Position Details
Finance Office. Location: University of Birmingham, Edgbaston, Birmingham, UK. Full time, Fixed Term contract up to June 2027. Grade 7. Closing date 25 May 2026.
Salary & Benefits
Starting salary £36,636 – £46,049 with potential progression to £48,822. Benefits include 40 days paid holiday, 1 paid day volunteering, occupational sick pay, pension scheme, and subsidised day nurseries. Flexible working arrangements are available.
Role Summary
The Technical Support Lead in the Core Systems Optimisation team focuses on improving the quality and effectiveness of support for the University’s Oracle SaaS and enterprise systems. The role owns the training strategy, enhances the end‑user experience through better processes, documentation and training, and oversees the work of the Managed Support Provider.
Responsibilities
- Design and maintain a rolling 12‑month user enablement strategy that prioritises in‑system guidance, contextual help, and self‑service resources.
- Lead the creation and continuous improvement of embedded system guidance—including in‑application help, walkthroughs, knowledge articles, FAQs, and just‑in‑time learning resources.
- Ensure self‑service support channels (knowledge bases, guided processes, help panels) are the primary method of user support, reducing reliance on classroom training.
- Analyse Service Desk data and user behaviour to identify opportunities to eliminate repeat issues through improved in‑system support and process design.
- Review root causes of high‑frequency support issues and identify additional training needs.
- Evaluate and report on the effectiveness of the training strategy for review by the Deputy Head of CSOT.
- Collaborate with HR, Finance, Research and IT to align training with university‑wide initiatives.
- Become an experienced Oracle HR/Payroll/Finance user through on‑the‑job training and self‑study.
- Provide Level 2 resolution of IT Helpdesk calls within SLAs and document knowledge transfer.
- Maintain and promote visibility of known issues and workarounds through system‑integrated communications and super‑user channels.
- Ensure all training and support documentation is relevant, fit‑for‑purpose, and reviewed against SOPs.
- Maintain CSOT website and manage super‑user engagement plans.
- Support team administrative duties, communications, social‑media content, and SharePoint administration.
- Ensure health and safety compliance, equipment and accommodation management, and induction documentation.
Qualifications & Experience
- Degree level education or equivalent.
- Relevant professional experience in higher education, public sector or large commercial organisation.
- Knowledge and experience of Finance and HR ERP systems, user enablement, and digital adoption.
- Experience analysing user support trends and Service Desk data to improve system usability.
- Experience designing and delivering digital‑first support models that minimise instructor‑led training.
- Strong communication, stakeholder management, negotiation and facilitation skills.
- Organisational and administrative skills with exceptional attention to detail.
- Proficient with Microsoft Office, Visio, SharePoint and knowledge‑management platforms.
- Collaborative, flexible working style with ability to prioritise work under pressure.
- Knowledge of the Equality Act 2010 and commitment to diversity and inclusion.
- Personal characteristics: intellectual ability, detail orientation, influencing personality, judgement, critical thinking, negotiation, honesty, integrity, resilience.
Additional Information
Internal secondment opportunity available. The University welcomes applications from all backgrounds and is committed to creating an inclusive environment. Diversity, equality, and inclusion are core values that shape our workplace, and we hold recognized accreditations such as Athena SWAN, Race Equality Charter and Disability Confident.
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