Application Support Lead Salary Range: £35,000 - £45,000 per annum Permanent position – Location: Littlemore, Oxford Navitas is a diversified global education provider that offers an extensive range of educational services for students and professionals including university programs, language training, workforce education and student recruitment.
The Application Support Lead role is a key position within the European IT Team, responsible regionally for the ongoing product support of our proprietary Student Management System (SMS). The Application Support Lead is also responsible for managing and refining product change requests, requiring both astute business analysis and advanced communication skills. They will liaise with key business stakeholders and provide support, advice and guidance to new SMS rollouts as required. Daily activities include dealing with escalated support requests, identifying training needs, tracking outstanding problems and keeping Management appraised on SMS performance. This position requires a high level of business process functional knowledge and must have experience in Higher Education. IT experience is not essential for this role however the successful applicant must have the ability to rapidly gain a solid technical understanding of the core system and its related applications. Essential Knowledge of HE business processes Knowledge of training development and delivery methods Ability to assess reported incidents and either provide a resolution or track them through to successful solution by escalating to the appropriate resource Ability to analyse and assess the functional needs of the business units, documenting business process, gap analysis and change requirements where required Ability to work independently, with outstanding communication skills Excellent analytical and troubleshooting skills and relevant product support experience Establish and maintain effective working relationships with key stakeholders and other members of IT Ability to travel when required Desirable Accounting exposure Student Management System experience Familiar with modern Learning and Teaching administration mechanisms, e.g. timetabling Previous system implementation experience Full details can be found in the attached Position Description Applicants must be able to demonstrate that they are eligible to work in the UK on an ongoing basis. Navitas UK is a safeguarding employer and the successful applicant will be required to undergo an enhanced DBS check. What we offer An attractive remuneration package will be negotiated with the successful candidate. The Navitas Group offers outstanding long-term career opportunities within Europe, UK and abroad, and is values driven and an equal opportunity employer. Enquiries and applications including a cover letter and CV, should be sent to Daryll Holland, Head of IT - Europe,
[email protected]. Applications close at 17:00 on Tuesday 8th March 2016.
Position Description Title:
Application Support Lead (Europe)
Division:
Navitas Group IT
Reports to:
IT Services Manager
1. OVERVIEW AND OBJECTIVES OF THE POSITION: The in-house developed campus management software, Navigate, has been rolled out to the SAE Division of Navitas in the UK. Over the next 12-24 months, the system will be rolled out for the use of other business units in the region requiring local support, training and guidance. The Application Support Lead will play a key role in ensuring the ongoing success of the system by ensuring a customer-centric, effective and objective presence at all times. Additional to the core support requirements, the role will be responsible for managing and refining product change requests, requiring both astute business analysis and advanced communication skills. They will liaise with key business stakeholders and provide support, advice and guidance to new SMS rollouts as required. Daily activities include dealing with escalated support requests, identifying training needs, tracking outstanding problems and keeping Management appraised on SMS performance. This position requires a high level of business process functional knowledge and must have experience in Higher Education.
2. KEY RELATIONSHIPS: i. ii. iii. iv. v.
IT Services Manager (UK) Application Support Lead (Australia) Product Manager - Navigate Navigate Project Manager Divisional, Campus and Business Unit Managers
3. OTHER KEY INFORMATION: This position is a permanent position. Full training on Navigate functionality, business processes, rollout toolkits and project/change management deployed in the process will be given to the successful candidate. On the job learning is a key aspect of this role. 4. ESSENTIAL FUNCTIONS: (may include, but are not limited to, the functions listed below) Support 1. Act as an escalation point for system specific incidents and problems that require advanced investigation 2. Maintain a sense of ownership with escalated requests through to successful completion 3. Provide advice and guidance to other IT team members where required 4. Identify knowledge gaps and make recommendations to IT management and stakeholders as required
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Business Process Management 1. Serve as an advocate for Navigate as well as for improved integration and business process reengineering to address out-dated, ineffective, or inefficient business processes with the user community 2. Understand the dependencies and inter-relationships between Navigate processes and modules to improve functional design 3. Develop a high level working knowledge and understanding of the interdependency between Navigate and its integrated third party modules (including Axis, Moodle, SalesForce and Marketo) 4. Develop a thorough understanding of all Navigate system capabilities Business Analysis 1. Analyse changes required to existing business processes to implement and maintain Navigate modules. Outline proposed processes, rationale for changes, training requirements, estimated timelines for implementation, testing strategy and priorities 2. Identify alternative approaches to address issues and take advantage of improvement opportunities. Work with team members to understand potential impact to other system modules and related processes. Validate selected approach with the affected end user community. Document as-is and to-be business process mapping. 3. If necessary, develop Change Request documents outlining proposed changes, rationale for and associated benefits of such changes, description of solution and why it was selected over other options for delivery to the Change Advisory Board for assessment and possible approval. Project Management Assistance 1. Assist with the management of issue and risk logs and associated processes. Update and maintain logs. Identify, assess, and develop proposed solutions for issues and risks. Escalate issues and risks to the direct manager as appropriate. 2. Ensure completion of detailed functional test plans by business unit. Coordinate with other team members to ensure inclusion of other areas in the testing plans as appropriate. Serves as the single point of contact with the Project Manager regarding issues identified in functional testing. 3. Obtain and document required approval at go live time. This includes documented confirmation that all necessary testing has been completed successfully. 4. Perform related duties and responsibilities as required during new business unit rollouts. Training and Change 1. Identify potential risks and anticipated points of resistance and work with stakeholders and other IT staff to mitigate or address the concerns 2. Implement training plans in line with Navitas change management strategy based on site specific requirements, the particulars of the change and the groups being impacted 3. Facilitate instructor lead training using effective methods of engagement 4. Embrace and drive change using influence to overcome barriers and gain support 5. Maintain training documentation through feedback to Training Material Developer
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5. Experience required: Essential
Knowledge of HE business processes Knowledge of training development and delivery methods Ability to assess reported incidents and either provide a resolution or track them through to successful solution by escalating to the appropriate resource Ability to analyse and assess the functional needs of the business units, documenting business process, gap analysis and change requirements where required Ability to work independently, with outstanding communication skills Excellent analytical and troubleshooting skills and relevant product support experience Establish and maintain effective working relationships with key stakeholders and other members of IT Ability to travel when required
Desirable
Accounting exposure Student Management System experience Familiar with modern Learning and Teaching administration mechanisms, e.g. timetabling Previous system implementation experience
Note that due to the nature of this role, some out-of-hours work will be required and flexibility is essential.
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