The Research Excellence Framework (REF) is the system for assessing the quality of research in UK higher education institutions, with the most recent exercise concluding in 2021. It is a peer review assessment process involving submissions from higher education institutions across the UK. Research England delivered REF 2021 on behalf of the four UK funding bodies and the results have driven the annual distribution of approximately £2 billion of research funding to UK higher education institutions (HEIs).
PURPOSE
An exciting opportunity to support UK’s next research assessment exercise.
We require systems to be delivered to enable:
Administration of the exercise
The submission of large volumes of research data from all participating HEIs
The dissemination and assessment of all elements of the research data submitted.
We are seeking proactive and passionate support analysts to assist a broad user base with a variety of systems. You will be working in the heart of an agile development team following a user centred design approach.
This is an exciting opportunity for an IT support professional to be exposed to all aspects of software development lifecycle, in a close-knit team.
OUTPUTS & ACTIVITIES
Liaise with users where issue resolution is dependent on their input or action
Proactively resolve complex queries and errors investigating and reporting any REF system related issues, with suggested solutions to the functional specialist leads or process owners
Contribute to the maintenance of an effective and efficient REF systems
Review user guidance documents ensuring they are clear and match with the specification/operation of the systems
Where appropriate identify any standard responses for users of REF systems
Where appropriate identify trends based on customer feedback and analysis of contact data to drive improvement and increase service standards
Provide support to other areas within the REF team, in the systems team
Contribute to meetings where appropriate that are for the benefit of continuous improvement
Share, help and mentor staff from other areas to increase knowledge and expertise across the funding service teams for more flexible working
ASSESSMENT CRITERIA
Experience of a support environment (IT or non-IT)
Excellent verbal and written communication skills
Good analytical and problem-solving skills
Proficient in information technology (IT), including a good working knowledge or MS Outlook, Word, Excel and PowerPoint
Confident supporting users in ad-hoc scenarios, using multiple devices (Microsoft/Apple/Mobile/Tablet)
Proven ability to work flexibly in a small team, demonstrate good teamwork and support for other team members
Strong documentation skills (articles, knowledgebase, videos, training)
General understanding of application areas e.g. front end, back end, database, etc.
Ticket/support system experience
ADDITIONAL INFORMATION
Developing talent:
We are committed to developing employees in their roles throughout their career. Learning and development plans enable employees to continue their professional development through training and development opportunities such as e-learning, classroom training and on-the-job experiences. We encourage our employees to share their learning across teams and organisations.
Benefits:
UKRI can offer the successful candidate:
– Flexible Working
– 30 days annual leave + Public Holidays
– Access to Civil Service Pension Scheme
– Various everyday discounts through our dedicated provider
Visit our dedicated benefits webpage for more info: Benefits of working at UK Research and Innovation (UKRI)
Application URL:
https://www.careersportal.co.uk/UKRI-careers/jobs/ref-support-analyst-4699