About The Role In this role, you will provide advanced application support for enterprise workflow systems used for grants, experts, and procurement management.
In this role, you will provide advanced application support for enterprise workflow systems used for grants, experts, and procurement management. You will handle incidents, service requests, problems, and changes, monitor production applications, analyse logs and database data, and coordinate resolution across multiple technical and business teams.
Responsibilities
Provide advanced end-user guidance and support for business applications and ICT tools
Manage incidents, service requests, problems, and changes through ticketing systems
Categorize, prioritize, track, and elevate tickets based on impact, urgency, and SLA requirements
Record and analyse application issues to ensure clear traceability and effective resolution
Monitor production workflow applications and identify defects through database and server log analysis
Log and elevate software defects to development and technical teams
Provide timely status updates and ensure resolution in line with agreed SLAs
Maintain knowledge articles, known-issue documentation, and support procedures
Transfer knowledge to colleagues and support continuous improvement of service processes
Coordinate analytical and technical issues involving multiple teams
Organize regular coordination meetings, track actions, and prepare meeting minutes
Requirements
Bachelor’s-level university degree or equivalent with 12+ years of professional IT experience
Strong experience providing end-user support for enterprise information systems
Good knowledge of ITIL 4 practices, including Incident Management, Request Fulfilment, Knowledge Management, and Problem Management
Experience with ITSM platforms such as ServiceNow or Jira Service Management
Experience with remote support and advanced troubleshooting techniques
Strong understanding of business workflow applications and related business processes
Knowledge of financial processes in public and/or private-sector environments
Ability to understand requirements and behaviour of web applications and web services
Strong practical experience with Oracle RDBMS and SQL
Experience with SoapUI
Knowledge of Activiti BPM is an asset
Experience analysing application and server logs
Knowledge of wikis, collaborative platforms, and office productivity tools
Strong ticket triage, prioritization, escalation, and SLA management skills
Excellent documentation, communication, coordination, and stakeholder-management skills
Ability to work independently and within international, multicultural teams
English or French proficiency at B2 level or higher; strong English communication skills are mandatory
SoftServe is an equal opportunity employer. Qualified applicants will receive consideration regardless of race, color, ancestry, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, citizenship, disability, health condition, marital or family status, veteran status, or any other characteristic protected by applicable law.
Service Desk Second-Line Agent in Katowice – pracodawca: SoftServe Inc.
SoftServe Inc. oferuje elastyczne opcje pracy oraz możliwość współpracy z zespołem ekspertów w dziedzinie AI i Data Science. Pracownicy mają szansę na rozwój zawodowy poprzez mentoring oraz udział w innowacyjnych projektach związanych z generatywną AI i systemami wieloagentowymi. Firma stawia na budowanie silnych relacji z klientami, co sprzyja dynamicznemu rozwojowi kariery.
