Associate Application Specialist

About RWS:

RWS Holdings plc is the world’s leading provider of technology-enabled language, content management and intellectual property services. We help our customers to connect with and bring new ideas to people globally by communicating business critical content at scale and enabling the protection and realization of their innovations.

Our vision is to help organizations interact effectively with people anywhere in the world by solving their language, content and market access challenges through our collective global intelligence, deep expertise and smart technology. Customers include 90 of the globe’s top 100 brands, the top 10 pharmaceutical companies and 18 of the top 20 patent filers worldwide.

Our client base spans Europe, Asia Pacific, and North and South America across the technology, pharmaceutical, medical, legal, chemical, automotive, government and telecommunications sectors, which we serve from offices across five continents.

Founded in 1958, RWS is headquartered in the UK and publicly listed on AIM, the London Stock Exchange regulated market (RWS.L).

For further information, please visit: www.rws.com

About Language Delivery Technology Services

The Associate Application Specialist is a valuable member of the Language Delivery Technology Services (LDTS) team. Thanks to its global presence within SDL, LDTS works closely with SDL technology users to deliver innovative technical solutions in response to a wide range of requirements

Language Delivery Technology Services - Mission Statement

The Language Delivery Technology Services Team provide outstanding service to the SDL Language Delivery organization and by extension to their customers by offering direct support, application set up and optimization and process improvements.

About the Role

This is a hands-on position that requires an excellent communicator with a solid ability to work as a team. The successful candidate will be responsible for supporting a large number of users in a fast paced environment, initially responding to support tickets and undertaking an immediate effort in order to restore a failed service or perform basic level system configuration. Through tasks and projects the candidate will develop product knowledge and skills as well as ensure customer satisfaction.

The ideal candidate will be highly motivated and will preferably have experience in a similar role.

Key responsibilities include

Support activities:

 

• Provide an initial response to support tickets raised by the users
• Pro-actively resolve common technical issues and system failures (tasks in Translation Workflow Automation systems that have fallen in ‘error’ stages which require corrective action).
• Quickly escalate support tickets to more senior members of the team or appropriate departments and follow the progress until the technical resolution is achieved

 

Implementation and Configuration activities:

 

• Under the supervision of more senior members of the team perform basic configuration task such as granting users access to the system, modify the existing Translation system workflow
• Assist more senior Application Specialists with tasks such as initial investigation of technical issues, gathering new requirements for existing implementations as well as testing
• Ability to prioritize tasks based on the overall impact of the system failures or complexity of the new requirements for the end user

 

Process and Knowledge Building activities

 

• Follow the existing processes and accounts documentation by routing tickets to appropriate Account Leads for example.

 

 

Communication and Relationships activities:

 

• Answer user questions about the system

• Provide regular updates to users about their requests through excellent verbal and written communication

What to bring

• Acute attention to details
• Ability to follow departmental and project specific processes
• Collaborative style
• The will to extend your technical knowledge
• Proven methodical problem solving skills
• Keen interest for technology
• Basic hardware and networking knowledge
• Basic Knowledge of Microsoft Windows Operating Systems
• Basic Knowledge of Microsoft Office

Nice to have

• Incident Management Portal experience (Salesforce, BMC, etc…)
• Basic knowledge of encoding and Windows file system
• SQL Knowledge
• HTML and XML  fundamentals
• Previous CAT Tool experience
• Knowledge of localisation processes
• Scripting, Macros or programming skills (C,.Net Framework)

You will be a great fit if

• You like a challenging but rewarding fast-paced environment
• You love working with some of the top global brands
• You love finding solutions to complex problems
• You are willing to develop your technical skills

Education and experience

University Degree

 

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.

RWS embraces diversity 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.

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.

Recruitment Agencies: RWS Group 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.