User Support Analyst (VLE)
University Information Services (UIS) wishes to appoint a User Support Analyst to join the multidisciplinary, and diverse, Teaching, Learning and Assessment (TLA) Systems team, supporting the University's central TLA Systems, primarily our VLE service, Moodle.
You will join a supportive and collaborative team, with a management structure that will invest in, and back up your personal development, learning and professional improvement. The TLA services team is responsible for the central Virtual Learning Environment (Moodle), Lecture Capture (Panopto), Digital Assessment and Academic Integrity (Turnitin). We consist of a Service Manager/Systems Manager, Delivery Manager, Team Leader, Functional Analysts/Business Specialists, Learning Technologists, Technical Developers (Moodle), Support Analysts and Trainers.
Our team work with academics and staff across a wide range of subjects and locations, providing TLA product specific advice, system, user requirements and change analysis, evaluation, testing but also guidance and encouragement to help staff become competent and confident users of the systems across the Institutions and Colleges of the University. You will improve the blended learning experience of students by offering guidance to academics, departmental administrators & computing officers, and provide systems advice to management and university governance groups.
You will play a vital part in the VLE service maintenance as well as expansion as it strives to meet the University's needs. During the annual VLE upgrade cycle, you will participate in evaluating change (including evaluation and testing) and updating help guides. You will be expected to ensure university policy compliance such as data retention, accessibility and GDPR in all calls answered, as well as resolve them in a timely manner.
You will provide 1st line helpdesk support to all-end users, ensuring assigned requests are managed according to procedures, using version control and release management standards and software. You will ensure the user's voice is considered within the service and take charge of basic user training, with a view to expend the TLA online training offering.
Please directly highlight how essential and desirable criteria are met, or what your approach to meeting these would be. You are encouraged to apply even if you do not meet all desirable criteria.
Upon the closing date of the job opportunity, members of the application panel will carefully select a shortlist to invite to interview. As part of the interview process, you may be asked to take part in some exercises. Candidates selected for interview will be informed of these upon invitation to interview.
This post is a permanent position.
Applications are welcome from internal candidates who would like to apply for the role on the basis of a secondment from their current role in the University.
We welcome applications from individuals who wish to be considered for part-time working or other flexible working arrangements.
We particularly welcome applications from women and /or candidates from a BME background for this vacancy as they are currently under-represented at this level in our department.
Click the 'Apply' button below to register an account with our recruitment system (if you have not already) and apply online.
If you are interested in this opportunity and want to know more, please contact Philippine Charaud, Teaching and Learning Systems Team Lead, Philippine.Charaud@uis.cam.ac.uk.
Please quote reference VC46440 on your application and in any correspondence about this vacancy.
The University actively supports equality, diversity and inclusion and encourages applications from all sections of society.
The University has a responsibility to ensure that all employees are eligible to live and work in the UK.