Location: Edinburgh/hybrid
Position Type: Permanent - Full Time

Summary

Workpro System Analysts work in the Implementation Team, and play a critical role in ensuring the efficiency, functionality, and performance of Workpro systems for our customers.  System Analysts are responsible for analysing, designing, implementing, and maintaining Workpro and associated applications to meet business needs and objectives.  They also provide an effective support service to customers, maintaining high levels of customer satisfaction, and will deliver customer training to facilitate effective adoption and utilisation of Workpro.

CAS invest in continuous improvement of product and processes.  System analysts collaborate with the team to ensure best practice is followed and contribute to better ways of working and enhanced Workpro solutions.

Role Description

Day-to-day you’ll be involved with a wide range of activities which might include:

• Configure Workpro and associated applications to optimise system performance and functionality. Customise settings and parameters to meet specific business requirements.  Ensure system designs align with organisational standards, scalability, and security requirements.
• Identify bottlenecks in system performance and implement optimisations to enhance system efficiency and reliability. Collaborate with stakeholders to gather, analyse, and document business requirements. Translate business needs into technical specifications and system requirements.
• Collaborate with stakeholders to gather, analyse, and document business requirements. Translate business needs into technical specifications and system requirements.
• Coordinate with colleagues to implement and integrate software solutions. Provide guidance and support during the development, testing, and deployment phases.
• Deliver Workpro and associated applications to customers sites, including enhancements and fixes.
• Utilise SSRS (SQL Server Reporting Services) and Power BI to design, develop, and deploy interactive and visually compelling reports and dashboards. Extract, transform, and visualise data from various sources to provide actionable insights to stakeholders.
• Develop training materials and conduct user training sessions to educate customers on the features, functionalities, and best practices in Workpro. Address user enquiries, provide hands-on demonstrations, and facilitate interactive learning experiences.
• Provide ongoing support to end-users to troubleshoot issues, address concerns, and optimise system usage. Collaborate with technical support teams to resolve escalated problems and ensure timely resolution.
• Maintain accurate documentation, including system configurations, technical manuals, user guides, training materials, and report specifications. Ensure documentation is up-to-date and accessible to relevant stakeholders.
• Stay updated on emerging technologies, industry trends, and best practices related to system analysis, configuration, report development, and customer training. Recommend innovative solutions and process improvements to enhance system functionality and efficiency.
• Out of hours working will occasionally be necessary.  You are expected to participate in the out of hours rota system to provide support and out of hours deployments.  You will receive extra holiday days for this.
• You may be required to travel to visit customer sites.

Skills and experience

Essential

• Proficient with SQL.  Develop performant scripts to select, create, update, and delete data.  This includes writing scripts to process data to meet casework requirements, gathering data for reporting, and importing data from external sources.
• Report development using SSRS or Power BI.
• Excellent problem-solving skills, able to troubleshoot effectively, identify problems and propose solutions.
• Manage your assigned workload to ensure work meets requirements and is delivered on time, even when deadlines are tight or priorities change.
• Strong customer service skills, able to build good relationships, manage expectations and deliver a valued service.
• Write clear documentation for a range of audiences, including customers and colleagues, with different levels of technical skills and knowledge.
• Deliver customer training, either online or in person.

Desirable:

• Knowledge of case management systems.
• Knowledge of complaints or HR processes.
• Experience in gathering and documenting customer requirements, for Workpro or reporting.
• Experience in facilitating workshops with key stakeholders to ensure understanding of requirements and clarity of proposed solution.
• Experience with TFS.
• Provide demos and walkthroughs of Workpro to prospects and customers.

Key Personal Criteria

• You have a professional attitude and approach.
• You thrive in a busy project environment, delivering to tight deadlines and facing tough challenges with energy and enthusiasm.
• You take responsibility for your work, paying attention to detail and managing your time effectively to ensure work is delivered correctly and on time.
• You are a confident communicator with excellent written and verbal communication skills in the English language.
• You have an aptitude for building rapport with customers and colleagues, so you can work collaboratively, meet shared objectives, and contribute to discussions on improvements.
• You have a growth mindset to investigate new ways of doing things and stay up to date with the latest methods and technologies available.
• You work on your own initiative, proposing solutions for challenges you encounter.

About CAS

Computer Application Services Ltd (CAS) is an employee-owned software company based on the Heriot-Watt Research Park to the West of Edinburgh.  

We proudly own and develop Workpro: case management software for complaints and HR case tracking. 

Our culture is collaborative and welcoming.  At the same time, we take our work seriously and have ambitions for the company to grow.  We have a hybrid working policy, with most staff working from home most of the time.