Bain & Company, Inc.

Bain & Company is recognized as one of the top international management consultancy firms. We assist major corporations worldwide with strategy formulation, acquisitions, organizational design and performance improvement. In 2015, Bain & Company opened the Global Business Services (GBS) Center in Warsaw, in order to provide the best-in-class internal support, efficiently and professionally, to both leadership and consulting teams in Bain offices across Europe, the Middle East and Africa.

Role Overview

This role serves as a key technical resource responsible for building and maintaining scalable products to support Bain's External Talent Function (ETF), providing customer support, driving process improvements, and delivering comprehensive documentation. This role sits at the intersection of product management and technical operations. The role focuses on optimizing the product experience through collaboration with product teams, vendors, and internal stakeholders.

The objectives include eliciting and implementing technical solutions aligned with the product roadmap, addressing customer and team support needs, and enhancing operational efficiency through automation and process improvements. Expected outcomes involve reliable application performance, robust troubleshooting capabilities, effective cross-team collaboration, and well-documented technical resources to support product implementations and  enhancements

Responsibilities

Build & maintain architecture (50%)

• Elicits requirements for product enhancements/requests, working alongside product team
• Builds technical solutions that are implemented at scale for the product roadmap, appropriately testing and iterating based on customer feedback
• Works with vendor technical/support teams to optimize the Bain experience with their product, submit feature requests, manage bugs etc.

Customer Support for internal stakeholders (30%)

• Monitors health of applications, reporting on trends and recommending potential route causes
• Provides 2nd level advanced troubleshooting support for local & regional TSG teams
• Demonstrates advanced technology/product knowledge and advanced troubleshooting abilities
• Acts as main technical support for scaled pilots

Drive process improvements (10%)

• Looks for opportunities to leverage automation/scripting to drive process improvements
• Active participant in all agile ceremonies, creating detailed tasks/user stories and looking for opportunities to work more effectively as a team

Documentation (10%)

• Delivers technical documentation & KB articles to support product pilots, upgrades and enhancements

Requirements

• Associate/Bachelor’s degree or an equivalent combination of education, training and experience 
• 3-5+ years of experience in End User Support & Troubleshooting, Configuration Enhancements & Updates, Evaluations & Reporting or Managed Service Provider
• Proficient in  troubleshooting and debugging complex technical issues
• Analytical skills to optimize workflows and improve team efficiency through automation / familiarity with automation tools and scripting languages for process improvements
• Strong communication skills to elicit requirements and provide clear updates to stakeholders
• Ability to translate complex technical processes into user-friendly documentation to support various stakeholders

We offer:

• Comprehensive onboarding and trainings
• A very friendly working environment
• Hybrid work
• Daily work with English and/or other foreign languages
• Beautiful office in Warsaw city center (al. Jana Chrystiana Szucha) with fully stocked office cafeteria
• Very abundant benefit package: private medical care & dental care, multisport card, yoga classes, life insurance, employee referral program, technology & ergonomics allowance, video game room, leisure zone.
• Integration activities, lunches, dinners and Offsite trips

WHAT MAKES US A GREAT PLACE TO WORK: 

We are proud to be consistently recognized as one of the world's best places to work, a champion of diversity, and a model of social responsibility. We are currently ranked the #1 consulting firm on Glassdoor’s Best Places to Work list, and we have maintained a spot in the top four on Glassdoor's list for the last 15 years. We believe that diversity, inclusion, and collaboration is key to building extraordinary teams. We hire people with exceptional talents, abilities, and potential, then create an environment where you can become the best version of yourself and thrive both professionally and personally. We are publicly recognized by external parties such as Fortune, Vault, Mogul, Working Mother, Glassdoor, and the Human Rights Campaign for being a great place to work for diversity and inclusion, women, LGBTQ, and parents.