Business Applications Support Specialist (L1/L2) -

At Incubly, we believe that great people want to work with great people, so we started to build a company that attracts great minds and enables us to achieve great things while genuinely enjoying what we do. Our mission is to support tech companies and startups (scaleups) in scaling their teams quickly and with high quality, while boosting product development, testing, and deployment so we can succeed together. We are currently working with a French company that is a leader in security and infrastructure solutions for cryptocurrencies and blockchain applications. It has a team of more than 400 professionals developing a variety of products and services to safeguard cryptocurrency assets, including worldwide leading hardware wallets. As a Business Applications Support Specialist (L1/L2), you will become part of an international team delivering high-quality support for Jira and other critical business applications. You will act as a trusted point of contact for users, helping resolve issues, manage application access and configurations, and ensure a seamless experience across a diverse portfolio of business systems. **Your daily responsibilities** ### **Provide 1st and 2nd Line Support** - Serve as the first point of contact for users requiring support with Jira and other business applications. - Manage and prioritise support requests, ensuring timely and professional resolution through Jira Service Management and other ticketing tools. - Diagnose, troubleshoot, and resolve issues related to application usage, user access, configurations, reporting, dashboards, and workflows. - Support users across a range of internal business systems, providing guidance on processes, functionality, and best practices. - Escalate complex issues to 3rd-line support teams, system owners, developers, or vendors, ensuring effective communication and follow-through. ### **Jira and Business Applications Support** - Support users with Jira administration and day-to-day usage, including projects, workflows, permissions, filters, dashboards, and issue management. - Assist with user access management, basic system configuration, and troubleshooting across business applications. - Provide support for collaboration tools, ticketing platforms, project management solutions, CRM/ERP systems, identity management tools, and other SaaS applications. - Help users maximise the value of business applications through guidance, training, and knowledge sharing. ### **Collaboration and Service Improvement** - Work closely with 3rd-line support teams, system owners, developers, and external vendors to resolve escalated issues. - Ensure incidents and requests are accurately documented, tracked, and resolved in line with support processes. - Contribute to the 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 to improve service efficiency. - Support reporting activities and contribute to the analysis of service metrics, performance indicators, and team KPIs. **We need you to have** - Previous experience in a 1st or 2nd line support role, ideally supporting business applications, SaaS platforms, or enterprise systems. - Experience working with ticketing systems, preferably Jira Service Management or similar service desk tools. - Good understanding of Jira, including workflows, permissions, issue types, filters, dashboards, and basic administration. - Familiarity with business applications supporting functions such as project management, collaboration, CRM, ERP, finance, operations, or identity management. - Strong problem-solving and analytical skills, with the ability to investigate issues, identify root causes, and recommend solutions. - Excellent communication skills in English, with the ability to effectively support both technical and non-technical users. - A collaborative mindset and the ability to work closely with internal teams, system owners, and external vendors. - Experience with SaaS application administration and relevant certifications would be an advantage. - Exposure to cloud-based business applications and enterprise platforms is desirable. ## **Would Be Great If You Have** - A genuine curiosity and eagerness to learn new tools, technologies, and business applications. - Previous experience working in a Service Desk or IT support environment. - Knowledge of IT service management and agile methodologies, supported by certifications such as ITIL, SAFe, Agile, or Scrum. - Basic French language skills. - The ability to work independently and effectively in a dynamic, fast-paced environment. - Strong organisational and time management skills, with the ability to prioritise tasks effectively. - A customer-focused mindset and a commitment to delivering high-quality support. - A proactive approach to problem-solving and continuous improvement. ## **Our Technology Stack** - Atlassian Suite: Jira, Confluence - Jira Service Management (JSM) - Okta - Business Applications & SaaS Platforms - CRM & ERP Systems - Agile Methodologies: Scrum, Kanban - IT Service Management: ITIL **Our offer** In addition to great company and challenging projects, we can offer much, much more: - Agile and friendly atmosphere, non-violent communication and full respect for diversity - Possibility to choose from onsite (in Lodz, Poland) or hybrid work (one day a week in our office in Łódź city centre) - B2B or Employment Contract – you choose - Remuneration on B2B contract: 600–750 PLN net/day - Remuneration on Employment Agreement: 9.000–11.000 PLN gross per month