IT System Analyst | f/m/d

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

We are seeking a hands-on Business Analyst with strong requirements engineering skills to support new and ongoing delivery across our voice platform ecosystem (Genesys, Cognig),. This role goes beyond documentation: you’ll collaborate closely with developers and product owners to shape user stories, clarify acceptance criteria, and support estimation during sprint planning. You will work with multiple teams and stakeholders, helping translate business needs into actionable, high-quality requirements — especially for projects focused on conversational AI, automation, and integrations.

How you will get the job done

• gathering, analyzing, and engineering requirements for voice platform initiatives (e.g., call flows, bots, integrations, backend services)

• leading the creation of user stories, epics, and acceptance criteria, ensuring they are developer-ready and testable

• collaborating with Scrum teams to support effort estimation, sprint planning, and backlog grooming

• acting as the bridge between business, product, and technical teams to validate feasibility, priority, and value

• supporting the Product Owner in prioritizing and refining the backlog, ensuring stories reflect actual stakeholder needs

• preparing clear and concise documentation in Confluence, tracking progress in Jira, and providing input to delivery dashboards

• facilitating clarification sessions, retrospectives, and daily stand-up contributions as needed

Skills and experience you will need

• fluency in English

• 5+ years experience in business analysis, requirements engineering, or product delivery in IT-run projects

• deep understanding of Agile delivery, especially Scrum ceremonies and estimation techniques

• experience supporting voice platforms, conversational AI, or customer engagement technologies

• strong facilitation skills — able to drive clarity in complex, cross-functional setups

• technically comfortable: understands APIs, backend systems, data flows

• collaborative, detail-oriented, and capable of managing multiple stakeholders

Nice to have

• German language knowledge

Perks & Benefits

Let's be healthy

Medical package, sports card, and numerous sports sections – these are some of the benefits that help our employees stay in good shape.

Let's be balanced

Work-life balance is a key aspect of a healthy workplace. We offer our employees flexible working hours, a confidential employee assistant program, as well as the possibility of remote working. However, staying at home with our in-office gaming room and dog-friendly office in Warsaw won’t be easy.

Let's be smart

We organize numerous workshops and training courses. Thanks to hackathons and meetups, our specialists share their expertise with others. Additionally, we have a wide range of digital learning platforms and language courses.

Let's be responsible

Each year, we participate in several CSR activities, during which, together with our colleagues, we do our best to create a better future.

Let's be fun

Company-wide bike races and soccer matches, film marathons in our cinema room or other engaging team-building activities – we got it covered!

Let's be diverse

Every team member is valued, regardless of gender, nationality, religious beliefs, disability, age, and sexual orientation or identity. Your qualifications, experience, and mindset are our greatest benefit!