Role Overview: 

This exciting, fast paced internal facing role requires an excellent communicator with the ability to use their own initiative. The successful candidate will lead our Business Applications Support Teams which are part of RWS’s Group IT Team. 
The ideal candidate will be highly motivated with an excellent customer focused, methodical approach and commitment to service delivery with good knowledge on all business systems.

Key Responsibilities:  

* Provide end-user application support for internal RWS employees, ensuring that the end-to–end customer experience is positive, consistent, and high quality.
* Responsible for ensuring that all policies and procedures are followed and propose changes to support processes to improve the quality of service.
* 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.
* 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. 
* Responsible for planning and organizing daily workload. This includes prioritizing service calls, escalations, and adjusting work plans to support high priority calls to meet operational requirements. 
* Responsible for performing pre-emptive tasks as well as scheduled maintenance tasks to ensure the data integrity within the systems.
* Create and maintain the Application Support team´s knowledge base (tips and tricks solutions, FAQ, etc.)
* 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.
* Testing new implemented feature requests and logging bugs with the responsible development teams.
* 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.

Experience Essential:

* Support experience working with Business Applications’ products like ERP, HR management system etc.
* Knowledge and previous experience in any other technology environment.

* Experience within an application support environment
* 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).
* Strong analytical skills.
* Good numerical skills.
* Practical experience in using/creating/updating/maintaining knowledgebase and support documentations.

Desirable:
* Logical and methodical approach to working
* Knowledge of Windows Operating Systems 
* Knowledge of ISO 27001
* Knowledge of ITIL /  Foundation Certificate in ITIL

Life at RWS :

We work hard together to deliver for our customers; our expertise, professionalism, and determination to never let others down drives us to be passionate and serious about what we do, deliver customer value, yet always adding a human touch  
As a company focused on connecting people through language, diversity and inclusion are fundamental to our company culture. RWS is an Equal Opportunities Employer, and we are committed in ensuring that all employees work in an environment free from all forms of harassment and discrimination and one that actively promotes teamwork, diversity, and trust. All employees have a right to be treated with respect and dignity. RWS operate in a manner for the inclusion of all - any form of discrimination is expressly prohibited. Employees are selected and promoted on merit alone and no other factors whether race, gender, age, religion, marital status, gender identity or disability are taken into consideration. 

We are proud to work in a company where all can succeed and grow their career and while RWS operates in accordance with all local employment laws, if local law enables any form of discrimination this is against RWS company policy, and we will adhere to the highest standard.