Application Support Specialist

CATS Global Schools; Cambridge; On-site; GBP 30,000 - 50,000; Full time

Job summary

Join a forward-thinking education group dedicated to shaping the future of students worldwide. In this pivotal role, you will take the lead in resolving process and functional issues related to the CRM system and student management system. Your expertise will ensure the smooth operation of IT services, while your strong communication and problem-solving skills will help foster collaboration among stakeholders. This dynamic environment offers an opportunity to make a significant impact on educational technology, providing you with the chance to grow and develop your skills. If you're passionate about using technology to enhance education, this is the perfect role for you.

Benefits

Cycle to work Scheme

Tech Scheme

Car Scheme

Free flu vaccine

Free eye tests

Financial wellbeing support

Employee Assistance Programme

Group income protection

GP Access for all

Health Cash Plan

Qualifications

• Experience with Microsoft Dynamics and ISAMS is essential.
• Strong communication and problem-solving skills are required.

Responsibilities

• Support day-to-day functions of CGS ERP/CRM and other applications.
• Maintain documentation and assist with application updates.

Skills

Microsoft Dynamics

Problem Solving

Communication Skills

Organizational Skills

Customer Skills

Tools

ISAMS

SQL Server

Dynamics Business Central

Job description

About CATS Global Schools
CATS Global Schools is a leading education group committed to inspiring the next generation of world shapers.

With a history dating back to 1899, but a focus on the future, our group brings together 16 institutions comprising independent boarding schools, an Arts University College, English language schools and a variety of summer programmes in the UK, US, Canada and China.

Each year, we provide 18,000 students around the globe with the education they need to develop real-life skills for the future. We are dedicated to academic excellence and our students benefit from our well-developed links to over 40 top global universities.

We create a positive learning environment where every student is empowered to make a contribution to shape their world. This is made possible because of the commitment of our pioneering, persevering people who do the very best for our students.

Role Overview

1. Take a lead in resolving process and functional issues for business users related to the CRM system (MS Dynamics), CGS Student Management System and their integration with other business systems.
2. Triage and resolve tickets that come into the Application Support ITSM queue, keeping within the SLA’s.
3. Maintaining the quality of IT services and products.
4. Developing training literature and materials to speed up processes.
5. Facilitating the discussion of requirements among stakeholders and documenting requirements to provide data-driven recommendations.
6. Assisting with Application Systems Projects.
7. Reporting to business leaders and stakeholders.
8. Gathering intelligence from corporate executives and middle managers about needs and future growth.

Responsibilities

1. Supporting the day-to-day functions of CGS ERP/CRM (MS Dynamics), CGS Student Management System and other applications.
2. Assist with Applications system updates.
3. Supporting the IT service, its underlying infrastructure & our users located across the business.
4. Assist with Product Rollover associated with the CRM (MS Dynamics).
5. Ensure systems documentation (including administration, support, problem solving and diagnostic documentation) is maintained to the highest standard.
6. To be the technical liaison for all CGS Application systems.
7. Assisting with the management of the external suppliers for Application systems, including production of specifications, escalations & BAU.

Project Activities

1. Provide support, design, delivery, implementation, and support to CGS’ IT, to tight deadlines and specified quality criteria.
2. Support the specification and implementation of new upgrades and services of CGS’ Applications; including new applications, new/upgraded hardware and software, system upgrades and rollouts and (on occasion) complete Greenfield implementations as the business expands to new locations.
3. Work in partnership with Project teams composed of users and IT staff from various sites and teams to deliver successful projects to time and budget targets.

Technical Leadership and Strategic Functions

1. Work closely with the Infrastructure and Applications Manager on all technical queries for CGS Applications.
2. Foster excellence and technical capability and information dissemination within the appropriate technology group.
3. Train and mentor BAU IT staff to improve their technical capabilities.
4. Actively contribute to the Group’s IT strategy.
5. Through research, training, seminar attendance and other means maintain a future perspective on changes within the appropriate technology areas. Contribute to future planning of future IT recommendations.

Person Specification

Demonstrable Experience

1. Technical understanding with technologies being used specifically Microsoft Dynamics, Dynamics Business Central & ISAMS.
2. Enthusiasm – A positive attitude is required.
3. Strong communication skills, both written and verbal.
4. Ability to organise meetings and prepare clear documentation.
5. Ability to work both independently and as part of a team.

Essential Requirements

1. Excellent Customer Skills.
2. Proficiency in IT Applications & Systems.
3. Good problem solving and organisational skills with the ability to multi-task and negotiate with multiple stakeholders to find solutions for technical challenges.
4. Attention to detail and ability to maintain a high level of accuracy.

Desirable Requirements

1. Understanding of SQL Server configuration principles, backups, maintenance, database structures, Always-On and SQL query.
2. Exposure to Microsoft Dynamics 2016, Dynamics Business Central and ISAMS.
3. Previous Education sector exposure.
4. Cloud services – Dynamics 365.

Behaviours

1. Ability to consult and communicate effectively with both written and verbal skills.
2. Excellent people skills.
3. Pragmatic and flexible in approach.
4. Attention to detail.
5. Honest, open, and inclusive personal style.
6. Professional, mentally resilient and calm under pressure.
7. Excellent analytical and troubleshooting skills.
8. Takes ownership.
9. Looks for a solution.
10. Goes the extra mile.
11. Follows-up & follows through.
12. ‘Can-do’ Attitude.

Benefits

1. Cycle to work Scheme.
2. Tech Scheme.
3. Car Scheme.
4. Free flu vaccine through Healthshield.
5. Free eye tests.
6. Financial wellbeing support via WageStream.
7. Employee Assistance Programme.
8. Group income protection.
9. GP24: GP Access for all.
10. Health Cash Plan.
11. Death in Service.
12. Long service awards.
13. Employee referral scheme.
14. Enhanced Maternity and Paternity pay.

Our Commitment to Inclusion and Diversity

We are committed to diversity, inclusion and belonging. Building on our core values – Pioneering, Persevering, People – We pledge to deliver a series of events, guest speakers and focus groups to make CATS Global Schools an employer of choice for all.

Safeguarding

CGS is dedicated to safeguarding and promoting the welfare and well-being of children and young people. As such, appointment is subject to the satisfactory completion of safer recruitment employment checks in line with KCSIE guidelines. This will include satisfactory references, enhanced DBS from the Disclosures and Barring Service and, where applicable, any international equivalent being obtained. Shortlisted candidates will be subject to online checks which may include social media.

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