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

We are looking for a Functional Support Specialist (2nd Line) to support a project that delivers and maintains critical banking applications used by back-office teams across the EMEA region. The role focuses on ensuring the stability and smooth functioning of core transactional and financial processes within a complex production environment.

A key aspect of this position is taking ownership of complex functional incidents and driving them from initial investigation through to full resolution. You will play an important role in analyzing production issues, identifying root causes, and ensuring effective communication with both business users and technical teams.

Your tasks

• 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

Requirements

• 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 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 (French is a plus)

• Analytical mindset and strong problem-solving skills with attention to detail

• Openness to hybrid work from the Warsaw office

• Fluent Polish required

• Residing in Poland required