Systems Support 1^st and 2^nd Line Analyst

Reports to: Systems Support Manager

Location: West London – currently operating an agile working policy with two core days (Mon and Weds) in the office

Contract: Permanent

Pattern: Full Time (standard hours 9am – 5.30pm)

Closing date: 03/03/2023 at 10am

Interviews: Interviews will be arranged as suitable candidates are identified, so early application is strongly advised

Salary: £28,000 to £35,000 (depending on experience)

About the role:

Working as part of the IT, Systems and Data Directorate and reporting to the Systems Support Manager, you will be working in a small, but highly effective team to assist our academies, providing 1^st and 2^nd line technical support for all of the core systems we use across the network.

As part of the first line support team, you will be required to provide ongoing technical support to all stakeholders as and when required, troubleshoot reported problems with our current MIS solutions (Bromcom and ScholarPack) and liaise with the relevant parties to ensure issues are resolved. In addition to supporting our MIS, you will also provide support ticket triage and technical support on all of our core systems and EdTech that we use across the network. The role will also involve championing best practice to ensure consistency and efficiencies.  Working collaboratively with the rest of the team to ensure issues raised are dealt with in a timely manner.

This is a great opportunity to assist our academies in the use of third-party systems such as, but not limited to, Admissions+, iPay, SeeSaw, Hegarty Maths and Senaca. Along with target setting and evaluation tools such as ALPS and FFT.

Key Responsibilities:

• First point of contact for dealing with support Tickets from our schools relating to data systems issues.
• Champion best practice across the MAT
• Work with assessment team to ensure complete and accurate completion of data collections
• Work with Projects team to pilot and/or test new system implementations
• Work with training team to identify areas where more support is required

Key Requirements:

• Good knowledge of Microsoft Office and related packages
• Strong verbal and written communication skills.
• A strong commitment to continuing professional development including learning new skills and IT programmes
• Be self-motivated and resilient, with a “can do” attitude
• Be able to prioritise workload to reflect the priorities of the organisation
• Attention to detail and confident report and documentation skills

View the full job description and person specification here

About Ark

We’re an international charity, transforming lives through education. We exist to give every young person, regardless of their background, a great education and real choices in life. In the UK, we’re a network of 39 schools, educating around 28,500 pupils in areas where we can make the biggest difference and we’re recognised as one of the highest achieving academy groups in the country. We want to change the lives of children everywhere, not just in our own schools. So, we create and incubate Ventures designed not only to help pupils in Ark schools, but also to improve education systems.

You’ll be joining a group of like-minded, ambitious individuals who work collaboratively and are all committed to our core mission, that every child has the potential to succeed. Having just celebrated our 20^th anniversary, we are shaping our goals for the next 20 and there has never been a more exciting time to join us.

Benefits

• 27 days annual leave plus bank holidays, rising with each year of service and full office closure between Christmas and New Year
• Hybrid working, with currently two days a week in our state-of-the-art office in West London working alongside colleagues
• Regular social events, monthly free breakfast, and daily fruit
• A flexible approach to working with understanding and consideration for work life balance and personal commitments
• As an Ark employee, you will have the opportunity to be part of the TPT (The Pension Trust) scheme, our workplace pension scheme where we make an 11% contribution; you are not required to contribute towards this scheme unless you choose to. Depending on your role you may also be entitled to LGPS which is a defined benefit scheme where you contribute a percentage based on how much you earn (as do we) in exchange for a guaranteed amount in your pension pot every year
• Access to high-quality professional learning throughout your career, offering both face-to-face sessions and a bespoke online learning platform
• Access to Ark Rewards scheme offering savings from over 3,000 major retailers, interest-free loans available for season tickets or a bike, gym discounts offering up to 40% off your local gym and free eye tests

Interviews will be arranged as suitable candidates are identified, so early application is strongly advised.

Ark is committed to safeguarding and promoting the welfare of children and young people in its academies. In order to meet this responsibility, its academies follow a rigorous selection process to discourage and screen out unsuitable applicants.  

Ark requires all employees to undertake an enhanced DBS check. You are required, before appointment, to disclose any unspent conviction, cautions, reprimands or warnings under the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975. Non-disclosure may lead to termination of employment. However, disclosure of a criminal background will not necessarily debar you from employment – this will depend upon the nature of the offence(s) and when they occurred. To read more about Ark’s safer recruitment process, please click this link.