Job Title:Student Administrative Systems Support Manager

Job title:Student Administrative Systems Support Manager

Post number:AS5212

Reports to:Assistant Registrar (Student Systems and Data)

Department:Academic Services – Student Systems and Data

Location:Moulsecoomb

Grade:6

Purpose of the role

The Student Systems and Data section of Academic Services is responsible for the development, implementation and maintenance of integrated student administrative systems solutions, delivery of training and support, and the provision of student management information, data analysis and statutory data reports.

The Student Administrative Systems Support Manageris responsible for the planning, organisation and coordination of first- and second-line support and needs-based training to users of a range of specialist systems support. The postholder manages a small team of officers delivering first-and second-line support and training. Responsibilities include system management and maintenance, system testing and supporting development projects and improvements.

The post holder is required to communicate difficult and often complex information to a range of stakeholders, and exercise initiative and judgement to resolve technical, process and data issues, referring to the Assistant Registrar (Student Systems and Data) only where there is no clear precedent or in unusual circumstances. The post holder is responsible for prioritising and planning work activity for a small team for the year ahead, resolving issues as they are arise and ensuring that service standards are maintained.

Main areas of responsibility:

• Manage and organise the delivery of an effective and responsive helpdesk service which provides first- and second-line specialist support to a range of student administrative systems users adhering to agreed service standards;
• Plan and develop a comprehensive user training programme to meet institutional and user requirements using a range of accessible media such as training workshops, manuals and online training packages aligned to the university’s staff development aims. Regularly evaluate and review the programme in the context of changing learning styles and system user needs;
• Be responsible for managing and motivating a small team of officers to deliver a high quality service, including recruitment and induction, and to develop staff in their individual roles;
• Coordinate the development, communication and maintenance of support and training information and resources accessible to university staff;
• Oversee the processing of system user access requests ensuring that correct procedures are adhered to, and internal standards and security requirements are met;
• Coordinate the configuration and maintenance of student administrative systems and regular system processes including test plans, documenting issues and solutions;
• Actively contribute to business improvement projects linked to the student administrative systems, including the completion of work packages;
• Keep abreast of relevant software and service developments in the higher education sector and deliver improvements to address changing customer and service needs;
• To assist with departmental special projects, events or initiatives appropriate to the grade of this post including but not limited to enrolment, award ceremonies, open days and clearing activity.

General responsibilities

These are standard to all University of Brighton job descriptions.

• To undertake other duties appropriate to the grade and character of work as may be reasonably required, including specific duties of a similar or lesser grade.
• To adhere to the University’s Equality and Diversity Policy in all activities, and to actively promote equality of opportunity wherever possible.
• To be responsible for your own health and safety and that of your colleagues, in accordance with the Health and Safety at Work Act.
• To work in accordance with the Data Protection Act.

The person specification focuses on the knowledge, qualifications, experience and skills (both general and technical) required to undertake the role effectively. Please ensure that your application demonstrates how you meet the essential criteria. You will be assessed by your completed application form (A), at interview (I) and in some instances through an exercise (E).

Essential criteria / A, I, E
Knowledge /

• Knowledge of the student lifecycle and student administration in higher education;
• Ability to plan and prioritise a range of work activities, meeting sometimes conflicting deadlines;
• Ability to communicate confidently, accurately and clearly demonstrating sensitivity and diplomacy when communicating difficult information;
• Confidence to present information to a range of internal colleagues at all levels within the organisation, and external contacts;
• Ability to interpret and present complex information procedures.

/ A, I
A, I
A, I
A, I, E
A, I, E
Qualifications /

• Educated to degree level or equivalent practical application of theoretical knowledge.

/ A
Experience /

• Experience of delivering user-focussed first line support;
• Experience of managing and motivating staff, and coordinating service delivery;
• Experience of delivering training programmes using a variety of methods.

/ A, I
A, I
A, I
Technical/work based skills /

• Excellent computer skills including experience of working with complex databases, Microsoft Office software and web-based systems;
• Technical authoring skills.

/ A, I
A, E
Other requirements /

• Able to work using own initiative, as well as part of a wider team, sharing good practice and developing effective professional relationships with a broad range of colleagues;
• Works proactively, collaboratively and flexibly with others to ensure effective service delivery;
• Demonstrates a practical approach to problem-solving and to the provision of support and guidance;
• Willingness to work flexibly to meet the demands of the post.

/ A, I
A, I
A, I
A
Desirable /

• Professional qualification in training and/or service desk management;
• Knowledge and experience of working with the Tribal SITS and SID systems.

/ A
A

• Any appointment is generally made at the bottom of the salary range for the grade dependent upon experience and previous salary.
• This is a full time, permanent post.
• Annual leave entitlements are shown in the table below and increase after 5 years’ service. In addition, to the eight Bank Holidays, there are university discretionary days between Christmas and New Year. All leave, including bank holidays and discretionary days, is pro-rated for part time employees.

Grades / Basic entitlement per year / Grades / After 5 years’ service
1-3 / 23 days / 1-3 / 28 days
4-7 / 25 days / 4-7 / 30 days
8-9 / 27 days / 8-9 / 30 days

• More information about the department/school can be found hereProfessional Services Departmentsor hereAcademic departments (schools and colleges)
• Read the University’s 2016 - 2021 Strategy
• The University has an attractive range of benefits and you can find more information about them on our website

Date: February 2017