Working in a fast paced, dynamic team, this is a hands-on role perfect for someone who enjoys problem-solving, training others, and ensuring business processes are efficient and user-friendly.
ROLE PURPOSE
The Business Systems Training & Support Lead will report to the ERPx Systems Manager and drive operational excellence maximizing technology value through user adoption, system optimisation, and cultivating a culture of, self-service efficiency to support research and operational goals.
HOW YOU WILL MAKE AN IMPACT
- Support Strategy: Create and maintain a business-wide systems support strategy, defining and monitoring SLAs to ensure a high-quality, consistent "internal customer" experience.
- Knowledge Engineering: Lead a "self-service" culture by building a comprehensive knowledge base in ServiceNow and SharePoint to reduce ticket volumes and empower users.
- Support Integration: Work alongside internal IT and the ERPx Systems Manager to provide seamless, all-level support across the entire business application landscape.
- Content Creation: Lead the development of user guides, "How-To" videos, and technical documentation for ERPx and associated apps.
- Training Delivery: Partner with the internal training team to design and deliver sessions for new starters and system upgrades, ensuring materials are engaging and up to date.
- User Advocacy: Translate complex technical issues into simple, actionable advice for non-technical users, acting as the "voice of the user" to the technical team.
- Testing Leadership: Design and lead the User Acceptance Testing (UAT) process for new releases, coordinating staff from across the Institute to validate functionality before go-live.
- Continuous Improvement: Establish quarterly feedback loops to identify user pain points, suggesting process improvements to the Systems Manager to influence the technical roadmap.
- Strategic Alignment: Engage with the Turing Transformation and change programmes to ensure systems accurately capture the complexities of grant-funded research and multi-partner collaborations.
- Deputise for the ERPx Systems Manager during periods of absence.
- ERP Ecosystems: Deep understanding of ERP architecture (ideally Unit4 ERPx) and how modules integrate with HR, Finance, and Procurement
- ITSM Frameworks: Knowledge of ServiceNow or similar service desk tools, specifically regarding SLA management and ticket workflows
- Documentation Standards: Proficiency in creating structured "Knowledge Base" articles and using tools like SharePoint, Adobe Captivate, or Loom
- UAT Methodologies: Familiarity with test scripts, bug reporting, and the software development lifecycle (SDLC)
- Support Strategy: Experience building or managing a tiered support model that successfully reduced manual ticket volumes through self-service
- System Rollouts: A track record of leading the "people side" of a system upgrade or implementation (Change Management)
- Training Delivery: Hands-on experience delivering workshops to diverse audiences, from executives to administrative staff
- Cross-Functional Liaison: Experience acting as the translator between technical developers and non-technical end-users
Please see the job description for a full breakdown of the role and person specification.
TERMS AND CONDITIONS
This full time post is offered on a permanent basis. The annual salary is £60,000 plus excellent benefits, including flexible working and family friendly policies, Employee-only benefits guide | The Alan Turing Institute
The Alan Turing Institute is based at the British Library, in the heart of London’s Knowledge Quarter. We expect staff to come to our office at least 4 days per month. Some roles may require more days in the office; the hiring manager will be able to confirm this during the interview.
EQUALITY, DIVERSITY AND INCLUSION
We value diversity of background, experience, and perspective, and are proud to be an inclusive employer. We warmly encourage applications from all backgrounds, particularly from groups currently under-represented in our sector. If you feel passionate about this role but don’t meet every single requirement, please apply – we recognise that great candidates may bring strengths beyond the criteria listed.
We are committed to making sure our recruitment process is accessible and inclusive. This includes making reasonable adjustments for candidates who have a disability or long-term condition. Please contact us at [email protected] to advise us how we can assist you.