MCMS User Support Specialist

University of Cambridge; Cambridge; On-site; GBP 32,000 - 42,000; Full time

Job summary

The University of Cambridge is seeking an MCMS User Support Specialist to join a small team responsible for the Mouse Colony Management System (MCMS), delivered as SaaS to academic and commercial users.

You will coordinate the helpdesk queue, investigate and resolve account and data issues (with SQL queries), create user training materials, and contribute to software testing to support high‑quality releases.

Qualifications

• Proven experience providing technical application support, troubleshooting user issues, and resolving helpdesk requests in a customer-focused environment.
• Strong analytical and problem-solving skills, with experience investigating software or system issues, working with databases (including SQL), and escalation.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly, produce user documentation, and deliver effective training to a range of audiences.
• Experience working within software development environments, including functional testing, documentation, and a willingness to learn new technologies and processes.
• Ideally experienced in a biological or scientific research setting, with knowledge of genetic research terminology, model organisms, and relevant regulatory frameworks such as the Animals (Scientific Procedures) Act (ASPA) 1986.

Responsibilities

• Coordinate and manage the helpdesk queue, triaging and resolving user enquiries across all aspects of the MCMS platform.
• Investigate and resolve account, access, and data issues, including writing 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, working closely with developers to feedback findings and support high-quality releases.
• Gather requirements from users and working groups, translating these into clear development issues for the team.
• Support the onboarding of new customer institutions and train new super-users and team members.

Skills

Technical support

Analytical thinking

Communication

Team collaboration

Learning agility

Training delivery

Documentation

Biology awareness

Customer service

Problem solving

Education

Experience in software development environments

Tools

SQL databases

Job description

Applications are invited for the position of MCMS User Support Specialist. The role is part of a small team working on the development, delivery, and support of the Mouse Colony Management System (MCMS). The team sits within the University Biomedical Services division and provides the MCMS as Software as a Service (SaaS). Its customers are academic and commercial establishments that use model organisms (for example rodents) for scientific research.The MCMS User Support Specialist is part of a small team of Software Developers and User Support Specialists that develop, deliver, and support the MCMS software. The role holder is the primary point of contact between the MCMS platform and its user community with particular emphasis on supporting the University of Cambridge users.The role holder will:Coordinate and manage the helpdesk queue, triaging and resolving user enquiries across all aspects of the MCMS platform.Investigate and resolve account, access, and data issues, including writing 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, working closely with developers to feedback findings and support high-quality releases.Gather requirements from users and working groups, translating these into clear development issues for the team.Support the onboarding of new customer institutions and train new super-users and team members.We seek:Proven experience providing technical application support, troubleshooting user issues, and resolving helpdesk requests in a customer-focused environment.Strong analytical and problem-solving skills, with experience investigating software or system issues, working with databases (including SQL), and identifying when escalation is required.Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly, produce user documentation, and deliver effective training to a range of audiences.Experience working within software development environments, including functional testing, documentation, and a willingness to learn new technologies and processes.Ideally experienced in a biological or scientific research setting, with knowledge of genetic research terminology, model organisms, and relevant regulatory frameworks such as the Animals (Scientific Procedures) Act (ASPA) 1986.The role is available immediately, subject to a 6 month probationary period.In addition to the base salary stated above, the successful candidate for this post will receive an additional 2.5% supplement to their pay.The successful candidate will undergo a health assessment and security check as part of the recruitment process.Once an offer of employment has been accepted, the successful candidate will be required to undergo a health assessment and a security check.Please quote reference AQ51352 on your application and in any correspondence about this vacancy.The University actively supports equality, diversity and inclusion and encourages applications from all sections of society.The University has a responsibility to ensure that all employees are eligible to live and work in the UK.Apply online