Job Description

Overall Purpose of the Job

The purpose of this role is to provide specific Applications support (2nd and 3rd level), for a particular application, both technical and human. Technical support relates to the maintenance of the app, software and other organization technological systems. Human support relates to helping the end-user understand how to use the application or system and help solve any issues.


They also troubleshoot concerns and respond to inquiries from application users. They are expected to be subject matter experts on matters related to the application and to ensure optimal up time and user experience are met on the ADvTECH platform.Additionally, the purpose of this job highlights the main responsibilities and qualifications for an Application Support in HR role, including system support, troubleshooting, user assistance, maintenance, and collaboration with other teams. The role requires both technical expertise in HR & Payroll platforms and strong communication skills for supporting end-users and managing HR-related issues.

System Support & Troubleshooting/ System Monitoring & Performance Optimization

Provide day-to-day application support for HR platforms (Fresh Service / SAP) ensuring system functionality and resolving user issues. Troubleshoot and resolve application-related incidents and service requests related to systems in a timely manner. Act as the first point of contact for users experiencing issues with applications, managing escalations when necessary. Monitor system performance, ensuring systems are operating efficiently and securely. Proactively identify, investigate, and resolve performance bottlenecks and system errors to minimize downtime. Conduct routine health checks, system audits, and performance assessments to ensure systems are fully operational.

Incident & Problem Management/ HR System Maintenance & Updates

Manage incident resolution and track issues through to closure, ensuring effective communication with stakeholders. Work closely with technical teams to identify root causes of recurring issues and recommend long-term solutions. Maintain a detailed log of incidents and support cases, ensuring accurate documentation and reporting for continuous improvement. Support system upgrades, patches, and version control, ensuring all updates are tested and implemented with minimal impact on users. Work closely with technical teams to identify root causes of recurring issues and recommend long-term solutions.

User Support & Training

Provide end-user support, answering queries, guiding users through system functions, and resolving related issues. Assist in creating and maintaining support documentation, FAQs, and user guides for applications. Conduct training sessions for users to ensure they understand system capabilities and are equipped to use application tools efficiently.

Collaboration with Development & Technical Teams/ Documentation & Reporting

Assist in testing new features, patches, and updates before deployment to ensure compatibility with existing configurations Collaborate with cross-functional teams (HR, Payroll, IT, etc.) to provide HR & Payroll support and ensure alignment with business requirements. Maintain detailed records of system issues, resolutions, configurations, and changes for audit purposes. Prepare periodic reports on system health, incident trends, and user feedback to improve system performance. Create and update standard operating procedures (SOPs) and best practices for system support.

Continuous Improvement

Identify opportunities for process improvement within support workflows and systems. Collaborate with business and technical teams to recommend and implement improvements for application functionality and support processes. Stay updated on HR & Payroll product updates and new features to ensure the organization is leveraging the latest capabilities.

Education

Certificate / Diploma in IT

MCSE

Degree / Diploma in IT

CRM Certification