Applications Support apprentice - University of Bristol - £22,214

The job purpose is to provide tactical advice, training and support on core technology applications (both hardware and software). The role holder will work with internal colleagues and customers, as well as external clients, for effective delivery of application-based products and services.

The role holder will be working for the FHRSYS Team, providing support across all the functions covered:

• 1st line support
• Systems development activities
• The provision of reports
• Training and support for all systems in scope

Analysis, Reporting and Documentation:

• Provide clear and detailed documentation and support for all phases of any project-based work, including instruction guides if applicable.
• Collect and record user requirements from stakeholders, including members of Finance, HR and IT as well as other colleagues from Professional Services or academic departments.
• Diagnose, resolve and recommend improvements to address hardware and software problems and compatibility issues experienced by external clients and customers, including liaison with third party vendors.
• Monitor systems performance, investigate issues, collect performance statistics and create reports using application management software and tools.

Customer Services and Support:

• Provide advice and guidance in response to stakeholder requirements.
• Use initiative to interpret user requirements and identify any required amendments to established procedures.
• Document and implement policy and procedures, for example on-boarding and leaver policies, and remote working procedures using a support desk operating platform.
• Categorise and prioritise incoming applications support requests.
• Ensure that all requests for application support are dealt with according to agreed framework and procedures, recommending and implementing support team improvements where necessary.

Planning and Organising:

• Maintain application support processes, for example developing workflow plans/technical specification road maps.
• Assisting with developing FHRSYS Team methodologies and using them to structure work.

Liaison:

• Liaise with stakeholders to identify any requirements or support that might be needed. Stakeholder groups would include Finance, HR and IT, among others.
• Engage with the governance groups to understand their needs and feed these into the strategic development of the wider team, with assistance from colleagues. Governance groups include Product Owners, Super Users and the End-User Group.
• Attending training events as appropriate and directed.

Decision Making:

• Devise plans to implement and improve IT infrastructure and application change projects, for example, identifying organisational need for new applications and design and development of existing applications.
• Accepting ownership of changes with focus on user experience.
• Create project plans and assume or designate project management responsibilities.

Problem Solving:

• Identify and solve problems including some of a complex nature but seek advice/guidance from line management where necessary.
• Lead and manage upgrades and new technology implementations taking opportunities to speed up deployment through automation and process efficiency.
• Work with initiative to identify best approach to customer support, data management and reporting.

Continuous Improvement:

• The post holder will be given the opportunity to learn relevant applications support techniques, methodologies and tools.
• Practise continuous self-learning to keep up to date with technological developments to enhance relevant skills and take responsibility for own professional development.

• Communication skills
• IT skills
• Attention to detail
• Organisation skills
• Customer care skills
• Number skills
• Team working
• Data handling
• Office365 - Excel and Word
• Ability to work independently
• Willing to learn
• Basic knowledge of SQL
• Basic knowledge of Python

• English Language GCSE or equivalent, grade 4 (C) (Essential)
• Maths GCSE or equivalent, grade 4 (C) (Essential)
• Computer Science/ICT A Level or equivalent, grade C (Desired)
• Computer Science/ICT BTEC or equivalent, grade Merit (Desired)