Hybrid Internal Applicants Only - Systems Support Developer Analyst bei Cardiff University
Cardiff University · Cardiff, Vereinigtes Königreich · Hybrid
- Professional
- Optionales Büro in Cardiff
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This post is currently open to employees of Cardiff University only. Please do not apply if you do not have a current contract of employment with the University.
Internal Applicants Only - Systems Support Developer/Analyst (CRM)
Cardiff University has a vacancy for a Systems Support Analyst/Developer within the IT team that looks after CRM platforms including SaaS based systems, alongside Microsoft Power Platform and Dynamics solutions
Us
We want to make Cardiff University an institution that is respected the world over. Our vision is to be a world-leading, research-excellent, educationally outstanding university, driven by creativity and curiosity, which fulfils its social, cultural, and economic obligations to Cardiff, Wales, the UK and the world. We expect to improve our standing as one of the top 100 universities in the world and the top 20 in the UK.
Opportunity
The successful candidate will work within University IT alongside well-established infrastructure, systems and operations teams and will have a key role in support of a large-scale SaaS based CRM system (Engage2Serve Retain) – focusing primarily on the support and development of a large enquiry, case & appointment management system that supports both students and academic staff.
You
You will have administrative experience of large-scale IT systems in a large organisation, either in a technical support or development role.
You will have had experience of dealing with external suppliers who provide SaaS based solutions.
You will be comfortable working in a fast-paced academic environment and will be a key member of the wider IT team within which you will be expected to build strong, effective working relationships.
You will be expected to develop your expertise in the technologies that you work with and will support the transition of services to operational teams as required. The role will require you to prioritise and manage your workload effectively and respond promptly to new requirements where necessary.
The role holder will work as part of a professional service delivery team dedicated to the provision of an efficient, effective and quality driven Information Technology service to staff and students within the Corporate, Administrative, Academic Research and Learning and Teaching functions of the University.
The role holder will provide a highly professional, friendly and customer focused face to the services offered by University IT.
Based in the Power Platform & CRM team. The role holder will support the expansion of the current SaaS based Engage2Serve Retain system. Focused on the development of enquiry management and its supporting features, to enhance our student experience. The role holder will also have the opportunity to develop knowledge in the other Power Platform, Dynamics 365 and CRM toolsets that the team support.
What we can offer
Cardiff University can offer many attractive benefits to its employees, including a competitive salary, 37 days annual leave per annum and a generous pension scheme. More information on what we can offer can be found at https://www.cardiff.ac.uk/jobs/what-we-can-offer.
This is a full time post, fixed-term for 18 months.
Salary: £40,497 - £45,413 per annum (Grade 6). Appointments to roles at Cardiff University are usually made at bottom of scale unless in exceptional circumstances
Closing date: 3 September 2025
External applications are currently not being considered for this post. If the decision is made to open the post to external candidates, the strapline at the top will be removed and you will be given ample time to apply – please check back periodically for details.
Applications may be submitted in Welsh, and an application submitted in Welsh will not be treated less favourably than an application submitted in English.
Cardiff University is committed to supporting and promoting equality and diversity and to creating an inclusive working environment. We believe this can be achieved through attracting, developing, and retaining a diverse range of staff from many different backgrounds who have the ambition to create a University which seeks to fulfil our social, cultural and economic obligation to Cardiff, Wales, and the world. In supporting our employees to achieve a balance between their work and their personal lives, we will also consider proposals for flexible working or job share arrangements.
Job Description
Main Function
The position is based within University IT where the role holder will work as part of a professional service delivery team dedicated to the provision of an efficient, effective, customer focused and quality driven IT service to all staff and students across the University.
The job requires the role holder to:
• Contribute to a centre of expertise within the organisation, taking responsibility for the development and maintenance of complex technical systems.
• Support and develop the CRM systems used by the university to provide enquiry, case and appointment management.
• Take responsibility for the specification and design of large or complex systems. Resolving issues independently where they fall within set role objectives.
• Agree appropriate design standards, methods and tools in consultation with senior management.
• Ensure that all work is documented using the appropriate standards, methods and tools, including prototyping tools where appropriate.
• Maintain market awareness, assess software packages on their ability to meet all or parts of specified requirements and advise colleagues and management on their technical suitability.
• Liaise with colleagues where appropriate on cost benefit analyses, risk analyses and development plans.
• Liaise with external suppliers and contribute to the assessment and selection of suitable software packages to meet all or parts of specified requirements.
• Maintain an awareness of operational requirements especially in terms of service levels, availability, response times, security and repair times.
• Provide technical expertise, advice and guidance on all aspects of design and technology within your remit.
• Review technology costs against planned budgets, liaise with technology suppliers of equipment, software and services to maximise value and return on investment.
• Ensure that all tasks and procedures are carried out effectively and efficiently to agreed levels of service. Produce statistics for use in measuring key performance indicators (KPIs).
• Receive, log and prioritise support requests in accordance with agreed criteria and the needs of the organisation, escalating requests to development staff or suppliers where appropriate.
• Ensure that problems are managed in accordance with agreed standards and processes, and that escalation procedures are adhered to, ensuring that complex and high impact problems are dealt with effectively.
• Work within matrix-teams of staff across the organisation to deliver enhanced technology solutions to the University. Provide advice and guidance where necessary.
• Plan and deliver small scale projects, consult with and advise Project Managers to help them plan, prioritise and set project milestones to ensure that resources are appropriately deployed in order to meet deadlines.
• Establish relationships with key contacts to ensure role objectives are met, developing appropriate communication links with internal and external stakeholders as required.
Salary Range Max.
Grade
Salary Range Min.
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Additional Information
• Abide by University policies on health and safety and equality and diversity.
• Perform other duties occasionally which are not included above, but consistent with the role. Complete tasks normally associated with junior colleagues to meet operational demands,. Undertake duties associated with a more senior role for developmental purposes
Where the role requires staff management and leadership the following responsibilities will also apply:
• Manage performance, inductions and development of staff under the line management of the role holder. Support and guide team members in welfare issues, escalating as necessary to specialist support areas.
Current Technologies:
Engage2Serve Retain, GeckoEngage, GeckoChat, Microsoft Dynamics 365 Customer Insights and Microsoft Power Platform.
Career Pathway
Person Specification
Qualifications and Education
1. Degree/NVQ 4 or equivalent / Professional membership/experience
Knowledge, Skills and Experience
2. Experience of providing technical liaison between a large IT department, customers and external suppliers providing SaaS based solutions.
3. Knowledge of administering Enterprise scale customer focused IT systems.
4. Proven experience in developing new processes and procedures and of utilising toolsets for monitoring, auditing and reviewing service support performance.
5. Excellent and proven relationship management skills with experience of managing the requirements of stakeholders
Customer Service, Communication and Team Working
6 Proven ability to shape developments through active participation within teams and groups.
7. Excellent interpersonal, communication and organisational skills. Able to document complex technical solutions in a logical and clear framework that can be readily understood by others.
8. Proven ability to develop networks in order to contribute to long term developments.
Planning, Analysis and Problem Solving
9. Demonstrable knowledge and experience in problem, error and knowledge management analysis, resolution and delivery techniques.
10. Evidence of ability to undertake and deliver specific projects and supervise short term project teams, and ability to be flexible to prioritise workload under pressure.
Desirable Criteria
11. Experience in the support of Microsoft Dynamics or Power Platform based solutions.
12. Experience in the support of enquiry management or CRM systems.
13. Management qualification in ITIL, or similar.
14. Ability to speak Welsh or willingness to learn.
