Business Application Analyst, Associate 2

  • Location: Gdańsk, Pomorskie, Poland
  • Salary: Competitive
  • Job Type: Full time

Business Application Analyst, Associate 2

Role Summary:

Act as primary point of contact for AWD application support queries or problems. The areas covered by this role include incident/request/ task management, problem management, vendor management, service transition and delivering service improvement initiatives.

The successful applicant will be required to work within a team structure, in delivering a high value service and in driving service improvements that will provide benefit to the entire user base.

Support is provided to Operational users across multiple sites namely - Ireland, Luxembourg, Canada, Boston, UK, Singapore, Toronto, Japan, Hong Kong, India at present.

Candidate should have a positive 'can do' attitude, eager to support colleagues and contribute to the success of your team, department and wider organization.

  • Act as point of contact for incidents/requests relating to AWD application and surrounding products. Investigate and analyze these issues and resolve in a timely manner
  • Ability to assess customer needs effectively and ensure these are responded to accurately, professionally and in a timely manner in line with the process
  • Monitor and maintain ticket logging tools and mailboxes and assist with any maintenance and changes that impact on such services
  • Act as link between TA and relevant technical support teams for all AWD application
  • Escalate issues where required to ensure appropriate resolution is achieved
  • Participate in calls with vendors to advance ticket resolution in a timely manner
  • Ensure appropriate support documentation exists for supported application
  • Provide an excellent level of high value customer service and proactive engagement including progressing calls with Operations to close out any urgent items
  • Review and identify any reoccurring issues and ensure there are short and long term solutions in place
  • Contribute to the bug fix process with documenting the issue to support testing reviews
  • Assist with coordinating any IT maintenance / change event that may need to be supported
  • Own and drive complex / critical incidents with vendors and ensure timely solution. Perform problem solving analysis at a high level
  • Raise incidents and requests with vendors (where required) via the appropriate ticket logging tool and with the required level of detail and at the correct priority level
  • Provide weekly/monthly updates on all open incidents using reporting functionality

  • Communicative English (min B2) - support to be provided to English speaking teams
  • Advanced Problem Solving
  • Good Communicator
  • Strong customer service focus
  • Team player and motivator
  • Flexibility within a multi-task environment
  • Commitment and reliability
  • Solution oriented

Additional Skills Required:
  • Technology knowledge/skills
  • Detailed working knowledge of MS Excel and Word would be an advantage

Working Hours:
  • Support to be provided between 9-17 or 10-18
  • Up to 1 working weekend each month (rotation basic within team)

We offer:
  • Employee savings plan
  • Premium life insurance package
  • VIP medical package
  • International operating environment
  • Language classes
  • Soft skills trainings
  • Technical workshops
  • Development sessions with a mentor
  • Diversity of opportunities across a range of challenging and highly complex activities
  • Technical or leadership career pathway