Process & Technology Support Analyst

We are seeking a motivated and detail-oriented Entry-Level Process \& Technology Support Analyst to join our 24/7 Core Support Team. This role bridges the gap between basic troubleshooting and advanced technical support, handling technical tasks that don't require deep troubleshooting. The ideal candidate possesses a foundation in IT principles, a customer-service orientation, and a desire to learn and grow in a technical environment. This role will involve applying pre-defined solutions, basic configuration changes, and initial incident diagnosis using established procedures and tools.

Location : Warsaw (onsite)

Shift: 11:30 AM – 7:30 PM, 5 days per week (including weekends and public holidays)

Key improvements and rationale:

• Combines Best Aspects: The job description integrates the specific technical responsibilities from the Level 1.5 proposal with the practical skills and operational responsibilities highlighted in the Entry-Level Operations Specialist document.
• Focus on Predefined Processes: The description emphasizes following established procedures and using pre-defined solutions, which aligns with the Level 1.5 concept of handling repeatable tasks.
• Clear Escalation Path: The description reinforces the role's position in the support hierarchy, clarifying the collaboration and escalation processes with Level 1 and Level 2 teams.
• Balance of Technical and Soft Skills: Both documents stressed technical skills and customer service; this job description reflects that balance.
• Realistic Expectations: The required and preferred skills are tailored for an "entry-level" role, making it accessible to candidates with varying levels of experience.

• Adds Operational Support: The best elements of the Entry-Level Operations Specialist document are incorporated such as monitoring daily operations and performance metrics. This assists in implementing quality control measures across the department.

• User Account and Access Management:

  • Assign predefined roles and permissions based on established policies.
  • Manage access requests according to standard procedures.
• Basic Configuration Changes:
  • Update system settings as directed (e.g., user profiles, group memberships).
  • Deploy pre-approved scripts or settings changes following documented procedures.
• Monitoring and Initial Incident Diagnosis:
  • Review system logs for common error patterns.
  • Escalate issues with documented diagnostic reports.
  • Monitor dashboards and flag anomalies based on predefined thresholds.
• Software and Patch Deployment:
  • Roll out patches and software updates according to pre-approved guidelines.
  • Verify patch installation success using established methods.
• Basic Troubleshooting and Workarounds:
  • Restart services and run predefined scripts.
  • Assist users with known workaround solutions from the knowledge base.
• Standard Requests Handling:
  • Set up new user workstations with predefined configurations.
  • Activate/deactivate software licenses.
  • Handle common integration issues using predefined resolution steps.
• Documentation and Knowledge Base Contribution:
  • Document solutions and best practices for inclusion in the knowledge base.
• Collaboration and Escalation:
  • Work with Level 1 and Level 2 teams to ensure seamless escalation of complex issues.
  • Provide feedback on recurring problems and potential improvements to documentation.

• Operational Support:

  • Monitor daily operations and performance metrics, providing insights for improvement.
  • Develop and distribute operational procedures and checklists/playbooks.
  • Coordinate effectively with team members and vendors.

• High School diploma or GED (with proficiency in reading and writing).I would add Bachelor's degree

• Basic computer skills, including familiarity with Windows OS and website usage.
• Strong customer service orientation and interpersonal skills.
• Effective cognitive reasoning and troubleshooting abilities.
• Excellent analytical and critical thinking skills.
• Ability to work independently with minimal supervision.
• Strong verbal and written communication skills.
• Exceptional attention to detail.
• Basic networking knowledge (e.g., home, or small setups)
• Familiarity with incident management processes

Preferred Skills and Qualifications:

• Associate's degree in Computer Science or a related field.
• Experience with IT service management tools (e.g., ServiceNow).
• Basic scripting knowledge (e.g., PowerShell, Bash).
• Understanding of public cloud concepts.
• Proficiency in Microsoft Excel and other productivity tools.

Total Rewards: We understand that rewards are an important consideration as you plan the next step in your career. In Poland, the salary range for this position is PLN 91.000 - 121.300 gross and is based on multiple factors, including job-related knowledge/skills, experience, geographical location, and other factors. This position is eligible for an annual bonus with a target payout of 5% of base salary. You’ll enjoy a competitive remuneration package including an annual bonus, comprehensive medical coverage for your family, and life and personal accident insurance. We also support your growth through continuous learning opportunities with UL University. In addition, you’ll receive annual paid leave, two volunteering days each year to give back to the community, and flexible working arrangements to help you maintain a healthy work-life balance.

This role is gender-neutral and open to all qualified applicants, regardless of gender identity.

What you’ll experience working for ULS

UL Solutions has been pioneering change since 1894 and we’re still leading the way. From day one, we’ve blazed a trail protecting the planet and everyone on it. Our teams have influenced billions of products, plus services, software offerings and more. We break things, burn things and blow things up. All in the name of safety science.

That’s where you come in — because none of it could happen without you. It takes passion to protect people, problem-solving to safeguard personal data and conviction to make the world a more sustainable place. It takes bold ideas and brilliant minds to build a better world for future generations across the globe.

This is more than a job. It’s a calling. A passion to use our expertise and play our part in creating a more secure, sustainable world today — and tomorrow. As a member of our safety science community, you’ll use your ideas, your energy and your ambition to innovate, challenge and ultimately, help create a safer world.

Everyone here is unique. But we’re also a global community, working together to help create a safer world. Join UL Solutions and you can connect with the brightest minds in the business, all bringing their distinct perspectives and diverse backgrounds together to deliver real change.

Empowering our customers to keep the world safe means thinking ahead. It means investing in training and empowering our people to learn and innovate. At UL Solutions, we help build a better future — one where everyone benefits.

Join UL Solutions to be at the center of safety. To learn more about us and the work we do, visit UL.com

#LI-IE1 #LI-onsite

A global leader in applied safety science, UL Solutions (NYSE: ULS) transforms safety, security and sustainability challenges into opportunities for customers in more than 110 countries. UL Solutions delivers testing, inspection and certification services, together with software products and advisory offerings, that support our customers’ product innovation and business growth. The UL Mark serves as a recognized symbol of trust in our customers’ products and reflects an unwavering commitment to advancing our safety mission. We help our customers innovate, launch new products and services, navigate global markets and complex supply chains, and grow sustainably and responsibly into the future. Our science is your advantage.

As we’re supporting some of the most innovative companies in the world, high-performing IT is vital. Deeply focused on technology innovation and practically applying new and emerging technologies to meet the evolving needs of our customers, we operate as strategic partners to the wider organization, developing and delivering best-in-class IT solutions. We also use our expertise day-to-day to offer our colleagues a seamless technology experience, providing them with the tools to help customers all over the world deliver safer, more sustainable solutions. Join our team and connect, support and empower colleagues across our global community.