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Tokyo Application Support Engineer

Permanent IT

About the role
The Tier-2 Application Support Engineer will support the Ascender Workcloud payroll/HRIS system in Japan.  As an escalation point from the support desk, they will work to resolve issues raised by external clients and internal Operation and Implementation teams.  They will coordinate with Product Management and Development/QA to build, document, and release fixes.

Position Responsibilities

  • Provide support for internal and external clients
    • Be the escalation point for the support desk team on client queries and bug reports
    • Conduct immediate- and root-cause analyses
    • Determine and document solutions for implementation by development
    • Identify potential workarounds until development can be completed
  • Work with product management, development, and QA to deliver solutions
    • Appropriately prioritise solutions
    • Clearly document required changes as part of the overall change management process
    • Monitor development progress and follow up as required
    • Support QA in testing of solutions prior to production release
  • Ensures operations delivery according to the contract
    • Knows the contract (SoS, SLA, Governance)
    • Knows local agreements and arrangements
    • Knows SAS 70 / SOC1 and compliance agreements.
    • Works with global operations to ensure compliance of the contract with standards

Required Attributes

  • Excellent problem solving ability
  • Excellent communication and documentation skills
  • Well organized, able to prioritise effectively
  • Technically skilled, familiar with web development
  • Interpersonal skills, able to work in multicultural, distributed team
  • Bilingual (able to perform job responsibilities) in English and Japanese

Qualifications and Experience Required

  • Tertiary Qualifications in a technical discipline
  • More than 3 years experience in providing client-facing technical/application support

Job Specific Knowledge and Skills

  • Experience in development and/or support of web applications required
    • Ruby, Rails, JavaScript experience preferred but NOT required
  • Experience in Payroll and HR preferred but NOT required
Applications closeOctober 31, 2021
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