Application Support Consultant

BIPO SERVICE MALAYSIA SDN. BHD.; Manila; On-site; PHP 480,000 - 600,000; Full time

Job summary

BIPO SERVICE MALAYSIA SDN. BHD. in Manila is seeking an Application Support Consultant to provide frontline AMS support for our APAC clients.

You will handle L1/L2 tickets, investigate standard incidents across core HRMS modules, and document resolutions to help teams learn. The role requires 2–4 years in application support, experience with SaaS HRMS, and familiarity with Zendesk, Jira, or ServiceNow. Strong communication and a willingness to learn multiple HRMS modules across APAC are

Qualifications

• 2–4 years of application support, AMS, or HRMS support experience.
• Experience supporting SaaS, HRMS, payroll, or enterprise business applications.
• Familiarity with ticketing systems such as Zendesk, Jira, ServiceNow, or similar.
• Strong written and verbal communication; able to explain technical issues in client-friendly language.
• Bachelor's degree in Information Technology, Computer Science, Business, Human Resources, or related field; equivalent professional experience accepted.
• Willingness to learn multiple HRMS modules and support clients across multiple APAC countries.

Responsibilities

• Handle L1/L2 application support tickets through 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, and professional ticket updates to clients and internal stakeholders.
• Follow standard severity, priority, SLA, and ticket closure guidelines for every case.
• Escalate complex issues to Senior Consultants, Team Lead, Product, or R&D following defined escalation paths.
• Document resolutions, workarounds, and recurring issues in line with AMS knowledge management standards.
• Contribute to knowledge base articles, FAQs, and runbooks used by the wider AMS team.
• Support cross-country ticket handling across APAC once trained and certified.
• Participate in product, module, and process training, including cross-skilling activities.

Skills

Application support

HRMS

SaaS

Problem solving

Documentation

Communication

APAC support

Education

Bachelor's degree in IT/CS/Business/HR

Tools

Zendesk

Jira

ServiceNow

Job description

The Application Support Consultant provides frontline application support for BIPO HRMS clients under the centralized APAC AMS model. The role handles standard incidents, service requests, user inquiries, and basic troubleshooting across core HRMS modules including Personnel, Payroll, Leave, Attendance, and Claims. The consultant works through the AMS ticketing system, follows standard ticket handling procedures, documents resolutions, and contributes to the team's knowledge base and runbooks. This role supports a scalable AMS team where resources can handle tickets consistently across clients and countries in APAC.

Key Responsibilities

• Handle L1/L2 application support tickets through 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, and professional ticket updates to clients and internal stakeholders.
• Follow standard severity, priority, SLA, and ticket closure guidelines for every case.
• Escalate complex issues to Senior Consultants, Team Lead, Product, or R&D following defined escalation paths.
• Document resolutions, workarounds, and recurring issues in line with AMS knowledge management standards.
• Contribute to knowledge base articles, FAQs, and runbooks used by the wider AMS team.
• Support cross-country ticket handling across APAC once trained and certified.
• Participate in product, module, and process training, including cross-skilling activities.

Requirements

• 2 -4 years of application support, AMS, or HRMS support experience.
• Experience supporting SaaS, HRMS, payroll, or enterprise business applications preferred.
• Familiarity with ticketing systems such as Zendesk, Jira, ServiceNow, or similar platforms.
• Good analytical, problem-solving, and root-cause investigation skills.
• Strong written and verbal communication; able to explain technical issues in client-friendly language.
• Strong documentation discipline and attention to detail.
• Willingness to learn multiple HRMS modules and support clients across multiple APAC countries.
• Bachelor's degree in Information Technology, Computer Science, Business, Human Resources, or a related field; equivalent professional experience accepted.

Facilities Management & Outsourced Services 11-50 employees

BIPO is a leading one-stop human resources provider in Asia Pacific, focused on providing organisations with innovative ways to manage complex end-to-end HR processes. Through our cloud and mobile-based Human Resources Management system as well as industry-leading solutions such as Payroll Outsourcing, Attendance Automation, Business Intelligence, HR Consulting, Recruitment & Business Process Outsourcing and Flexible Employee Management, we help companies transform their HR operations to and beyond their expectations, while achieving business goals related to cost and profitability.

Founded in 2004, our Asia Pacific headquarters is in Singapore and R&D centre in Indonesia. We have offices in Australia, China, Hong Kong, New Zealand, Philippines, Vietnam, Taiwan and Thailand with business links in over 10 countries and regions. Visit www.biposervice.com and connect with us on Facebook, LinkedIn and WeChat.