Service Implementation Lead (Systems)

About us 

Our mission is to provide transformative, high-quality digital education, so students can learn, wherever they are.

We collaborate with academics and professional services staff across the university, and with our external partners, to design, develop and deliver a wide range of educational programmes.   

Our learners study with us from across the world, choosing when and where they study, working around their schedules.  

We are a dynamic team with ambitious growth targets in a priority area of development for King’s. We proudly foster a supportive culture and community which prioritises both individual and collective wellbeing. 

Join us as we open futures and unlock potential.  

About the role

This is a full-time post (35 hours per week) and you will be offered a one year fixed-term contract / secondment. The role is based in central London, 1-2 days per week in the office with the remainder at home. However, if a successful candidate lived a significant distance from central London, a fully remote contract would be considered.

King’s Digital Student Support is a new service, in place to provide online distance postgraduate students with support, throughout their course. The service is in its first year and is implementing several important systems-related requirements, which will enable us to deliver an exceptional student experience.

We are looking for someone with experience of business analysis, systems (CRM – Microsoft Dynamics, telephony, MS Teams in particular) and customer service to join the team for a year and help embed our systems-based ways of working and support the team in their use, working closely with IT and other stakeholders to achieve the necessary solutions.

This is an exciting opportunity to join our team and be part of the set-up of student support for online distance learners; your work will leave a lasting impact on the lives of thousands of students for many years to come. The team are friendly and professional, and you’ll be able to access training opportunities, support and guidance throughout the contract.

We are looking for candidates with exceptional communication and problem-solving skills, sound understanding of how to implement new technological systems and ways of working, and a good working knowledge of the student administration and/or student support processes within a higher education provider.

About you

To be successful in this role, we are looking for candidates to have the following skills and experience: 

Essential criteria

• Experience of implementing new systems or services particularly where there is a heavy reliance on IT and digital systems
• Experience of project management and delivery of outputs, from start to finish, to achieve business objectives
• Experience and knowledge of the ways of working in a busy, customer-focused team including adherence to SLAs, performance reporting, team building and process improvement
• Excellent communication and interpersonal skills, able to build effective relationships
• Able to negotiate and influence while maintaining trust and rapport
• Experience of working with a student-facing or customer service/high volume service setting

Desirable criteria

• Understanding of the KCL use of Scaled Agile (SAFe) and the KCL use of Planning Increments (PI) and Agile Release Trains (ART)
• Understanding of the Helix system to raise issues or software requests
• Understanding of Dynamics CRM, SharePoint/Teams, KEATS (Moodle), SITS eVision and telephony solutions, ideally in KCL or other higher education setting
• Capability to use Visio, Excel, PowerPoint and Word proficiently; exposure to MS Azure DevOps

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