Student Information and Advice Insight Analyst

The University of London

The University of London is the UK’s largest provider of international distance and online learning and the convenor of a federation of 17 London-based universities, many of which are among the highest-ranking universities in the world.

Collectively the federation represents a cohort of some 250,000 learners and 50,000 academic and professional services staff. Within this cohort are around 40,000 University of London students who study programmes which are developed and delivered in partnership with our 17 federation members.

The University of London is also home to the School of Advanced Study, the national centre for the humanities and a champion for the arts and humanities.

Although proudly rooted in London, our community and impact are global.

The Role

Student Information and Advice Insights Analyst

We are seeking a detail-oriented and analytical Student Information and Advice Insights Analyst to join our Student Services team. The successful candidate will monitor and optimise the enquiry management system knowledgebase, ensuring high standards by generating and reviewing reports, identifying trends and FAQs, fixing errors, and reporting bugs promptly. The role involves analysing and enhancing the knowledge base, contributing to business processes, and enforcing governance policies.

Key Responsibilities:

The role includes monitoring the performance of the enquiry management system against targets, actively reviewing analytic reports, and fixing errors. The analyst will report bugs in a timely manner, identify trends and FAQs, analyse areas for improvement in the knowledge base, and manage feedback on knowledgebase and enquiry content. Additionally, the role involves establishing and enforcing governance policies within the ServiceNow knowledge management framework to maintain data integrity and compliance, coordinating with ITDS teams during upgrades, and enhancing reporting capabilities. The analyst will also represent the Student Information and Advice Office in meetings, respond to student queries on the enquiry management system, assist in managing a high volumes of calls, and promote the University’s policies and safety standards.

For a full role profile, please refer to the job description.

Further information

To be considered for this opportunity, please submit your application and CV (by clicking ‘Apply’) before the closing date at 23:59 on 26th March 2025.

The University will be unable to sponsor candidates for a visa for this role. Successful applicants must be able to demonstrate their right to work in the UK for the duration of their employment.

The University reserves the right to close the vacancy earlier than the published end date should it receive sufficient applications to warrant earlier shortlisting.

Preferential consideration will be given to the University redeployment pool.

The University currently operates a Hybrid Working framework involving a mix of working remotely and in the office. Typically, the majority of employees will be able to agree to work remotely for up to 60% of their working week, role dependent, however you will be required to attend on specific days for training or team meetings.

The University of London is committed to promoting a diverse and inclusive working environment where we can all be ourselves and succeed. We particularly encourage applications from members of Black, Asian, and Minority Ethnic communities as this group is currently under-represented at all levels within the University. All appointments will be made on merit, based on the criteria identified in the job description.

Pursuing excellence in education and equal opportunities.

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