JOB DESCRIPTION
Post title: / Systems Support OfficerAcademic Unit/Service: / Estates and Facilities
Faculty: / Chief Operation Officer
Career Pathway: / Management, Specialist and Administrative(MSA) / Level: / 3
*ERE category: / n/a
Posts responsible to: / Senior Business Change Manager
Posts responsible for: / None
Post base: / Office-based (see job hazard analysis)
Job purpose
To be a “system expert” for the Planon IWMS system. This will include but is not limited to, user first line support, system training and working closely with iSolutions to resolve issues and implement changes.
To ensure system data standards are maintained by reviewing and cleansing data to be imported into Planon; test and manage data imports and carryout and manage user acceptance testing to support planned changes and system upgrades.
To contribute to the strategic development of Estates and Facilities systems and delivery of system and/or process change projects as directed by the Business Change Manager
Key accountabilities/primary responsibilities / % Time /
1. Planon First Line Support
· To support Planon users and elicit information to identify specific customer needs.
· Offer proactive advice and guidance to users and resolve Planon Service-line tickets in the ServiceNow System.
· To keep user access to Planon up-to-date and maintain other related electronic user lists.
· Monitoring of interfaces between Planon and other University Systems and resolve problems that arises as a result of failures.
· To be a key point of contact relation to Planon, between Estates and Facilities, iSolutions, other university departments, and external parties. / 20%
2. Training
· Plan, organise, design and deliver training for Planon users and update or create supporting user guides as required. Keep training records up to date. / 25%
3. Process Change Management
· Provide analysis and information to the Senior Business Change Manager to help develop business change projects.
· Plan, manage and deliver system or process change projects as directed by the Business change manager.
· Manage and carryout user acceptance testing to support planned changes and system upgrades. / 15%
4. Quality Assurance and Procedures
· Implement new ways of working as result of problem solving and process analysis activity and from ideas and opinions of staff
· Update or create documented procedures to positively influence the way a team works together, ensuring staff are clear about changing work priorities and service expectations.
· Contribute to the development and implementation of a quality assurance system for monitoring systems, procedures and processes and ensuring compliance with auditable standards.
· Audit Estates and Facilities systems to ensure data is up-to-date, and that processes and procedures around the systems are understood.
· Conduct in depth specialised system testing and support system upgrades. / 15%
5. Data Management
· Analyse and solve problems including those reported by Planon users.
· Apply initiative to resolve problems with Planon orders and interfaces with other systems. Identify and resolve root causes of data errors.
· To ensure the data cleanliness in the Planon system is maintained.
· To review and cleanse data to be imported into Planon, test and manage data imports. / 20%
Carrying out other duties as may be required within the department, in general. / 5%
Internal and external relationships /
The University Community at large, particularly:
· ISolutions Help Desk and Planon application maintenance staff.
· Staff within Estates and Facilities.
· Planon users within the wider University community.
· Contractors and consultants employed by Estates and Facilities.
· Organisations outside the University community.
· Software Systems Suppliers
Special Requirements
PERSON SPECIFICATION
Criteria / Essential / Desirable / How to be assessedQualifications, knowledge and experience / Educated to a good standard – HNC, A-level, NVQ3 or equivalent.
Vocational training in Microsoft Excel (advanced)
Experience of working in IT systems support roles
Advanced use of Microsoft Excel to analyse data from other systems using pivot tables, macro’s and formulas such as Vlookup.
Experience of writing user guides and business procedures and producing process flow diagrams using Microsoft Visio
Has delivered IT system training in a classroom environment and desk side / ITIL foundation qualification
Vocational training in System administration
Experience working in an environment that uses best practice service methodologies such as ITIL
Experienced user of Planon
Experienced user of Agresso
An understanding of system interfaces
Has built relational databases to support business process in previous roles / Application
Application
Application/ Interview
Application/ Interview
Application/ Interview
Application/ Interview
Application/ Interview
Planning and organising / Good time management and planning skills
Ability to prioritise tasks in accordance with team activities, workloads and Manager’s instructions.
Ability to carry out prescribed tasks to a set timescale but with limited direct supervision
Ability to organise meetings training sessions and workshops
Ability to follow established working procedures and, where appropriate, to adjust to changing procedures and working practices / Interview
Application / Interview
Interview
Application / Interview
Interview
Problem solving and initiative / Ability to follow instructions, both verbal and written.
Ability to proactively follow problems through to resolution
Thoroughness, accuracy and attention to detail
Be able to produce and reconcile reports from existing systems
Methodical approach to data collection and recording / Ability to interpret customers, “fault” reports and to systematically analyse and solve service-related problems. / Interview
Interview
Application
Interview
Interview
Management and teamwork / Be able to contribute and support team working, maintaining an effective working relationship with colleagues / Application / Interview
Communicating and influencing / A professional, customer orientated approach to service
Excellent communication skills, good spoken and written English
Experience of first point of contact for enquiries from customers
Experience in liaising with technical IT staff / Interview
Application/
Interview
Interview
Interview
Other skills and behaviours / Demonstrable keenness to keep up with new technologies in IT / Interview
Special requirements / Ability to work outside office hours in case of an emergency. / Interview
JOB HAZARD ANALYSIS
Is this an office-based post?
☒ Yes / If this post is an office-based job with routine office hazards (eg: use of VDU), no further information needs to be supplied. Do not complete the section below.☐ No / If this post is not office-based or has some hazards other than routine office (eg: more than use of VDU) please complete the analysis below.
Hiring managers are asked to complete this section as accurately as possible to ensure the safety of the post-holder.
## - HR will send a full PEHQ to all applicants for this position. Please note, if full health clearance is required for a role, this will apply to all individuals, including existing members of staff.
ENVIRONMENTAL EXPOSURES / Occasionally(<30% of time) / Frequently
(30-60% of time) / Constantly
(> 60% of time)
Outside work
Extremes of temperature (eg: fridge/ furnace)
## Potential for exposure to body fluids
## Noise (greater than 80 dba - 8 hrs twa)
## Exposure to hazardous substances (eg: solvents, liquids, dust, fumes, biohazards). Specify below:
Frequent hand washing
Ionising radiation
EQUIPMENT/TOOLS/MACHINES USED
## Food handling
## Driving university vehicles(eg: car/van/LGV/PCV)
## Use of latex gloves (prohibited unless specific clinical necessity)
## Vibrating tools (eg: strimmers, hammer drill, lawnmowers)
PHYSICAL ABILITIES
Load manual handling
Repetitive crouching/kneeling/stooping
Repetitive pulling/pushing
Repetitive lifting
Standing for prolonged periods
Repetitive climbing (ie: steps, stools, ladders, stairs)
Fine motor grips (eg: pipetting)
Gross motor grips
Repetitive reaching below shoulder height
Repetitive reaching at shoulder height
Repetitive reaching above shoulder height
PSYCHOSOCIAL ISSUES
Face to face contact with public
Lone working
## Shift work/night work/on call duties
MSA Level 3 – System Support Officer2