They have recently overhauled their People Systems using an Oracle based CMS
The role will require an understanding of the technology and its application to the business. This role is critical to the successful realisation of the benefits of the People & Data Programme. As one of the first contacts our users will engage within the People Systems Support Team, customer focused delivery is key to this role.
The support analyst will be a highly trusted professional who will provide day-to-day operational and help desk support for People System activities. The support analyst will support the Team Leader in developing relationships with internal teams and customers in setting processes and standards for the deployment, tracking/reporting, and maintenance of data and content within the people system. They will work with the wider Data Services team to trouble shoot and resolve operational issues that arise and work with Diocesan Operational Users and staff to maintain data accuracy and integrity. As part of this position, the role holder will be expected to assist the Team Leader in delivering training to enable users to develop skills in effectively using the People System and job vacancy site
MAIN DUTIES AND RESPONSIBILITIES:
- Work supportively and sensitively with colleagues and stakeholders to help them adopt solutions and processes that are unfamiliar
- Deliver virtual and in person support and training to users
- Provide troubleshooting and support for issues and questions related to the people system, its users, and its content, escalating with managed service providers and developers, as appropriate
- Apply urgent changes to records to ensure the National Register is compliant with CDM/Prohibition decisions sensitively and swiftly
- Raising & monitoring Oracle Service Requests
- Applies necessary changes to the security access for Oracle environments in line with policy and procedure
- Occasional support for the other systems which Support Team colleagues have responsibility for, including the Recruitment Applicant Tracking System), and any other systems which the team may take responsibility for in the future.
- Acts as a Data Steward for data in the Boomi integration platform by maintaining Master Data with respect to systems being supported by the team
- Creates support documentation as directed by the Team Leader
- Works with the Projects and Partners function of Data Services to transition new initiatives into Business As Usual status
PERSON SPECIFICATION:
ESSENTIAL
- Fluency in both spoken and written English and holding a high level of numeracy
- Experience in providing support and administration for HR & Payroll systems, cloud-based IT systems and their integrations
- Previous experience of working in a Customer Service environment and can demonstrate delivering customer care.
- Can communicate concepts in a concise, logical manner
- Engages, with confidence, a wide range of customers to establish their needs to support them in using and understanding our variously connected systems
- Possesses a passion for learning and mastering complex system functionality
- Accuracy and attention to detail
- Ability to prioritise customer needs, provide excellent customer service and communicate clearly with users and stakeholders at all levels of the organisation, and with all levels of IT confidence and experience
- Ability to review data for deficiencies and errors, correcting incompatibilities and verifying output
- Flexible and organised approach to work
- A clear communication style both verbally and in writing.
- Flexible and organised approach to work
- Able to use a keyboard for a substantial proportion of the day.
- Comfortable working as part of a team and also under own direction
- Adept at juggling competing priorities
- Confident creator of documentation using Microsoft Word and/or PowerPoint
- Proficient skills in manipulating data, and confident using functions within Microsoft Excel
- Manages data of a sensitive nature with tact, diplomacy and discretion
- Compliance with data integrity and security policies, possessing an understanding of issues surrounding confidentiality.
- Comfortable working remotely for the majority of the time, with occasional visits to the office in Westminster, London.
- Calm and efficient under pressure, retaining a sense of perspective and humour
- Carries out their duties with kindness, compassion and empathy.