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Business Systems Support Analyst- 2 year Fixed Term Contract IT Services ensures the University of Oxford has the robust, reliable, and high-performing IT facilities we require to support the distinctive needs of those engaged in teaching, learning, and research. System Support Analysts provide a vital contact point for users throughout the Collegiate University for key Business Service applications and work within Resolver Teams. What We Offer As an employer, we care about our employees’ wellbeing and this is reflected in the range of benefits that we offer including: Flexible hybrid working model An excellent contributory pension scheme 38 days annual leave A comprehensive range of childcare services Family leave schemes Cycle loan scheme Discounted bus travel and Season Ticket travel loans The University also runs an enormous amount of social groups and sports clubs for those looking for more than just a great place to work. About the Role You will take ownership of support incidents for a small number of business systems, carrying out the analysis and testing necessary to identify solutions or system enhancements. As the key point of contact, you will build strong relationships with our colleagues within Research Services who are the Process and Business Owners of the Research Administration Systems, as well as colleagues within The Card Office, and the Bodleian Library Admissions Office who are responsible for the production of membership cards for staff, students, and visitors. This is a new post and although it is initially advertised as a 2 year fixed term post, it is anticipated that this will become a permanent post once the project phase is completed. About You You will need experience of implementing and supporting systems software, ideally in acomplex and diverse organisation. You will have excellent written and verbal communication skills, including the ability to relate effectively to users at all levels of seniority. Strong analysis and problem-solving skills are also essential. A detailed job description is available. We would welcome applications from candidates who might not yet meet all the criteria, but who can demonstrate the ability to develop the required skills. Application Process You will be required to upload a supporting statement, CV and the details of two referees as part of your online application. The closing date for applications is 12 noon on Friday 29 November. Interviews will take place on the week commencing 09 December and will be face to face in Central Oxford.
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Job Description _________________________________________________________________________ Summary Job title Business Systems Support Analyst Division University Administration and Services (UAS) Department IT Services Location Central Oxford Grade and salary Grade 7: £38,674 - £46,913 with a discretionary range up to £51,059 per annum Hours Full time (37.5 hours) Contract type Fixed-Term- 2 years Reporting to The Head of Business Systems Support Vacancy reference 175175 Additional information We would welcome applications from candidates who might not yet meet all the criteria, but who can demonstrate the ability to develop the required skills. The role This is a new post and although it is initially advertised as a 2 year fixed term post, it is anticipated that this will become a permanent post once the project phase is completed. The Analysts’ substantive reporting line will be to the Head of the Business Systems Support Team. It is envisaged that most of the time the analyst would work within this team supporting Research Administration Systems and the University Card System. Business Systems Support resides within the wider Customer Services Group. Support Analysts provide a vital contact point for users throughout the Collegiate University for key Business Service applications and work within Resolver Teams. These teams are staffed with experienced individuals whose activities include IT Incident investigation, analysis, workaround provision, solution development and implementation, along with application security management, communication and liaison with suppliers, in-depth problem handling through IT Problem Management, and IT Change implementation. They will also provide backup for the service desk function as and when required. They will need to build strong relationships with colleagues within Research Services who are the Process and Business Owners of the Research Administration Systems, as well as colleagues within The Card Office, and the Bodleian Library Admissions Officer who are responsible for the production of membership cards for staff, students, and visitors. On occasion the Analyst could be attached to a project. The skills and experience of the individual, and their ability to adapt these skills to a new product or project, would be the main factors determining assignments made. These attachments would vary in duration, from a few months to more than one year. The assignments would normally be at the substantive grade for this role, but where appropriate an assignment could be made to a higher grade. Responsibilities In relation to Resolver Team Support: • Take ownership of support incidents that members of the service desk cannot resolve unaided. Carry out the analysis and testing necessary to identify a solution and document the outcome. This will be used to form an effective knowledge base for use within the team, ensuring that other team members understand the solution. Where a solution cannot be achieved escalate the incident to the appropriate support team or vendor and work with them until a resolution is found. • Take the functional lead role for one or more of the Business Systems. Be the key point of contact for problems, enhancements, changes and upgrades. Work closely with colleagues in both the team and Research Services or The Card Office to ensure that the system implications of any proposed process or system changes are fully understood and tested. This includes assisting with documenting and communicating any revised business or system changes. • Use