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Superuser role description
PageUp administrators, or superusers, play a key role in managing the integrity of the system and ensuring it is optimised for your organisation. This page will provide an overview of a superuser's main responsibilities and tasks, as well as useful tips and resources.
Purpose of the role
To administer and optimise the use of the PageUp system through:
- Setting up, testing and maintaining configuration
- Processing user requests
- Educating users
- Troubleshooting
- Being a key, central contact for PageUp
Main responsibilities
During implementation
- Gather requirements from business stakeholders
- Participate in regular project meetings and iteration reviews
- Act as the key point of contact for the PageUp Implementation Consultant and internal SME for all questions related to system configuration.
- Configure the system, with support from the PageUp Implementation Consultant
- Take a lead role in system testing
- Provide coaching and training to other system users
For more information on our implementation process and preparing for implementation, please click here.
Business as usual
- Maintain and continually review processes and configuration to ensure optimal use of the PageUp system
- Identify and resolve user queries and requests relating to the PageUp system
- Escalate user queries and requests that cannot be resolved to the PageUp support team
- Act as the key contact to liaise with PageUp customer success and support teams for all queries/requests
- Maintain up-to-date knowledge of PageUp system functionality, upgrades and user events via the Knowledge Portal
- Educate users on the best use of the system; manage PageUp user communications and reference materials if required
- Act as a system Beta user, providing review and feedback where appropriate on new system functionality
Common superuser tasks
Click on the modules below to view a list of common and regularly updated configuration items that a superuser is responsible for maintaining. If you require any process or configuration advice, including what to consider before making any system changes, please contact PageUp.
Recruitment marketing
To view more information about the recruitment marketing module, including feature descriptions, videos & configuration guides, click here.
| Item | Description |
|---|---|
| Web pages | Superusers can create, edit and maintain all the web pages on your careers site with our user-friendly page editor. Pages fall into two categories; landing pages (e.g. home page, our culture and persona-specific pages) and technical pages (e.g. job search, job template and candidate settings pages). |
| Calls to action | A call to action (CTA) is the means by which an anonymous visitor to your careers site demonstrates an interest in your company as an employer, by completing an online form and making him/herself known to that employer. Examples include a job alert, talent network registration or applying for a job. Superusers can create as many CTAs as required, each with customised questions, that can be added to any web page on your careers site. |
| Workflows | A workflow is a series of automated actions triggered when a candidate completes a call to action. Examples of workflow actions include sending pre-templated communications, tagging candidates or adding them to a list. By automating important steps in the nurture stage of the recruitment marketing process, workflows allow for more effective, more efficient recruiting overall. |
| Lists | Lists function similarly to talent pools, allowing you to segment your candidate database into meaningful groups. There are two types of lists; static and smart. Static lists are managed manually, you control the specific candidate profiles that are included in this list. Smart lists are criteria-based, where candidates matching the criteria are automatically added to the list. |
| Communications | The recruitment marketing platform supports both SMS & email communication - each of which can be sent automatically through workflows and other functions. Email templates can be personalised using merge fields and branded with various themes. |
| User accounts | Superusers are able to add and edit user accounts for internal stakeholders that will assist in maintaining the recruitment marketing platform, and restrict system access using roles. |
Recruitment management
To view more information about the recruitment management module, including feature descriptions, videos & configuration guides, click here.
| Item | Description |
|---|---|
| Job card | A job card contains several fields used to capture important vacancy information before the job is approved and advertised. As a superuser, you have the ability to add, remove and edit the fields located in the position info tab of the primary job card, using drag and drop functionality. |
| Job templates | Job templates can be used to populate certain fields on the job card, such as the advertisement text, to ensure consistency when creating a requisition. Superusers can maintain a library of job templates for ongoing use. |
| Approval processes | There are three types of approval processes in recruitment management, for jobs, offers and position descriptions. Your organisation may require you to manage some, or all of these types of approval processes depending on your system configuration and business requirements. |
| Recruitment processes | Recruitment processes define the steps that applicants will progress through once they have submitted an application for a job. Your organisation may have multiple recruitment processes, each with a different set of statuses, communications and features. |
| Communication templates | In addition to the communications available within the recruitment process application statuses, there are a number of systemwide communication templates that are triggered automatically. Superusers are able to modify the content, merge fields and branding within each template so that they convey your company's tone of voice to applicants and internal customers. |
| Forms | There are a number of forms available within the recruitment management system to support your organisation from application through to offer, each with a variety of supported question types. |
Onboarding
To view more information about the onboarding module, including feature descriptions, configuration guides and troubleshooting advice, click here.
