be considered a valuable plus. Demonstrable Power Platform skills: Power Automate (workflow automation) and Power BI (reporting); Power Apps experience is a plus.
• Demonstrated AI literacy and practical experience with leading AI tools - including Microsoft Copilot, Claude (Anthropic), ChatGPT (OpenAI), and Gemini (Google) - with the ability to apply them to real workplace scenarios and help COE teams adopt them effectively.
• Experience with modern ITSM platforms (e.g., Freshservice, ServiceNow, Jira, Remedy…) and a willingness to help mature IT processes from the ground up. Fluent in Polish and English (written and verbal); strong communication skills with the ability to explain technical topics to non-technical COE users.
• Analytical thinker with the ability to map business processes, identify technology gaps, and propose practical automation and improvement solutions.
• Experience in a regulated industry (MedTech, Pharma, Healthcare) is preferred.
• Microsoft certifications (MD-102, PL-900, MS-900) or ITIL Foundation are a plus.

Company

BVI® is refocusing the future of vision.

As one of the fastest-growing, diversified surgical ophthalmic businesses in the world, our purpose-built portfolio of trusted brands includes:Beaver® (Knives and Blades), Visitec® (Cannulas), Malosa® (Single-Use Instruments), Vitreq® (Vitreoretinal Surgical Products) andspans more than 90 countries.

We’ve set our sights on touching the lives of millions of patients affected by conditions such as cataracts, refractive error, glaucoma, retinal disease, and dry eye. Unburdened by legacy or bureaucracy, we have developed our strategy around a simple concept - taking pride in delivering innovative solutions for our physicians and patients, based on their needs.

We trust and empower our associates to make decisions and solve problems because collaboration drives us.

Valuing agility, simplicity, and transparency, we stay committed to listening to our customers, delivering for our patients, and keeping the future in focus.

Learn more at www.bvimedical.com