Providing support on the company’s own bespoke Reward, Recognition & Engagement and Loyalty applications to clients Investigate and resolve client queries through the admin functions, direct interrogation of the SQL databases or reviewing the Azure log files Liaise with the Development teams to implement functional solutions and improvements Build and maintain customer facing and scheduled reports using PowerBI and PowerAutomate Setup of new clients during onboarding phase Document, review and improve procedures and the team’s SQL code bank

Delivering 3rd line support for Coop Energy for the Customer Care & Billing and Metering applicationsDevelopment and implementation of bespoke solutions, adhering to company Change Management processesManagement of system and catalogue updatesManagement of incidents, requests and changes, working to agreed processes and to Service Level Agreements. Escalating to, and liaising with suppliers if required.Day to day supervision of small team of Tier 2 Support Analysts, providing guidance and point of escalationDocumentation of new processesFire Marshall. Responsible for staff fire safety training, weekly equipment and alarm testing, building evacuation procedures

Deliver specialist 3rd line support for non-SAP business applicationsProvide application support during system upgrades/updates including testing Creating bespoke solutions within LANDesk to meet customer needs, from business analysis through design on to implementationImplementation of the EvoSafe system for Health & Safety management and EvoClaim insurance management softwareProvide secondary support for Kinetic Solutions student management softwareManaging UAT, writing test scripts, organising test teamsLiaising with suppliers to escalate problems and during upgradesDocumentation of new and existing processesResolving IS Service Desk queries from staff and customersIdentification and implementation of system and process improvements

Maintenance and support of the HR PSe databases including user securityCreating automated reports through PL/SQLCreating bespoke system and process solutions for HR related activitiesProject resource for the implementation of a new HR system (ResourceLink Aurora)Designed, implemented and administered a change process for ResourceLink following ITIL methodologiesSupported the implementation of multiple interfaces using MS BizTalk

Maintenance and support of the HR PSe systemProviding business information reports including the HR Indicator (Key Performance Indicator) reports

Resolving queries from staff relating to policies and T&CsReviewed and developed reporting and modelling mechanisms for use by the HR teamsResearching and maintaining pay structures including salary benchmarking and job evaluationsProvided data for external benchmarking and benefits surveys

Providing administration and support on the company’s staff benefits packageSupporting the pay review processes

Providing Management Information to both internal and external customers at all levelsUpdating and maintenance of Access reporting databasesResponsible for producing over 60 regular monthly reports, including monthly KPI reports and ad hoc requests for data

Providing administrative support for over 600 staffProcessing of recruitment, starters, leavers and contract amendmentsMain verifier of up to 300 amendments (promotions, transfers etc) processed onto the HR/Payroll system a month

Providing administration and support for the company’s remuneration and benefits package including pension schemes, Sharesave and Flexible BenefitsPoint of contact for staff at all levels on both procedures and policies