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

Job Purpose

To play a significant role in supporting the central Student Information System (MyCampus).  Responsible for providing user helpdesk support for escalated queries, user training, specialised testing support and gathering requirements for projects that contribute to the effective support and continuous improvement of the University’s central Student Information System (MyCampus), specifically the Student Records and Admissions modules playing a key role in its ongoing development and configuration.

Main Duties and Responsibilities

1.           User Support

1.1.    To develop a detailed understanding of MyCampus to ensure full understanding of the end-to-end processes. Using this knowledge to educate and inform staff and student users of the system.

1.2.    To review and maintain MyCampus user guides to ensure they are fit for purpose and make amendments resulting from the changes in processes and system upgrades.

1.3.    To work with the MSDI team to assist in the dissemination and training of system changes that have an impact across the University.

1.4.    To provide support for MyCampus users across the university.

1.5.    To assist staff in identifying issues with data and providing advice to enable them to resolve these issues.

1.6.    To escalate support calls where necessary.

2.           Business Process Improvement

2.1.    To help support and promote the adoption of new business processes, including communication, training and user engagement.

2.2.    To employ appropriate skills and techniques to build relationships and help manage resistance to change. Using detailed knowledge of MyCampus and other University systems to assist, support and engage with colleagues across the University to support and embed changes.

2.3.    To process initial requests from users, monitor and update the log with progress and ensure users are kept aware of the current status of requests via MSDI website or alternative communication methods.

2.4.    To assist with the organisation of User Acceptance Testing sessions with staff and/or students, as appropriate, in liaison with Functional team leads.

2.5.    To support the Functional Teams in the preparation of testing materials in accordance with agreed guidelines and procedures.

3.           Training and Development

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

3.2.    To undertake other relevant training, professional and personal development.

4.           Team Support

4.1.    To work with, and to support, the Admissions and Student Records Team on any other day to day activities as they arise

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 Detailed understanding of best practice in user support techniques, processes and principles.

A3 High levels of numeracy and analytical capability.

Desirable:

B1 Knowledge of other University systems (e.g. Ivanti, CMIS, PIP, Moodle).

B2 Understanding of relevant University student administrative policies and procedures.

B3 Business Process Re-engineering techniques.

B4 Understanding of technical systems architectures.

Skills

Essential:

C1 Strong 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 Ability to understand users’ operational requirements and 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 with minimum supervision and to work effectively as part of a team.

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

C6 A careful approach to work with particular attention to detail and high standards of accuracy.

C7 Proven ability to work well as part of a team.

C8 Ability to manage and prioritise workload to deliver projects and respond to changing pressures or requirements, meet tight deadlines and work under pressure.

C9 Evidence of strong customer service ethos and able to demonstrate a positive and enthusiastic approach toward helping people.

C10 Commitment to personal development and the flexibility to take on new challenges, developing new skills and knowledge.

Desirable:

D1 Developing User Acceptance test plans.

Experience

Essential

E1 Relevant work experience including experience in technical and procedural implementation of administrative systems in a higher education environment.

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 in a time-pressured environment.

E6 Recent experience of using Microsoft IT packages effectively.

E7 Experience of building and maintain effective relationships.

Desirable:

F1 Experience of working with Campus Solutions.

F2 Experience in dealing with a wide range of customers 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 25th February 2026

The University of Glasgow has a responsibility to ensure that all employees are eligible to live and work in the UK.  If you require a Skilled Worker visa to work in the UK, you will be required to meet the eligibility requirements of the visa route to be assigned a Certificate of Sponsorship.

Please note that this post may be eligible to be sponsored under the Skilled Worker visa route if tradeable points can be used under the Skilled Worker visa rules. For more information please visit: https://www.gov.uk/skilled-worker-visa.

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.