Application Support Consultant (HRMS)

Role Summary

The Application Support Consultant provides frontline application support for BIPO HRMS clients under the centralized APAC AMS model. The role handles standard incidents, service requests, user inquiries, and basic troubleshooting across core HRMS modules including Personnel, Payroll, Leave, Attendance, and Claims. The consultant works through the AMS ticketing system, follows standard ticket handling procedures, documents resolutions, and contributes to the team's knowledge base and runbooks. This role supports a scalable AMS team where resources can handle tickets consistently across clients and countries in APAC.

Key Responsibilities

·       Handle L1/L2 application support tickets through the AMS ticketing system.

·       Investigate and resolve standard incidents and service requests across core HRMS modules.

·       Perform initial analysis, validation, and functional troubleshooting on reported issues.

·       Provide clear, timely, and professional ticket updates to clients and internal stakeholders.

·       Follow standard severity, priority, SLA, and ticket closure guidelines for every case.

·       Escalate complex issues to Senior Consultants, Team Lead, Product, or R&D following defined escalation paths.

·       Document resolutions, workarounds, and recurring issues in line with AMS knowledge management standards.

·       Contribute to knowledge base articles, FAQs, and runbooks used by the wider AMS team.

·       Support cross-country ticket handling across APAC once trained and certified.

·       Participate in product, module, and process training, including cross-skilling activities.

Requirements

·       2 -4 years of application support, AMS, or HRMS support experience.

·       Experience supporting SaaS, HRMS, payroll, or enterprise business applications preferred.

·       Familiarity with ticketing systems such as Zendesk, Jira, ServiceNow, or similar platforms.

·       Good analytical, problem-solving, and root-cause investigation skills.

·       Strong written and verbal communication; able to explain technical issues in client-friendly language.

·       Strong documentation discipline and attention to detail.

·       Willingness to learn multiple HRMS modules and support clients across multiple APAC countries.

·       Bachelor's degree in Information Technology, Computer Science, Business, Human Resources, or a related field; equivalent professional experience accepted.