Senior Application Consultant – HRMS Support

About the role

The Application Support Consultant provides frontline support for BIPO HRMS clients across the APAC region. Working within a centralized AMS model, you will handle incidents, service requests and user inquiries for core HR modules such as Personnel, Payroll, Leave, Attendance and Claims.

Key responsibilities

• Handle L1/L2 application support tickets via the AMS ticketing system.
• Investigate and resolve standard incidents and service requests across core HRMS modules.
• Perform initial analysis, validation and functional troubleshooting on reported issues.
• Provide clear, timely updates to clients and internal stakeholders.
• Follow severity, priority, SLA and ticket‑closure guidelines.
• Escalate complex issues to Senior Consultants, Team Lead, Product or R&D as defined.
• Document resolutions, work‑arounds and recurring issues in the knowledge base.
• Contribute to FAQs, runbooks and other knowledge‑management artifacts.
• Support cross‑country ticket handling once trained and certified.

Required profile

• Minimum 2 years of application support, AMS or HRMS support experience.
• Experience with SaaS, HRMS or payroll enterprise applications preferred.
• Familiarity with ticketing platforms such as Zendesk, Jira or ServiceNow.
• Strong analytical, problem‑solving and root‑cause investigation abilities.
• Excellent written and verbal communication, able to explain technical issues in client‑friendly language.
• Detail‑oriented documentation discipline.
• Willingness to learn multiple HRMS modules and support clients across APAC.
• Bachelor’s degree in IT, Computer Science, Business, HR or related field, or equivalent experience.

Required skills

• Zendesk
• Jira
• ServiceNow