L4 Applications Support apprentice - University of Bristol - £22,214

The main job purpose is to provide tactical advice, training and support on core technology applications (both hardware and software). The role holder will work with internal colleagues and customers, as well as external clients, for effective delivery of application-based products and services.

The Finance and HR Systems Team (FHRSYS) offers support, development and training to all users of the University's Finance and HR Systems, including its integrated ERP system for HR, Finance, Payroll and Procurement (MyERP - Unit4).

The role holder will be working for the FHRSYS Team, providing support across all the functions covered:

· 1st line support

· Systems development activities

· The provision of reports

· Training and support for all systems in scope, Analysis, Reporting and Documentation

· Provide clear and detailed documentation and support for all phases of any project-based work (including instruction guides if applicable).

· Collect and record user requirements from stakeholders, including members of Finance, HR and IT as well as other colleagues from Professional Services or academic departments.

· Diagnose, resolve and recommend improvements to address hardware and software problems and compatibility issues experienced by external clients and customers, including liaison with third party vendors.

· Monitor systems performance, investigate issues, collect performance statistics and create reports using application management software and tools.

Customer Services & Support

· Provide advice and guidance in response to stakeholder requirements.

· Use initiative to interpret user requirements and identify any required amendments to established procedures.

· Document and implement policy and procedures, for example on-boarding and leaver policies, and remote working procedures using a support desk operating platform.

· Categorise and prioritise incoming applications support requests.

· Ensure that all requests for application support are dealt with according to agreed framework and procedures, recommending and implementing support team improvements where necessary.

Planning & Organising

· Maintain application support processes, for example developing workflow plans/technical specification road maps.

· Assisting with developing FHRSYS Team methodologies and using them to structure work.

Liaison

· Liaise with stakeholders to identify any requirements or support that might be needed. Stakeholder groups would include (but not be limited to) Finance, HR and IT.

· Engage with the governance groups to understand their needs and feed these into the strategic development of the wider team, with assistance from colleagues. Governance groups include Product Owners, Super Users and the End-User Group.

· Attending training events as appropriate and directed.

Decision Making

· Devise plans to implement and improve IT infrastructure and application change projects, for example, identifying organisational need for new applications and design and development of existing applications.

· Accepting ownership of changes with focus on user experience.

· Create project plans and assume or designate project management responsibilities.

Problem Solving

· Identify and solve problems including some of a complex nature but seek advice/guidance from line management where necessary.

· Lead and manage upgrades and new technology implementations taking opportunities to speed up deployment through automation and process efficiency.

· Work with initiative to identify best approach to customer support, data management and reporting.

Continuous Improvement

· The post holder will be given the opportunity to learn relevant applications support techniques, methodologies and tools.

· Practise continuous self-learning to keep up to date with technological developments to enhance relevant skills and take responsibility for own professional development

While reporting to the Training manager, the role holder will also be expected to cover duties across all the teams with the aim of gaining an understanding of the team's activity across all its disciplines.

· Ability to demonstrate strong numeracy skills or experience in a professional role with an element of data handling (for example dealing with customer records, application forms, data entry or data management etc).

· Proficiency in MS Office software including MS Word and MS Excel.

· Ability to work independently with guidance and appropriate instruction and to work within defines guidelines.

· A willingness to learn about and implement tactical advice, training and support on core technology applications.

· The ability and willingness to work in a customer-facing role with an ability to understand needs and deliver successful outcomes.

· Ability to maintain ownership of issues (vis-à-vis the internal user/external client) even where elements are escalated to subject matter experts.

· Basic knowledge of Python or SQL will be beneficial.

· Awareness and the willingness to learn about Finance and HR Systems (ERP experience would be a distinct advantage).

· Ability to communicate effectively with people across different backgrounds.

· Ability to demonstrate strong verbal and written communication skills.

· Ability to demonstrate working constructively within a team and individually.

· Motivated, with a desire to learn new skills, IT packages and methodologies.

· Excellent time management and organisational skills, including planning, prioritising and goal setting.

· Analytical and lateral thinking skills with a detail-oriented, methodical, accurate and thorough approach to work.

Requirements

It is a requirement to have five GCSE 9-4 grades or equivalent (including English and Maths) to apply for this type of apprenticeship. If you do not have these grades but have completed numeracy and literacy Key Skills/Functional Skills at level two you may also apply for these apprenticeships. A L3 qualification (such as A Level or BTEC) in computer science or ICT is beneficial.

Eligibility
You must meet the following eligibility criteria to apply for the role:

- Have been a UK/EEA resident for the last 3 years

- Hold valid residency status

- Have the right to work in the UK

1 Orchard Lane, Bristol
Hybrid work
From £22,214 a year - Full-time, Apprenticeship