Responsibilities

• Recording all resolution information in the Support Desk logging system and ensuring that the Customer Support Executive understands the resolution.
• Creating technical knowledge base documents identifying common problems (hotspots) and escalating proposed solutions to management.
• Estimating effort required alongside diagnosing and resolving of incidents.
• Participation in the Patch/Release process for the application as required.
• Recommending to management improvements to process and technical environment resulting in closer adherence to SLA's and improved ability of application support teams to deal with issues without escalation.
• Additional out of hours support required on a weekly shift basis as required.
• Liaising with clients 3rd party vendors, partners or 3rd part software vendors associated with the application.
• Working closely day to day with all levels of the Support team, Technical Services and Release Management, and where required co-working alongside business analysts, project managers, and Customer Success managers in the management, maintenance and delivery of quality services and incident resolutions.
• Experience of working with configuration management systems such as Perforce.
• Good understanding of CRM systems.
• Engaging and driving quality and SLA compliancy ethos within the support teams.
• Adherence to company/team best practice in change, incident & release management.

Requirements and the individual

• Strong experience using ASP, ASP.NET, HTML, XML / XSLT and JavaScript.
• Experience of SQL preferably on an Microsoft SQL Server platform.
• Sound understanding of all the types of .NET solutions - console applications, web applications, web services etc.
• Our services need to be available all the time so the role holder must be concious of customer expectatuions and the need to respond promptly to service affecting incidents
• The role may require client/3rd party facing meetings from time to time to assist technical fault analysis.
• Excellent written and verbal communication skills are required, with business, Technical IT management, affiliates and vendor.
• Able to prioritise and manage efficiently multiple incident tickets or project work both individually and in a team.
• Accurately logging incident analysis and resolution in a timely and coherent manner.

Additional Information

Lumesse is the only global company making talent management solutions work locally. We help 2,000 customers in over 70 countries around the world to implement successful talent management initiatives that identify, nurture and develop the right people, in the right place, at the right time.  Our multi-cultural background and presence means we understand how to deliver talent solutions that work the way our customers work, as individuals and as teams, because no two people, organisations or cultures are the same. We regard differences as strengths, not as obstacles.

Our integrated talent management solutions include recruiting, on boarding, HR core, learning management, performance management, compensation management, skills & competency management, 360 degree feedback, career & succession planning and HR analytics.

Lumesse is an ambitious, innovative and successful organisation but we are also a people-friendly business that is proud to be different - in our culture, our values and our approach to employees and customers. Our philosophy is simple:
Happy employees create happy customers.

We can't promise every day will be fun and stress-free - but you'll be working in a supportive, collaborative culture where we apply the principle of 'collective responsibility.' In other words, we work together to solve problems and make our customers happy.