Edinburgh Guarantee Jobs Board

Employer:     

Capital City Partnership is the anchor delivery body for Edinburgh’s employability strategy, working together to tackle inequality and poverty. Our key tasks are to advise, support and develop the city’s Local Employability Partnership and to contract, performance manage and improve outcomes from funded employability services.

Environment: 

The System Support Administrator will sit within the Integrated Knowledge Systems team, focusing on the Helix MIS/CRM system which has now been mainstreamed and is funded by the Local Authorities across the Edinburgh and South East Scotland city region. 

The team is the first point of support for users, offering training, support with the rollout of new functionality, and working to improve data quality across the system. Support requests can range from simple fixes and quick answers, to getting involved in detailed reporting questions and working with providers to ensure delivery in the real world is correctly reflected in the system. The role will be hybrid with a blend of working from home and in the office.

What might a day in this role look like?

• Helpdesk support for users of Helix looking at inbox management and overseeing enquiry response.
• Division of tasks across the team based on user demand, creation of processes to successfully manage inbox, escalation to software supplier and monitoring completion of requests.
• Lead on deduplication of clients and enterprises, sharing records across the system users, closing down records to give clean reporting and other core system tasks. 
• Data cleansing in system to maintain data accuracy and report management such as correcting or deleting of inaccurate activities.
• Development of a communication plan with system users to include regular information about hints and tips, data insights, system developments and new features etc. Measurement of communication success and feedback. 
• Delivery of communication plan to system users including the organisation of regular training for system users, information about user resources and insights from data as well as looking at refining communication processes as the number of users and range of functionality expands.
• Act as lead contact for single Local Authority using the system, attending regular meetings to understand internal processes.
• User maintenance, including updating access permissions and shutting down user accounts as required.
• Management of learning resources for users, including developing a process for resource updating. 
• Contribute to the ongoing development and improvement of the system.
• Other relevant tasks as requested by line manager.

What will I learn?

Personal development opportunities available.

What qualifications/skills are required?

Essential:

• Awareness of business systems with a minimum of 1 year experience working on a CRM/MIS
• Excellent communication skills with the ability to explain complex system issues in an easy-to-follow manner
• A strong problem-solving talent and skill in understanding how real-world scenarios are reflected in system outputs
• Experience dealing with user queries/user helpdesk
• High level of attention to detail to maintain a high level of accuracy with a meticulous approach to record keeping and recording of information
• Ability to develop business processes, and implement them effectively across a small team
• Ability to work independently as well as contributing productively within a team
• Confident in the use of a wide range of software packages, including MS Office particularly in Excel.

Desirable:

• Experience of using the Helix/Hanlon system
• Experience of data analysis/cleansing
• Experience of creating and following communication plans
• Understanding of employability delivery at a local and national level e.g. No One Left Behind, UK Shared Prosperity Fund
• Experience of using an email marketing platform e.g. MailChimp, Campaign Monitor etc.

Apply Now