MCMS Support Specialist & Training Lead

CamWebDir; United Kingdom; Remote; GBP 32,000 - 42,000; Full time

Job summary

University of Cambridge invites applications for the MCMS User Support Specialist role within the MCMS SaaS team. You will be the main contact between the platform and its user community, supporting Cambridge users and coordinating helpdesk triage.

You will resolve access and data issues using SQL, create training materials, and contribute to software testing. Experience in a biological/research setting is a plus, with an immediate start and a 6-month probation.

Qualifications

• Proven experience providing technical application support and resolving helpdesk requests.
• Strong analytical and problem-solving skills with experience investigating software or system issues.
• Excellent communication and interpersonal skills to explain technical concepts and train users.
• Experience in software testing, documentation, and onboarding of new customers.

Responsibilities

• Coordinate and manage the helpdesk queue, triaging and resolving user inquiries across the MCMS platform.
• Investigate and resolve account, access, and data issues, including SQL queries against the MCMS database.
• Create, maintain, and deliver user-facing training materials and documentation.
• Participate in software testing as part of the development lifecycle, feeding back findings to developers.
• Gather requirements from users and translate them into clear development issues for the team.
• Support onboarding of new customer institutions and train new super-users and team members.

Skills

SQL

Troubleshooting

User support

Documentation

Software testing

Training

Tools

Database access tools

Job description

University of Cambridge invites applications for the MCMS User Support Specialist role within the MCMS SaaS team. You will be the main contact between the platform and its user community, supporting Cambridge users and coordinating helpdesk triage.

You will resolve access and data issues using SQL, create training materials, and contribute to software testing. Experience in a biological/research setting is a plus, with an immediate start and a 6-month probation.