Technical Support Analyst

about randstad enterprise

As the leading global talent solutions provider, Randstad Enterprise enables companies to create sustainable business value and agility by keeping people at the heart of their organizations. Part of Randstad N.V., we combine unmatched talent data and market insights with smart technologies and deep people expertise. Our integrated talent solutions delivered by Randstad Advisory, Randstad Sourceright and Randstad RiseSmart help companies build skilled and agile workforces that move their businesses forward.

Randstad Enterprise supports some of the world's most renowned brands to build their talent acquisition and management models that not only meet their business needs today but also in the future. We offer solutions in Europe, Middle East and Africa (EMEA) region, Asia Pacific (APAC) region as well as in North America (NAM) region. This results in a digital way of working and requires a proactive mind-set.

Our solutions know no limits, we have proven experience delivering market-leading MSP, RPO, Total Talent, and Services Procurement Solutions including technology, talent marketing, talent intelligence, and workforce consulting services.

We create the best talent experience, from attraction to onboarding and onto ongoing career development, we understand the human and digital touchpoints that compel talent to join and stay with a company.

We know where the talent of tomorrow is, how they behave, what they are looking for, and how to build their loyalty toward a specific company employer brand.

We push the boundaries of our industry to be able to see around the corner for our clients, continually investing in innovation to stay ahead in our market.

purpose of the job

technology analyst

the technology analyst provides 1st and 2nd line technology support for a portfolio of customer MSP & RPO programs, focusing on supporting internal stakeholders and clients in the EMEA region. Apart from managing issues & incidents, the technology analyst takes part in implementing changes to VMS/ATS systems and is involved in technology implementation, expansion and enhancement projects. Training and testing related to the previously mentioned activities are also part of the role.

in summary, the purpose of the role is to provide technology expertise as part of the service level chapter within the squad based structure of the technology enterprise department. In particular providing dedicated support to the assigned squad.

key performance indicators

• first- and second-level support for a portfolio of clients. Escalate issues to the third level (RSR Technology Project Manager or VMS provider) if required, and drive resolution
• work independently to resolve issues within SLA. Issues can range from users unable to access the system to system errors & misbehavior affecting an entire program
• maintain contact with technology partners (such as SAP Fieldglass, Beeline, IQNavigator) regarding issues & change requests
• provide training to operational teams about the supported applications
• take part in testing during new implementations
• update and improve toolkit and knowledge base

key stakeholders

• technology vendors (SAP Fieldglass, Beeline, VNDLY, GR8P etc).
• account teams (RSR).
• internal project teams.
• external project stakeholders.
• Randstad back / middle offices.
• tech enterprise squads.
• professional services teams.
• technology enterprise SLT.

your responsibilities

recommendations

• advises managers how to apply a wide variety of existing procedures and precedents.
• advises internal customers.
• signalling and advising management about the expertise and developments within the expertise.
• handling specialist questions within the expertise and giving advice.
• providing professional knowledge and knowledge of processes/ resources/instruments of the expertise (knowledge sharing).

needs assessment

• investigates questions related to existing programs, processes and procedures.
• translates the demands of customers (internal and external) into products and services.

project management:

• by implementation of products and services in the business.
• making proposals for and making improvements in the workforce processes and the expertise of the organisation.
• first point of contact for the organisation regarding expertise.

data collection & analysis:

• should modify and review reports as needed/requested by stakeholders to validate applicability.
• prepare and create scheduled and ad hoc reports.
• create presentations containing data to agreed specifications.
• consolidate and integrate client data for the production of specific reports.
• maintain and review data-set as required, working to ensure data quality, highlighting and addressing discrepancies, giving advice and providing solutions.
• pro-active in recommending improvements in the usage of tools and the existing data management processes.

job requirements

education

• university/Post Graduate or equivalent professional & intellectual ability.

experience

• 4+ years experience in an MSP or RPO business.
• 3+ years experience with fieldglass or Beeline.
• experienced practitioner able to work unsupervised.
• experience within the RPO/MSP industry and/or within specific expertise.
• experience with reporting and vendor management/application tracking systems, CRM databases and analytic tools.
• excellent Microsoft Office/google for business applications skills.
• experience of working in a matrix organisation.
• experience of working in fast growing projects and a changing environment.
• analytical, quick learner, drive to continuously improve
• ability to perform under pressure
• problem-solver mentality
• willingness to work in a team and also to take responsibility for tasks and projects independently

job requirements

education

• university/Post Graduate or equivalent professional & intellectual ability.

experience

• 2 years experience in an MSP or RPO business.
• 1 years experience with key technology providers.
• experienced practitioner able to work unsupervised.
• experience within the RPO/MSP industry and/or within specific expertise.
• experience with reporting and vendor management/application tracking systems, CRM databases and analytic tools.
• excellent Microsoft Office/google for business applications skills.
• experience of working in a matrix organisation.
• experience of working in fast growing projects and a changing environment.
• analytical, quick learner, drive to continuously improve
• ability to perform under pressure
• problem-solver mentality
• willingness to work in a team and also to take responsibility for tasks and projects independently

additional skills needed

• proficient excel / sheets.
• proficient Smartsheets.
• good command of the business language (English).
• good written communication.