System Support Consultant

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2 days ago

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Valamis

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Education • SaaS • Enterprise

Valamis is a learning platform company that helps organizations understand how their employees learn best. It provides a versatile solution for corporate learning, with use cases in employee onboarding, compliance training, skills management, and more. Valamis aims to drive growth and innovation across industries, with a focus on sectors such as manufacturing, healthcare, public sector, business consulting, and technology software. The platform is designed to be cost-efficient and easy to use, enabling businesses to manage learning and development under one system. Valamis has received awards for its technology and is trusted by various teams to build active learning communities and improve engagement.

51 - 200 employees

📚 Education

☁️ SaaS

🏢 Enterprise

📋 Description

• Conduct in-depth client-specific user acceptance testing during the minor point release and version upgrades • Document and track testing outcomes and resolutions • Contributes to the continuous improvement of User Acceptance Testing processes and user documentation, ensuring testing consistency and user experience • Perform migration testing as clients transition to the Totara Hosting platform • Liaise with Technical Services and our clients to ensure issues are identified and addressed prior to upgrades • Support the creation and distribution of release notes to both internal teams and external clients to ensure all stakeholders are informed • Assist in the planning and coordination of the monthly release schedule, working with senior members of the team to ensure continuity of service • Communicate effectively with clients by email or Teams regarding the release cycle, including scheduling and updates on planned activities • Provide second-line support for customised instances of Totara and related products • Manage and resolve client support queries raised through our ticketing system • Troubleshoot issues, identify root causes and provide clear, user-friendly solutions • Escalate queries to senior colleagues where appropriate, ensuring accurate handover and tracking • Contribute and maintain the Support Services knowledge base and client-facing support resources • Support on smaller client project work as required • Collaborate with colleagues across Support Services, Technical Services and Professional Services teams to deliver a consistent and joined-up client experience • Recognise opportunities to recommend additional services or solutions that could benefit clients

🎯 Requirements

• Understanding of ITIL principles • Awareness of learning management systems (Totara or similar strongly preferred) • Experience with ticketing/helpdesk systems, such as Freshdesk, Jira Service Management or Zendesk • Familiarity with user acceptance testing, system upgrades and software version management • Awareness of LMS standards such as SCORM, xAPI and AICC • Experience in a support/helpdesk role, ideally in a SaaS or cloud-hosted environment • Knowledge of Totara or other LMS platforms desirable • ITIL Foundation qualification (or willingness to achieve this) preferred

🏖️ Benefits

• Enhanced Parental Leave • Private Healthcare • Life Insurance 4x Salary • Professional Development Opportunities • Annual Wellbeing Allowance • New Joiner home working set-up allowance • Additional Paid Leave: Birthday off, Working days between Christmas and New Years Eve