The Position
You will provide comprehensive technical, administrative and user support to a range of Cloud and Commercial Off-the-Shelf business systems that underpin our Human Resources, Finance, Asset Maintenance, Health & Safety, Quality, Engineering and Customer Relationship Management processes.Your day-to-day work will involve hands on resolution of incidents and fulfilment of user requests.You will engage with solution vendors to identify and recommend improvements and upgrades to products and services and provide a level of solution design and delivery for small projects. You will engage and collaborate with teams from the business, IT infrastructure and security teams, and with colleagues in the Americas, Europe and Australia to ensure that RES business systems are stable, secure and optimally configured and adapted for maximum value and adoption. Organisational Context Holding a Group role, but with a focus on the needs of the EMEA markets, the candidate will work closely with regional IT leads and global IT teams to develop and implement projects and activities in support of RES business targets. Key Accountabilities On a technical level this role is responsible for a wide range of operational and change related responsibilities including but not limited to the following:
1. Providing Level 2 application support, ensuring high quality of service and using service management tools (ServiceNow) to facilitate resolution of incidents and requests
2. Working with vendors to support deployments, upgrades and configuration changes within their services
3. Supporting adoption of systems by providing guidance on the systems, training as required, and participating in user groups, supplier meetings and other forums.
4. Participating in testing process for applications implementations and changes
5. Monitoring application platform services and ensuring availability, capacity and performance expectations are met
6. Write clear procedures and troubleshooting guides for use by other support team members as required
Skills you will need
7. Excellent customer service and ability to interact successfully with people in a customer-facing role
8. Logical problem-solving skills
9. Proven written and verbal communication skills
10. Ability to prioritise a multifaceted workload
11. Curiosity and a desire to resolve technical problems
12. Self-motivation
13. Technical troubleshooting skills
Knowledge you will have Knowledge of SaaS based and N-Tier business systems and their integration into enterprise IT environments, including
14. Reporting techniques
15. Application configuration and extension
16. Database management techniques
17. Application integration techniques and API-led integration
18. Data management techniques and practices
19. Test and release processes
20. The ability to communicate complex issues to non-specialists
21. Familiarity with the ITIL service delivery framework (Foundation certification preferred)
22. Some experience with M365/O365 platform services and Microsoft Azure would be well regarded
23. Single Sign On, identity and access configurations
Prior knowledge of some of the following systems, or market-recognised alternatives serving a similar purpose: IFS, Cornerstone on Demand, VelocityEHS, Salesforce, Autodesk Vault, JobVite, AvePoint, Access SelectHR, Boomi. Experience you have
24. Demonstrated ability to take the initiative and operate proactively
25. Experience of supporting systems and transitioning from projects
26. Demonstrated ability to operate successfully to tight timescales
27. A board range of enterprise business systems including one or more of ERP, Enterprise Asset Management, HR/HCM, Analytics, CRM, Collaboration, Health & Safety, Computerised Maintenance Management Systems (CMMS), Health & Safety
Qualifications you have
28. ITIL foundation
29. Relevant technical qualifications
30. Relevant degree or similar