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Application Support Specialist

Renfrew (Glasgow), GB, PA4 8WF

SD Worx is a leading European provider of Payroll & HR services with global reach. We have offices in Europe and an office in Mauritius. Our goal? We bring people solutions to life. So companies of any size can turn Human Resources into a source of value for the business and the people in it. Our people solutions span the entire employee journey, from getting people paid to attracting, rewarding, and developing talent.

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Your Role:
This role acts as a second line of product support within the Support Desk.  Any incidents that the Support Desk Specialists (1st line support) are unable to resolve will be passed to the Application Support team.  The Application Support Specialists role is primarily to restore service to the customer in the shortest time possible based on the priority/severity of the incident.  

As a CUSTOMER COACH - you will have the skills and ability to demonstrate that you can:
•    Build expertise with focus on the customer - have the curiosity and eagerness to be close to trends and innovation and to develop and make this expertise available for customer solutions. 
•    From Service transaction to Customer journey, can assess the client’s situation, fundamental wishes and needs, also in unstructured context, and to add more value than the customer expected throughout the full customer journey and over omni channels. 
•    Have the ability to collaborate effectively without boundaries (across teams, countries, languages, tools) colleagues, customers and network with his/her expertise, confidence and style. 

Your Responsibilities:
1.    Resolving issues via a fix or workaround within the agreed Service level agreement (SLA) or Operational level agreements (OLA).
2.    Providing clear and regular updates of the status of issues to the Support Desk.
3.    Managing cross product issues within the team to leverage the cross functional knowledge and respond more quickly to the customer.
4.    Quickly hand issues off to product development where a fix or workaround cannot be established.
5.    Assist in managing resolution of issues handed to product development.
6.    Cleary record all activity on an issue within the CRM system.
7.     Record all issues that are not fully resolved as Problems in the CRM system with the correct customer impact and priority.
8.    Ensure any permanent fixes to product are fed back to the product team for incorporation into the product.
9.    Ensure breached incidents are managed and resolved in a timely manner.

Your Profile:
1.    Track record of working successfully in an application support role.
2.    Knowledge and understanding of ITIL processes (ITIL foundation certificate / ITIL Managers Certificate desirable).

3.    Demonstrable knowledge and understanding of support systems and processes.
4.    Strong analytical ability with excellent problem-solving skills.
5.    Previous experience in the use of SD Worx systems, e.g. RightNow 
6.    Experience of developing and maintaining "best in class" operational and support procedures &/or reviewing/sign-off.

7.    Experience of delivering services to Service and or Operational Level Agreements
8.    Excellent communication and relationship management skills to liaise at all levels within the business
9.    Broad technical understanding of a wide range of platforms - Microsoft Technologies (SQL), Mid-Range Systems, Web (NET) and Mainframe 

10.    Team player with ability to work on your own initiative in a fast-paced environment.
11.    High level of self-motivation
12.    Resourceful - utilise all tools, expertise and knowledge bases to investigate and resolve problems




SD Worx offers you, besides a competitive salary and benefits package, the autonomy and flexibility to take ownership of your work.  With the possibilities of flexible working hours, homework, working from other offices,… you can organize your own work.

For us, learning and innovating are like breathing, inspiring us to always go beyond.  We offer multiple trainings, projects… where you will learn from experts or in practice. From the start you will be engaged in your team, where we share knowledge, talents and celebrate our differences.

From many places, we work as one, moving from better to best together.

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