Education Systems Support Officer

Job description

**About the Team** The Education Solutions Team is a newly established function within the Education Directorate, focused on improving the systems, processes and digital tools that support education quality assurance across the UK. Working across education, technology, data and operational teams, the function is helping to modernise the way education regulation is delivered. The team supports colleagues, Approved Education Institutions (AEIs) and external stakeholders by ensuring education systems are effective, accessible and fit for purpose. As the team continues to develop, there is a strong focus on service improvement, data quality, user experience and digital innovation. This is an exciting opportunity to join a growing team and contribute to the future development of education systems and support services. **Your Role and Impact** As an Education Systems and Support Officer, you will play a key role in supporting the systems and processes that underpin Education Quality Assurance. Acting as a primary point of contact for system users, you will provide high-quality support to both internal colleagues and external stakeholders, helping them to navigate systems, resolve issues and maximise the value of the tools available to them. You will work across multiple systems and platforms, supporting day-to-day operations while also contributing to wider improvement initiatives. By identifying recurring issues, analysing trends and working closely with colleagues across Education, Data and Technology teams, you will help drive enhancements that improve efficiency, user experience and service delivery. In this role you will: - Provide first-line support for Education Quality Assurance systems and applications. - Manage, investigate and resolve user queries, issues and service requests. - Support stakeholders in using digital systems and tools effectively. - Monitor support activity and maintain accurate records of issues, resolutions and trends. - Analyse recurring system issues and identify opportunities for service improvement. - Support testing, implementation and continuous development of systems and processes. - Produce reports, management information and insights to support operational decision-making. - Contribute to data quality, data maintenance and system integrity activities. - Develop guidance materials, user documentation and training resources. - Work collaboratively with colleagues across Education, Technology and Data teams to enhance systems and services. - Support projects and change initiatives designed to improve education systems and operational effectiveness. - Champion a positive user experience and a customer-focused approach to service delivery. This role offers the opportunity to combine customer support, systems administration, problem solving and continuous improvement within a developing and highly visible function. **What You Will Bring** We're looking for someone who is solutions-focused, curious and passionate about providing excellent support services. You will bring: - Experience providing systems, administrative, operational or customer support within a complex environment. - Strong problem-solving skills and the ability to investigate issues and identify practical solutions. - Experience working with digital systems, databases or business applications. - Excellent communication skills with the ability to explain technical or process-related information clearly to different audiences. - Strong organisational skills and the ability to manage competing priorities effectively. - Experience maintaining accurate records, data and management information. - Good analytical skills with the ability to identify patterns, trends and opportunities for improvement. - Strong stakeholder management skills and the ability to build effective working relationships. - Experience contributing to process improvement, service enhancement or change initiatives. - Confidence using Microsoft 365 applications, including Excel, Teams, Outlook and SharePoint. - A proactive approach to learning new systems and technologies. - A commitment to delivering high-quality service and positive user experiences. Experience working within education, regulation, quality assurance or a technology-enabled service environment would be advantageous, but we welcome applications from candidates with transferable skills and experience from a wide range of sectors.