- Providing level 2 and 3 support by determining the underlying cause of more complex issues and (where possible) resolving basic technical issues (e.g. configuration errors, implement changes to client's workflows/environments).
- Escalating level 3 support issues (systems bugs) to the development team and assisting in the resolution (provide detailed information, UAT)
- Development of user guides / training manuals for ELMO systems
- Ensure compliance with ELMO's information security privacy policies and procedures
- Learning the implementation of ELMO's platforms and modules on offer.
- Develop knowledge with a view to become a Subject Matter Expert on specific modules with the ability to extend this learning to other ELMO modules.
- Adopt ELMO implementation methodology in configuration of ELMO modules in line with clients agreed specifications and timelines.
- Maintaining all records associated with the implementation of modules for a customer such as scope documentation, project plan, error logs and client sign offs.
- Undergraduate Qualification (Computer Science, IT, Business Systems disciplines preferred)
- Excellent communication skills (both written and verbal) to suit a wide range of people and contexts
- Strong technical capability with a keen interest in HR technology
- Experience in HR or with HR systems is a bonus.
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Description
Job Description
The Support Consultant is expected to manage and document the configuration of HROnboard and the ELMO solution, and to assist in systems-related troubleshooting both internal and external. This will include receiving calls and email enquiries from ELMO clients. The consultant will log the enquiry in a ticketing system and answer to the clients in a timely manner. In addition, the coordinator will train users and client's solutions administrators, as well as writing quick reference guides and manuals.
The Support Consultant plays a pivotal client-facing role, contributing to the deployment and development of the ELMO Talent Management Platform..
Support (70%):
Implementation (30%):
Desired Skills and Experience
Positional Qualifications, Attributes and Skills:
