Support Analyst

We are looking for a full-time Application Support Analyst to join us here at UWE to support the main applications used by staff and students at the University. These include our student records applications, submission application, Microsoft Sharepoint and our own in-house application MyUWE., Working in a team of 9, we provide a second line support desk providing in-depth support for configuration and data within the Applications. Although not developing the applications themselves we are seeking to be the last stage of support before involving our development teams who we liaise with regularly. We strive to resolve as many issues as we can without escalating to development, this includes directly working with staff and students from various parts of the University.

Our list of supported applications is growing and we are looking to shortly pick up support for PowerApps and AI as the use of those applications grows within the University.

About the role

Act as a support analyst for the University's main applications, encompassing both in-house and third-party applications. This role involves talking to staff and students about their issues through various channels aiming to resolve their IT problems as quickly and efficiently as possible.

The key objectives are in the delivery of a successful application support capability, through the provision and application of specialist application support skills, Supporting the problem management with root cause analysis, acting as point of escalation for the Service Desk Teams and escalating to 3rd line development or 3rd party organisations as appropriate. You will be trained in the applications that you will be supporting although any previous experience of Blackboard or any of our other systems e.g. Sharepoint Online would be an advantage.

You will also be required to provide technical advice to ITS colleagues (including Senior management) on the requirements for effective operational and technical management, tools, framework, impact of changes, transition planning and future development implications.

Here are some tasks you can expect to be involved in as a Senior Platforms Engineer:

Technology application - Act as the technical authority, advising on the application and implementation of technologies.
Technical delivery - Collaborate with Principal Engineers and Enterprise Architects to identify technical solutions, design systems, and take ownership of technical delivery.
Systems expertise - Provide technical expertise and knowledge transfer as part of the ITS team, including supporting application development and testing for new or upgraded systems.
Problem solving - Serve as a point of technical escalation for problems and significant incidents, responding within agreed SLAs. Apply fixes and workarounds as needed, advising senior team members on preferred solutions, implications, and risks.
Communication - Escalate and communicate significant risks to stakeholders, detailing potential business impacts.
Infrastructure maintenance - Perform ongoing maintenance and complex changes to IT infrastructure and systems.

The successful candidate will have Hands-on experience/expertise of the following:

Expertise in using Microsoft Windows, Teams and Outlook and other aspects of the Microsoft Office Suite.
Experience in IT Support in a complex organisation
Experience of incident and problem management for complex multiuser systems
Excellent communication skills with the ability to work with technical and non-technical staff.
A logical, patient, problem-solving mindset with the ability to stay calm when others may be becoming stressed or impatient for a resolution.
The ability to maintain good positive relationships with internal and external partners.
Someone keen and open to learn new things, to be innovative and pro-active within their role as part of being in the team involves aiming to reduce problems through providing knowledge articles and guidance to teams in the university who are supporting the use of the applications by staf and students., Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to .

We can offer a competitive salary, great working environment, up-to-date training and development and the opportunity to work remotely - we are currently working in a Hybrid model so need you on-site twice a week and occasionally for maintenance activities, workshops, etc. (please only apply if you are in a commutable distance from our Frenchay campus).