Integration Lead

• As part of the 'SITS Student Records System to the Cloud' project the existing integration between SITS and other systems needs to move to an API-based approach making substantial use of Azure Integration Services (AIS).

• The work will be delivered in conjunction with a Microsoft partner, this role will lead on the engagement with the partner and work with the Project Managers responsible for the delivery of the overall cloud migration projects.
• Experience in leading complex integration projects is a pre-requisite for the role, particularly managing partners. Experience of AIS and higher education would be very useful.
• The work is expected to last three months

Business Analyst (hybrid) (Infrastructure Projects)

Grade: N/A

Contract Duration: 6 Months

Directorate: IT Services

Division: Infrastructure

About IT Services

IT Services at the University of Manchester is a vibrant and fast-moving department, we focus on delivering excellent customer service and quality services for our staff, students, and researchers.

The Role

Business Analyst required to work on the infrastructure project as part of the Evolve programme.

Responsibilities include: 

• Requirements 
• Process modelling using BPMN 2.0
• Conducting workshops
• IT operations management

The Person

The successful candidate should be able to demonstrate:

• Experience in higher education 
• Experience of writing requirements 
• Workshop facilitation 
• Gap analysis
• Experience of delivering an infrastructure project

• Experience of ServiceNow
• Experience of mapping IT operating processes
• Knowledge of Zabbix is desirable

Must be able to work to a hybrid working arrangement, not remote (2 days per week on site)

Business Analyst (hybrid)

Grade: N/A

Contract Duration: 3 Months

Directorate: IT Services

Division: Applications, Data, and Strategy

About IT Services

IT Services at the University of Manchester is a vibrant and fast-moving department, we focus on delivering excellent customer service and quality services for our staff, students, and researchers.

The Role

Business Analyst required to work on the IDAM project as part of the Evolve programme.

Responsibilities include: 

• Requirements 
• Process modelling 
• Support documentation of Target Operating Model
• Support design and documentation of user journeys

The Person

The successful candidate should be able to demonstrate:

• Experience in higher education 
• Experience of writing requirements 
• Workshop facilitation 

• Experience of process modelling 
• Experience of understanding IDAM principles, governance, and access
• Understanding of RACI design and documentation

Must be able to work to a hybrid working arrangement, not remote (2 days per week on site- Thursday plus any other day)

Contractor - Agency Request Form   

Request for temporary worker(s) and contractors from an external agency

Please complete this form to request a temp/contractor from an external agency and send to temp-agencies@bristol.ac.uk. All agency recruitment is coordinated by the Agencies team within HR Resourcing.    

[OFFICIAL]

JOB DESCRIPTION

Job Summary

This role will provide Network and Infrastructure technical support for the CTPHQ National Customer Services Centre (CSC). The individual will support services in the CSC portfolio, including operational and project tasks, as required, relating to the maintenance and development of the National CTP IT Services.

This role will be part of a team of engineers covering 7am to 7pm weekdays from the CSC technical ops centre and on call 24\7\365 for critical support of the national infrastructure.

This role is vital to ensure the national infrastructure is available, secure and supported to best practice standards to enable CTP operations.

Knowledge, Skills and Experience

• Experience in a technically diverse environment preferably as part of a shift rota
• Experience of working with service desk call management systems

• Experience of working within an ITIL service environment working to defined metrics and SLAs
• Experience of Cisco technologies including Routing, Switching, VoIP and Video Conferencing
• Experience of Juniper and Cisco security and firewall devices
• Experience of load balancer technology
• Experience of Cisco switching and routing hardware
• Experience of network security best practice
• Experience of ITIL change management
• Experience of failover testing, resilience and redundancy methodology
• Experience of Network and Infrastructure monitoring and automation tools
• CCNA qualification preferred
• Ability to prioritise, execute tasks and achieve results in a busy Service Operation environment
• UK Driving License

Communication and Working Relationships

• Daily: Communicate with the CSC Service desk, other engineers and line management for ticket management and escalation, phone, email, face to face.
• Daily: Customers for support calls, email, phone, face to face, video, onsite.
• Weekly: Line management to provide incident and project updates, email, face to face

• Daily: Escalate issues to third parties offering third line support, email, phone
• Weekly: Project Teams for collaboration through implementation and transition, phone, email, face to face, video

• Daily: Cross Team collaboration within CTPHQ for support and training, phone, email, face to face
• Occasionally: Attend or Substitute for senior members of the team in meetings with other teams, stakeholders, partners or third parties as a technical representative, phone, video, face to face

Key Result Areas

• This role requires a flexible working approach to meet operational needs and will be required to work as part of a shift system (Mon-Fri 7am-7pm + on call rota 24/7/365).
• Some out of hours and weekend working may be occasionally required.
• The role is office based with occasional work from home

• The role holder may be required to travel to sites around the UK to maintain the infrastructure. Occasionally this may be at short notice, as appropriate, to resolve critical issues.
• Ensure personal work load is managed and prioritised effectively.
• Ensure Adherence to polices, standards, controls and best practice
• Ensure SLAs for services in the CSC Service portfolio are met
• Provide technical support for National infrastructure relating to BAU and Projects to ensure objectives are being met in line with CTP priorities
• Provide resilience and failover testing to ensure all CSC managed Infrastructure is tested on a regular basis to ensure failover functions as designed
• Create and maintain technical documentation to ensure all services are maintained and knowledge is shared
• Proactively maintain and update the infrastructure to ensure security and reliability
• Proactively monitor environments to help prevent issues arising
• Proactively monitor availability and capacity and resolve or escalate any issues as appropriate
• Proactively engage in following and implementing best practice in line with the latest supported guidance.
• Ensure change and release management processes and procedures are adhered to mitigate against unplanned downtime and service outages
• Ensure internal and external standards are followed to ensure services are implemented in a supportable and scalable way
• Ensure security procedures are followed to comply with the relevant accreditation, procedures and/or guidance.