their expertise and knowledge of Business Systems to participate and advise as required in formal and informal discussions with business colleagues and end users (e.g. through user groups), to identify potential enhancements and resolve specific operational issues with those systems. Specify, test and implement configuration changes including security profile and access changes, working to Change Management procedures as defined for IT Services. • Write new or amend existing functional specifications or enhancements to systems interfaces, data loads or reports as required. Agreement of specifications with the business and technical teams. Assistance with the configuration of end user reporting tools to ensure that the delivery of reports, or the production of one-off SQL scripts for data analysis purposes. • Carry out service-related operations and fulfilment tasks, such as adding / removing application users and maintain end-user and analyst guidance • Manage application configuration, including some basic customisations written in JavaScript • When required, work with the Testing Team on specifications of system test scripts to be agreed and executed. Support and participation with acceptance testing of process, procedures, packages, enhancements, and interfaces as necessary. • Manage own workload and prioritise tasks to ensure that a high level of service to end users is maintained and that work is carried out in an efficient and cost-effective manner; • To support compliance with relevant legislation including the UK Data Protection Act 2018, UK GDPR and Freedom of Information Act; and with regulations, policies and guidance such as the University’s approach to information security. To undertake other reasonable duties as requested by the Head of the Business Systems Support Team. • . Job Description 175175 – Business Systems Support Analyst 2 In relation to the Service Desk Cover: • • • • To act as the first point of contact for users and other members of University staff seeking assistance from the Support Team, usually only as a backup for permanent first line support resources, but as one of a pool of resources who can act as experienced points of reference for service desk resources when necessary; In accordance with pre-determined incident management procedures, to maintain the call-logging procedures, recording details of all calls received in the University’s call management system (currently OSM), and utilise responses to develop an effective knowledge base for use within the team. To obtain a full and thorough working knowledge of the details and obligations of the Service Level Agreements (SLAs) and then apply them to every user call, negotiating and agreeing priority levels and response times appropriately. To prioritise multiple incidents and queries in accordance with agreed business priorities, in the face of potentially demanding senior officers and other users, whilst also seeking to prioritise tasks to achieve good customer satisfaction. Selection criteria Essential selection criteria • A good level of education, a degree or relevant experience • Experience of implementing and supporting packaged business systems software in a complex and diverse organisation, preferably within Higher Education • Experience of working in either a Service Desk, Resolver Group, or a Business Analysis role • Demonstrated ability or willingness to operate in a multi-product environment • Excellent written and verbal communication skills, including the ability to relate effectively to users at all levels • Confident use of the MicrosoftTM Office toolset, email and web browsers • Proven track record of successfully managing and prioritising their own work load • Experience of coaching and mentoring less experienced members of a team to help increase their system or process knowledge • Excellent analysis and problem-solving skills • Strong interpersonal skills Desirable selection criteria • ITIL qualification would be beneficial, as well as experience of working in a service managed environment • Experience of writing SQL and/or JavaScript • Experience of working in projects to a recognised methodology such as PRINCE2 or Agile . Pre-employment screening Standard checks If you are offered the post, the offer will be subject to standard pre-employment checks. You will be asked to provide: proof of your right-to-work in the UK; proof of your identity; and (if we haven’t done so already) we will contact the referees you have nominated. You will also be asked to complete a health declaration so that you can tell us about any health conditions or disabilities for which you may need us to make appropriate adjustments. Job Description 175175 – Business Systems Support Analyst 3 Please read the candidate notes on the University’s pre-employment screening procedures at: https://www.jobs.ox.ac.uk/pre-employment-checks About the University of Oxford Welcome to the University of Oxford. We aim to lead the world in research and education for the benefit of society both in the UK and globally. Oxford’s researchers engage with academic, commercial and cultural partners across the world to stimulate high-quality research and enable innovation through a broad range of social, policy and economic impacts. We believe our strengths lie both in empowering individuals and teams to address fundamental questions of global significance, while providing all our staff with a welcoming and inclusive workplace that enables everyone to develop and do their best work. Recognising that diversity is our strength, vital for innovation and creativity, we aspire to build a truly diverse community which values and respects every individual’s unique contribution. While we have long traditions of scholarship, we are also forward-looking, creative and cutting-edge. Oxford is one of Europe's most entrepreneurial universities and we rank first in the UK for university spin-outs, and in recent years we have spun out 15-20 new companies every year. We are also recognised as leaders in support for social enterprise. Join us and you will find a unique, democratic and international community, a great range of staff benefits