Application Support Specialist

Company Description

Arηs is a fully independent group of companies specialized in managing complex IT projects and systems for large organisations, focusing on state-of-the-art software development, business intelligence and infrastructure services.

We are composed of 16 entities across 8 countries that are unified by the Arηs Group, with more than 2500 consultants. This corporate structure enables us to respond quickly to market changes and customer requests, and to communicate and make decisions without layers of bureaucracy.

Arhs Bulgaria is one of the newest entities , already expanding and with very promising future! We are located in our brand new office in the city center of Sofia! 

Job Description

Procedures and manuals:

• Supports establishing and respecting business rules and procedures.
• Drafts guidelines and procedural steps for system usage by the end-users.
• Provides corrective and perfective actions to maintain the standard operations and business processes.
• Documents changes and updates of the processes.
• Draft manuals and standard operating procedures of the Academy’s online system.
• Creates and periodically updates the digital content in systems upon request.

Training Management System:

• Provides general support, assistance and training to the end-users related to using the application
• Creates machine-readable files with the structure for implementation of the annual action plan, including the activities for each project and course and import in the system. Create/update machine-readable files for each activity that contains the site structure for all the actions and import approved and planned budget;
• Updates machine-readable files for the action plan with events details organised by EBCG Academy
• Provides support on invitation and registration of participants to the events, imports AOFRONTEX and FRONTEXEXT users from AD and allocate them to each activity/action.
• Monitors the implementation of the training activities, budget planning, participants registration, attendance and reimbursement by creating and importing machine-readable files to update the system

 User Management System:

• Monitors the users registration and accounts approval
• Provides support to EBCG Academy’s stakeholders on approval and rejecting of registrations, administration and management of accounts.

Learner’s Records System:

• Monitors and provides support in adding new curricula into the digital library according to the standard operating procedures, creates machine-readable files to transfer the content from pdf to the CURRICULA Library database.
• Performs standardisations and duplications of the course iterations in the Learning Management System according to the standard operating procedures
• Registers the requests for training and follows the implementation, collects the requests for courses delivery and implement them to the Training Registration Application, manual or via machine-readable files.
• Provides user support for completion of learner portfolio
• Updates and processes learner personalised results by creating and importing machine-readable files with learner results.

Complex Analysis Platform for Training and Administration:

• Provides general support, assistance and training to the end-users related to using the visualisations of the key performance indicators (KPI), analysis and reports of the EBCG Academy data.

MOODLE as learning management system contains:

• provides users support in implementation of the courses, access and enrolment of participants for delivery of operational training programmes, specialised and leadership training.
• provides support in setting up and organising assessment proctoring, debug and solving issues related to software usage.
• imports the learners’ requirements into learners’ profile for entry requirements and target group evaluation.
• monitors the learners’ participation in courses to be further collected and analysed in learner’s record system, identify the drop indicators based on data provided by the online systems, adjust the software features to ensure learners’ progress.
• extract the grades via machine-readable files from learning management system according to the requirements and import them onto Learner’s Records System.
• development of the Content Learning Management System, adaptation of the system according to requirements and adjustment of the feature based on requests.

Service Desk:

• provides general support and assistance to the end-users.
• allocates the tasks received in the support mailbox:

1. requests received from 16:00 CET previous working day to 08:00 CET current day will be allocated latest at 10:00 CET current day
2. requests received from 08:00 CET current day to 16:00 CET current day will be allocated latest at 18:00 CET current day

• gathers information about the issue or request, including symptoms, error messages, and any relevant context.
• determines the severity and priority of the issue and escalate to a higher-level technician if necessary.
• Verify that the request is valid, and that all necessary information is provided.
• Assess each valid request, properly disseminate it to the appropriate staff and inform them accordingly.
• Provide basic troubleshooting and resolution steps to the customer, if possible.
• Create a new ticket in the service desk software and assign it to the appropriate technician or queue.
• Verify that the incident is resolved and close the issue.
• Notify the customer that the request has been fulfilled.

Specific acceptance criteria for tasks performed:

• Checks and classifies the requests in the support mailbox twice a day (08:00-10:00 and 16:00-18:00 CET, Mon-Fri).
• Ensures that all requests are responded to within the respective time limit.
• Correctly classifies and prioritizes at least 90% of incoming issues.
• Resolve at least 80% of technical issues independently.
• Escalates complex issues to higher-level technicians.
• Support services are effectively and efficiently delivered.
• Achieves a customer satisfaction rating of at least 85% through surveys or feedback.
   

Qualifications

• Bachelor's degree, ideally in Computer Science or related field 
• Working knowledge of English: B2 or higher level. 
• Minimum of 2 years of IT-relevant professional experience
• At least two years of professional experience in web content management in educational online software used for training management and administration of learners and results or similar systems used for: administration of resources, users management or content development.
• At least two years of professional experience in using learning management systems or similar as site administrator and/or content creator.
• Ability to document solutions and draft manuals, guidelines and procedures.Proficient in using MS Office package.
• Knowledge of IT terminology and concepts, including troubleshooting and problem-solving.
• Experience in the use of ticketing systems, dealing with case, incident and/or problem management.
• At least one year of professional experience in a Call Centre, Service Centre, Support team or Help Desk.
• Holds ability to document effectively
• Presents problem solving skills
   

Additional Information