Business Application Support Specialist

About Group Technology

Group Technology plays a pivotal role in aligning the organization with its strategic objectives and enhancing shareholder value. Group Technology is responsible for establishing unified standards and governance practices throughout the company. Additionally, we oversee the development and maintenance of core applications essential for the seamless operation of various functions across the organization. We are committed to driving and executing future roadmaps that are in line with the overall strategic direction of RWS. 

With a global reach, Group Technology provides support services to over 7500 end users worldwide. We take pride in managing the information security operation and safeguarding all our assets. Our core functions encompass Enterprise & Technical Architecture, Network & Voice, Infrastructure, Service Delivery, Service Operations, Data & Analytics, Security & Quality Compliance, Transformation, Application Development, Enterprise Platforms, With a dedicated team of over 500 staff, Group Technology ensures a strong presence across all regions, enabling efficient and effective support to our global operations.

Key Responsibilities

• Responsible and accountable for the tracking of incidents and requests from initial identification through to resolution, ensuring that appropriate categories for logging and escalating incidents and requests are used.
• Interact with users to resolve applications related issues and provide Application Support in a timely manner in line with company SLA’s.
• Provide end-user application support for internal RWS employees, ensuring that the end-to–end customer experience is positive, consistent, and high quality.
• Manage Service Centre tickets to ensure all cases are dealt with on time; end user support may be provided face to face, via phone, email, or Teams.
• Responsible for the management of all issues assigned to them through the Service Centre incident management system. Ensuring that the status and history of issues are monitored, updated and closed on completion.
• Responsible for ensuring that all policies and procedures are followed and propose changes to support processes to improve the quality of service.
• Responsible for planning and organizing daily workload. This includes prioritizing service calls and adjusting work plans to support high priority calls to meet operational requirements. The types of support provided will include the use of remote-control software, email advice and at desk support to RWS’s pan Global user base.
• Responsible for performing pre-emptive tasks as well as scheduled maintenance tasks to ensure the data integrity within the systems.
• Provide data reports to the relevant stakeholders in timely manner.
• Liaison with Product Owners and Product Development teams to ensure that the bugs and defects identified in the production systems are reported on time to them and all product change and release deployments are closely monitored and reported on.
• Collaborate with other IT teams like the IT Service Delivery team, Infrastructure team etc. when the resolution of the reported application issues is dependent on the change or fix which is to be implemented on IT side.
• Assist the Global IT Project Management teams on projects concerning these applications like providing subject-matter data, perform application testing etc.
• Collaborate with the other departmental resources like Finance personnel, Programs Managers etc. to ensure that the actions taken on the data within the systems align with RWS’s policies and processes.
• Update and Maintain the Support Knowledgebase documents, and instruction guides when required and where appropriate.
• As part of continued development, the role will require ad-hoc project work to be carried out.

Skills & Experience 

• Practical experience of supporting applications to ensure their operability and efficiency.
• Hands-on experience working on support tickets.
• Good verbal and written communication skills (English).
• Working knowledge of Databases and how to write or analyze SQL database queries.
• Strong analytical skills.
• Good numerical skills.
• Practical experience in using/creating/updating/maintaining knowledgebase and support documentations.
• Good understanding and knowledge of Microsoft Office (especially Microsoft Excel)

• Responsible and accountable for the tracking of incidents and requests from initial identification through to resolution, ensuring that appropriate categories for logging and escalating incidents and requests are used.
• Interact with users to resolve applications related issues and provide Application Support in a timely manner in line with company SLA’s.
• Provide end-user application support for internal RWS employees, ensuring that the end-to–end customer experience is positive, consistent, and high quality.
• Manage Service Centre tickets to ensure all cases are dealt with on time; end user support may be provided face to face, via phone, email, or Teams.
• Responsible for the management of all issues assigned to them through the Service Centre incident management system. Ensuring that the status and history of issues are monitored, updated and closed on completion.
• Responsible for ensuring that all policies and procedures are followed and propose changes to support processes to improve the quality of service.
• Responsible for planning and organising daily workload. This includes prioritising service calls and adjusting work plans to support high priority calls to meet operational requirements. The types of support provided will include the use of remote-control software, email advice and at desk support to RWS’s pan Global user base.
• Responsible for performing pre-emptive tasks as well as scheduled maintenance tasks to ensure the data integrity within the systems.
• Provide data reports to the relevant stakeholders in timely manner.
• Liaison with Product Owners and Product Development teams to ensure that the bugs and defects identified in the production systems are reported on time to them and all product change and release deployments are closely monitored and reported on.
• Collaborate with other IT teams like the IT Service Delivery team, Infrastructure team etc. when the resolution of the reported application issues is dependent on the change or fix which is to be implemented on IT side.
• Assist the Global IT Project Management teams on projects concerning these applications like providing subject-matter data, perform application testing etc.
• Collaborate with the other departmental resources like Finance personnel, Programs Managers etc. to ensure that the actions taken on the data within the systems align with RWS’s policies and processes.
• Update and Maintain the Support Knowledgebase documents, and instruction guides when required and where appropriate.
• As part of continued development, the role will require ad-hoc project work to be carried out.

Essential

·       Practical experience of supporting applications to ensure their operability and efficiency.

·       Hands-on experience working on support tickets.

·       Good verbal and written communication skills (English).

·       Working knowledge of Databases and how to write or analyze SQL database queries.

·       Strong analytical skills.

·       Good numerical skills.

·       Practical experience in using/creating/updating/maintaining knowledgebase and support documentations.

·       Good understanding and knowledge of Microsoft Office (especially Microsoft Excel)

·       Willingness to work in shift-based schedule.

Desirable

·       Logical and methodical approach to working.

·       Ability to negotiate with and influence staff at all levels.

·       Working knowledge of Linux OS and commands

·       Knowledge of Windows Operating Systems

·       Knowledge of ISO 27001

·       Knowledge of ITIL

Our purpose is to unlock global understanding. This means our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong. We want every employee to grow as an individual and excel in their career. 

In return, we expect all our people to live by the values that unite us: to partner, putting clients fist and winning together, to pioneer, innovating fearlessly and leading with vision and courage, to progress, aiming high and growing through actions and to deliver, owning the outcome and building trust with our colleagues and clients.

RWS embraces DEI and promotes equal opportunity, we are an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. RWS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability, or sexual orientation. RWS will not tolerate discrimination based on any of these characteristics. 

RWS Values 

Get the 3Ps right – Partner, Pioneer, Progress – and we´ll Deliver together as RWS.

Recruitment Agencies: RWS Holdings PLC does not accept agency resumes.  Please do not forward any unsolicited resumes to any RWS employees.  Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.