Functional Support L1

Há 4 dias


Lisboa, Lisboa, Portugal act digital Tempo inteiro

We are looking for a
Functional Support Analyst – Client Facing
to act as the
primary point of contact for users
experiencing issues with a
CLM/CRM application
used at group level.

This role combines
functional analysis, user support, incident coordination, and strong client-facing communication
, working closely with IT teams, solution providers, and business stakeholders to ensure efficient issue resolution and high service quality.

Key Responsibilities

  • Act as
    first-level contact (L1)
    for users reporting incidents or malfunctions related to the CLM/CRM application
  • Analyze and identify root causes of issues, including:
  • Application-related problems
  • Incorrect usage
  • Data exchanges with core banking systems
  • Analyze
    integration and interface messages
  • Perform
    queries in MS Dynamics
  • Conduct
    screen-sharing sessions
    with users to diagnose issues when needed
  • Accurately qualify, document, and track incidents
  • Escalate unresolved issues to
    Level 2 support
    when required
  • Monitor tickets through to resolution and closure
  • Coordinate with:
  • Solution providers
  • Core banking teams
  • Internal IT and production teams
  • External partners
  • Maintain clear documentation of incidents, resolutions, and recurring issues

Required Skills & Competencies

Technical Skills

  • JIRA / Confluence
    (user perspective) – advanced
  • Microsoft O365
    (user perspective) – advanced
  • Experience with
    MS Dynamics
    is a plus

Functional Skills

  • Knowledge of
    KYC processes and client onboarding
  • Strong
    customer-service orientation
  • High level of
    technical and functional curiosity
  • Strong sense of
    reliability, risk awareness, and confidentiality

Hybrid Work: 2/3x on-site in Lisbon



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