Principal Payroll Application Specialist

We are on a mission to improve the world of work, technology and people, building products and services to help solve our customers’ people-related challenges now and in the future.
We design software to make processes easier, create apps to foster engagement, support organisations to get better insights from their data and much more for over 1200 organisations across the UK and Ireland.
Our'¯4-core'¯values Sustainability, Trust,'¯ Collaboration '¯and Innovation have been the'¯drive to MHR’s success. This starts internally within our business by putting our colleagues and customers at the'¯forefront'¯of everything we do.
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*Be part of our mission, join MHR and help shape the world of work.**Key responsibilities**:*
- Support members of the Service Desk in assessing & processing customer requests as non-chargeable or chargeable work where required.
- Support members of the Service Desk to ensure that issues raised are progressed in a timely manner in accordance with contractual obligations and agreed timescales
- Security Incidents - Enforce compliance to correct internal procedures around incidents of this type
- Product Showcases - Attend these meetings to understand new features and updates, Assimilate and convey this information to the team via appropriate channels. Identify/Facilitate any departmental training requirements.
- Provide Mentoring/Coaching to Analysts to improve their knowledge and skills.
- Champion Continuous Improvement & provide ideas & efficiencies to develop the team and to help the business evolve.
- Continually self-develop technically and professionally & promote high levels of service quality.
- Promote a positive image of MHR at all times.
- Comply with company and departmental policies, procedures, and guidelines.
- Communicate effectively throughout the lifecycle of owned issues using the most appropriate means, telephone updates being the preferred method.
- Take ownership of high impact cases
- Case Deflection - Creation, Approval & Management of Knowledge Articles
- Problem Identification & Mitigation
- Pro-active & Reactive Escalation Management through case trend & data analysis. Communicate any high impact issues to key internal/external stakeholders.
- Identification and management and collaboration of complex issues that require involvement of product design and engineering areas.
- Undertake Complex SQL data analysis including the creation of bespoke and diagnostic/corrective scripts.
- Ownership and management of test environments inclusive of maintenance and upgrades where applicable.
- Service Portal demonstrations to customers and clients where required by the business.
- Champion outstanding customer experience within the team.
- Become a Subject Matter Expert on our products and services & Provide expert help and guidance.

*Key Skills**:*
- Able to Mentor
- Accountability
- Attention to detail
- Analytical Thinking
- Customer Focus
- Communication
- Problem Solving
- Product Knowledge
- Organisation Skills
- Time Management
- Browserstack Tool
- SQL
- JSON

**What you’ll get in return**:
With a great working environment and amazing colleagues, we’ll support you professionally and personally through our learning and wellbeing programmes. In addition, we offer:

- Competitive salaries
- Option to buy additional holiday days
- Voluntary benefits scheme, ranging from private medical insurance to dental schemes
- Access to over 60 internal training courses, plus the ability to study for professional qualifications
- Coaching and mentoring programmes
- Discounted gym memberships
- Access to a GP 24/7, via SmartHealth
- Discounts and cash back on leisure, travel, technology, fashion and food
- Employee recognition programme
- Social events, including running clubs, 5-a-side football teams and more
- Subsidised restaurants across all sites, with a choice of fresh meals from our chefs each day