Senior Support Analyst

Location: Central Oxford

Senior Support Analyst (Research File Service), IT Services (3-Year Fixed Term)

Spanning the historic streets of the "city of dreaming spires," the University of Oxford has been ranked the world’s leading university for nine consecutive years. A place where centuries of tradition meet world-changing innovation, we offer you the chance to shape the future in an inspiring environment that promotes excellence. Here, you’ll contribute to ground-breaking research tackling global challenges and join a diverse, inclusive community that champions your wellbeing, development, and aspirations.

An exciting opportunity has arisen for a Senior Support Analyst to join us on a fixed-term basis until 31 July 2029. You will provide technical support, consultancy and expertise to researchers across the University, with a particular focus on the Research File Service (RFS), Oxford’s research data storage platform.

The role sits within the Research Support Services Team (RSST) in IT Services. RSST supports a range of services for the University’s research community and plays a key role in research data management across all disciplines. Working closely with colleagues across IT Services and the wider University, you will build effective relationships with researchers of varying technical backgrounds and contribute to a Continuous Improvement (CI) team using agile methodologies to enhance research data storage services.

What We Offer

Working at the University of Oxford includes:

• 38 days' annual leave, with the option to purchase up to 10 additional days.
• Generous maternity and adoption leave.
• Hybrid and flexible working.
• Excellent contributory pension scheme.
• Sustainable travel benefits, including cycle loans, discounted bus travel and season ticket loans.
• Access to a wide range of social, cultural and sports clubs.

About the Role

You will:

• Respond to service requests and incidents, providing expert support and troubleshooting, primarily within a Microsoft environment.
• Advise researchers on data storage and processing, resolving queries or referring them where appropriate.
• Support the testing, deployment and continual improvement of the Research File Service.
• Help identify new service requirements and assess technologies to meet University needs.
• Work with researchers and colleagues across the University to deliver effective research IT support.
• Participate in staff development and undertake other duties appropriate to the role.

About You

You will have experience of research or research support and enjoy applying your knowledge to problem-solving and user support. You will be an excellent communicator, confident working with colleagues and researchers at all levels, and motivated to improve services that underpin world-leading research.

Essential Skills

• Excellent organisational skills and the ability to manage competing priorities.
• Strong analytical and problem-solving skills.
• Self-motivated with the ability to work independently.
• Excellent interpersonal and communication skills, including explaining technical concepts clearly.
• Proven experience of IT systems administration, ideally Windows servers.
• Willingness to develop expertise in relevant technologies.
• Familiarity with Unix/Linux and/or macOS.

Desirable Skills

• Graduate-level analytical and reasoning skills.
• Experience writing support documentation.
• Experience of Continuous Improvement or agile delivery.
• Knowledge of knowledge management or ticketing systems.
• Experience supporting research environments or research data tools such as Python, R, SQL or Globus.

Application Process

Please upload:

• A covering letter/supporting statement (maximum three pages).
• Your CV (maximum three pages).
• Details of two referees.

The closing date for applications is 12 noon on Friday 14 August. Interviews will take place 26–27 August and will be held face-to-face.

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