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IT Support Specialist

Gdansk

About Us

ERGO Technology & Services S.A. (ET&S S.A.) was established in January 2021 following the integration of ERGO Digital IT and Atena into one entity, leveraging both companies’ strengths and best practices. As a part of ERGO Technology & Services Management AG, the technology holding of ERGO Group AG, we support millions of internal and external customers with state-of-the-art IT solutions to everyday problems.

In October 2022, ET&S S.A. expanded its scope of operations by creating a Business Services unit to contribute in a new way to the growth of ERGO’s business. Acting as a co-partner and internal consultant, it adds non-IT value and supports the development of the entire ERGO Group, currently offering skills in reporting, analysis, actuarial, and input management. We are committed to fostering innovation and meeting the evolving needs of our clients worldwide.

Discover how we implement AI, IoT, Voice Recognition, Big Data science, advanced mobile solutions, and business-related services to anticipate and address our customers’ future needs.

About the role

For the division Information Technology in the department Business Solutions we are looking for an IT Support Specialist.

Business Solutions delivers business value through the management of traditional IT products including execution of change projects outside of the digital innovation (Business Technology) space and owns the key relationships across business domains representing all IT service functions.

Our section delivers stable operational services in a cost effective and adequate manner for applications in scope and IT infrastructure including onsite IT and provider management with a clear focus on continuous application run optimization, standardization and automation for applications.

AMS (Application Managed Services) is responsible for a stable and cost-effective operation of a certain subset of our portfolio of AMS business applications (SAP, .NET and other). This includes ongoing operations, application support, Incident, Problem, Configuration and Change Management (e. g. patches) and (limited) product enhancements. In addition all documentation tasks, compliance requirements as well as vulnerability remediation are in scope. As member of our global AMS team of Service Managers and IT Support Specialists you also work very closely with our external service provider in an offshore sourcing model which is standardized with regards to processes, roles, etc.

Work hours: Your clients will be located in Princeton, NJ (EDT), so expected work hours are 12pm to 8pm (CEST).

How you will get the job done

  • supporting smooth application operation and development of small enhancements for multiple applications
  • taking over the internal product responsibility for Business managed applications (BMA), IT products or product groups
  • planning, controlling and monitoring of external providers with regards to capacity, performance and result quality for applications or application groups in the area of responsibility
  • escalating management regarding tickets or general issues, setting up alignment calls with customers
  • participating in the planning, managing and reporting of all global cost elements of the service budgets as well as verification of monthly invoicing
  • advising business departments or IT colleagues on service offerings
  • collaborating in transition projects and in the further development of the service in general
  • creating and maintaining procedures for existing processes and documentation around knowledge management, compliance regulations and vulnerability remediation
  • ensuring compliance based on internal and external regulation

Skills and experience you will need

  • fluency in English, knowledge of Polish and German will be an additional advantage
  • 3-5 years of hands-on experience in application management or second level support function in an IT environment, especially in following areas:
    • Insurance / Banking business processes
    • Webportal / Mobile App applications
    • B2C digital marketing, customer retention or similar

 

  • good understanding of backend and frontend IT systems, interfaces and functionalities as well as general IT software development and cloud infrastructure
  • talent in capture things quickly as well as structure and orchestrate topics
  • understanding of the Incident Management process according to ITIL
  • basic experience in managing external service providers ideally in an offshore model
  • experience in stakeholder management
  • good knowledge of ServiceNow (or any major ticketing system)
  • analytical mindset with strong planning, coordination and organizational skills to ensure smooth AMS processes and as well to assist the Service Manager or the customer directly
  • confidence, assertiveness and strong commitment
  • friendly, outgoing personality with a sense of humor
  • ability to working in a distributed multi-national team and a customer service-oriented role
  • willingness to travel (up to 10%)

Interested in this position?

Apply now

Why work with us?

Let&s be fit

We realize that most of us need assistance to stay in shape and good health. That's why we provide every employee with a medical package coverage and co-finance a sports card. Additionally, we support a number of sports sections, and, you can even join our yoga team in the summer to practice yoga on the roof!

Let&s be balanced

Work-life balance is essential for us. That's why we offer our employees flexible working hours, pet-friendly offices, and if you would like to stay with your pet at home, a remote work environment. However, it won't be easy to stay at home with our in-office gaming room.

Let&s be smart

Staying up-to-date with all the new systems and technologies is not an easy task. That's why we have an extensive training and workshops offer, both in-house and with external providers. We organize hackathons and meetups, which are an excellent opportunity for our specialists to showcase their expertise. On top of that, we offer digital learning platforms, language courses, and a library.

Let&s be responsible

We love to see the difference we make together with our CSR projects. That's why we are always open to new projects, and we would love to include you in our next charity event!

Let&s be fun

At ET&S we love not only to work but also relax together. Sports events like company-wide bike race, or maybe a film marathon in our cinema room? Don't worry; we got it covered! Maybe you have a passion and would love to make an event out of it? Sure! We will help you!

Let&s be diverse

At ET&S we create a working environment free of prejudice and exclusion. Each member of our team can experience being valued, regardless of his or her gender, nationality, religious beliefs, disabilities, age, and sexual orientation or identity. Your wide range of qualifications, experiences, and ways of thinking are of great benefit to us!

Get to know us better

Check how it is working at ERGO Technology & Services

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