2 x Application Support Specialists – REMOTERMM Consulting Group • New York, New York, United States
2 x Application Support Specialists – REMOTE
RMM Consulting Group
- New York, New York, United States
- New York, New York, United States
Über
Location:
REMOTE Home office EC territory only.
Minimum IT relevant professional experience (years): 1
Minimum project experience relevant to the profile or at similar position (years): 1
Degree: bachelor’s degree (ICT relevant degree is NOT mandatory)
Knowledge and skills
Proficient in using MS Office package.
Knowledge of IT terminology and concepts, including troubleshooting and problem-solving.
Experience in the use of ticketing systems, dealing with case, incident and/or problem management.
At least one year of professional experience in a Call Centre, Service Centre, Support team or Help Desk.
Holds ability to document effectively.
Presents problem solving skills.
Specific requirements
At least two years of professional experience in web content management in educational online software used for training management and administration of learners and results or similar systems used for: administration of resources, users management or content development.
At least two years of professional experience in using learning management systems or similar as site administrator and/or content creator.
Ability to document solutions and draft manuals, guidelines and procedures.
Typical tasks and responsibilities Consultant specific responsibilities in the context of this Specific Contract Procedures and manuals
Supports establishing and respecting business rules and procedures.
Drafts guidelines and procedural steps for system usage by the end-users.
Provides corrective and perfective actions to maintain the standard operations and business processes.
Documents changes and updates of the processes.
Draft manuals and standard operating procedures of the Academy’s online system.
Creates and periodically updates the digital content in systems upon request.
Provides general support, assistance and training to the end-users related to using the application.
Creates machine-readable files with the structure for implementation of the annual action plan, including the activities for each project and course and import in the system. Creates/updates machine-readable files for each activity that contains the site structure for all the actions and import approved and planned budget.
Updates machine-readable files for the action plan with events details organised by the Academy.
Provides support on invitation and registration of participants to the events, imports agency users from AD and allocates them to each activity/action.
Monitors the implementation of the training activities, budget planning, participants registration, attendance and reimbursement by creating and importing machine-readable files to update the system.
Monitors the users registration and accounts approval.
Provides support to Academy’s stakeholders on approval and rejecting of registrations, administration and management of accounts.
Monitors and provides support in adding new curricula into the digital library according to the standard operating procedures, creates machine-readable files to transfer the content from pdf to the CURRICULA Library database.
Performs standardisations and duplications of the course iterations in the Learning Management System according to the standard operating procedures.
Registers the requests for training and follows the implementation, collects the requests for courses delivery and implements them to the Training Registration Application, manual or via machinereadable files.
Provides user support for completion of learner portfolio.
Updates and processes learner personalised results by creating and importing machine-readable files with learner results.
Complex Analysis Platform for Training and Administration
Provides general support, assistance and training to the end-users related to using the visualisations of the key performance indicators (KPI), analysis and reports of the Academy data.
MOODLE as learning management system contains
Provides users support in implementation of the courses, access and enrolment of participants for delivery of operational training programmes, specialised and leadership training.
Provides support in setting up and organising assessment proctoring, debug and solving issues related to software usage.
Imports the learners’ requirements into learners’ profile for entry requirements and target group evaluation.
Monitors the learners’ participation in courses to be further collected and analysed in learner’s record system, identify the drop indicators based on data provided by the online systems, adjust the software features to ensure learners’ progress.
Extracts the grades via machine-readable files from learning management system according to the requirements and imports them onto Learner’s Records System.
Development of the Content Learning Management System, adaptation of the system according to requirements and adjustment of the feature based on requests.
Provides general support and assistance to the end-users.
Allocates the tasks received in the support mailbox, gathers information about the issue or request, including symptoms, error messages, and any required documentation:
Determines the severity and priority of the issue and escalates to a higher-level technician if necessary.
Verifies that the request is valid, and all necessary information is provided.
Assesses each valid request, properly disseminates it to the appropriate staff and informs them accordingly.
Provides basic troubleshooting and resolution steps to the customer, if possible.
Creates a new ticket in the service desk software and assigns it to the appropriate technician.
Verifies that the incident is resolved and closes the issue.
Notifies the customer that the request has been fulfilled.
Specific acceptance criteria for tasks performed
Checks and classifies the requests in the support mailbox twice a day (08:00‑10:00 and 16:00‑18:00 CET, Mon‑Fri).
Ensures that all requests are responded to within the respective time limit.
Correctly classifies and prioritizes at least 90% of incoming issues.
Resolve at least 80% of technical issues independently.
Escalates complex issues to higher-level technicians.
Support services are effectively and efficiently delivered.
Achieves a customer satisfaction rating of at least 85% through surveys or feedback.
Service delivery: Home Office – EC territory only
#J-18808-Ljbffr
Sprachkenntnisse
- English
Hinweis für Nutzer
Dieses Stellenangebot stammt von einer Partnerplattform von TieTalent. Klick auf „Jetzt Bewerben”, um deine Bewerbung direkt auf deren Website einzureichen.