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Support Consultant

29/04/2024
01/06/2024
Permanent - Full Time
Sydney OR Melbourne
Call Centre and Customer Service,IT,Other
 

Who we are…

Founded in 2002, ELMO Software is the trusted provider of HR technology solutions to 2,000+ mid-sized organisations and more than one million end users across Australia and New Zealand.With a comprehensive suite of ISO-certified solutions that span the full employee lifecycle, ELMO Software is designed to scale as organisations grow. Flexible and configurable, ELMO’s one-stop HRIS fits to your specific needs and workflows.Through powerful technology, automation, data and analytics, ELMO Software empowers HR professionals to play an integral role in company decision making.

Life & Culture...

At ELMO you will be joining an epic team with the opportunity to make a big impact. We foster an authentic, collaborative, fun working environment and being an ELMOnian means you're part of an amazing team that will push you to grow, support you with challenges and allow you to shine. Some of our benefits include:

  • Hybrid work set up
  • Paid Parental leave - 12 weeks primary, 6 weeks secondary
  • Birthday leave, YOU day each year, as well as connecting people leave (up to 6 weeks working from anywhere)
  • Inhouse Learning and Development initiatives
  • ELMO Social and Diversity clubs
  • Wellbeing initiatives such as boot camp, yoga etc.
  • Mental Health/EAP programs
  • Flare Benefits (great discounts, novated leasing, salary sacrifice)

Our values:

  • Obsess over customers - Everything we do is designed to positively impact our customers
  • Help others thrive - Be they colleagues, communities or customers, we champion ways to help others thrive
  • Seek out different - We constantly look to innovate, challenge the status quo and defy barriers
  • Be fearlessly optimistic - We bring unwavering positivity to any challenge as we know it will drive meaningful change

Please note: Our internal Talent Acquisition team has got this covered, we’re not open to using an agency for this role.

Job Description

The Support Consultant is expected to manage and document the configuration of HROnboard and the ELMO solution, and to assist in systems-related troubleshooting both internal and external. This will include receiving calls and email enquiries from ELMO clients. The consultant will log the enquiry in a ticketing system and answer to the clients in a timely manner. In addition, the coordinator will train users and client’s solutions administrators, as well as writing quick reference guides and manuals.

The Support Consultant plays a pivotal client-facing role, contributing to the deployment and development of the ELMO Talent Management Platform..

Support (70%):

  • Providing level 2 and 3 support by determining the underlying cause of more complex issues and (where possible) resolving basic technical issues (e.g. configuration errors, implement changes to client’s workflows/environments).
  • Escalating level 3 support issues (systems bugs) to the development team and assisting in the resolution (provide detailed information, UAT)
  • Development of user guides / training manuals for ELMO systems
  • Ensure compliance with ELMO’s information security privacy policies and procedures

Implementation (30%):

  • Learning the implementation of ELMO’s platforms and modules on offer.
  • Develop knowledge with a view to become a Subject Matter Expert on specific modules with the ability to extend this learning to other ELMO modules.
  • Adopt ELMO implementation methodology in configuration of ELMO modules in line with clients agreed specifications and timelines.
  • Maintaining all records associated with the implementation of modules for a customer such as scope documentation, project plan, error logs and client sign offs.

Desired Skills and Experience

Positional Qualifications, Attributes and Skills:

  • Undergraduate Qualification (Computer Science, IT, Business Systems disciplines preferred)
  • Excellent communication skills (both written and verbal) to suit a wide range of people and contexts
  • Strong technical capability with a keen interest in HR technology
  • Experience in HR or with HR systems is a bonus.
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