Job Description
As an End User Support employee, you are part of Knowledge Centred Services (KCS), one of RSM’s value streams. KCS provides second line support for users of the risk systems globally. The support ranges from building and maintaining the knowledge base – the corner stone of our self-service concept – to addressing complex user queries, providing training, on boarding new users, and informing users on new developments and changes in risk systems.
You work with colleagues from inside and outside the team to provide pro-active, end-to-end support for the users of Vortex, Approval Package, I-Care, Problem Loans and SaySo. You deal with incoming questions and requests that cover all aspects of the risk life cycle, from regulations and policy to the risk IT systems. You are the bridge between the business and IT supporting and enhancing the risk business processes.
Knowledge Centred Services is not just our name but above all the way of working we strive to. As part of our workflow, we aim to reuse, improve, and – if it does not exist – create knowledge and make it available to the entire user community. This results in more operational efficiency and self-service and improve our products and services.
Tasks
Analyse incoming questions and request from users and provide answers and solutions.
Work with the other (software development) teams on in-depth analysis where needed.
Provide hands-on support and training to our user community.
Create end user knowledge assets in the form of FAQs, manuals, instructions, etc.
Look for trends and patterns in incidents and suggest improvements and changes.
Act as a gatekeeper for authorisation management.