UK Rostering & Payroll Support Analyst | Healthcare SaaS

RLDatix; Camden Town; Hybrid; GBP 32,000 - 52,000; Full time

Benefits offered by this job

Private health insurance

Group accident insurance

Employee Assistance Program (EAP)

Loyalty Awards for long-service

Job summary

RLDatix UK-based Customer Support Analyst will join the Rostering & Payroll Support team to provide advanced technical and functional support for RLDatix workforce management solutions. You will investigate and resolve complex issues across rostering, scheduling, and payroll products to maintain customer confidence and satisfaction.

Role requires 3+ years in technical or application support, experience with SaaS/cloud solutions, and familiarity with ticket systems like Zendesk/ServiceNow.

Qualifications

• Minimum 3 years' experience in a technical support, application support, or operational support environment.
• Experience supporting SaaS applications and cloud-hosted solutions.
• Experience with ticket management systems such as Zendesk, ServiceNow, or similar platforms.
• In-depth knowledge of ITIL principles and service management processes.
• Desirable experience in workforce management, rostering, scheduling, or healthcare software.

Responsibilities

• Manage escalated support issues relating to rostering, scheduling, payroll processing, integrations, and workforce management functionality to deliver clear, accurate, and timely resolutions throughout the support lifecycle.
• Diagnose and resolve complex application, configuration, and integration issues, and perform root cause analysis to identify underlying causes of recurring customer issues.
• Prepare detailed escalation reports and technical findings for Engineering, Product Management, or Cloud Operations to drive escalated cases to resolution while managing OLAs.
• Develop specialist knowledge across RLDatix Rostering, Workforce Management, and Payroll solutions to provide best-practice guidance and support readiness activities for new product releases and enhancements.
• Collaborate with Product, Engineering, Cloud Operations, and Customer Success teams to resolve customer issues, support major incident management, and contribute to knowledge base growth and continuous improvement.

Skills

SaaS support

Zendesk/ServiceNow

Troubleshooting

ITIL knowledge

Cross-functional collaboration

Tools

Zendesk

ServiceNow

Job description

RLDatix UK-based Customer Support Analyst will join the Rostering & Payroll Support team to provide advanced technical and functional support for RLDatix workforce management solutions. You will investigate and resolve complex issues across rostering, scheduling, and payroll products to maintain customer confidence and satisfaction.

Role requires 3+ years in technical or application support, experience with SaaS/cloud solutions, and familiarity with ticket systems like Zendesk/ServiceNow.