The Role
:
Step into a pivotal role as a Live Service Application Specialist, supporting Arvato’s ERP (SAP) customers and driving excellence in HR and Payroll services for our Shared Service Centre. You’ll be the go-to expert for second and third level application management, ensuring seamless operations and outstanding customer service.
You’ll respond to escalated support queries, maintain up-to-date records, coordinate fixes, and support bespoke configuration developments. Working closely with the Application Team Lead and Configuration Specialists, you’ll champion continuous improvement and innovative solutions, helping us deliver our service level commitments.
If you thrive on resolving complex issues, enjoy collaborating across teams, and have a passion for driving operational excellence, this is your opportunity to make a real impact in a dynamic and supportive environment.
* This is a hybrid role that requires a minimum of 2 days of onsite presence at our Swansea office each week, with Wednesday being a mandatory day.
Key Responsibilities:
1. Provide support for SAP queries in HR and Payroll, responding to escalated issues from ICT and functional help desks.
2. Maintain accurate call and problem records in the service management system.
3. Coordinate fixes and workarounds with technical teams and service providers.
4. Support ERP-related application interfaces, batch processes, and middleware.
5. Communicate problem status and resolutions to end users and help desks.
6. Support bespoke configuration developments and ensure documentation is maintained.
7. Deliver effective performance to achieve customer SLAs and KPIs.
8. Identify and present continuous improvement opportunities to relevant teams.
9. Collaborate with team leads and specialists to implement new ways of working.
Skills and Experience:
10. Working knowledge and experience of HR and Payroll business processes.
11. In-depth operational knowledge of Shared Service Centres.
12. Ability to develop innovative solutions to complex issues.
13. Ability to resolve issues quickly and effectively.
14. Strong customer service orientation.
15. Excellent communication skills, able to impart ideas in both technical and non-technical language.
16. Highly self-motivated and directed, with keen attention to detail.
17. Ability to adopt new technical skills to meet ICT demands.
18. ERP configuration knowledge and experience in Finance and/or Purchase to Pay is desirable but not essential.
Minimum Criteria:
✅ Demonstrable experience supporting HR and Payroll processes within ERP (SAP) environments.
✅ Proven ability to resolve technical issues effectively whilst maintaining high standards of customer service.
✅ Strong communication skills, able to explain technical concepts to both technical and non-technical audiences.
✅ Highly self-motivated and detail-oriented, with a proactive approach to problem-solving.
Benefits Include:
19. Discretionary Annual Bonus – recognising and rewarding your individual contribution to the company’s success.
20. Generous Holiday Entitlement – 25 days annual leave plus 8 bank holidays, with the option to purchase an additional 5 days.
21. Pension Scheme – 4% employee contribution matched by the company.
22. Life Insurance – coverage of 4x your basic salary, offering peace of mind for you and your loved ones.
23. 24/7 Health and Wellbeing Support – access to a virtual GP, mental health services, fitness programmes, and more through our WeCare platform.
24. Exclusive Discounts and Offers – enjoy savings with leading brands via our MyRewards programme, including retailers such as Apple, John Lewis, and M&S.
Diversity & Inclusion Statement:
It’s our differences that make our organisation stronger, and we work to ensure that all our colleagues’ voices are heard and that their aspirations are nurtured in a culture where people can grow and be 100% themselves every day, no matter their age, sex, gender, disability, ethnicity, sexuality, neurodiversity, or religion. Not only are we a Disability Confident Committed Employer, but we also believe in continuously strengthening our female talent, standing with the LGBTQI+ community and celebrating our multicultural workforce.