Supporting and configuring Bond Adapt ServiceNow Administration.

Recruitment Applications Technician specialising in Adapt but also supporting other software packages such as Bullhorn, Jobscience, Daxtra, Salesforce, Broadbean integration and more.

This is a technically challenging role requiring an understanding of the core aspects of Adapt, I am at the forefront of all new developments within the product, liaising with the appropriate departments to research new features. This role is pivotal in defining new processes linked to multiple departments to increase the knowledge and understanding of the department by performing research and becoming involved in testing where Adapt integrates with new technologies. In addition to undertaking work related to major projects such as installations, migrations, upgrades and providing a further level of advanced support to Escalation Services, the role also encompasses scheduling these tasks within Third Line Support. I liaise with Project Management and Account Management to assign technical leads for major projects. Supervisory responsibilities: To schedule projects and tasks within Third Line Support, overseeing the rota and performing their appraisalsMain Responsibilities• Perform new installations, upgrades, migrations or any other support related tasks as necessary• Attend site visits as required• Act as the next point of escalation to the Escalation Desk.• Liaise with Technical Services on major projects• Define new processes to increase awareness and exposure of the department to new developments associated within Adapt. • Define agreed processes with other departments where escalation of issues are required.• Create supporting documentation for the department on new technologies• Organise and run training courses on new technologies for the department• Providing guidance to the rest of the department• Devise, implement and monitor weekend support model• To provide support and advice to team members when they are on-site and when requested by their line manager• Ensuring team members follow set department processes and best practises and adhere to defined standards.

Main Responsibilities (In addition to providing client support as part of the Escalation Team).• To provide support and guidance to ensure department targets are met, quality service is maintained and staff development is provided.• To conduct regular reviews with subordinates and produce updated personal development plans as necessary• The creation of personal projects where necessary• To act upon and provide feedback to team members based on Performance Indicator data• To produce monthly and annual reports detailing both department's activity and performance against targets and Performance Indicators. • To identify and investigate new and emerging technologies that can be used within the department or product• To devise training schedule that encompasses the Service Desk and Escalation Desk• Liaising with other departments to ensure full inter-departmental co-operation for the resolution of client issues• Using Performance Indicators to proactively build up the minimum requirements needed from the helpdesk.• Authorising sickness and holidays for the Service Desk and Escalation Desk• Book rotas as well as schedule engineers around holiday and sickness • Perform client handovers from Project Management• Attend workshops as required• Monitoring trends and performance of the team.

First line support engineer supporting all versions of Adapt.