Junior Systems Analyst

Job overview

We are looking for a curious, detail-oriented Junior Systems Analyst to join our Conversion Solutions team. This is an entry-level role for someone at the start of their career who enjoys solving problems, working with technology and a client-facing role. You will learn how our systems work, help keep them running smoothly, and support our higher education customers with their technology stack and integrations. You will work alongside experienced colleagues who will guide you as you build your technical and consulting skills.

Key responsibilities

• 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
• for the wider team.

• Qualifications
• - 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.

• What we offer
• - 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.