TalentLink Support Analyst

Job Description & Summary

Responsible for coordinating and overseeing the actioning and resolution of assigned service issues/tickets. Reporting to the TalentLink Service Delivery Lead with a dotted line to the TalentLink Solutions Architect Lead.

TalentLink Support Analyst

Workplace: Warszawa/Remote

Essential responsibilities:

• Provide day-to-day end-user second level support for TalentLink application

• Identify the workaround/solution and resolve incident within the agreed service levels

• Provide guidance on alternative resolutions on recurring or ongoing issues

• Document troubleshooting or resolution steps

• Work with the Service Desks to provide updates to the user, on the status of the incident

• Engage and coordinate with the vendor, when required

• Invoke escalation processes; involve multiple resolver groups, as needed

Required Skills:

• Good knowledge of SQL

• Knowledge of ITIL processes 

• Experience with ITSM systems (ServiceNow)

• Microsoft Server knowledge

• RESTful API, PowerShell and automation knowledge will be an added advantage

• At least 2-3 years of experience in support area

• Excellent analytical and problem-solving skills

• Strong communication and interpersonal skills

• Fluency in English – both written and spoken

• Quick learning ability with will to upskill in technical area

• Basic experience with TalentLink (Retain) application would be an additional advantage

Our Offer:

• Career development and professional growth in a global team setting

• Opportunity to work with the latest technologies and cloud-based platforms

• Ability to pursue further professional development - access to the multiple trainings provided by PwC

• Participation in multi-territory activities within the cross platform support area

• Competitive salary and benefits package, including private healthcare, life and disability insurance, attractive voucher program

• Inspiring and friendly work environment

• Career development plan tailored to your preferences and ambitions

• Flexible working arrangements based on the Polish Labor Law regulations including hybrid or remote model of work