Business Applications Support Specialist (L1/L2) - Fintech/ Crypto

Incubly collaborates with a French company specializing in security and infrastructure solutions for cryptocurrencies and blockchain applications. The partner company has over 400 professionals developing products including leading hardware wallets to safeguard cryptocurrency assets.

• Previous experience in 1st or 2nd line support roles, ideally with business applications, SaaS platforms, or enterprise systems.
• Experience with ticketing systems, preferably Jira Service Management or similar.
• Good understanding of Jira workflows, permissions, issue types, filters, dashboards, and basic administration.
• Familiarity with business applications supporting project management, collaboration, CRM, ERP, finance, operations, or identity management.
• Strong problem-solving and analytical skills.
• Excellent English communication skills for technical and non-technical users.
• Collaborative mindset and ability to work with internal teams, system owners, and external vendors.
• Experience with SaaS application administration and relevant certifications is advantageous.
• Exposure to cloud-based business applications and enterprise platforms is desirable.

Nice to have:

• Curiosity and eagerness to learn new tools and business applications.
• Previous experience in Service Desk or IT support environments.
• Knowledge of IT service management and agile methodologies with certifications such as ITIL, SAFe, Agile, or Scrum.
• Basic French language skills.
• Ability to work independently in a fast-paced environment.
• Strong organizational and time management skills.
• Customer-focused mindset and commitment to high-quality support.
• Proactive approach to problem-solving and continuous improvement.

Provide 1st and 2nd Line Support:

• Serve as first point of contact for users needing support with Jira and other business applications.
• Manage and prioritize support requests via Jira Service Management and other ticketing tools.
• Diagnose, troubleshoot, and resolve issues related to application usage, access, configurations, reporting, dashboards, and workflows.
• Support users across internal business systems with guidance on processes and best practices.
• Escalate complex issues to 3rd-line support, system owners, developers, or vendors.

Jira and Business Applications Support:

• Support Jira administration and daily usage including projects, workflows, permissions, filters, dashboards, and issue management.
• Assist with user access management, basic system configuration, and troubleshooting.
• Provide support for collaboration tools, ticketing platforms, project management solutions, CRM/ERP systems, identity management tools, and other SaaS applications.
• Help users maximize business application value through guidance, training, and knowledge sharing.

Collaboration and Service Improvement:

• Work closely with 3rd-line support teams, system owners, developers, and vendors to resolve escalated issues.
• Ensure incidents and requests are documented, tracked, and resolved per support processes.
• Contribute to continuous improvement of support services, knowledge management, and user experience.

Documentation and Reporting:

• Create and maintain user guides, FAQs, knowledge base articles, and support documentation.
• Document common issues, workarounds, and support procedures.
• Support reporting and analysis of service metrics, performance indicators, and team KPIs.

Informujemy, że administratorem danych jest Incubly Sp. z o.o. z siedzibą w Łodzi (dalej jako "administrator"). Masz prawo do żądania dostępu do swoich danych osobowych, ich sprostowania, usunięcia lub ograniczenia przetwarzania, prawo do wniesienia sprzeciwu wobec przetwarzania, a także prawo do przenoszenia danych oraz wniesienia skargi do organu nadzorczego. Dane osobowe przetwarzane będą w celu realizacji procesu rekrutacji. Podanie danych w zakresie wynikającym z ustawy z dnia 26 czerwca 1974 r. Kodeks pracy jest obowiązkowe. W pozostałym zakresie podanie danych jest dobrowolne. Odmowa podania danych obowiązkowych może skutkować brakiem możliwości przeprowadzenia procesu rekrutacji. Administrator przetwarza dane obowiązkowe na podstawie ciążącego na nim obowiązku prawnego, zaś w zakresie danych dodatkowych podstawą przetwarzania jest zgoda. Dane osobowe będą przetwarzane do czasu zakończenia postępowania rekrutacyjnego i przez okres możliwości dochodzenia ewentualnych roszczeń, a w przypadku wyrażenia zgody na udział w przyszłych postępowaniach rekrutacyjnych - do czasu wycofania tej zgody. Zgoda na przetwarzanie danych osobowych może zostać wycofana w dowolnym momencie. Odbiorcą danych jest serwis Just Join IT oraz inne podmioty, którym powierzyliśmy przetwarzanie danych w związku z rekrutacją.