New offer - be the first one to apply!

August 8, 2026

Tech Subject Matter Expert

Senior • Hybrid

900 - 1,100 PLN

Krakow, MA, Poland

Roles and Responsibilities

Teams Support Channel Ownership

  • Monitor and manage the Group AI Platform Teams support channel.
  • Respond to user questions, troubleshoot first-line issues, and route queries to the appropriate resolver groups.
  • Ensure a positive user experience through clear, timely, and structured communications.

Onboarding and Access Request Coordination

  • Act as the primary point of contact for onboarding and migration requests.
  • Engage users to understand their objectives and guide them through onboarding requirements, steps, and platform capabilities.

Structured Discovery and Requirement Capture

  • Capture key onboarding inputs, including use cases, data needs, model type, environments, access requirements, governance approvals, and non-functional needs.
  • Translate onboarding needs into a clear, actionable set of requirements and next steps.

Bug and Issue Management

  • Log, track, and follow up on bugs and issues across engineering, platform operations, and dependent teams.
  • Drive progress, unblock dependencies, and ensure closure with appropriate user communications and documentation.

Operational Tracking, SLAs, and Stakeholder Updates

  • Track onboarding and support requests end-to-end, including ageing, blockers, and estimated completion dates.
  • Provide regular status updates to stakeholders and users, manage expectations, and keep work moving at pace.

BAU Process Improvement and Enablement

  • Maintain and improve onboarding artefacts, including FAQs, templates, playbooks, intake forms, and dashboards.
  • Identify recurring issues and themes and propose fixes to reduce friction and cycle time.
  • Support user enablement through demos, knowledge sharing, and short how-to walkthroughs.

Skills and Experience Required

  • Bachelor’s degree or above in Computer Science, Software Engineering, Information Systems, or a related discipline.
  • Career background primarily in the software or technology industry.
  • 5+ years of experience as a Project Manager or Business Analyst delivering software products or projects end-to-end, preferably in complex enterprise environments.

Support Operations and User-Facing Service Mindset

  • Ability to handle high-volume inbound queries with structured triage and timely responses.
  • Comfort working with ambiguity and multiple parallel requests.
  • Calm, solutions-led approach to escalations and delays.

Business Analysis and Requirements Engineering

  • Ability to elicit requirements through one-to-one sessions or lightweight workshops and document outcomes clearly.
  • Ability to produce problem statements, scope, assumptions, dependencies, process flows, user stories, and acceptance criteria.
  • Strong attention to detail to identify missing approvals, unclear scope, and dependency risks early.

Delivery Coordination and Ownership Mindset

  • Ability to own requests from intake to closure, including triage, prioritisation, tracking, and completion.
  • Ability to manage RAID: risks, assumptions, issues, and dependencies, while driving actions across teams.
  • Ability to manage trade-offs between scope, timeline, and risk, and escalate appropriately.

Stakeholder Management and Communication

  • Lead project-related enhancements and gather requirements for internal Group AI Platform features and capabilities.
  • Confident engagement with users, engineers, and governance partners, with the ability to influence without formal authority.
  • Ability to provide clear updates on current status, blockers, next steps, and ETA/SLA expectations.
  • Ability to manage prioritisation conflicts professionally and transparently.

Agile Ways of Working and Tooling

  • Practical Agile experience, including backlog refinement, sprint ceremonies, demos, and retrospectives.
  • Strong JIRA skills, including epics and stories, workflow tracking, prioritisation, dashboards, and reporting.
  • Strong Confluence or similar tool skills for playbooks, FAQs, templates, decision logs, and knowledge articles.

Metrics, SLA Visibility, and Continuous Improvement

  • Ability to define and track operational KPIs, including lead time, throughput, ageing, rework, and first-time-right.
  • Ability to build stakeholder reporting, including weekly dashboards, pipeline views, and root-cause themes.
  • Ability to use data and feedback loops to improve onboarding and support processes with a Lean mindset.

Additional Experience

  • High-level familiarity with AI/ML concepts and lifecycle to guide onboarding conversations.
  • Experience in regulated environments, with awareness of governance controls, risk, security, and data privacy.
  • Basic understanding of cloud/platform services and access management.
  • Experience supporting service operations reporting and stakeholder updates.
  • Strong documentation habits and a customer journey/process-improvement mindset.
  • Workshop facilitation, note-taking, and action-tracking experience.

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