JOB DESCRIPTION - Falmouth University

JOB DESCRIPTION

Job Title: Project Support Officer (Business Analyst)

Grade: G

Responsible to: Project Manager

Job Purpose:

A full-time Project Support Officer (Business Analyst) is required to support the development and implementation of a new student support services system, SID. FX Plus provide a range of Student Support Services and SID is a Customer Relationship Management system that provides enquiry management, case management, diary management, queue management and a knowledgebase with FAQs.

The temporary fixed term 12 month paid role would be suitable for a recent graduate who wishes to gain experience working in a modern professional environment in preparation to pursue a career in project management or business analysis.

This role will involve assisting with the development of Frequently Asked Questions as a knowledge base, assisting with system testing and providing trouble-shooting support to users. It will involve process analysis, production of process maps and recommendations for change to maximise use of the system. Supporting the development of SID will provide the applicant with a valuable insight into the review and development of software implementation.

The role will involve becoming proficient with SID, supporting the Project team in the implementation, working with the services involved to ensure the system is a good fit for them, and providing trouble-shooting support to users on a daily basis. You will be expected to liaise with non-technical users, being able to explain things in non-technical terms, and this is a post that will require a mix of good IT literacy and a high degree of patience and empathy with non-technical system users.

Main Duties and Responsibilities:

To develop the FAQ knowledge base for Student Support Services, discussing the requirements for each team.

To act as a quick response trouble shoot guide to a range of teams using the system.

Develop training materials to include online video tutorials and written documentation guides for both staff and student users.

Deliver training and coaching sessions to a number of users, either on a one to one or one to many basis.

Identify ways in which processes may be improved and put forward such proposals for the project manager to consider.

Contribute to formal process reviews to help enable our teams to become more efficient in their processes.

To be clear, assertive and patient communicator.

Maintain student confidentiality where necessary

Carry out any other duties and projects as required by the Project Manager, commensurate with the level of the post.

To maintain a first class level of customer service ensuring that all customers are treated efficiently and in an appropriate manner.

To work within the relevant legislation, policies and procedures.

To participate in the Annual Performance Development Review Process.

To actively support equality and diversity policies of Falmouth Exeter Plus.

To attend training courses as identified and agreed for appropriate development.

Working within the Health and Safety at Work Act, the postholder has a legal duty to take reasonable care for Health and Safety both for themselves and others who may be affected by their actions. They are also required to undertake Health and Safety training commensurate with the level required by the post and to take part in risk assessment procedures and the implementation of agreed recommended work practices within the area.

Undertaking other duties not specifically stated which from time to time are necessary without altering the nature or level of responsibility.

PERSON SPECIFICATION Post Title:

Attributes Education / Qualifications Experience / Knowledge

Skills / Personal Requirements

Essential Requirements

Hold an undergraduate degree

Highly IT literate and proficient with common applications such as MS Office and web-based applications

Desirable Requirements

An understanding of change management and how it can affect different people in different ways

Experience of using a customer relationship or enquiry management system in a large organisation

An understanding of access databases

Teaching or training experience

Highly IT literate

The ability to see how use of IT can improve process and efficiency

High levels of patience, allowing users the time to grasp concepts not familiar to them ? supporting colleagues' in their learning of new and dynamic systems

Enjoy problem solving and finding solutions in process and IT

Enthusiastic and positive, welcoming of change

Ability to work under your own steam

A methodical approach to process; an aptitude for accuracy and attention to detail

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