and access to a vibrant array of cultural activities in the beautiful city of Oxford. For more information, please visit www.ox.ac.uk/about/organisation. IT SERVICES The role of IT Services is to ensure that the University of Oxford has the robust, reliable, and high-performing IT facilities it requires to support the distinctive needs of those engaged in teaching, learning, research, administration and strategic planning. IT Services, headed by the University’s Chief Information Officer, has around 320 staff across 2 buildings, an annual revenue budget of £22m and an IT capital plan of £60M across three years. The department is divided into groups covering infrastructure services, projects and programmes, software development, and customer services. Our aim is to attract and retain a workforce that is diverse, skilled, creative, and committed. We encourage flexibility in how we work, and welcome part time and flexible working arrangements. As a department we encourage a culture where we respect each other, are accountable for what we do, where we collaborate, give and receive constructive feedback and challenge one another. IT Services is a place where we value and recognise both our own and the contributions of others. By doing so we want to create a great culture to work in and a place where we all feel we belong. For more information please visit: http://www.it.ox.ac.uk/ University Administration and Services (UAS) University Administration and Services (UAS) is the collective term for the professional services departments of the University. UAS comprises structures to: • • • support the University’s core academic purposes of teaching, learning and research; ensure the University can meet the requirements of government, funding bodies and other external agencies; and facilitate the attainment of the objectives set out in the University’s Strategic Plan. The offices of the UAS sections are spread across the city centre, with the main University Offices located in Wellington Square. Job Description 175175 – Business Systems Support Analyst 4 For more information please visit: http://www.admin.ox.ac.uk How to apply Applications are made through our online recruitment portal. Information about how to apply is available on our Jobs website https://www.jobs.ox.ac.uk/how-to-apply. Your application will be judged solely on the basis of how you demonstrate that you meet the selection criteria stated in the job description. As part of your application you will be asked to provide details of two referees and indicate whether we can contact them now. You will be asked to upload a CV and a supporting statement. The supporting statement must explain how you meet each of the selection criteria for the post using examples of your skills and experience. This may include experience gained in employment, education, or during career breaks (such as time out to care for dependants) Please upload all documents as PDF files with your name and the document type in the filename All applications must be received by midday UK time on the closing date stated in the online advertisement. Information for priority candidates A priority candidate is a University employee who is seeking redeployment because they have been advised that they are at risk of redundancy, or on grounds of ill-health/disability. Priority candidates are issued with a redeployment letter by their employing department(s). If you are a priority candidate, please ensure that you attach your redeployment letter to your application (or email it to the contact address on the advert if the application form used for the vacancy does not allow attachments). If you need help Application FAQs, including technical troubleshooting advice is available at: https://staff.web.ox.ac.uk/recruitment-support-faqs Non-technical questions about this job should be addressed to the recruiting department - HR@it.ox.ac.uk To return to the online application at any stage, please go to: www.recruit.ox.ac.uk. Please note that you will receive an automated email from our online recruitment portal to confirm receipt of your application. Please check your spam/junk mail if you do not receive this email. Job Description 175175 – Business Systems Support Analyst 5 Important information for candidates Data Privacy Please note that any personal data submitted to the University as part of the job application process will be processed in accordance with the GDPR and related UK data protection legislation. For further information, please see the University’s Privacy Notice for Job Applicants at: https://compliance.admin.ox.ac.uk/job-applicant-privacypolicy. The University’s Policy on Data Protection is available at: https://compliance.admin.ox.ac.uk/dataprotection-policy. The University’s policy on retirement The University operates an Employer Justified Retirement Age (EJRA) for very senior research posts at grade RSIV/D35 and clinical equivalents E62 and E82 of 30 September before the 70th birthday. The justification for this is explained at: https://hr.admin.ox.ac.uk/the-ejra. For existing employees on these grades, any employment beyond the retirement age is subject to approval through the procedures: https://hr.admin.ox.ac.uk/the-ejra. There is no normal or fixed age at which staff in posts at other grades have to retire. Staff at these grades may elect to retire in accordance with the rules of the applicable pension scheme, as may be amended from time to time. Equality of opportunity Entry into employment with the University and progression within employment will be determined only by personal merit and the application of criteria which are related to the duties of each particular post and the relevant salary structure. In all cases, ability to perform the job will be the primary consideration. No applicant or member of staff shall be discriminated against because of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation. Job Description 175175 – Business Systems Support Analyst 6 Benefits of working at the University Employee benefits University employees enjoy 38 days’ paid holiday, generous pension schemes, travel discounts, and a variety of professional development