1st line application support analyst
Salary: From £23,000 per annum negotiable depending on experience (+13% shift allowance)
Contract: Permanent
Location: Hybrid - flexibility to work from home or at any of our main hubs (London, Bristol, Manchester and Harwell)

Jisc is the UK higher, further education and skills sectors’ not-for-profit organisation for digital services and solutions. We believe education and research improves lives, and technology improves education and research.

Our vision is for the UK to be a world leader in technology for education and research and our mission is to power and empower our members with the technology and data they need to succeed. We know that digital technology has the ability to transform the student experience. We have the experience, expertise and know-how to drive that transformation.

At Jisc, everyone plays a key role and gets the chance to feel part of it, that to us is the definition of a meaningful career. We want to create a culture of lifelong learning. You can look forward to a rewarding job with opportunities to develop and make a real difference to the education and research sectors.
We celebrate diversity, embrace our differences and know that this is critical for our success. We work hard to make sure we’re inclusive and we are committed to furthering our culture of inclusion. So, if you are great at what you do and share our values, we want to hear from you.

About the role:
OpenAthens, part of Jisc, has the vision to become the world’s most user-friendly information access management experience, helping academics, students, scientists and library patrons gain access to the knowledge they need to achieve great things.

You will provide a first point of contact for all OpenAthens customers and partners worldwide, who rely on the support team’s expertise and guidance ranging from new set ups or troubleshooting issues between complex systems.

You will be responsible for providing expert knowledge and support to customers on integrating with our OpenAthens products and services. This is great opportunity to create a foundation to a career path in IT that could range from agile software development, systems administration, to pre-sales consultancy and agile product ownership.

This role works on a shift pattern basis with a 15 hour day being covered by 3 shifts. These are split across the team and you have the option to work these from your nearest office or from home.

Responsibilities will include:

• Gain in-depth knowledge and provide 1st line support for all OpenAthens products on a rotating shift pattern
• Maintain a high level of customer service to all stakeholders
• Ensure incidents and service requests are handled effectively and within our SLAs
• Build and maintain effective relationships with our partner support network

Key Skills and Experience:

• Experience working to SLAs and call management procedures.
• Ability to work with web technologies and basic web applications.
• Work collaboratively with your team colleagues and other stakeholders
• Ability to communicate with both technical and non-technical customers

Don’t meet every single requirement?
We know that sometimes people can be put off applying for a job if they think they can’t tick every box but we realise the ‘perfect candidate’ doesn’t exist. So, if you can do most of what we’re looking for, go ahead and apply. You may be just the right candidate for this or other roles!

Why work at Jisc:
At Jisc we believe a balance between your personal and professional life is essential to your happiness and fulfilment. We work flexibly at Jisc and focus on outputs rather than presenteeism and are open to a whole range of ways of working. It isn’t about how many hours you spend at home or at work; it’s about the flow you establish that brings energy to both parts of your life.

We offer hybrid working and although the majority of our staff work from home, getting face to face is something we value and find time for when we can. If you prefer an office environment all our hubs are open and offer a great space to work.
Our benefits are great too. We offer:

• Flexible work pattern, which can adapt to suit your schedules and personal commitments
• 28 days annual leave plus bank holidays and three closure days at Christmas
• A generous pension scheme with above average employer contributions
• A range of leave options, including parental leave, volunteer leave and even career breaks.
• A generous budget to attend conferences and in-person training
• Allocated allowance of up to £250 to equip your home office
• A company culture which supports and promotes personal learning and development, including access to thousands of courses on LinkedIn Learning
• Mental health first aid trained staff and supportive environment, plus your own Wellbeing allowance to spend on wellbeing for you
• Financial well-being support
• Discounts on big-name high-street stores
• Cycle to work scheme
• Employee recognition awards and travel loans

Equality, diversity and inclusion
At Jisc, we strive to be best in practice and are working hard to achieve progressive change. ‘Always inclusive’ is one of our six guiding principles - a principle which actively encourages acceptance of differences within individuals.

We are committed to equal employment opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, neurodivergence, trans status, veteran status or gender identity.

Application process:
Please do let us know what reasonable adjustments you need made to the application or selection process so you can do your best. We will be happy to help you.

Just so you know, we review CVs as we receive them, and interview as soon as we have applications that look like a good match (usually within a week). We don’t use closing dates. So, please apply as soon as possible to avoid missing out on this role. We advertised this role on 24/10/2022