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

About Computer Application Services (Trading as Workpro)

CAS is an employee-owned software company, with all permanent staff having the opportunity to own shares. Our culture is collaborative and welcoming. At the same time, we take our work seriously and have ambitions for the company to grow.

As Scotland’s first software house, coming into existence as part of Heriot-Watt University in 1969, we have a long and stable history - operating for more than 50 years. CAS is based on the Heriot-Watt Research Park to the West of Edinburgh. We have a hybrid working policy.

CAS proudly own and develop Workpro case management software used across a wide range of industries including government organisations, human resource departments, and financial services.

Organisations use Workpro to manage cases according to prescribed workflows. For example, in human resources, a case might be a grievance from a member of staff that needs to be investigated according to business processes, with supporting documentation to evidence the appropriate steps were taken.

About the Role

Workpro System Analysts work in the Implementation Team, delivering and supporting our Workpro product. The role requires a combination of technical skills and knowledge, and the ability to communicate confidently and effectively with all stakeholders, to deliver a quality service and product and ensure a high level of customer satisfaction.

The work is varied, and you will be involved in all aspects of onboarding new customers and providing an efficient and effective support service to all customers. This includes investigating and resolving faults, designing and delivering configuration changes, designing and developing reports, customer training, documentation, and improvements to products, services and processes.

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

Key Responsibilities

•  Implement customer requirements using our in-house Workpro configuration application
• Write SQL queries to support customer configurations, or to provide data for reporting
• Work with customers and colleagues to understand requirements and design solutions to meet those requirements
• Provide customer support, including investigating faults and delivering enhancements through our change request process
• Create report items using Microsoft SSRS, or other reporting tools like Power BI
• Create documentation, such as specifications, help files, release notes, knowledge base articles, and process guides
• Deliver product training
• Collaborate and communicate with colleagues to ensure quality and consistency of delivery
• Manage priorities and consistently deliver assigned work on time
• Deploy Workpro releases to customer sites
• Deliver product demonstrations and walkthroughs to prospects and customers
• Ensure work is delivered in accordance with our processes and procedures
• Keep up-to-date with new features, tools, processes and procedures

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, gather data for reporting in SSRS or Power BI, and import data from external sources
• Optimise SQL queries to identify and improve performance issues
• Prepare SQL Agent jobs to achieve scheduled tasks
• Report development using SSRS or Power BI
• Use JSON to store and exchange data
• 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
• Keen and able to learn and apply new technologies and processes
• Excellent attention to detail, ensuring work is delivered to specification
• Write clear documentation for a range of audiences, including customers and colleagues, with different levels of technical skills and knowledge 

Desirable:

•  Knowledge of case management systems
• Knowledge of complaints or HR processes
• Deliver customer training, either online or in person
• 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
• Provide demos and walkthroughs of applications 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 and meet shared objectives
• You work well with others in a team, collaborating and supporting each other to complete tasks, and contributing 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

Other Details

We have a hybrid working policy, which means you can choose to work from home or the office. You will be expected to travel to the office occasionally to participate in meetings.

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.

Company Benefits

Develop your career in an established software company

• Own a stake in the company (after probation you will have an opportunity to own shares in the company)
• Profit-share scheme (available to all employees through our ownership structure)
• We support flexible working
• Hybrid working approach, with excellent office location on the Heriot Watt campus
• Time each month for you to participate in a volunteering activity of your choice
• Company pension scheme
• Long term sickness cover
• Cycle to work scheme