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Sii Sweden

SII POLAND

SII UKRAINE

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Production Support Analyst (f/m/x)

  • Regular
  • Hybrid, 
  • Office
  • Warsaw
This offer base language is English. Translate into Swedish.
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Technologies & tools

We are looking for a skilled 2nd Line Support Specialist to join our Help Desk & Support team in Warsaw. In this hybrid role, you will act as the primary escalation point for complex functional issues related to banking applications, ensuring timely resolution and effective communication with business users. If you are passionate about solving intricate problems in a dynamic environment, this opportunity may be the right fit for you.

Your tasks

  • Acting as the primary escalation point for complex functional issues related to banking applications
  • Taking full ownership of incidents from initial report through to successful resolution and communication back to the business user
  • Methodically analyzing production incidents to identify the root cause of issues
  • Liaising with clients to investigate incidents and gather necessary information
  • Utilizing application logs and basic database queries for troubleshooting purposes
  • Partnering with technical support teams to ensure timely resolution of incidents
  • Identifying recurring functional issues and proposing permanent solutions
  • Developing documentation and contributing to a knowledge base of best practices

Requirements

  • Minimum 3 years of experience in 2nd line support for banking or financial applications
  • Strong understanding of ITIL processes, including Incident Management and Service Continuity Management
  • Proven experience in analyzing and resolving complex functional issues
  • Ability to communicate effectively with both non-technical business stakeholders and technical IT teams
  • Familiarity with back-office processes such as payments, settlements, and reconciliations
  • Willingness to work a flexible schedule, including one week per month from 11:00 a.m. to 7:00 p.m. and one weekend per month
  • Openness to working in a hybrid model, with three days per week based in the office
  • Advanced level of Polish and English

Nice to have

  • Basic knowledge of SQL
  • Intermediate level of French

Job no. JOB-7VJMW

Sii ensures that all hiring decisions are made solely on the basis of qualifications and competence. We are committed to equal and fair treatment of all, regardless of legally protected characteristics. At Sii, we promote a diverse and inclusive work environment, in full compliance with applicable anti-discrimination laws.

Teknologier & verktyg

Vi söker en skicklig specialist för 2nd line support till vårt Help Desk & Support-team i Warszawa. I denna hybridroll kommer du att fungera som primär eskaleringspunkt för komplexa funktionella problem relaterade till bankapplikationer, säkerställa snabb lösning och effektiv kommunikation med affärsanvändare. Om du brinner för att lösa intrikata problem i en dynamisk miljö kan denna möjlighet vara rätt för dig.

Dina uppgifter

  • Fungera som primär eskaleringspunkt för komplexa funktionella problem relaterade till bankapplikationer
  • Ta fullt ansvar för incidenter från första rapport till framgångsrik lösning och återkoppling till affärsanvändaren
  • Metodiskt analysera produktionsincidenter för att identifiera grundorsaken till problemen
  • Samverka med kunder för att undersöka incidenter och samla nödvändig information
  • Använda applikationsloggar och grundläggande databasfrågor för felsökning
  • Samarbeta med tekniska supportteam för att säkerställa snabb lösning av incidenter
  • Identifiera återkommande funktionella problem och föreslå permanenta lösningar
  • Utveckla dokumentation och bidra till en kunskapsbas med bästa praxis

Krav

  • Minst 3 års erfarenhet av 2nd line support för bank- eller finansapplikationer
  • God förståelse för ITIL-processer, inklusive Incident Management och Service Continuity Management
  • Bevisad erfarenhet av att analysera och lösa komplexa funktionella problem
  • Förmåga att kommunicera effektivt med både icke-tekniska affärsintressenter och tekniska IT-team
  • Kännedom om backofficeprocesser såsom betalningar, avvecklingar och avstämningar
  • Villighet att arbeta flexibla tider, inklusive en vecka per månad från 11:00 till 19:00 och en helg per månad
  • Öppenhet för att arbeta i en hybridmodell med tre dagar per vecka på kontoret
  • Avancerad nivå i polska och engelska

Bra att ha

  • Grundläggande kunskaper i SQL
  • Medelnivå i franska

Jobb nr JOB-7VJMW

Sii ensures that all hiring decisions are made solely on the basis of qualifications and competence. We are committed to equal and fair treatment of all, regardless of legally protected characteristics. At Sii, we promote a diverse and inclusive work environment, in full compliance with applicable anti-discrimination laws.

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Production Support Analyst (f/m/x)

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Benefits for you

  • Great Place to Work
  • Solid financial situation
  • Contracts with the biggest brands
  • Centre of internal trainings
  • Many experts you can learn from
  • Open and accessible management team
  • Profit sharing
  • Passion Sponsorship program
  • Regular integration events and trips
  • Comfortable and well-equipped offices
  • MySii app
  • Medical care
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