| Item | Description |
|---|---|
| Onboarding workflows | Workflows drive the tasks the new employee or hiring manager needs to complete. Different workflows can be set up by superusers for different types of hires (e.g. permanent employees, internal hires, contractors, department-specific, etc.) Task descriptions support merge fields, to personalise information for your employee and manager. |
| Onboarding forms | Onboarding forms can be attached to a task in a workflow in order to gather information from an employee. Question specific validation can be set within these to ensure data is captured in the correct format before submission, ensuring seamless integration of this data into other systems. |
| Provisioning | The provisioning feature allows you to send automated emails to relevant teams, arranging for the equipment, access, hardware, etc needed in preparation for a new starter commencing. Superusers can manage the provisioning of communications & items to support an efficient and consistent process. |
| Communication templates | Email & SMS notifications are available for a number of actions in the onboarding module, including workflow task reminders to both the manager and employee. Email templates support branding and merge fields for personalised information. |
Learning
To view more information about the learning module, including feature descriptions, configuration guides and videos, click here.
| Item | Description |
|---|---|
| Activity types | Activity types are used to categorise learning activities and can be used as a filter by employees when searching the learning library or when reporting on learning completion. Examples include eLearning, articles, videos and on-the-job activities. |
| Approval processes | Learning approval processes can be applied to activities as required, and support multiple levels of approval based on an employee's reporting hierarchy or defaulted users. Superusers can manage learning approval processes based on your company's needs. |
| Feedback surveys | Learning surveys enable your learning and development team to capture employee feedback to increase activity engagement and completion rates. Using a survey form, superusers are able to create as many surveys as your organisation requires. |
| Communication templates | Several communication templates are available to support common learning administration activities such as approvals, employee activity reminders and notifications when an activity is added to an employee's development plan. Email templates support branding and merge fields for personalised and relevant information. |
Performance
To view more information about the performance module, including feature descriptions, configuration guides, end user guides and videos, click here.
| Item | Description |
|---|---|
| Section types | Section types form the pages or breadcrumbs of a performance review, and can include goals, values, competencies, professional development, etc wherein employees and managers can comment on and/or rate items as applicable. |
| Review processes | A review process defines the workflow that is undertaken for a particular performance review. Each review process consists of a number of individual steps, for example, goal setting, journaling, rate, complete. Superusers can configure as many performance review processes as required for your organisation. |
| Review templates | Review templates contain start and end pages with instructions specific to either managers or employees, as well as a series of section types that can contain pre-defined goals, competencies, values, etc depending on the role of the employee. |
| Review cycles | Review cycles help to align end dates for new reviews. A cycle has a title, review process and default end date to assign to the reviews when they are initiated. |
| Communication templates | Engaging and timely communication is fundamental to contemporary talent management practices. There is a range of performance communications that can be modified with branding and merge fields to personalise information for both managers and employees. |
Support process
PageUp prides itself on the collaborative approach we take in supporting customers in a way that incorporates the flexibility to best align with an organisation's needs.
Information on how to raise a support case is documented here.
To view our support status page, documenting current known issues, please click here.
Guiding principles
Centralising your support interactions through a central superuser gives the organisation visibility and control of requests. This can help you to identify:
- Trends that may inform larger configuration or process changes
- Training requirements
In the event non-superusers contact support with the type of enquiries below, PageUp Support will redirect this user to the organisation's superuser.
Types of queries redirected by support to the central superuser:
- Functionality that they do not have permission or team access to
- Internal business processes
- User account / permission issues
Process recommendations
The following process recommendations will help us to provide your organisation with the best level of support for the PageUp application:
- Provide clear lines of communication to your stakeholders (e.g. hiring managers) so that they may contact the relevant superuser/SME within your organisation for support in using PageUp or navigating internal processes.
- Permission to Live Support is disabled for all non-superuser permission groups to ensure that all queries are addressed centrally to internal superusers in the first instance.
- Create a small core set of superusers who are authorised to make process and configuration decisions within your organisation.
- Superusers can access the Support Portal to keep on top of your cases and provide our Support team with updates directly on the cases being investigated for you are through.
