Functional Support L1
Há 4 dias
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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