opportunities. Our range of other employee benefits and discounts also includes free entry to the Botanic Gardens and University colleges, and discounts at University museums. See https://hr.admin.ox.ac.uk/staff-benefits University Club and sports facilities Membership of the University Club is free for all University staff. The University Club offers social, sporting, and hospitality facilities. Staff can also use the University Sports Centre on Iffley Road at discounted rates, including a fitness centre, powerlifting room, and swimming pool. See www.club.ox.ac.uk and https://www.sport.ox.ac.uk/. Information for staff new to Oxford If you are relocating to Oxfordshire from overseas or elsewhere in the UK, the University's Welcome Service website includes practical information about settling in the area, including advice on relocation, accommodation, and local schools. See https://welcome.ox.ac.uk/ There is also a visa loan scheme to cover the costs of UK visa applications for staff and their dependents. See https://staffimmigration.admin.ox.ac.uk/visa-loan-scheme Family-friendly benefits With one of the most generous family leave schemes in the Higher Education sector, and a range of flexible working options, Oxford aims to be a family-friendly employer. We also subscribe to the Work+Family Space, a service that provides practical advice and support for employees who have caring responsibilities. The service offers a free telephone advice line, and the ability to book emergency back-up care for children, adult dependents and elderly relatives. See https://hr.admin.ox.ac.uk/my-family-care Childcare The University has excellent childcare services, including five University nurseries as well as University-supported places at many other private nurseries. For full details, including how to apply and the costs, see https://childcare.admin.ox.ac.uk/ Disabled staff We are committed to supporting members of staff with disabilities or long-term health conditions. For further details, including information about how to make contact, in confidence, with the University’s Staff Disability Advisor, see https://edu.admin.ox.ac.uk/disability-support Staff networks The University has a number of staff networks including the Oxford Research Staff Society, BME staff network, LGBT+ staff network and a disabled staff network. You can find more information at https://edu.admin.ox.ac.uk/networks The University of Oxford Newcomers' Club The University of Oxford Newcomers' Club is an organisation run by volunteers that aims to assist the partners of new staff settle into Oxford, and provides them with an opportunity to meet people and make connections in the local area. See www.newcomers.ox.ac.uk. Oxford Research Staff Society (OxRSS) A society run by and for Oxford University research staff. It offers researchers a range of social and professional networking opportunities. Membership is free, and all researchers employed by Oxford University are welcome to join. Subscribe at researchstaff-subscribe@maillist.ox.ac.uk to join the mailing list to find out about upcoming Job Description 175175 – Business Systems Support Analyst 7 events and other information for researchers, or contact the committee on committee@oxrss.ox.ac.uk. For more information, see www.ox.ac.uk/oxrss, Twitter @ResStaffOxford, and Facebook www.facebook.com/oxrss. Job Description 175175 – Business Systems Support Analyst 8
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Job Description 175175 - Business Systems Support Analyst
**Business Systems Support Analyst- 2 year Fixed Term Contract** IT Services ensures the University of Oxford has the robust, reliable, and high-performing IT facilities we require to support the distinctive needs of those engaged in teaching, learning, and research. System Support Analysts provide a vital contact point for users throughout the Collegiate University for key Business Service applications and work within Resolver Teams. **What We Offer** As an employer, we care about our employees’ wellbeing and this is reflected in the range of benefits that we offer including: * Flexible hybrid working model * An excellent contributory pension scheme * 38 days annual leave * A comprehensive range of childcare services * Family leave schemes * Cycle loan scheme * Discounted bus travel and Season Ticket travel loans The University also runs an enormous amount of social groups and sports clubs for those looking for more than just a great place to work. **About the Role** * You will take ownership of support incidents for a small number of business systems, carrying out the analysis and testing necessary to identify solutions or system enhancements. * As the key point of contact, you will build strong relationships with our colleagues within Research Services who are the Process and Business Owners of the Research Administration Systems, as well as colleagues within The Card Office, and the Bodleian Library Admissions Office who are responsible for the production of membership cards for staff, students, and visitors. * This is a new post and although it is initially advertised as a 2 year fixed term post, it is anticipated that this will become a permanent post once the project phase is completed. **About You** * You will need experience of implementing and supporting systems software, ideally in acomplex and diverse organisation. * You will have excellent written and verbal communication skills, including the ability to relate effectively to users at all levels of seniority. * Strong analysis and problem-solving skills are also essential. A detailed job description is available. We would welcome applications from candidates who might not yet meet all the criteria, but who can demonstrate the ability to develop the required skills. **Application Process** You will be required to upload a supporting statement, CV and the details of two referees as part of your online application. The **closing date** for applications is **12 noon on Friday 29 November.** **Interviews** will take place on the **week commencing 09 December** and will be face to face in Central Oxford.
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