Scope for Impact

The job holder will responsible for managing their own time relating to Incidents, Service Requests and Problem management within defined priorities and SLAs.

Day to day the individual may need to use their judgement to highlight and risks relating to the technical infrastructure that may have a negative effect on services or operational staff.

Whilst on call the individual may need to make decisions, based on supporting the technical infrastructure, that may impact live operations and they may need explain any impact or service outage to the relevant stakeholder whilst both parties are under pressure.

Solutions Architect

Hybrid (2 days/week in office)

Grade: N/A

Contract Duration: 6 Months (until approx. September 2024)

Directorate: IT Services

Division: Applications, Data, and Strategy

About IT Services

IT Services at the University of Manchester is a vibrant and fast-moving department, we focus on delivering excellent customer service and quality services for our staff, students and researchers.

The Team

The architecture team sets standards, creates strategies, guides and assures new and existing solutions within the UOM

The Role

This role has been created to help support activities within the Student Experience Programme (SEP).

The individual selected will work alongside the other members of the project teams, helping to define new solutions and ensuring that any developments are carried out within the standards of the UOM

Responsibilities include:

• Creation of design documents for new applications and solutions
• Ensuring that all designs are created inline with the UOM’s standards and policies.
• Presenting designs to fellow architects, the Technical Design Authority (TDA) and other forums for review.
• Creating options papers and similar documents
• Guiding the project teams on technical issues
• Liaising with technical teams to ensure a successful outcome

The Person

The successful candidate should be able to demonstrate:

• Strong technical skills, particularly around applications
• Good written and verbal communication skills
• Good time management and planning skills
• Experience of working with diverse teams
• Strong stakeholder management skills

As an equal-opportunity employer, we welcome applicants from all sections of the community regardless of age, sex, gender (or gender identity), ethnicity, disability, sexual orientation and transgender status. All appointments are made on merit.

Enquiries:

Please contact our IT Resource Management Team

Email: it.resource@manchester.ac.uk

Systems Support Technician /IT Support Technician

• Permanent
• Onsite/ office based
• Salary £27,929-£32,304
• Annual leave – Full-time employees are entitled to annual paid leave of 41 days inclusive of public holidays.
• Employer Pension contributions of 21.6% of total pensionable pay.
• Family-friendly policies including 18 weeks of shared parental leave
• Family-friendly support includes an on-site nursery with a salary exchange offer.
• Development opportunities available including apprenticeship programmer
• Start ASAP, notice period given too.
• Monday-Friday work week
• 08:30AM/5:00pm working hours

• Role aligns with a traditional level 2nd line/desktop support role, with “a little” experience, so may suit someone moving from a Service Desk/1st line role with some limited experience building devices.
• Salary is £27,929 - £32,3048 (but anything on the higher end of the scale would need to be justified in writing)
• Office based
• IT service hours are Monday to Friday between 8:30am – 5:00pm. The team share the responsibility of providing that support across shifts within that time.

The Role

The role sits within the Systems Support team, and responsibilities include:

• Responding to a broad range of service requests and incidents escalated from the Service Desk, within Service Levels.
• Capturing of requirements and then fulfilling requests by setting up/upgrading devices using the CSCS client/device management tools.
• Completing customer configuration and delivering device handovers, as well as offering guidance and individual training to customers on getting the best from their IT services.
• Providing 2nd line IT support for devices, including their connectivity, hardware, and software following agreed procedures and escalating to other teams in the department, if appropriate.
• Providing IT support as part of a team, for the high-quality audio-visual systems within the Clinical School.
• Assisting with the implementation of agreed remedies and preventative measures, as well as with the development of standards, processes, and documentation.

• Working on small, agreed projects.

The Person

You must be interested in working as part of a collaborative team, providing quality support in a complex but interesting environment.

To be successful, you should be able to demonstrate:

• Some experience setting up devices and troubleshooting with regards to Windows, although having macOS and/or Linux would be a bonus.
• Some experience with Active Directory, Office/Microsoft 365, printers, and networks.
• Excellent customer service skills.
• Good written and verbal communication skills, across various channels, eg. in person, over the phone/video & email etc.
• Be able to effectively manage your priorities, time, and workload.
• Have experience in providing IT support in a workplace environment.
• Enjoy helping people with their issues or requests and have a positive manner.
• Have a focus on continuous improvement, in terms of systems, services and yourself.

The Department

• The Clinical School Computing Service (CSCS) is a specialist IT department that provides IT services & support to over 3,500 staff, researchers & students at University of Cambridge Biomedical Campus.
• Mainly Windows devices (Windows XP through to Windows 11), but approx. 25% are Macs (macOS Sierra through to Ventura) & 1-2% Linux (Ubuntu).
• We run Microsoft365 & also Active Directory & Azure
• It’s a complex environment, so never a dull moment!
• Not aligned specifically to ITIL but use elements of it along with Agile, Lean etc..

The interview process for the Technician & Analyst roles is still:

• 1st interview – video call Hiring Manager & Team Leader
• Test/Quiz – sent via email
• 2nd Interview – Onsite &/or video call with Hiring Manager & Team Leader & likely one other from management team.
• With the option for anything ad-hoc is necessary

Certes IT Service Solutions welcome applications from all sections of the community and from people with diverse experience and backgrounds.