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Senior SITS Analyst

King’s College London Business Ltd - IT Services

Location: Newquay
Salary: Not Specified
Hours: Full Time
Contract Type: Permanent
Placed On: 6th December 2018
Closes: 6th February 2019

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 Senior support role requires good customer service, responding to support calls and working with the team in the management of the SITS system. The role includes input into business process analysis and 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 Services and King’s College London. You will be responsible for providing professional application life-cycle management and be able to liaise with all service management teams, where appropriate. You will provide technical information support and provision to users, of the SITS Student Information Systems and related systems.

Knowledge of e-vision and SITS client are essential, additional knowledge of SQL, JavaScript or web technology would also be beneficial. The post-holder will be required to use and manage calls through the KSC service desk system and will contribute to 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 IT Application Services role located at Quintdown, and although this role sits within IT Services, we will be looking for the successful applicant to work collaboratively with the whole of IT and the wider university.

IT Services continues to develop and improve service provisions and some involvement around a number of additional and strategically important areas of delivery, may be required, these 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 IT Application Services capability at Quintdown.

Person Specification

Key skills and experience required

Qualifications

  • Educated to degree level or equivalent (D)
  • ITIL foundation or above (D)

Technical

  • Knowledge of SITS Student systems (E)
  • SQL or related database query languages (E)
  • An understanding of Business Systems in a Higher Education environment (D)
  • Problem diagnosis skills (E)
  • 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 (D)
  • 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 (D)
  • 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)
   
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