Data/Support Analyst

We are seeking a Data/Support Analyst to join our energetic team, which consists of 24 members based across three different countries.

The role primarily involves working within our tiered support model, starting in L1 to grasp essential project work fundamentals before advancing to the more complex L2 team. The ideal candidate will have a background in either financial services or macroeconomics and be adept at analyzing data and managing incident escalations under tight deadlines.

Responsibilities

• Work with automatically generated or user-raised incidents in ServiceNow
• Follow detailed workflows outlined in Confluence
• Escalate cases to clients and manage interactions
• Validate financial data on official websites, understanding its relevance to macroeconomic categories
• Handle case sensitive data in compliance with strict SLAs
• Handle complex, non-BAU ad hoc requests
• Update operational documentation regularly
• Escalate intricate issues from L1 once moved to L2 team
• Participate in incident and change management processes
  
  
  

Requirements

• Work remotely, but you need to be in the office in Kyiv once a week
• 2+ years of experience in Level 1 Application Support
• Background in working with ticketing systems
• Capability to communicate effectively with external users
• Prior experience in financial / banking companies, or a strong knowledge of macroeconomics
• Demonstrated ability to work under pressure with high stress resistance
• High level of motivation
• Proficiency in English at B2 level or above
  
  
  

Nice to have

• Experience with ITIL methodologies
  
  
  

We offer

• Work on a flexible schedule remotely or from any of our comfortable offices or coworking spaces in Ukraine
• Receive the necessary equipment to perform your work tasks
• Change projects and technology stacks within EPAM
• Gain experience in various business domains (Insurance, E-commerce, Healthcare, Finance, Travelling, Media, Artificial Intelligence, and more)
• Consider relocation options in over 30 countries worldwide
• Participate in volunteer, charity programs and communities (both technical and interest-based)
• You can plan your individual career path together with your manager.
• Receive regular feedback from colleagues
• Improve your English for free with certified teachers (Speaking Clubs, client interview preparation courses, etc.)
• Get the opportunity to undergo free training and certification in AWS, GCP, or Azure Clouds
• Use the internal E-learn training program (18,200+ specialized training and mentoring programs)
• Access corporate accounts on LinkedIn Learning, Get Abstract and other partner resources
• Study at EPAM Solution Architecture School with the instructors who are practicing architects
• Develop as a leader, join Delivery Management, Resource Management, Leadership Essentials school and more
• Participate in internal communities (500+ meetups, technical discussions, brainstorming sessions, online events and conferences annually)
• Vacation and sick leave (including a sick leave without a medical certificate)
• A wide range of Voluntary Medical Insurance programs providing both medical treatment and various preventive options (including sports activities)
• Medical insurance for family members at corporate rates
• Company support during significant life events (childbirth or adoption, marriage, etc.)
• Support for psychological comfort: discounts on services from mental health specialists or coaches, thematic training
• E-kids program - a free programming language training program for EPAMers' children
  
  
  

EPAM strives to provide its global team of over 52,800+ professionals in more than 55 countries with opportunities for professional growth from day one of collaboration. Our colleagues are the source of EPAM's success, so we value cooperation, strive to always understand our clients' business and aim for the highest quality standards. No matter where you are, you will join a dedicated, diverse community that will help you realize your potential to the fullest.