Job Specifications
About Unily
Unily partners with the world’s largest and most complex enterprises to power Organizational Velocity through digital Employee Experience transformation. Iconic brands, including Estée Lauder Companies, CVS Health, and British Airways, use Unily’s market-leading Employee Experience platform to improve productivity, streamline communication, and foster a highly connected workplace.
We have recently been positioned as a market leader across the 2023 Gartner® Magic Quadrant™ for Intranet Packaged Solutions, the 2024 Forrester Wave™: Intranet Platforms and the IDC MarketScape: Worldwide Experience-Centric Intelligent Digital Workspaces 2024. The only company in the industry with this standing. With these accolades we continue to grow and expand our employee community with people who are passionate about joining us on this exciting journey.
Job Purpose
As we continue to expand our market share in the rapidly emerging Employee Experience platform category, we are looking for ambitious Technical Graduates to join our Technical Graduate Programme. Providing you with an excellent focus on customer wants and needs, along with an understanding of how to apply this knowledge when designing and developing our product, this two-year program is designed to help you build a strong foundation, develop expertise in our market-leading platform, and accelerate your career as a Technical professional.
The first year will focus on building comprehensive product knowledge and customer service skills within Unily’s Global Support team. In the second year, you’ll rotate through key Functions across our Engineering Department, giving you experience and insights across Developer, Tester, Scrum Master and UI roles.
In addition to gaining experience in these functions, we offer training and development opportunities to enhance a variety of soft skills that will be valuable throughout your career, including presenting with confidence, running effective meetings, networking, and more.
From day one, you’ll be a valued member of our team, learning on the job while contributing to impactful projects and initiatives. Together, these experiences will provide a fantastic platform to kick-start a career in tech and with Unily.
Main Responsibilities
Investigate and resolve incidents following agreed support documentation and processes, ensuring all customer issues are logged, prioritised, and escalated as needed.
Take ownership and accountability for your own and your team’s incident, change, and problem tickets, while liaising with clients and internal teams on statuses and updates.
Identify opportunities to improve client satisfaction, streamline processes, and enhance efficiency.
Actively contribute to the team’s development work, including planning, reviews, retrospectives, and delivering high-quality software with automated tests.
Support software through training, documentation, monitoring, and addressing incidents, bugs, and questions within your domain.
Collaborate with stakeholders to clarify requirements, align solutions with user needs, and drive continuous improvement in technical practices, team processes, and compliance standards.
Stay updated on technology and industry trends to inform design discussions.
Design and execute comprehensive test cases, both manual and automated, to thoroughly examine software functionality and identify discrepancies.
Analyse test results to determine root causes of issues, validate and report bugs with detailed descriptions and reproduction steps.
Collaborate with QA engineers to design and execute detailed test plans, maintaining and updating automated tests to ensure effectiveness and relevance.
Year 1: Global Support Function
Your first 12 months will be spent in Unily’s Support team, where you’ll develop a strong understanding of our platform and processes while honing your customer service skills. As a member of the Unily Support (Service Desk) team you will be at the forefront of handling incoming customer support cases, requests and escalations delivering outstanding customer service and communication. Day to day tasks will include resolving technical issues for our enterprise-level cloud application quickly and professionally.
Year 2: Rotational Placements
In your second year, you’ll transition into rotational placements across our Engineering Department. Core to this will be product development and testing, with focussed consideration for Accessibility, Application Security, and Agile practices. This will broaden your technical expertise, allowing you to apply your foundational knowledge in diverse contexts and prepare for a specialised role at the end of the program.
Requirements
BS or MS in Computer Science or related technical field.
Must have graduated in the past 12 months to be eligible.
Desirable
Basic technical skills, with knowledge of Microsoft tools including O365, Active Directory, and Azure.
Problem-solving abilities demonstrated through academic pro