Useful resources
The following Knowledge Portal articles, tips & FAQs are a great place to start for troubleshooting and increasing your understanding of the PageUp application.
Please note, the information below may not be applicable to all modules.
PageUp system FAQs
Click here to view more FAQs that our support team get asked by superusers.
| Question | Answer |
| What is the difference between our production (live) & UAT (test) environments? | Each PageUp module provides customers with access to two environments, production/live and UAT/test, with the exception of the recruitment marketing module. The production environment is connected to the outside world and contains your live data - communications are sent from the system, jobs are advertised externally, and data flows in and out of the system. The UAT environment is a testing system that's independent of the live environment, where you can test configuration or process changes without any impact on your live data. |
| How can we update our UAT environment? | As production and UAT are separate environments, changes made to the production system don't automatically appear in the UAT. If you'd like to update UAT with the latest production system configuration & data, please contact PageUp to request a UAT refresh. Please note, a refresh will wipe all existing test system data, so please check with all relevant stakeholders before contacting PageUp. We require 3 business days' notice to complete a refresh. |
| How do I reset a user's password? | If your organisation logs into PageUp using an email address and password, users can reset their own password (for the live environment) by clicking on the 'Don't know your password?' link on the login page. If a user is unable to reset their own password, or you need to reset a user password for the UAT environment, please follow the instructions here. For recruitment marketing, please ask the user to follow the instructions here. |
Product releases & updates
| Question | Answer |
| How do I sign up to receive the monthly PageUp newsletter? | You can register to receive our newsletter here. The newsletter is a great way to keep up to date with our latest releases & events! |
| Where can I view the latest product releases? | We update our product development page on a regular basis. You can view what we're currently working on, as well as what we've released in previous deployments. |
| How does the product deployment process work? | As a cloud software-as-a-service provider, we manage the upgrade of the service (the products) on behalf of our clients. When we do an upgrade, it's instantly available to all our clients. For more information, view our deployments page here. |
| How can I provide product feedback? | We love to hear your feedback! You can access our community feedback forum here. You can post your ideas and vote for others. |
| How can my organisation get involved in product research? | The PageUp experience community is a group of PageUp users who want to be involved in the research, development and improvement of PageUp. You can find out more about getting involved here. |
KP pages
| Support status | View the current known issues our support team is investigating. Please consult this page before raising a support case. |
| Access to support | Information on how to raise a support case. Please note, the live chat feature is not supported in the recruitment marketing module. |
| Support FAQ | This page includes the common questions that Superusers ask our support team. |
| Browser support | This page includes the latest information on browser support for the PageUp modules. Chrome is the recommended browser for the best experience - this is also demonstrated in the browser usage pattern that we see among our customers. |
| Functions not supported in UAT | View the features that aren't supported in your organisation's test environment. Please note, this does not apply to recruitment marketing. |
| System settings | View our navigation & configuration guides for system settings, to assist in the administration of the PageUp application. |
Troubleshooting & tips
| Item | Details |
| Replicate the issue | If a user is experiencing system/process issues, try to replicate the scenario in either live or UAT (as appropriate), before raising a case with the PageUp support team. Depending on the nature of the issue, take note of the relevant details (should you need to raise a support case after investigating) such as - job ID, employee/manager name and email address, applicant name and email & affected system area. |
| Controlling a user, applicant, employee or agent | As a superuser, you can control (or impersonate) various accounts within the Page. This is very useful when trying to troubleshoot issues for another person. Navigate to the user's screen, employee search, applicant card to agency area of the platform, depending on the application you're troubleshooting for. Using either a link next to the person's name or the actions menu, you will see the option to control the account. Please note, this does not apply to the recruitment marketing module. |
| Testing communications in UAT | Communications aren't sent from the UAT environment, however, you can still view a record of the communication that would be sent on either the applicant or employee card, in the history section. |
Common acronyms
Throughout the implementation and into ongoing account support, these are the commonly used acronyms used by our team at PageUp.
| Acronym | Meaning |
| SOW | Statement of work |
| SME | Subject matter expert |
| UAT | User acceptance testing |
| MVP | Minimal viable product |
| CSM | Customer Success Manager |
| OAS | Ongoing account support |
| BAU | Business as usual |
| BRM | Business review meeting |
| SSO | Single sign-on |
| APB | Applicant progress board |
| CTA | Call to action |
| UX | User experience |
| UI | User interface |
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