Service Desk Second-Line Agent (Oracle/SQL)

Location: Remote within Poland or Romania

Company

hirify.global provides technology and enterprise application services.

What you will do

• Provide advanced end-user support for enterprise workflow applications and ICT tools used for grants, experts, and procurement management.
• Manage incidents, service requests, problems, and changes through ticketing systems, including categorization, prioritization, escalation, and SLA tracking.
• Monitor production applications, analyse database and server logs, identify defects, and escalate software issues to development and technical teams.
• Document issues, maintain knowledge articles and known-issue procedures, and provide status updates through resolution.
• Coordinate analytical and technical issues across business and technical teams, including meetings, action tracking, and minutes.
• Transfer knowledge to colleagues and support continuous improvement of service processes.

Requirements

• Bachelor’s-level university degree or equivalent with 12+ years of professional IT experience.
• Strong experience supporting end users of enterprise information systems and applying advanced remote troubleshooting techniques.
• Good knowledge of ITIL 4, including Incident Management, Request Fulfilment, Knowledge Management, and Problem Management.
• Experience with ITSM platforms such as ServiceNow or Jira Service Management, plus strong ticket triage, prioritization, escalation, and SLA management skills.
• Strong understanding of business workflow applications, web applications, web services, and related business processes.
• Knowledge of financial processes in public- and/or private-sector environments.
• Strong practical experience with Oracle RDBMS and SQL, experience with SoapUI, and experience analysing application and server logs.
• Knowledge of wikis, collaborative platforms, and office productivity tools.
• Excellent documentation, communication, coordination, and stakeholder-management skills; ability to work independently and in international, multicultural teams.
• English or French at B2 level or higher; strong English communication skills are mandatory.

Nice to have

• Knowledge of Activiti BPM.

Culture & Benefits

• Remote work arrangement in Poland or Romania.
• Work with international, multicultural teams and coordinate across multiple technical and business functions.
• Equal opportunity employment regardless of protected characteristics.

Hiring process

• Complete the online application form; the recruiting team will follow up.