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The Role
The Junior BAU Support Specialist ensures operational stability for supply chain applications by managing incidents, performing triage, collecting evidence, and coordinating resolutions. Responsibilities include monitoring ServiceNow queues, escalating issues, and documenting processes.
Summary Generated by Built In
WE’RE HIRING A JUNIOR BAU SUPPORT SPECIALIST – SUPPLY CHAIN, DISTRIBUTION & MANUFACTURING APPLICATIONS IN POLAND!
Excis is a global IT support leader, driven by innovation and collaboration.
We are seeking a motivated and detail-oriented Junior BAU Support Specialist to ensure operational stability for Supply Chain, Distribution, and Manufacturing applications by executing standard triage and recovery steps, collecting evidence, coordinating with stakeholders, and escalating non-standard issues to senior application owners.
Join us for a rewarding career in a supportive, growth-oriented environment where people and performance go hand in hand.
- Client presence in 190+ countries
- 6000+ Engineers globally
- 200+ Enterprise Clients
We foster an open, friendly, and collaborative culture where individual achievements contribute to overall team success. From solving real-world IT challenges to keeping global supply chains running, we put our people first.
What You’ll Do:
- Monitor and manage incoming incidents/requests in ServiceNow queues; acknowledge tickets and confirm impact, urgency, and affected users/markets.
- Perform initial triage using documented runbooks/known error patterns; execute standard recovery actions (restart/retry, re-run known jobs, basic validation checks, controlled reprocessing where permitted).
- Validate restoration with requesters/markets; close tickets with clear resolution notes and evidence.
- Collect evidence required by L2/L3 owners: timestamps, error messages, screenshots, job run identifiers, impacted entities (orders/shipments/inventory/production lots), and basic log extracts.
- Escalate to application owners/SMEs when: (a) no runbook exists, (b) issue repeats after standard recovery, (c) root cause is unclear, (d) cross-system or high-impact scenario, (e) change/configuration/code/vendor action is required.
- Provide concise incident summaries to accelerate SME decision-making (what happened, what was tried, current status, business impact, recommended next step).
- Coordinate with business/market stakeholders to confirm symptoms, business impact, and deadlines; keep communications consistent and factual.
- Provide status updates: current status, workaround (if any), next checkpoint/time for update, escalation owner, and expected resolution path.
- Document resolutions, known error patterns, and repeatable recovery steps in ticket notes and knowledge base.
- Propose runbook improvements when recurring issues are observed; contribute to "top recurring causes" tracking for problem management.
What You Need:
- 1–2 years of experience in IT operations, service desk, or application support.
- Practical understanding of ITSM incident lifecycle (triage, categorisation, routing, escalation, closure hygiene).
- Basic understanding of Supply Chain / Distribution / Manufacturing concepts (orders, inventory, warehousing, production execution, planning).
- Strong attention to detail; ability to follow runbooks precisely and keep accurate records/evidence.
- Clear written communication in English (ticket notes, stakeholder updates).
- Comfortable working with Microsoft Excel, Teams, Outlook for tracking and communication.
- Analytical skills, basic SQL skills, basic programming knowledge.
- Familiarity with ServiceNow or similar ITSM tools preferred.
Nice-to-have: Prior exposure to LIMS, MES/FactoryTalk, QAD, or IOPS; basic familiarity with batch/job schedulers or integration monitoring; experience in a multi-market/global support model.
Why Join Us?
At Excis, your work has a direct impact. You’ll be part of a dynamic and hands-on team where your technical foundation drives user satisfaction and operational success across enterprise-level supply chain and manufacturing systems.
We offer:
- A collaborative and supportive work environment with clear escalation paths and mentorship
- Opportunities for continuous learning and career growth
- Exposure to diverse technologies, global clients, and real-world applications (LIMS, MES, QAD, IOPS)
- A structured entry point into IT operations within a global IT support leader
Skills Required
- 1-2 years of experience in IT operations, service desk, or application support
- Practical understanding of ITSM incident lifecycle
- Basic understanding of Supply Chain concepts
- Strong attention to detail and ability to follow runbooks
- Clear written communication in English
- Comfortable working with Microsoft Excel, Teams, and Outlook
- Analytical skills and basic SQL skills
- Familiarity with ServiceNow or similar ITSM tools
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The Company
What We Do
Excis is a global IT services company providing 24/7 multilingual support and onsite assistance in over 190 countries, specializing in end-user computing, networking, and IT security services.
