Business Applications Support Specialist

Location: Santiago, Chile

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

RWS Group Technology: a shared service department that ensures we use technology to help make the wider RWS Group and Divisions more efficient, agile and secure.  Their works falls under four categories: 

• Core Capabilities – these are the shared services that underpin all the divisional support we provide, such as networking, infrastructure, technology contract management, data and security.
• Customer Facing teams – manage the operations and support needed by our customers, including cloud hosting, professional services and customer support. 
• Divisional IT teams – focus on our business unit needs. 
• Product teams – drive the development and management of our technology products, so we continue to anticipate and keep up with ever-changing customer needs.

 

About The Role:

This exciting, fast paced internal facing role requires an excellent communicator with the ability to use their own initiative. The successful candidate will join our Business Applications Support Team which is part of RWS’s Global 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.

 

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, up dated 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.

 

Requirements:

Competencies
Qualifications	Essential Bachelor’s degree in Science or Computers Desirable Foundation Certificate in ITIL Training and/or certification in SQL database
Skills	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
Experience	Essential 2.5 – 3.5 years’ experience within an Application support environment Desirable Support experience working with Business Applications’ products like ERP, HR management system etc. Knowledge and previous experience in any other technology environment.

 

Personal

Essential Ability to work effectively with various types of end-users. Ability to work under pressure efficiently. Ability to multi-task, prioritize and manage workload. Self-motivated and self-reliant with ability to work independently. Excellent attention to detail and be pro-active, hardworking and patient. Ability to excel both independently as well as part of a team. Professional –punctual, reliable, trustworthy, inspires confidence Applicant should have willingness toward self-improvement and continuous learning

 

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.   

 

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.