Description
This role has a starting salary of £45,680 per annum, for working 36 hours per week.
We are excited to be recruiting a skilled and highly motivated Unit4 Support and Service Improvement Agent. You will join our dynamic MySurrey Service Improvement team and leverage your knowledge in HR or Payroll processes with Unit4 or Agresso, to ensure the seamless operation and peak performance of our Unit4 application. As an essential team member, you'll be instrumental in maintaining our high standards of service delivery.
The team is based in Woodhatch, Reigate but we promote a hybrid approach to working, meeting collaboratively when required.
Rewards and Benefits
1. 26 days' holiday (prorated for part time staff), rising to 28 days after 2 years' service and 30 days after 5 years' service
2. Option to buy up to 10 days of additional annual leave
3. An extensive Employee Assistance Programme (EAP) to support health and wellbeing
4. Up to 5 days of carer's leave per year
5. Paternity, adoption and dependants leave
6. A generous local government salary related pension
7. Lifestyle discounts including gym, travel, shopping and many more
8. 2 paid volunteering days plus 1 team volunteering day per year
9. Learning and development hub where you can access a wealth of resources
About the Team
Surrey County Council have implemented Unit4 as a modern, intuitive, and flexible Software-as-a-Service Enterprise Resource Planning System. A significant programme of work has been completed to deliver the full implementation, including the configuration of the system, data migration and implementing required integrations with other Council systems.
Unit 4 is supported by in-house IT & Digital teams that operate ITIL 4 service management processes and are structured into:
10. Service Delivery (service requests, incidents, problem management, SLA/KPI reporting and supplier relationship management)
11. Service Improvement (change requests, release management & business relationship management)
The teams will be delivering improvements and efficiencies through optimisation of our system by automation of workflows, reduction of manual intervention, enhanced data analytics and standardised processes.
About the Role
Reporting to the Service Improvement Team Lead, you will join the wider IT&D Service and work as part of a dynamic team with the autonomy to succeed in a lively, friendly environment. As the Unit 4 Service Improvement Agent, your duties will include:
12. Providing technical support and assistance to customers and stakeholders, ensuring issues are resolved promptly and effectively
13. Act as the initial contact for customer enquiries, troubleshoot problems, offer progress updates, and ensure timely resolutions
14. Keep accurate records of customer interactions, technical issues, and resolutions in Cherwell, our service management ticketing system, SharePoint, and other documentation systems
15. Perform software testing and quality assurance to detect defects and confirm that Unit4 functionality aligns with customer requirements
16. Assist in project delivery for service improvement initiatives, system upgrades, and other continuous improvement efforts and review upgrade fixes/enhancements for implementation
17. Develop and execute technical test scripts, automating where necessary
Shortlisting Criteria
To be considered for shortlisting for this position, your application will clearly evidence the following:
18. Experience with Unit 4 ERP/Agresso in technical and functional support, encompassing system administration, change configuration and problem management
19. Knowledge and experience in one or many of the HR or Payroll modules and processes is essential
20. Understanding of process definition, event set up and alerts
21. Proficient in SQL, including script reading, writing, and analysis
22. Strong troubleshooting and diagnostic abilities
Application Questions
To apply, alongside your CV, you will be asked to answer the following questions:
23. Outline your areas of expertise Unit 4/Agresso, along with context in how you gained this experience.
24. Please confirm how many years' experience you have in the support of Unit 4/Agresso.
25. Please detail your functional knowledge/expertise in any of the U4/Agresso HR or Payroll modules or processes.
26. Outline areas of your previous service improvement experience.
Contact Us
Please contact us for any questions relating to the role. This could be to discuss flexible working requests, transferable skills or any barriers to employment.
The job advert closes at 23:59 on 27/07/2025 with interviews to follow.
We look forward to receiving your application,