Philippines’ Best HRIS and Payroll Enterprise Partner | SunFish HR

APPLICATION
MAINTENANCE SUPPORT

GENERAL DESCRIPTION:

An Application Maintenance Support’s main objective is to be responsible for resolution and tracking of SunFish GreatDay HRIS live accounts or production instance issues raised by the client, and management of change requests production, if any.

The role ensures that the day-to-day tasks are performed according to the acceptable standards defined in the End User License Rights Agreements (EURA).

DUTIES AND RESPONSIBILITIES:

▪ Handles system issues raised by internal and external clients and ensures resolution of these issues within the agreed End User License Rights Agreement (EURA).
▪ Monitor the issues raised by the clients in SunFish GreatDay HR CRM application and be the Tier-1 agent to investigate and arrive or recommend the resolution.
▪ Coordinates with functional groups (implementations) as the Tier-2 for further investigation, advice or direct action/ intervention on issues in order to build good rapport with our clients by providing customer satisfaction and ease in using the system.
▪Escalate the issues to Tier-3, DataOn Indonesia Team for any complex issues that can’t be fixed through the front-end configuration.
▪Consolidates issues raised by internal and external client, monitors and documents status of each to make sure that all are resolved within the given time frame to ensure closure of issues raised with either corrective or preventive resolutions; for documentation purposes for future information that may be needed.
▪ Prepare management report for all the issues raised by all the clients with certain severity levels according to EURA.
▪Participate in the Service Delivery reviews with client and internal management.
▪ Evaluate the change requests raised by the client and determine the resolution within the Client’s agreement and seek approval from the management before applying changes, particularly minor changes.

MINIMUM QUALIFICATIONS:

▪ IT Fresh Graduates are welcome to apply!
▪ If with previous working experience, minimum of 2-3 years experience in either of the following role a human resource, business process outsourcing, software implementation
▪ Bachelor’s Degree in I.T, Computer Science or Human Resources management
▪ Conversant with all the Microsoft Office Programs

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