L2 Application Support Analyst (ServiceNow)

Aubay Portugal; Lisboa; Hybrid; EUR 35,000 - 52,000; Full time

Benefits offered by this job

Health insurance

Dental coverage

Mental health platform

Training academy

Language platform

Team events

Job summary

Aubay Portugal is seeking an experienced Level 2 Application Support Analyst to join our team. You will resolve incidents across Front Office and Middle Office applications, qualify and diagnose issues, and communicate with stakeholders to ensure effective resolution.

The role emphasizes technical proficiency with multi-layer environments and tools like ServiceNow, Jira, Confluence, Power BI and Excel, plus strong English and French language skills.

Qualifications

• Minimum 5 years of experience in Level 2 Technical-Functional Application Support.
• Experience with multi-layer application environments (Front-End, Middle-Tier, Back-End).
• Experience with tools such as ServiceNow, Jira, Confluence, Power BI, and Excel.
• French proficiency at C2 level and English proficiency at B2 level, both written and spoken.
• Strong analytical, communication, organizational, and problem-solving skills.
• Service-oriented, autonomous, and comfortable working collaboratively.
• Alignment with our corporate culture and a commitment to integrity and ethics are highly valued.
• Strong customer focus, teamwork, task prioritisation, and daily commitment are highly appreciated.

Responsibilities

• Act as a Level 2 Application Support Analyst, resolving incidents across various Front Office and Middle Office applications.
• Engage with internal and external stakeholders, performing comprehensive incident qualification, analysis, and diagnosis.
• Conduct structured, diagnosis-oriented discussions with end-users, clarifying issues and gathering essential information for effective resolution.
• Reproduce and isolate incidents in appropriate environments, documenting steps and identifying the nature of the issue.
• Prepare comprehensive incident reports and structured escalations for resolution by appropriate technical teams.

Skills

Level 2 Application Support

Stakeholder communication

Analytical thinking

Tools

ServiceNow

Jira

Confluence

Power BI

Excel

Job description

At Aubay Portugal, we work daily with some of the largest organisations across sectors such as banking, insurance, telecommunications and energy, helping to build and evolve critical systems that support millions of users. We have been in Portugal since 2007 and are part of an international group with a presence in several European countries. More than technology, we build close relationships and deliver real-impact projects.

What will you do?

• Act as a Level 2 Application Support Analyst, resolving incidents across various Front Office and Middle Office applications.
• Engage with internal and external stakeholders, performing comprehensive incident qualification, analysis, and diagnosis.
• Conduct structured, diagnosis-oriented discussions with end-users, clarifying issues and gathering essential information for effective resolution.
• Reproduce and isolate incidents in appropriate environments, documenting steps and identifying the nature of the issue.
• Prepare comprehensive incident reports and structured escalations for resolution by appropriate technical teams.

What are we looking for?

At Aubay, our focus is on professionals who bring both technical expertise and the right mindset:

• Minimum 5 years of experience in Level 2 Technical-Functional Application Support;
• Experience with multi-layer application environments (Front-End, Middle-Tier, Back-End);
• Experience with tools such as ServiceNow, Jira, Confluence, Power BI, and Excel;
• French proficiency at C2 level and English proficiency at B2 level, both written and spoken;
• Strong analytical, communication, organizational, and problem-solving skills;
• Service-oriented, autonomous, and comfortable working collaboratively;
• Alignment with our corporate culture and a commitment to integrity and ethics are highly valued;
• Strong customer focus, teamwork, task prioritisation, and daily commitment are highly appreciated.

What can we offer?

At Aubay, we invest in your development and well-being:

• Continuous growth through our Training Academy, with technical and soft skills training, mentoring, tech communities, workshops and in-person meetups;
• Close support with regular feedback and a structured career advancement model;
• Comprehensive health insurance, including dental coverage, as well as access to a mental health platform and well-being initiatives;
• Team-oriented environment, including events and initiatives to promote connection and team spirit;
• Personal and family life support, from the moment your children are born and throughout their educational path;
• Access to a language platform with conversational classes in multiple languages;
• Project-tailored work model: Hybrid (2-3 times a week in the office).

What will you find here?

• A close-knit and informal environment, where direct communication is preferred and people are valued;
• Recognition of your contribution, with initiatives that celebrate meaningful moments;
• Freedom to be yourself, without unnecessary formalities;
• Teams where knowledge sharing, collaboration and joint growth are a reality.