• Handle Service Desk calls, manage incident resolution workflows, and support end users effectively; • Create, manage and automate tickets within ServiceNow, with a solid understanding of workflows and automation opportunities; • Automate existing workflows including automating ticket creation and management in ServiceNow while improving the quality of service delivery; • Reporting activities; • Handle incoming calls using ServiceNow and task management; • Create relevant documentation as well as user manuals.

• Perform deep system analysis across complex enterprise platforms, identifying gaps, dependencies, and optimization opportunities • Lead solution‑focused discussions with business stakeholders, engineers, architects, and QA teams to drive practical and scalable outcomes • Gather, analyze, and document business and technical requirements, ensuring traceability from concept through delivery • Translate business needs into detailed functional and technical specifications that align with enterprise architecture standards • Design and recommend solutions supporting loan disbursement, lending workflows, and financial integrations within banking systems • Partner with TPOs/TPMs to create, manage, and maintain: Product backlogs, Product boards, Azure DevOps dashboards and work items • Support Agile ceremonies and practices, including backlog refinement and sprint planning • Collaborate with development and QA teams to clarify requirements, resolve defects, and ensure solution quality • Challenge assumptions, analyze tradeoffs, and guide teams toward consensus‑driven, value‑focused solutions • Ensure solutions align with operational controls, compliance requirements, and enterprise standards

Role Description We currently have a vacancy for a Junior IT Support Engineer fluent in English, to offer his/her services as an expert remotely. In the context of the first assignment, the successful candidate will be integrated into the team of the company that will closely cooperate with a major client’s IT team on site. - Handle Service Desk calls, manage incident resolution workflows, and support end users effectively; - Create, manage and automate tickets within ServiceNow, with a solid understanding of workflows and automation opportunities; - Automate existing workflows including automating ticket creation and management in ServiceNow while improving the quality of service delivery; - Reporting activities; - Handle incoming calls using ServiceNow and task management; - Create relevant documentation as well as user manuals. Qualifications - University degree in IT or relevant discipline, combined with minimum 2 years of relevant working experience in IT; - Excellent experience with IT user support; - Excellent experience with ServiceNow, opening tickets, forwarding as well as resolving them; - Excellent experience with Confluence and Jira; - Experience with service delivery activities & reporting; - Excellent experience with user support documentation, including the creation of SOPs and user manuals; - Experience with Backup and restore and system administration in Linux/Windows; - Good knowledge of cloud environments and deployments would be an asset (Preferably AWS); - Experience with Task Automation and DevOps would be considered an asset; - Excellent command of the English language. Benefits - Competitive remuneration (either on contract basis or remuneration with full benefits package), based on qualifications and experience; - All applications will be treated as confidential.

• Respond to and resolve a high volume of IT support requests via phone, email, or chat, including password resets, software installations, and hardware troubleshooting. • Diagnose and resolve basic hardware and software issues, including operating system problems, connectivity issues, and user account management. • Utilize and contribute to the internal knowledge base for common issues and solutions. • Create, update, and close support tickets in the IT ticketing system, ensuring accurate documentation of all issues and resolutions. • Provide excellent customer service with a positive and professional attitude. • Troubleshoot and resolve customer complaints or concerns effectively. • Meet or exceed performance metrics including call handling time, quality assurance, and other assigned KPIs. • Perform other duties as assigned.