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 business-driven technology solutions, supporting end-to-end insurance processes including finance, operations, and underwriting. It operates offices in Warsaw and Gdańsk and fosters a multicultural environment with global partnerships.

• Fluency in German and English (B2/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 function in an IT environment, 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
• Talent in capturing things quickly as well as structuring and orchestrating 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 a customer service-oriented role

Nice to have:

• Experience with Service NOW

• Providing 2nd line technical support for complex incidents and service requests escalated from 1st line support (Customer Call Centre)
• Investigating and resolving application, integration, and data issues in a high-volume insurance portal environment
• Performing detailed troubleshooting using logs, monitoring tools, and database queries, conducting root cause analysis, and implementing preventive actions to reduce recurring incidents
• Monitoring system health, performance, and availability to ensure SLA compliance
• Collaborating with development, QA, DevOps, and infrastructure teams to resolve defects and deploy fixes
• Supporting application releases, patches, and configuration changes in production and pre-production environments
• Maintaining technical documentation, knowledge base articles, and operational procedures
• Participating in incident management, including major incident response and post-incident reviews
• Ensuring data integrity, security standards, and regulatory compliance within the insurance domain
• Identifying opportunities for automation and continuous service improvement