ERGO Technology & Services · Warsaw, Poland (Remote)

Insurance technology organisation delivering bancassurance, life insurance, ESG and customer portal initiatives, alongside internal AI enablement work.

• Lead end-to-end analysis for insurance and internal AI initiatives, translating business goals into scope, user stories, functional specifications and test scenarios.
• Identify AI-supported workflow opportunities and shape practical internal use cases with measurable operational value.
• Define use cases for internal AI assistants and co-design RAG-style flows across distributed data sources.
• Design API-based integrations between core insurance systems, front-end applications and supporting services, covering data contracts, business rules and edge cases.
• Partner with developers, architects, UX, QA and product owners to validate solutions, support UAT and rollout readiness, and keep delivery aligned with business and regulatory constraints.

ERGO Technology & Services · Warsaw, Poland

• Translated business goals into Jira stories, acceptance criteria and functional detail for bancassurance feature teams.
• Maintained requirements, process flows and decision context in Confluence so delivery teams had a clear, current source of truth.
• Worked with developers, UX designers and architects to refine solution concepts, remove ambiguity and support rollouts.
• Led refinement sessions, supported testing and gathered stakeholder feedback to confirm delivered functionality matched expected outcomes.

Sharp Europe · Warsaw, Poland

• Supported English-, Polish- and German-speaking users in a 24/7 enterprise environment, handling L1/L2 troubleshooting and escalation.
• Worked across Microsoft enterprise environments including Windows Server, Exchange, Office 365, Active Directory and Azure Active Directory administration.
• Built a structured knowledge base from scratch, documenting troubleshooting paths and reusable resolution methods.

Computacenter · Poznań, Poland

Enterprise support delivery for Airbus Commercial and ITERGO service operations.

• Supported Airbus Commercial and ITERGO users across first- and second-line service desks, providing remote troubleshooting, ticket routing and resolver-group coordination.
• Supported the Berlin-to-Poznań transition through knowledge transfer, analyst enablement and training for new team members.
• Worked with ServiceNow and BMC Remedy while creating knowledge articles and resolving escalated tickets.