Reporting to / Application Service: Group Lead
Overview of role / As a member of the Application Services team, you will provide the highest standard of SITS application service to staff and students of Kings’ College London.
This support role requires good customer service, responding to support calls and working with the team in the management of the SITS system. The role may include business process improvement, quality assurance, documentation and involvement within projects.
The post-holder will be expected to work closely and on their own initiative with the staff across IT Student Professional Services andKing’s College London. You will be responsible for providing professional application life-cycle management and be able to liaise with 3rd line support where appropriate. You will provide semi-technical information support and provision to users, of the SITS Student Information Systems and related systems.
Knowledge of e-vision and SITS client are desirable, as these are important technical elements of this post, SQL, JavaScript or web technology knowledge would also be beneficial. The post-holder will be required to use and manage calls through the KSC service desk system and may be responsible or involved in the production of management reports and service KPI’s.
A good knowledge of Higher education is also desirable. Training and mentoring could be provided to develop the successful candidate’s expertise.
Accountabilities / This is a Student Professional Services support role located at Quintdown, where the area of accountability will develop to meet requirements, and although this role sits within Support, we will be looking for the successful applicant to develop as well as support the Student application services.
Possible involvement around a number of additional and strategically important areas of delivery, which might include.
- Annual Upgrade Process and software updates
- Testing and upgrade to SITS enhanced products
- SITS quality, data and archiving
- Support SITS projects
- Assist in managing and developing the Student Professional Services capability at Quintdown.
Person Specification
Key skills and experience required(E) – Essential
(D) – Desirable /
Qualifications
Educated to degree level or equivalent (D)ITIL foundation or above (D)
Technical
Knowledge of SITS Student systems (D)SQL or related database query languages (D)
An understanding of Business Systems in a Higher Education environment (D)
Problem diagnosis skills (D)
Hands on knowledge of release management and system upgrade projects (D)
Experience of delivering and managing technology as a service (D)
Other skills, knowledge or aptitudes
Ability and skill to pass on knowledge to Others (E)Experience in a Service Desk environment or customer service role (D)
Strong interpersonal, communication and document writing skills, interacting appropriately with users of various technical skill levels, remaining calm and courteous at all times (E)
Understanding of an enterprise / complex support environment (D)
Ability to adapt quickly to changing technologies and processes (E)
Strong fault finding/diagnostic/trouble-shooting skills (E)
Effective time management skills; with the ability to work on multiple tasks simultaneously, prioritising tasks according to fluctuating workloads and deadline pressures (E)
Full Driving Licence or the ability to work from the Quintdown office (Cornwall) (E)
Flexibility to travel to London campus for training and meetings as required (E)