Overview
Would you like to help enrich the lives of learners around the world
At RM, we've been pioneers of education technology since 1973. We provide technology and resources to the education sector, supporting over 10 million students worldwide. We work with over28,000 schools, nurseries, and education trusts in 115 countries to deliver customer-centric solutions that improve education outcomes.
What we do helps learners at all stages of their lives, from preschool to higher education and professional qualification; we partner with schools, examination boards, central governments and other professional institutions to enrich the lives of learners.
RM Group operates through three businesses: Technology (Managed Services, Software and Infrastructure for Schools), Assessment (Software and Services) and TTS (Educational Resources).
Within theassessment marketwe are experts inproviding solutions foronline exam testing and marking and the management and analysis of educational data. We work with government ministries, exam boards and professional awarding bodies for high stakes assessment such as GCSEs, ALevels,and professional qualifications. Each year, our software is used globally toconducthundreds of thousands of on-screen tests and to mark millions ofpaper-basedscripts. For over a decadewe havebeen partnering with the world's leading awarding bodies to deliver intuitive,secure,and reliable e-marking solutions.
Visit our website to find out more: www.rm.com/assessment
This role provides support for our managed service customer in Singapore. You will be supporting software and associated services which enable examiners to mark high volume, high stakes exams, and awarding bodies to administer the marking process and retain high quality of marking. This role sits within a wider Technical Operations team of 70 engineers across India, Australia and the UK who maintain and support software across the RM Assessment customer base.
The role is proactive and reactive, completing maintenance tasks to keep the operation of the software in good health, setting up and configuring software and data prior to examination sessions, and reactive support for issues and requests raised by the customer or monitoring tools.
We encourage early applications as the vacancy may close once the position has been filled or final interviews have been arranged.
Responsibilities
3rd line support
- Provide 3rd line support for awarding bodies and supervisors
- Provide 3rd line support in marking centres
- Resolve incident tickets within contractual SLAs
- Working with the RM Assessment Helpdesk to provide documentation to marking centres for markers to resolve their own technical issues.
- Answering any queries from centre supervisors regarding use of the RM Assessment products
- Logging any issues that cannot be resolved in a ticketing system and escalating to the relevant RM resolver group.
- Floor-walking in peak periods managing your time between a number of marking centres in Singapore to provide support to those centres who may need it most.
- Coverage:
- RM Assessor Marking software, image storage and database
- Scan Management tools
- Assessor Data Manager
Working with RM Helpdesk, the wider Technical Ops teams and RM Development teams. This will also require liaison with a third party who will host the solution from Singapore and a third party who will provide the scanning solution and service.
Technical configuration and exam session preparation
- Working with both the customer and internal teams to ensure that the data and application are set up to deliver the exam session.
- Ensuring that the correct monitoring is in place
- Ensuring the customer exam data is correct and set up
Out of hours on call
On call requirement for service-level issues, with initial triage by RM's global 24/7 team.
When you are not available to take calls or outside of standard working hours, phone support will divert to members of the support teams in the UK or Indian office, so a close relationship with these teams and the ability to work in-line with RM's high quality processes is essential.
Experience
Experience of Azure Cloud, MS SQL, Application Support and Infrastructure Maintenance
What's in it for you
At RM we have My Work Blend @RM which provides office-based colleagues with multi location and hybrid working options. As well as your office base, you can spend a proportion of your time working at other locations that suit your role and your life, including home, other offices, customer sites, distribution centres or on the move. We encourage you to discuss arrangements for this role with your potential line manager during the recruitment process.
RMis committed to safeguarding and promoting the welfare of children and expects all permanent and temporary staff to share this commitment. This role is exempt from the Rehabilitation of Offenders Act 1974 and all successful candidates will be subject to Disclosure and Barring Service (DBS) checks along with other relevant employment checks.
As well as a competitive salary and our core benefits package which includes private medical healthcare, life assurance and a Group Personal Pension Plan with higher contribution levels available, some roles are also eligible for a performance-related bonus. There are lots of voluntary benefits too. You could buy additional annual leave, join our dental plan, sign up for a health assessment, or take part in our cycle to work scheme. You could even earn yourself an extra bonus for successfully recommending a friend or family member for a position within RM.
To better reflect the society that we serve, we're committed to building a diverse workforce and creating an inclusive and welcoming environment for all. To achieve this, we create teams of talented people from different backgrounds and experiences and strive to be a business where our people can bring their whole selves to work, we also want to make the recruitment process as inclusive as possible for everyone. Should you require additional support with your application or through the interview process, please contact us at [Confidential Information].
Unfortunately, we are unable to offer visa sponsorship for this role.
