specialist | reso urcing technologyAlexander Mann Solutions

We are AMS. AMS is a global total workforce solutions firm founded in 1996. We enable organisations to thrive in an age of constant change by building, reshaping, and optimising workforces. We do this through talent acquisition and contingent workforce management, internal mobility and skills development, and talent and technology advisory services. Our solutions are delivered by our 4500+ experts who live our passionate, bold, and authentic values. The ultimate aim is to help clients around the world, including 100+ blue-chip companies, create workforces that are fluid, resilient, diverse, and differentiated. We call this true workforce dexterity-and we're here to help you achieve it.
Specialist - Resourcing Technology
The main purpose of the Specialist is to work with the rest of the Resourcing Technology team to provide efficient and flexible technology support to internal clients and across all internal technology platforms. The Specialist will take ownership and responsibility for the successful completion al all tickets and queries allocated to them within the agreed SLA's
Key Accountabilities:
Operational Excellence
Take ownership and responsibility for managing medium complexity support tickets and queries (allocated to them by the Co-ordinators) through to completion including (but not limited to) ...
1st line support
Escalation to 3rd line support within the team
Escalation to external vendor support
Communication with End User
Delivery against agreed SLA's
Provide 2nd line support to low complexity support tickets and queries escalated to you within the team
Ensure all tickets and queries that come into the team are accurately and securely processed within the ticketing system to agreed SLA's
Manage any business-critical technology incidents via the agreed internal escalation process and pathway including communication to relevant internal stakeholder groups
Record and manage all information/data and actions/tasks. This information may be requested by the client and/or the business outside normal schedules and, as such, must be maintained accurately and kept up to date at all the times
Develop and maintain technology documentation for best practise, knowledge sharing and training purposes
Effectively use the ticketing system (ServiceNow) to track and record any issues received
Provide support in other areas of the team and work on ad hoc projects as required
Client Focus
Build and maintain strong working relationships within the team, with Internal Technology and 3rd party vendors to ensure delivery against SLA's and a consistently high quality of service.
Maintain communication throughout the process of solving tickets and queries; manage expectations and keeping users informed about progress throughout the process.
Work to consistently deliver against team and client SLA's
Team
Support the rest of the team on an ongoing basis and working as part of the team to achieve targets and goals
Updating team of any changes to system technology ensuring best practice across the team
Providing support, guidance and training for existing and new team members
Specialist / Technical Expertise
On-going training and development to maintain/enhance technical capabilities and system knowledge
Continually keep abreast of new procedures and implementing them when necessary
Essential
Experience on a service desk or in a similar customer facing role
Strong understanding of common applications, especially Office 365
Good written and spoken English Language skills plus another Language as appropriate to the client-specific requirements.
The ability to communicate at all levels internally and externally
The ability to build and maintain relationships with key internal stakeholders and external partners
A strong attention to detail
Proactive problem-solving skills
Ability to work effectively under pressure
Strong IT skills and computer literacy
Desirable
Experience of recruitment technology products, i.e. Avature, Taleo, Fieldglass, Beeline, Saba Lumesse etc
Entry Level / Junior, Apprentice IT and Software Staffing / Recruiting 2 openings Bachelor's degree graduate
Alexander Mann Solutions was established in 1996 by our CEO Rosaleen Blair, who wished to revolutionise and professionalise the way companies hire talented people. As the global market leader, serving some of the world's leading brands across a wide range of industries, in more than 90 countries and 39 languages, this same belief still drives us today. With over 3,500 people around the world, we're uniquely positioned to help our clients develop and deliver a people strategy that makes them an employer of choice. We provide solutions across the entire talent lifecycle-from strategic workforce planning and employer branding, to assessment and selection, to on-boarding and employee engagement. We help address talent at all levels-from school leavers, to experienced hires, to board members and C-suite appointments.
Kalibrr

Makati City, Metro Manila
Permanent
Full-time