Job Description
As a key member of the Service Delivery Operations team, the Service Systems Administrator will provide essential operational support by maintaining accurate and complete data within core Kaplan systems. The role holder contributes to the smooth execution of day-to-day processes and carries out timely data entry, supporting our strategy to ensure Kaplan is easy to do busy with.As the Service Systems Administrator, you will:Act as the first point of contact for system queries and issues via FreshdeskProcess data and support the production of reports, as instructedComplete updates and housekeeping tasks within the systemsManage own workload and priorities ensuring that deadlines and expectations are met and quality is maintainedBuild and maintain strong working relationships with internal stakeholders, contributing to opportunities for efficiency and continuous improvementChampion, in all that we do, the vision, values and quality expected by KaplanDetailed responsibilitiesSystem & Data AdministrationUse a variety of platforms to best facilitate routine tasks. These include: Google WorkspaceOnefileBusiness CentralDayscheduleExcelPowerBI Update systems with information relating to Learner progress. An example of this would be adding notes from internal support teams to Onefile.Assist with tasks relating to user management and system access, including:Setting up system access for external Line Managers Resolving user queries Raising system related issues As required, create new system based forms or templates, and complete system housekeeping tasksSupport with reporting tasks as requiredFollow GDPR processes at all times to prevent and if necessary promptly report data breaches. Triaging and responding to our team’s Freshdesk queriesTriage queries allocated to our team in Freshdesk and resolve them where possible.Reassign to the relevant team/colleague or escalate to a Manager, as appropriate, if you are unable to resolve yourself.Ensure all responses are provided within agreed service level agreements.Help drive continuous improvementReview the process and guidance documents relevant to your role, twice yearly, to identify anomalies and update them as applicable, to ensure all processes are clearly and correctly recorded. Make suggestions to improve our processes and drive efficiencies in our team, using AI to support improvements where applicable.Suggest improvements that can be made to our systems.Thoroughly test any new developments in relation to the above tasks and provide feedback on their viability.You’ll also carry out other duties, within the broad scope and spirit of your role, as requested by your manager. Our business continuously evolves, so your role will too.