This is a key supporting role in ensuring that operational systems and processes are used consistently, correctly, and in line with agreed governance standards across the Operations function. The role supports system users, coordinates training and onboarding activity, maintains operational documentation and helps embed controls and compliance into day-to-day operations.
Acting as a bridge between operational teams, systems specialists and governance requirements, the role contributes to effective system adoption, risk reduction and operational resilience, particularly during periods of system change and continuous improvement.
Reports into: Systems & Performance Manager
What you’ll be doing…
- Provide first-line support to operational users for day-to-day system queries and issues.
- Assist with user access requests and basic system administration tasks in line with agreed controls.
- Log, track and follow up system issues, escalating to the Systems Analyst or IT where required.
- Support the smooth day-to-day operation of operational systems by helping users follow agreed processes.
- Coordinate and deliver training for new starters on operational systems, processes and ways of working.
- Support system rollouts and changes by preparing and delivering training sessions and communications.
- Maintain training materials, user guides and reference documentation, ensuring content is current and accurate.
- Track training completion and support refresher training where required.
- Maintain operational process documentation, ensuring it reflects approved and current ways of working.
- Support adherence to governance requirements, including data protection, system usage standards and audit controls.
- Assist with GDPR awareness and compliance activities within operational processes.
- Maintain evidence and records required for audits and reviews.
- Create and maintain new inventory‑related suppliers in Unibuy, ensuring requests are complete, correctly coded and compliant with Procurement and Finance policies before submission.
- Monitor adherence to inventory and supplier data standards through regular checks and exception reporting and work with process owners to address root causes when issues arise.
- Support system change activity by coordinating user involvement in UAT.
- Assist with the preparation and maintenance of UAT documentation, test evidence and issue logs.
- Support change readiness and post‑implementation activities to help embed new processes and system functionality.
- Act as a central coordination point for system‑related communications and guidance.
- Identify recurring issues or knowledge gaps and propose improvements to training or documentation.
- Support continuous improvement initiatives by helping standardise and simplify processes.
- Support the Systems Analyst with adhoc tasks/projects
A little bit about you…
- Experience in an operational support, systems support or coordination role within a structured environment.
- Strong organisational and administrative skills, with the ability to manage multiple activities concurrently.
- Experience supporting users with systems or process queries.
- Ability to produce clear, accurate documentation and training materials.
- Good working knowledge of standard office applications (e.g. Microsoft Office, especially Excel and Word).
- Experience supporting operational systems (e.g. ERP, work management or asset management systems).
- Exposure to training delivery, onboarding or knowledge management.
- Experience supporting governance, audit or compliance activities.
- Familiarity with GDPR or data protection principles.
- Experience supporting UAT or system change activities.
- Methodical, organised and detail‑focused.
- Approachable and supportive, with a strong customer‑service mindset.
- Comfortable working within defined processes and controls.
- Able to communicate clearly with a wide range of stakeholders.
- Proactive, reliable and committed to continuous improvement.
- Calm and resilient in a changing operational environment.
We are committed to equal employment opportunities regardless of race, colour, ancestry, religion, national origin, sexual orientation, age, citizenship, marital status, disability or gender identity.
Many of our colleagues work flexibly in many different ways. Please talk to us at interview about the flexibility you need.
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