System Support Analyst

University of Glasgow

Job Purpose

Responsible for providing user support and training, carrying out specialised testing and user research for multiple systems that contribute to the provision and continuous improvement of the University’s suite of business applications.

Main Duties and Responsibilities

1. To analyse system change requests and assess the impact of new system releases prior to implementation, taking into consideration other corporate systems, ensuring any impact on other systems is considered and communicated to the appropriate staff/Schools/Colleges.

2. To carry out user research and provide advice to developers on the work required for system changes by highlighting and prioritising issues for investigation.

3. To contribute to user experience activities including capturing and managing user feedback & data.

4. To provide specialist operational knowledge to users to mentor them in how to get the best from central student and staff facing mobile apps and systems.

5. To resolve operational issues and queries independently through troubleshooting and advising on courses of action as appropriate.

6. To carry out system testing, identifying and capturing issues to support continuous improvement and efficiency.

7. To support the development and delivery of training including user guides, knowledge base articles, FAQs and trouble-shooting guides.

8. To deliver system demonstrations and presentations to support and promote new and current system changes, including user communications.

9. To liaise with the Systems Development Manager and/or Scrum Masters to create and add tasks to system backlogs as a result of issues raised via the helpdesk, testing or user research.

10. To organise own workload within multiple projects by planning and prioritising own schedule and coordinating with other project team members in order to ensure that timescales and targets are met.

11. To deal with sensitive information and data held for all University staff with a very high degree of confidentiality and discretion adhering to data protection legislation.

Knowledge, Qualifications, Skills and Experience

Knowledge/Qualifications

Essential:

A1 Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills through personal development and progression in a similar related role(s).

Or: Scottish Credit and Qualification Framework level 8 (Scottish Vocational Qualification level 4, Higher National Diploma) or equivalent, and experience of personal development in a similar role.

A2 An understanding of best practice in user support techniques, processes and principles.

A3 An understanding of system testing and the logging of technology issues.

A4 Knowledge of helpdesk systems and managing support tickets.

Desirable:

B1 An understanding of the student journey through the University from registration to graduation.

B2 A good understanding of FOI and DPA legislation.

B3 Knowledge of project management and change management techniques and frameworks (e.g. Prince2 or Agile).

Skills

Essntial:

C1 Ability to devise, develop and implement new procedures.

C2 Ability to manage and prioritise workload amongst many projects, meet tight deadlines and work under pressure.

C3 A careful approach to work with particular attention to detail and high standards of accuracy.

C4 Ability to analyse and solve problems independently in a time-pressured environment.

C5 Ability to use initiative, work with minimal supervision and work as part of a team.

C6 Ability to deal with difficult situations diplomatically.

C7 Ability to understand and interpret service requirements and provide potential solutions.

C8 Proven ability to deliver IT training to users with varying skill sets.

C9 Excellent communication and interpersonal skills at all levels of the organisation.

Experience

Essential:

E1 Experience working in a role supporting corporate systems.

E2 Experience of handling and managing user expectations, particularly where new technologies are being introduced.

E3 Experience of troubleshooting system user issues.

E4 Experience in managing competing priorities in a time-pressured environment.

E5 Experience of analysing data in order to inform decision making.

E6 Experience of providing specialist advice and information to a wide range of audiences with differing levels of knowledge.

Desirable:

F7 Experience of working in the HE Sector.

F8 Experience of working with IT teams.

Terms and Conditions

Salary will be Grade 6, £31,502- £35,308 per annum

This post is full time (35 hours per week) and open ended.

As part of Team UofG you will be a member of a world changing, inclusive community, which values ambition, excellence, integrity and curiosity.

As a valued member of our team, you can expect:

1 A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.

2 An excellent employment package with generous terms and conditions including 41 days of leave for full time staff, pension – pensions handbook https://www.gla.ac.uk/myglasgow/payandpensions/pensions/, benefits and discount packages.

3 A flexible approach to working.

4 A commitment to support your health and wellbeing, including a free 6-month UofG Sport membership for all new staff joining the University  https://www.gla.ac.uk/myglasgow/staff/healthwellbeing/.

We believe that we can only reach our full potential through the talents of all. Equality, diversity and inclusion are at the heart of our values. Applications are particularly welcome from across our communities and in particular people from the Black, Asian and Minority Ethnic (BAME) community, and other protected characteristics who are under-represented within the University. Read more on how the University promotes and embeds all aspects of equality and diversity within our community https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/.

We endorse the principles of Athena Swan https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/athenaswan/ and hold bronze, silver and gold awards across the University.

We are investing in our organisation, and we will invest in you too. Please visit our website https://www.gla.ac.uk/explore/jobs/ for more information.

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