This role has a starting salary of £45,680 per annum, for working 36 hours per week. We are excited to be recruiting for a skilled and highly motivated Unit 4 ERP Service Improvement Agent to join our dynamic MySurrey Service Delivery team. As a vital member of the team, you will play a crucial role in ensuring the smooth operation and optimal performance of the Unit 4 application whilst maintaining a high level of service delivery. The team is based in Woodhatch, Reigate but we promote a hybrid approach to working, meeting collaboratively when required. Rewards and Benefits 26 days' holiday (prorated for part time staff), rising to 28 days after 2 years' service and 30 days after 5 years' service Option to buy up to 10 days of additional annual leave An extensive Employee Assistance Programme (EAP) to support health and wellbeing Up to 5 days of carer's leave per year Paternity, adoption and dependants leave A generous local government salary related pension Lifestyle discounts including gym, travel, shopping and many more 2 paid volunteering days plus 1 team volunteering day per year Learning and development hub where you can access a wealth of resources About the Role Surrey County Council have implemented Unit 4 as a modern, intuitive, and flexible Software-as-a-Service Enterprise Resource Planning System. A significant programme of work has been completed to deliver the full implementation, including the configuration of the system, data migration and implementing required integrations with other Council systems. Unit 4 is supported by in-house IT & Digital teams that operate ITIL 4 service management processes and are structured into: Service Delivery (service requests, incidents, problem management, SLA/KPI reporting and supplier relationship management) Service Improvement (change requests, release management & business relationship management) The teams will be delivering improvements and efficiencies through optimisation of our system by automation of workflows, reduction of manual intervention, enhanced data analytics and standardised processes Reporting to the Service Improvement Team Lead you will join the wider IT&D Service and work as part of a dynamic team with the autonomy to succeed in a lively, friendly environment. As the Unit 4 IT Service Improvement Agent, your duties will include: Providing technical support and assistance to customers and stakeholders, ensuring issues are resolved promptly and effectively Act as the initial contact for customer enquiries, troubleshoot problems, offer progress updates, and ensure timely resolutions Work with cross-functional teams to tackle complex technical issues and escalate unresolved matters as needed Keep accurate records of customer interactions, technical issues, and resolutions in Cherwell, our service management ticketing system, SharePoint, and other documentation systems Engage with stakeholders for Service Improvement opportunities Perform software testing and quality assurance to detect defects and confirm that Unit 4 functionality aligns with customer requirements ?Assist in project delivery for service improvement initiatives, system upgrades, and other continuous improvement efforts and review upgrade fixes/enhancements for implementation Develop and execute technical test scripts, automating where necessary Shortlisting Criteria To be considered for shortlisting for this position, your application will clearly evidence the following: Experience with Unit 4 ERP/Agresso in technical and functional Support, encompassing system administration and change configuration and problem management. Proficient knowledge and experience in one or many of the HR/Payroll/Finance/Procurement modules and processes Understanding of process definition, event set up and alerts Proficient in SQL, including script reading, writing, and analysis Strong troubleshooting and diagnostic abilities The job advert closes at 23:59 on 23/02/2025 with interviews to follow. Our Commitment Surrey County Council is proud to be a Disability Confident Employer. A guaranteed interview will be offered to all disabled applicants where: The candidate has evidenced the minimum criteria for the role through their application The candidate has chosen to share that they have a disability on the application form Our application form and onboarding process will provide an opportunity to request any reasonable adjustments for the interview and/or the role. We want to be an inclusive and diverse employer reflecting the community we serve and particularly welcome applications from all underrepresented groups.