Job Description

 

Title: Business Applications Support Specialist                                 

Reporting To: Ankit Naidu                         

Location: Bangalore                                   

 

RWS

 

RWS Holdings plc is a unique, world-leading provider of technology-enabled language, content, and intellectual property services. Through content transformation and multilingual data analysis, our unique combination of technology and cultural expertise helps our clients to grow by ensuring they are understood anywhere, in any language.  

 

Our purpose is unlocking global understanding. By combining cultural understanding, client understanding and technical understanding, our services and technology assist our clients to acquire and retain customers, deliver engaging user experiences, maintain compliance, and gain actionable insights into their data and content.  

 

We work with over 80% of the world’s top 100 brands, more than three-quarters of Fortune’s 20 ‘Most Admired Companies’ and almost all of the top pharmaceutical companies, investment banks, law firms and patent filers. Our client base spans Europe, Asia Pacific and North and South America. Our 65+ global locations across five continents service clients in the automotive, chemical, financial, legal, medical, pharmaceutical, technology and telecommunications sectors.  

 

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: RWS  

 

About Group Technology – IT Services

 

IT Services are part of Group Technology, its aim is to enable the organisation to achieve its strategic direction whilst driving shareholder value.  IT Services establishes common standards and IT governance across the business. It further develops and manages core applications enabling smooth operational running of the organisation across all functions. We drive/deliver current and plan future roadmaps aligning to the overall strategic direction of the business.  We support over 7500 end users across the globe, manage the information security operation and safeguard all our assets. Our core functions include Technical Architecture, Network & Voice, IT Security, Service Delivery, Solutions Delivery and Asset Management.  IT Services has a global presence across all regions with 200+ staff.

 

Job Purpose

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
 

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 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.

 

Skills & Experience

 

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

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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 with colleagues and clients, to adopt a pioneering spirit, to be positive in progressing the work we do, and always to deliver what we promise. 

 

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 One RWS.