Digital Systems Support Analyst
Reporting to: Business Operations Manager
Responsible for: n/a
Team: Operations
External contacts:
- Centres
- Tutors
- External Suppliers
Purpose:
To play an integral supporting role in the operation, maintenance, and continuous improvement of CPCAB’s digital systems. Providing technical and user support, maintaining data accuracy, and contributing to the development of digital processes and platforms. Ensuring that CPCAB systems are reliable, secure, user-friendly, and aligned with organisational needs.
Responsibilities:
- Provide first-line support for CPCAB’s digital systems (including the CPCAB Portal), offering timely assistance to team members, centres, tutors and candidates.
- Triage and manage issues received via the ticketing system, resolving queries where possible and escalating for the development team where appropriate.
- Investigate and recreate reported bugs to support accurate diagnosis and resolution.
- Deliver in-house training and onboarding for team members on the effective use of digital systems.
- Create and maintain user guides, support articles and system documentation.
- Setup, configure and maintain online forms, data collections and digital workflows.
- Create and maintain reports using PowerBI.
- Administer user accounts, permissions and access rights across CPCAB digital systems.
- Maintain data accuracy and integrity by processing digital submissions and completing routine quality checks.
- Run SQL queries to support reporting, troubleshooting and system monitoring.
- Analyse database information to inform decision-making and support issue diagnosis.
- Contribute to system development and continuous improvement activities, including testing new features and working within Agile and other operational workflows.
- Liaise with internal teams, suppliers and technical partners to progress system issues, change requests and digital improvement projects.
To meet the needs of the business this job description may be updated or amended, and the individual working in this role will be required to complete all reasonable duties as would be expected with this type of role, as directed by a manager.
Person Specification
- Educated to degree level in relevant subject or equivalent level of experience working in specialist areas
- More than 2 years' experience in a similar role
- Excellent organisational skills with attention to detail
- Excellent analytical and problem solving skills
- Experience with manual and automated testing using tools such as Playwright
- Experience with relational databases such as MySQL
- Experience with PowerBI
- Experience of writing HTML
- Ability to work with minimal supervision and self-motivation
- Strong oral and written communication skills
- Knowledge of current Windows, Mac and mobile operating systems
- Knowledge of core desktop and cloud business applications
- Ability to learn new skills and technologies quickly
- Ability to document processes, procedures and results
- A keen interest in new technology
To view the full job advert please visit: https://www.cpcab.co.uk/jobs
We are committed to equality, equity, diversity and inclusion and welcome applications from candidates of all backgrounds. If you require any reasonable adjustments during the recruitment process, please let us know.
Using AI to help prepare your CV, cover letter or any other application materials is not against our recruitment practices. However, you are personally responsible for the accuracy, quality and completeness of everything you submit, and you should expect to be asked to explain or expand on any claims during the recruitment process.
It is important to note that due to the management of conflicts of interest, the successful candidate cannot remain employed at a current CPCAB centre or be studying a CPCAB qualification while in this role.
Pay: £30,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Free parking
- Health & wellbeing programme
- On-site parking
- Sick pay
- Work from home
Work Location: Hybrid remote in Glastonbury BA6 8PS
