Banking Application Support Specialist – 2nd Line (f/m/x)

This role supports a project delivering and maintaining critical banking applications used by back-office teams across the EMEA region, focusing on core transactional and financial processes in a complex production environment.

• Minimum 3 years of experience as a key user, super user, or functional support specialist in a banking or financial environment
• Strong understanding of back-office banking processes (e.g., payments, settlements, reconciliations)
• Ability to analyze complex issues and logically trace process failures end-to-end
• Experience working with production incidents and functional troubleshooting
• Basic knowledge of SQL and ability to analyze application logs
• Familiarity with the ITIL framework, including Incident, Problem, Change, Availability, and Service Continuity Management
• Strong communication skills with both business stakeholders and technical IT teams
• Fluency in English and Polish required; French is a plus
• Analytical mindset and strong problem-solving skills with attention to detail
• Willingness for hybrid work from the Warsaw office
• Residing in Poland required

• Acting as the 2nd line escalation point for complex functional issues related to a banking application
• Taking full ownership of incidents from initial report through to resolution and final communication to business users
• Analyzing production incidents end-to-end, including transactional flows and calculation discrepancies, to identify root causes
• Investigating issues using application logs and basic SQL queries
• Collaborating with technical support, development teams, and other IT stakeholders to ensure timely and effective resolution
• Identifying recurring functional issues and proposing permanent fixes (process or system improvements)
• Contributing to and maintaining knowledge base articles and best practice documentation
• Supporting the continuous improvement of incident, problem, and change management processes

• Fluent Polish required
• Residing in Poland required