Job Description

Description

Overview

As a member of the Student Application Services team, you will provide the highest standard of IT support to staff and students of Kings' College London.


This role requires good technical skills, an understanding of Higher Education business processes and a desire to improve the service for the SITS system. The role holder will be responsible for providing solutions to incidents and service requests and creating documentation to support service delivery. There will be a requirement to be involved in change activity delivered via SAFE agile.


The post-holder will be expected to work closely, and on their own initiative, with staff across IT Services and King's College London. You will be responsible for providing professional SITS application life-cycle management and be able to liaise with all service management teams, where appropriate. A good knowledge of working in a Higher Education IT environment is essential, as is significant experience of working and resolving issues within the SITS environment.

Accountabilities

This role is located at King's Service Centre in Newquay, Cornwall.
IT Services continues to develop and improve service provisions and some involvement around additional and strategically important areas of delivery, may be required, these include:Annual Upgrade Process and software updates Testing and transition for projects Quality, data and archiving Support portfolio projects Participate in Safe Agile planning and events

Key Skills & Experience Required

(E) - Essential
(D) - Desirable
Educated to degree level or equivalent (D)
ITIL foundation (E)
Knowledge of University processes (E)
In depth knowledge and experience of Student Management Systems, especially SITS and SITS system administration tools (E)
Knowledge of SITS client configuration and support (E)
Problem diagnosis skills (E)
Hands on knowledge of release management and system upgrades (E)
Experience of delivering and managing technology as a service (E)
Experience of working with SRL, Jquery, SQL or PHP tools (D)
Visio, Bizagi and process mapping skills (D)
Ability and skill to pass on knowledge to others (E)

Strong interpersonal, communication and document writing skills, interacting appropriately with users of various technical skill levels, remaining calm and courteous at all times (E)

Ability to adapt quickly to changing technologies and processes (E)
Experience in an agile development role (D)
Understanding of an enterprise / complex support environment (D)
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)

Employee Benefits

Hybrid Working - Minimum of 5 days per month in the office 10% Performance related bonus 30 Days holiday and maximum of 8 public holidays (pro-rata) Sick pay 4 Discretionary Christmas Closure Days Contributory pension scheme Life Assurance cover Service time - 3 Volunteer days per year Free onsite parking & Bike racks Annual leave purchase scheme - up to a maximum of 10 days (subject to national minimum wage requirements) Student Discount (access to Totum, Unidays & Student Beans) CycleScheme TechScheme Opportunities for formal training and professional certification Free access to Linkedin Learning Free access to Future Learn short courses Potential for internal promotion and advancement

Equality, diversity & inclusion

We are an inclusive and welcoming employer that encourages a wide range of applicants. We embrace diversity and want everyone to be able to bring their whole selves to work and succeed.

This is in line with King's College London (KCL).

About King's Service Centre

King's Service Centre is home to an innovative and forward thinking service team supporting the services of King's College London University.

We've brought highly skilled career opportunities to Cornwall since 2015, through recruiting locally, investing in staff training and development, and Apprenticeships.
King's Service Centre provides first-line support to the 50,000 strong King's College London community of students, academics, researchers and professional staff - 24 hours a day, 7 days a week, 365 days a year.

Support provided includes;Estates & Facilities Service Desk IT Service Desk HR & Payroll Service Desk Residences Service Desk Student Service's Service Desk IT Technical support Business Operations
The roles available at King's Service Centre are varied, from Service Desk Analyst and Business Administrator, to Network Engineer or Project Manager.



For all our roles we are open to discussing the possibility of part time work, reduced hours, hybrid working and flexible start and finish times. Unfortunately, we cannot promise to agree to your original request, but we do promise not to judge you for asking and to consider the possibility.