Junior Systems Analyst

Systems Analysis

• Help monitor system operations, flagging potential issues so they can be resolved before they affect customers.
• Assist senior colleagues in analysing the performance of our software, applications and

infrastructure, and learn how improvements are identified and prioritised.

• Support the team in mapping our higher education customers’ student recruitment processes

and understanding where these intersect with technology.

• Contribute to scoping and documenting integrations between customer systems, with

guidance from the wider team.

• Take part in regular system audits and help gather user requirements.

Customer support

• Provide first-line technical support to end-users, troubleshooting straightforward system issues.
• Escalate more complex issues to the appropriate colleagues, and follow them through until the customer has a resolution.
• Help write and maintain user guides and documentation.
• Support customer training sessions, building towards delivering your own as your confidence

grows.

Cross-departmental collaboration

• Help relay information between customers and our internal development team, learning to

translate technical detail into plain English.

• Support colleagues on system deployments and improvement projects.

Data analysis & reporting

• Help track support request trends and system performance, spotting recurring issues.
• Prepare straightforward reports on support volumes, system efficiency and customer feedback

• A degree, relevant qualification, apprenticeship or equivalent practical experience. We welcome applicants from non-traditional backgrounds.
• An interest in systems, data and technology, demonstrated through study, personal projects,

placements, part-time work or volunteering.

• Comfortable using software applications, and keen to learn how systems, databases and

cloud-based tools fit together.

• An analytical mind. You enjoy spotting patterns and working out why something isn’t behaving as expected.

Essential

• Clear written and verbal communication, and a genuine willingness to work with clients daily.
• A methodical approach to problems, and the confidence to ask questions when something isn’t clear.
• Good organisation, with the ability to manage several tasks at once and keep track of your own priorities with support.
• Enthusiasm for learning new tools and platforms quickly.

Desirable

• Any exposure to CRM or SaaS platforms, whether through study, work or self-teaching.
• Awareness of CRMs such as Slate, Salesforce, Dynamics 365 or HubSpot.
• Basic familiarity with scripting or programming, or an interest in picking it up.
• An interest in higher education, student recruitment or digital marketing.
• Any experience of support ticketing systems.

Skills & competencies

• Curiosity and a problem-solving mindset. You like working out how things fit together.
• Strong customer service instincts, with patience when explaining things to non-technical users.
• Able to work calmly when several things need attention at once.
• Clear, friendly communication, written and verbal.
• Openness to feedback and a desire to keep improving.
• Reliability. Colleagues and customers can count on you to follow things through.

• Competitive salary and benefits package.

• Opportunities for career development and continuous learning.

• A collaborative work environment where your input will help shape the future of our systems and customer success.