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 ContextHolding 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 AccountabilitiesOn a technical level this role is responsible for a wide range of operational and change related responsibilities including but not limited to the following:Providing Level 2 application support, ensuring high quality of service and using service management tools (ServiceNow) to facilitate resolution of incidents and requestsWorking with vendors to support deployments, upgrades and configuration changes within their servicesSupporting adoption of systems by providing guidance on the systems, training as required, and participating in user groups, supplier meetings and other forums.Participating in testing process for applications implementations and changesMonitoring application platform services and ensuring availability, capacity and performance expectations are metWrite clear procedures and troubleshooting guides for use by other support team members as requiredSkills you will needExcellent customer service and ability to interact successfully with people in a customer-facing roleLogical problem-solving skillsProven written and verbal communication skillsAbility to prioritise a multifaceted workloadCuriosity and a desire to resolve technical problemsSelf-motivationTechnical troubleshooting skillsKnowledge you will haveKnowledge of SaaS based and N-Tier business systems and their integration into enterprise IT environments, includingReporting techniquesApplication configuration and extensionDatabase management techniquesApplication integration techniques and API-led integrationData management techniques and practicesTest and release processesThe ability to communicate complex issues to non-specialistsFamiliarity with the ITIL service delivery framework (Foundation certification preferred)Some experience with M365/O365 platform services and Microsoft Azure would be well regardedSingle Sign On, identity and access configurationsPrior 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 haveDemonstrated ability to take the initiative and operate proactively Experience of supporting systems and transitioning from projectsDemonstrated ability to operate successfully to tight timescalesA 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 & SafetyQualifications you haveITIL foundationRelevant technical qualificationsRelevant degree or similar