L2 Application Support Analyst

Nimber; Porto; Presencial; EUR 35.000 - 45.000; Jornada completa

Descripción de la vacante

Nimber seeks an experienced L2 Application Support Analyst to work on banking applications supporting both B2B and B2C retail banking operations. You will join an IT team focused on stability, incident management and continuous improvement in an international environment.

The role requires strong analytical skills, fluent English and French (C1), with experience in ServiceNow, Jira, Confluence, and monitoring tools like Theia to drive efficient problem resolution.

Formación

• Experience in L2 Application Support within banking or IT operations.
• Strong knowledge of retail banking processes (B2B/B2C).
• Ability to investigate incidents, analyse logs and troubleshoot issues.
• Familiarity with ServiceNow, Jira and Confluence.
• Knowledge of AI tools and their practical use in professional settings.
• Understanding incident management and production support processes.
• French proficiency at C1 level and good written and spoken English.

Responsabilidades

• Provide Level 2 application support for retail banking systems and processes.
• Investigate incidents escalated from L1, analyze logs, identify root causes.
• Resolve issues or coordinate with technical teams for timely resolution.
• Manage incidents and service requests using ServiceNow and Jira.
• Use Theia and monitoring tools for investigation and follow-up.
• Translate functional issues into technical requirements for IT.
• Maintain incident records and knowledge articles in Confluence.
• Identify recurring incidents and contribute to service improvements.
• Apply approved AI tools to documentation while respecting data policies.

Conocimientos

L2 Application Support

IT Operations

Retail banking processes

ServiceNow

Jira

Confluence

AI tools

ITIL principles

French proficiency

English proficiency

Analytical skills

Communication skills

Herramientas

Theia

ServiceNow

Jira

Confluence

Descripción del empleo

At Nimber, we're looking for an experienced L2 Application Support Analyst to join a challenging project within the banking sector, supporting business-critical applications used in retail banking operations.

You'll be part of an IT team responsible for ensuring the stability and continuous improvement of banking applications supporting both B2B and B2C activities.

This role combines functional banking knowledge, technical troubleshooting and incident management, offering the opportunity to work closely with business users and technical teams in an international environment.

What You'll Be Doing

• Provide Level 2 application support for retail banking systems and related business processes.
• Investigate incidents escalated from L1 support, analysing application logs and identifying root causes.
• Resolve application issues or coordinate with technical teams to ensure timely resolution.
• Manage and track incidents and service requests using ServiceNow and Jira.
• Use Theia and other monitoring tools to support technical investigations and operational follow-up.
• Collaborate with business users and IT teams, translating functional issues into clear technical requirements.
• Maintain incident records, technical documentation and knowledge articles in Confluence.
• Identify recurring incidents and contribute to service improvement initiatives.
• Use approved AI tools to support documentation, knowledge searches and operational efficiency, while respecting data protection and security policies.

What We're Looking For

• Previous experience in L2 Application Support, IT Operations or a similar role.
• Strong functional knowledge of retail banking processes, including B2B and B2C activities.
• Experience investigating application incidents, analysing logs and troubleshooting technical issues.
• Familiarity with ServiceNow, Jira and Confluence.
• Understanding of incident management, service requests and production support processes.
• Knowledge of AI tools and their practical application in professional environments.
• Strong analytical and problem-solving skills.
• Ability to communicate effectively with both business stakeholders and technical teams.
• A proactive, organised and customer-focused approach.
• French proficiency at C1 level and good written and spoken English.

Nice to Have

• Experience with Theia for application monitoring and incident investigation.
• Knowledge of ITIL principles, particularly incident, problem and service request management.
• ITIL certification.
• Previous experience supporting banking applications in production environments.
• Familiarity with responsible AI practices, particularly when handling sensitive business or customer information.

Why Nimber?

At Nimber, we don't believe in simply filling vacancies. We believe in connecting talented people with meaningful challenges, encouraging innovation and creating opportunities to make a real impact.

If you have a strong understanding of retail banking, enjoy solving complex application issues and want to contribute to the reliability of critical banking systems, we'd love to hear from you.