Technology Operations AssociateAllegis Group

Company Description
Allegis Global Solutions is founded on a culture that is passionate about transforming the way the world acquires talent by delivering client-focused solutions that make a difference for businesses worldwide. From refining how you manage your contingent workforce to strengthening your employer brand to recruit top talent, our integrated talent solutions drive the business results you need.
As an industry leader, we draw upon decades of experience to design innovative tools, products and processes. We develop competitive practices that position organizations for growth and we deliver the insight needed to succeed in today's global marketplace.
Job Description
The Technology Operations Associate is responsible for the day-to-day Vendor management System (VMS) Technology health as it relates to the AGS Program Office teams and AGS Clients. This position includes developing a strong partnership with all internal AGS teams and our VMS partners to be able to provide tactical support for Operations which includes troubleshooting issues, testing of changes, and working as an advisor for issue prioritization and low-risk system changes. This role will be the second level business support for all VMS related issues and provide superior customer service and timely follow up and resolution for all incidents and service requests. This position will serve as the initial point of contact for all VMS related issues questions. The Technology Operations Associate be able to provide feedback on processes and hold our VMS partners accountable to their SLA's.
Key Responsibilities:
Assist the AGS Program Office and our clients by providing guidance and resolution on technology incidents and service requests by working with the AGS Technology Analyst and our Technology Partners.
Assess, diagnose and respond to basic questions concerning functionality and configuration settings in the technologies utilized by the Program Office.
Document, submit and/or monitor incident and service request case tickets to the Technology Partners via Salesforce.com.
Research and conduct basic troubleshooting on technology incidents and service requests to resolve issues prior to further escalation.
Provide input and feedback on technology SLA's and other defined metrics for continuous improvements.
Track technology issues and resolutions to SLA, and provide status updates to relevant parties through e-mail and phone calls.
Update and maintain all AGS Technology Operations support documentation.
Perform testing and Quality Assurance (QA) activities on technology incidents and service requests as needed.
Understand AGS best practices for integrations to effectively triage issues with the correct parties.
Assist the AGS Business Analytics team, Supply Chain Management team, and Program Office in data upload projects where a risk to data integrity and functionality with the technology exist.
Key Skills:
Ability to multi-task in a fast-paced environment, meet deadlines and prioritize high volumes of tasks.
Excellent written and verbal communication skills, and proven customer service skills.
Fluent PC, internet and web application computer skills.
Projects strong confident image to AGS clients and Technology Partners.
Strong problem solving capabilities.
Able to approach issue methodically
Self-starter who is comfortable working with remote teams with little supervision and/or guidance.
Ability to work with a diverse team of resources from AGS, our Technology Partners, our clients, and able to mediate resolution on issues between multiple parties.
Ability to adapt quickly and possess flexibility with working in a constantly evolving field.
Qualifications
Completed Bachelor's Degree preferred (equivalent experience would be considered).
A minimum of one year of experience of working in a high call volume environment
Proficient to advance knowledge of working with case management tools.
Strong customer service experience with technical knowledge/aptitude.
Previous experience in working in a support role.
Proficient to advanced in Microsoft Office products.
Ability to travel domestically as needed.
Desired:
Proficient to advanced in the use of Vendor Management Software such as Fieldglass, Beeline, IQN, or similar.
Knowledge of software administration and
Knowledge of staffing, MSP or RPO
Additional Information
As a workplace, we focus on relationships - with each other, our clients and our candidates - in fact serving others is one of our core values. We support open communication and recognize that giving constructive criticism can be even harder than receiving it. We appreciate the fearless and the passionate, who force us to be better. Everything we do sits on a pillar of diversity - diverse perspectives, backgrounds and ideas drive innovation and make us successful.
See what it's like to work at AGS by searching #LifeAtAGS on any social network.
SmartRecruiters

Metro Manila
Permanent
Full-time