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

If you have a keen eye for detail and a passion for software systems then this is a great opportunity!  We’re looking for someone to join the Enterprise Systems team in IT Services to work on our Salto Access Control System. 

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The role involves lots of interaction with stakeholders across the University to understand their access requirements and also system configuration to ensure our spaces are accessible to the right people at the right time.   

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No two days are the same in this role, you’ll be dealing with support queries which vary greatly in their complexity and require a fast turnaround so you’ll need to be good at juggling priorities.  You’ll get involved with preparing training materials and delivering user training too, so excellent communication skills are a must. 

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Working as part of a small team, you’ll should be happy to pitch in ideas, undertake detailed software configuration and contribute to the delivery of new and enhanced system features. 

Job Purpose

Responsible for providing user support and training, carrying out specialised configuration and testing for multiple systems that contribute to the provision and continuous improvement of the University’s suite of business applications.

Main Duties and Responsibilities

1.      To analyse system change requests and assess the impact of new system releases prior to implementation, taking into consideration other corporate systems, ensuring any impact on other systems is considered and communicated to the appropriate staff/Schools/Colleges.

2.      To liaise with stakeholders to understand their requirements and subsequently configure the appropriate system to meet these requirements in the most efficient and effective way.

3.      To contribute to user experience activities including capturing and managing user feedback and data.

4.      To provide specialist operational knowledge to users to mentor them in how to get the best from central student and staff facing mobile apps and systems.

5.      To resolve operational issues and queries independently through troubleshooting and advising on courses of action as appropriate.

6.      To carry out system testing, identifying and capturing issues to support continuous improvement and efficiency.

7.      To support the development and delivery of training including user guides, knowledge base articles, FAQs and trouble-shooting guides.

8.      To deliver system demonstrations and presentations to support and promote new and current system changes, including user communications.

9.      To liaise with the Systems Development Manager and/or Scrum Masters to create and add tasks to system backlogs as a result of issues raised via the helpdesk, testing or user research.

10.   To organise own workload within multiple projects by planning and prioritising own schedule and coordinating with other project team members in order to ensure that timescales and targets are met.

11.   To deal with sensitive information and data held for all University staff with a very high degree of confidentiality and discretion adhering to data protection legislation.

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

A3 An understanding of system testing and the logging of technology issues.

A4 Knowledge of helpdesk systems and managing support tickets

Desirable

B1 An understanding of the student journey through the University from registration to graduation.

B2 A good understanding of FOI and DPA legislation.

B3 Knowledge of project management and change management techniques and frameworks (e.g. Prince2 or Agile).

Skills

Essential

C1 Ability to devise, develop and implement new procedures.

C2 Ability to manage and prioritise workload amongst many projects, meet tight deadlines and work under pressure.

C3 A careful approach to work with particular attention to detail and high standards of accuracy.

C4 Ability to analyse and solve problems independently in a time-pressured environment.

C5 Ability to use initiative, work with minimal supervision and work as part of a team.

C6 Ability to deal with difficult situations diplomatically.

C7 Ability to understand and interpret service requirements and provide potential solutions.

C8 Proven ability to deliver IT training to users with varying skill sets.

C9 Excellent communication and interpersonal skills at all levels of the organisation.

Experience

Essential

E1. Experience working in a role supporting and configuring corporate systems.

E2 Experience of handling and managing user expectations, particularly where new technologies are being introduced.

E3 Experience of troubleshooting system user issues.

E4 Experience in managing competing priorities in a time-pressured environment.

E5 Experience of analysing data in order to inform decision making.

E6 Experience of providing specialist advice and information to a wide range of audiences with differing levels of knowledge

Desirable

F7 Experience of working in the HE Sector

F8 Experience of working with IT teams

Terms and Conditions

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

This post is full time and fixed term for up to 3 years from agreed start date.

Closing date: 23:45 3rd March 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.