Please note, this vacancy is open to current University of Glasgow employees only 

Job Purpose

To provide specialist support for the University’s Student Information System (MyCampus) with a focus on the Student Finance and Financial Aid modules. This role involves delivering high quality user support, facilitating training, supporting system testing and contributing to business process improvements. The post holder will play a key role in the continuous development, configuration and enhancement of MyCampus, ensuring optimal performance and user experience across the University.

Main Duties and Responsibilities

1.User Support

1.1.    Develop in-depth knowledge of MyCampus functionality and business processes to provide expert support and advice to  staff and students.

1.2.    Maintain and update  user guides and documentation in line with process changes and system upgrades.

1.3.    Collaborate and assist in the delivering training and communications related to  system changes that have an impact across the University.

1.4.    Provide support for MyCampus users, investigating and resolving queries efficiently.

1.5.    Support data quality by advising users on how to identify and resolve data related issues.

1.6.    Identify and escalate complex or unresolved  support issues appropriately.

2.Business Process Improvement

2.1.    Support the implementation and adoption of new or revised business processes, ensuring effective communication, training and user engagement.

2.2.    Use relationship-building and change management techniques to manage resistance to change and foster adoption across the University.

2.3.    Manage initial requests from users, monitor progress and keep stakeholders informed using the MSDI website or alternative channels.

2.4.    Assist in planning and conducting User Acceptance Testing (UAT)working closely with Functional team leads.

2.5.    Prepare test materials and scenarios in accordance with agreed guidelines and procedures.

3.Training and Development

3.1.    Develop and continuously enhance a detailed knowledge of Campus Solutions functionality and related business processes. Ensure that specialist knowledge is used when engaging with users of the system through either support or development/ change activities.

3.2.    Participate in relevant training and development opportunities to remain up to date with best practices and system changes.

4.Team Collaboration

4.1.    To work with, and to support, the Student Finance and Financial Aid Team on any other day to day activities as they arise. Contributing to cross-functional initiatives as needed.

Knowledge, Qualifications, Skills and Experience

Knowledge, Qualifications

Essential:

A1 Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills through personal development and progression in a similar role(s). OR

Scottish Credit and Qualification Framework level 8 (Scottish Vocational Qualification level 4, Higher National Diploma) or equivalent, and experience of personal development in a similar role.

A2 Strong understanding of user support principles, processes and service delivery best practices.

A3 High levels of numeracy and analytical capability.

Desirable:

B1 Knowledge of other University systems (e.g. Ivanti, Agresso).

B2 Familiarity with student administrative policies and procedures.

B3 Understanding of Business Process Re-engineering principles.

B4 Awareness of technical systems architecture.

Skills

Essential:

C1 Excellent analytical, problem solving and negotiation skills with the ability to solve problems independently in a time -pressured environment and apply clear logic this approach.

C2 Strong interpersonal and communication skills with the ability to understand users’ operational requirements, interpret these requirements and provide potential solutions.

C3 Ability to apply initiative and judgement to independently resolve unforeseen issues and challenges.

C4 Ability to work independently and collaboratively in a dynamic, fast-paced environment.

C5 Excellent verbal and written communication skills with the ability to interact with colleagues and clients at all levels and clearly articulate complex issues.

C6 Excellent attention to detail and high standards of accuracy.

C7 Strong time management and prioritisation skills.

C8 Evidence of strong customer service ethos and able to demonstrate a positive and enthusiastic approach toward helping people.

C9 Proactive approach to learning and personal development with flexibility to take on new challenges, developing new skills and knowledge.

Experience

Essential:

E1 Relevant work experience including experience in technical and procedural implementation of administrative systems.

E2 Experience of managing technical training and facilitation – developing computer training materials, teaching courses in the use of computer applications, developing computer training for a variety of user audiences and learning scenarios e.g. train-the-trainer, end-user training, “super user” training.

E3 Help Desk Consulting – experience providing one-on-one technical consulting for end users of computer applications.

E4 Extensive and proven experience in troubleshooting system user issues.

E5 Experience of managing competing priorities under pressure.

E6 Proficiency in Microsoft Office and other standard packages effectively.

E7 Experience of building and maintain effective relationships.

Desirable:

F1 Experience of working with Campus Solutions or similar student information system.

F2 Experience interacting with diverse user groups and staff at all levels in an organisation.

F3 Experience of working within a higher education setting.

Terms and Conditions

Salary will be Grade 6, £33,951 - £37,694 per annum.

This post is full time and open ended.

Closing Date: 23:45 29th September 2025

As a valued member of our team, you can expect:

1 A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.

2 An excellent employment package with generous terms and conditions including 41 days of leave for full time staff, pension - pensions handbook https://www.gla.ac.uk/myglasgow/payandpensions/pensions/, benefits and discount packages.

3 A flexible approach to working.

4 A commitment to support your health and wellbeing, including a free 6-month UofG Sport membership for all new staff joining the University  https://www.gla.ac.uk/myglasgow/staff/healthwellbeing/.

We believe that we can only reach our full potential through the talents of all. Equality, diversity and inclusion are at the heart of our values. Applications are particularly welcome from across our communities and in particular people from the Black, Asian and Minority Ethnic (BAME) community, and other protected characteristics who are under-represented within the University. Read more on how the University promotes and embeds all aspects of equality and diversity within our community https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/.

We endorse the principles of Athena Swan https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/athenaswan/ and hold bronze, silver and gold awards across the University.

We are investing in our organisation, and we will invest in you too. Please visit our website https://www.gla.ac.uk/explore/jobs/ for more information.