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REF Support Analyst

Research England

Location: Bristol
Salary: £28,498 UKRI Band C
Hours: Full Time
Contract Type: Fixed-Term/Contract
Placed On: 27th February 2024
Closes: 13th March 2024

Contract type: Fixed Term until December 2029
Location: Westward House, Bristol, BS34 8SR

About us

The Research Excellence Framework (REF) is the system for assessing the quality of research in UK higher education institutions, with the most recent exercise concluding in 2021. It is a peer review assessment process involving submissions from higher education institutions across the UK. Research England delivered REF 2021 on behalf of the four UK funding bodies and the results have driven the annual distribution of approximately £2 billion of research funding to UK higher education institutions (HEIs).

Purpose

An exciting opportunity to support UK’s next research assessment exercise.

We require systems to be delivered to enable:

  • Administration of the exercise
  • The submission of large volumes of research data from all participating HEIs
  • The dissemination and assessment of all elements of the research data submitted.

We are seeking proactive and passionate support analysts to assist a broad user base with a variety of systems. You will be working in the heart of an agile development team following a user centred design approach.

This is an exciting opportunity for an IT support professional to be exposed to all aspects of software development lifecycle, in a close-knit team.

Main outputs and activities

  • Take full ownership of incoming contact enquiries and follow through to successful resolution following investigation on a range of system queries.  Where applicable transfer queries to the policy team for resolution
  • Liaise with users where issue resolution is dependent on their input or action
  • Proactively resolve complex queries and errors investigating and reporting any REF system related issues, with suggested solutions to the functional specialist leads or process owners
  • Contribute to the maintenance of an effective and efficient REF systems
  • Review user guidance documents ensuring they are clear and match with the specification/operation of the systems
  • Where appropriate identify any standard responses for users of REF systems
  • Where appropriate identify trends based on customer feedback and analysis of contact data to drive improvement and increase service standards
  • Provide support to other areas within the REF team, in the systems team.
  • Contribute to meetings where appropriate that are for the benefit of continuous improvement
  • Share, help and mentor staff from other areas to increase knowledge and expertise across the funding service teams for more flexible working
  • Provide support for system releases at appropriate times including assisting with User Acceptance Testing (UAT)
  • There are several systems and associated information to enable the REF to run. Instruction will be provided as part on induction, and you will be involved in the development/testing of systems to aid onboarding. The following list applies:
    • REF admin system
    • Submission system (used by HEIs)
    • Panel members’ website (used by Panel members)

Systems in use:

  • Microsoft (Outlook, Excel, Word, PowerPoint)
  • SharePoint
  • Zoom/Email/Teams
  • Freshdesk
  • Jira/Confluence

Please apply via the ‘Apply’ button above

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