Level 1 support will not include system defects and/or system repair. All support will be generated directly from the Recruiting or Career Section Portals with exception of Account Permissions. Admin will assist with filtering end-user & super-user product questions; how-to document creation. The dedicated support Administrator will support all end users with the following issues:

Configuration Overview

• Troubleshoot End User Login Issues

• Change General Product Configuration Settings

• Configure/Change Welcome Center/End User Profiles

• Configure/Modify Release Notes for System Administrator

User Management

• Assign/Modify User Types Permissions

• Assign/Modify Functional Domains

• Create/Modify User Accounts

CSW Process Mapping

• Support Recruiting during the candidate selection workflow process

Group Management

• Modify/Reassign User(s) to defined Groups

• Support/Mentor Recruiters and HM’s for Personal Coverage Area

Career Section Application

• Support Candidate Application Process

• Demonstrate Candidate Application Experience for Enhancement process escalation

Requisition Management

• Support requisition(s) creation

• Support/Train candidate's search.

  • Demonstrate building and saving search queries
    including keyword searches

  • Utilize candidate folders with search results

  • Demonstrate Advanced Search effectively to End Users

Manage Content Library

• Manage Req Template Library

• Manage Competencies

• Manage Evaluation Skills

• Manage Disqualification Questions

• Demonstrate candidate selection process.

• Post your requisitions

• Show how to Extend offers and hire candidates

• Quickly manage candidate submissions.

• Create offers and fill requisitions.

• Quickly create requisitions from templates.

Level 2 support includes all L1 definitions, and will also manage & maintain all features within the defined Customer modules of Recruiting, Transitions and/or Learn; Configuration Manager; assist with prototyping during implementation; participate in ad-hoc internal projects from a configuration perspective (e.g., version migration, new product roll-outs, geographical deployments, system optimization); complete system configuration updates across the various active modules. The dedicated support Administrator will support all end users and System owners with the following issues:

• Create/Modify Existing Qualifier Groups

• Associate OLF and Requisition Type to a CSW

• Configure Candidate File Setup

• Create Candidate and Requisition List Formats

• Create and Edit Message Templates

• Add and Create a Source

• Creation of New Event(s)

• Identify and change Recruiting Settings

• •Work with File Sections and Blocks

• •Navigate Recruiting Administration Menu

• •Create, Edit, and assign a Configuration Profile

• •Create New Center Stage

• •Identify and Modify Fields Settings

• Configuration Overview

• Troubleshoot End User Login Issues

• Change General Product Configuration Settings

• Configure/Change Welcome Center/End User Profiles

• Configure/Modify Release Notes for System Adminstrators

• User Management

• Assign/Modify User Types Permissions

• Assign/Modify Functional Domains

• Create/Modify User Accounts

• CSW Process Mapping

• Support Recruiting during the candidate selection workflow process

• Group Management

• Modify/Reassign User(s) to defined Groups

• Support/Mentor Recruiters and HM’s for Personal Coverage Area

• Career Section Application

• Support Candidate Application Process

• Demonstrate Candidate Application Experience for Enhancement process escalation

Level 3 support includes all L1&L2 definitions and will support critical (low-urgent(Production)) system defects and repair(s). This includes all Taleo events and tasks within scope of the project. This will  include new and/or change request(s), upgrades, and optimizations that were not part of the initial implementation. Defined users will have Access to Subject Matter Experts (SME) for “user” training on specific Taleo modules; i.e., Learn, Recruiting and Transitions (Onboarding). The dedicated support Administrator will support all end users and System owners with the following issues:

• Create and Modify new/existing Candidate Selection Workflow(s)

• Create and Modify new/existing Sources and Events

• Create and Define new Message Templates for Org Delivery

• Configure Candidate File Setup

• Create Candidate and Requisition Lists

• Build/Repair new/existing Career Sections

• Create and Post Requisitions

• Manage Pre Screening Questions Library

• Navigate and Administer Taleo Configuration

• Create Configuration Profiles

• Create Center Stages

• Modify Field Settings

• Create Basic and Selection List Fields

• Review Requisition File Setup

• Define New Theme(s)

• Support 3rd party solutions with Branding .zip file creation

• Define and support new Transitions processes