Application Support Analyst
We are looking for a full-time Application Support Analyst to join us here at UWE to support the main applications used by staff and students at the University. These include our student records applications, submission application, Microsoft Sharepoint and our own in-house application MyUWE.
We can offer a competitive salary, great working environment, up-to-date training and development and the opportunity to work remotely – we are currently working in a Hybrid model so need you on-site twice a week and occasionally for maintenance activities, workshops, etc. (please only apply if you are in a commutable distance from our Frenchay campus).
Working in a team of 9, we provide a second line support desk providing in-depth support for configuration and data within the Applications. Although not developing the applications themselves we are seeking to be the last stage of support before involving our development teams who we liaise with regularly. We strive to resolve as many issues as we can without escalating to development, this includes directly working with staff and students from various parts of the University.
Our list of supported applications is growing and we are looking to shortly pick up support for PowerApps and AI as the use of those applications grows within the University.
About the role
Act as a support analyst for the University’s main applications, encompassing both in-house and third-party applications. This role involves talking to staff and students about their issues through various channels aiming to resolve their IT problems as quickly and efficiently as possible.
The key objectives are in the delivery of a successful application support capability, through the provision and application of specialist application support skills, supporting problem management with root cause analysis, acting as point of escalation for the Service Desk Teams and escalating to 3rd line development or 3rd party organisations as appropriate. You will be trained in the applications that you will be supporting although any previous experience of Blackboard or any of our other systems e.g. Sharepoint Online would be an advantage.
You will also be required to provide technical advice to ITS colleagues (including Senior management) on the requirements for effective operational and technical management, tools, framework, impact of changes, transition planning and future development implications.
Key Responsibilities:
* Technology application - Act as the technical authority, advising on the application and implementation of technologies.
* Technical delivery - Collaborate with Principal Engineers and Enterprise Architects to identify technical solutions, design systems, and take ownership of technical delivery.
* Systems expertise - Provide technical expertise and knowledge transfer as part of the ITS team, including supporting application development and testing for new or upgraded systems.
* Problem solving - Serve as a point of technical escalation for problems and significant incidents, responding within agreed SLAs. Apply fixes and workarounds as needed, advising senior team members on preferred solutions, implications, and risks.
* Communication - Escalate and communicate significant risks to stakeholders, detailing potential business impacts.
* Infrastructure maintenance – Perform ongoing maintenance and complex changes to IT infrastructure and systems.
About you
The successful candidate will have hands-on experience/expertise in the following:
* Expertise in using Microsoft Windows, Teams and Outlook and other aspects of the Microsoft Office Suite.
* Experience in IT Support in a complex organisation.
* Experience of incident and problem management for complex multiuser systems.
* Excellent communication skills with the ability to work with technical and non-technical staff.
* A logical, patient, problem-solving mindset with the ability to stay calm when others may be becoming stressed or impatient for a resolution.
* The ability to maintain good positive relationships with internal and external partners.
* Someone keen and open to learn new things, to be innovative and pro-active within their role as part of being in the team involves aiming to reduce problems through providing knowledge articles and guidance to teams in the university who are supporting the use of the applications by staff and students.
Where is this role based?
This post is based at our lively Frenchay campus where we have invested in the latest facilities and resources to give both our staff and students access to everything they need to succeed.
Why UWE Bristol?
We are one of the largest providers of Higher Education in the South West with 38,000 students and 4,000 staff from right across the globe. Based in Bristol, one of the UK’s most exciting and forward-thinking cities, we are regionally embedded and globally connected, with an established network of employer and academic partners.
We offer a wide range of employee benefits including progressive pay rates, generous annual leave and career average pension schemes as well as retail savings, onsite nursery and opportunities for training and personal development.
UWE Bristol recognises the power of a truly diverse university community. We are proud to be part of a vibrant, multicultural city that celebrates diversity, we’re always looking for talented people from all backgrounds to join us. Our people are our strength, and diversity enhances our creativity and leads to better decision-making and problem-solving. Bring your talent and ambition to our growing community and find yourself in a stimulating and supportive environment where you’ll thrive.
We particularly encourage applications from global majority and female candidates as we are currently under-represented in this area of the organisation, however all appointments are made strictly on individual merit.
As a Disability Confident employer, we welcome applications from those who identify as having a disability.
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