IT Support Analyst (2nd line) | f/m/d

ERGO Technology & Services S.A. (ET&S), a member of the Munich Re and ERGO Group, delivers integrated IT and business services to international markets. The company focuses on advanced IT services and supports various end-to-end insurance processes including finance, operations, and underwriting. It operates offices in Warsaw and Gdansk and maintains strong global partnerships in a multicultural environment.

• Fluency in German (B2) and English (C1)
• Training in an IT profession or studies in IT
• At least 5 years of professional experience in Service Desk area in application management or second-level support in IT, especially in Insurance/Banking business processes, Webportal/Mobile App applications, B2C digital marketing, or customer retention
• Experience as an IT Support Analyst or similar role
• Understanding of backend and frontend IT systems, interfaces, and functionalities, as well as general IT software development and cloud infrastructure
• Ability to quickly capture information and structure and orchestrate topics
• Understanding of the Incident Management process according to ITIL
• Stakeholder management experience
• Analytical mindset with strong planning, coordination, and organizational skills
• Confidence, assertiveness, and strong commitment
• Experience working in a distributed multi-national team and customer service-oriented role

• Provide 2nd line technical support for complex incidents and service requests escalated from 1st line support (Customer Call Centre)
• Investigate and resolve application, integration, and data issues in a high-volume insurance portal environment
• Perform detailed troubleshooting using logs, monitoring tools, and database queries
• Conduct root cause analysis and implement preventive actions to reduce recurring incidents
• Monitor system health, performance, and availability to ensure SLA compliance
• Collaborate with development, QA, DevOps, and infrastructure teams to resolve defects and deploy fixes
• Support application releases, patches, and configuration changes in production and pre-production environments
• Maintain technical documentation, knowledge base articles, and operational procedures
• Participate in incident management including major incident response and post-incident reviews
• Ensure data integrity, security standards, and regulatory compliance within the insurance domain
• Identify opportunities for automation and continuous service improvement

Klauzula informacyjna dotycząca przetwarzania danych osobowych osób biorących udział w procesach rekrutacyjnych prowadzonych przez Ergo Technology & Services S.A. z siedzibą w Sopocie, w tym informacje o administratorze danych, inspektorze ochrony danych, celach przetwarzania, odbiorcach danych, prawach kandydatów oraz dobrowolności podania danych osobowych.