Business Application Support Specialist

Job Purpose -

About Group Technology

Group Technology plays a pivotal role in aligning the organization with its strategic objectives and enhancing shareholder value. Group Technology is responsible for establishing unified standards and governance practices throughout the company. Additionally, we oversee the development and maintenance of core applications essential for the seamless operation of various functions across the organization. We are committed to driving and executing future roadmaps that are in line with the overall strategic direction of RWS. 

With a global reach, Group Technology provides support services to over 7500 end users worldwide. We take pride in managing the information security operation and safeguarding all our assets. Our core functions encompass Enterprise & Technical Architecture, Network & Voice, Infrastructure, Service Delivery, Service Operations, Data & Analytics, Security & Quality Compliance, Transformation, Application Development, Enterprise Platforms, With a dedicated team of over 500 staff, Group Technology ensures a strong presence across all regions, enabling efficient and effective support to our global operations.

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 SLAs.
• Provide end-user application support for internal RWS employees, ensuring that the end-toend 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 organizing daily workload. This includes prioritizing 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 RWSs 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 RWSs 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 and Experience

• 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)

Life at RWS

RWS is a content solutions company, powered by technology and human expertise. We grow the value of ideas, data and content by making sure organizations are understood. Everywhere.

Our proprietary technology, 45+ AI patents and human experts help organizations bring ideas to market faster, build deeper relationships across borders and cultures, and enter new markets with confidence growing their business and connecting them to a world of opportunities.

Its why over 80 of the worlds top 100 brands trust RWS to drive innovation, inform decisions and shape brand experiences.

With 60+ global locations, across five continents, our teams work with businesses across almost all industries. Innovating since 1958, RWS is headquartered in the UK and publicly listed on AIM, the London Stock Exchange regulated market (RWS.L).

RWS Values

We Partner, We Pioneer, We Progress and well Deliver together.

RWS

RWS embraces DEI

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