Applications Analyst

Hybrid (Minimum 5 Days a Month Office Working Requirement)

Overview Of Role

This role is within the Student Applications Service team who provide the highest standard of IT application support to staff and students at King’s College London.

The Analyst role requires good customer service, responding to support calls and working with the team in the management of the student application systems. The role provides 2^nd line IT support for SITS, Admissions Portal, timetabling and other systems supporting the student lifecycle.

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 3^rd line support where appropriate. You will provide semi-technical information, support and provision, to users of the university management systems.

Knowledge of Student management systems, admissions processes and timetabling systems are desirable. Experience supporting windows sql server, 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 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 an Application Services support role located at Quintdown, where the area of accountability will develop to meet requirements.

Possible involvement around a number of additional and strategically important areas of delivery, might include:

• Being involved in any annual upgrade processes and regular software updates
• Working with the test team to ensure successful release management
• Monitoring and responding to system alerts
• Reporting on any issues relating to university information quality, data and archiving
• Identifying areas for improvement and occasional support for development projects

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 student management systems (D)

SQL or related database query languages (D)

An understanding of IT 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 (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, always remaining calm and courteous (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)

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