Application Analyst - Collaboration Solutions

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  • Closing Date:
    23 October 2021

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Arianne Santos

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Job Purpose

The role holder will be part of a team delivering excellent end user support within agreed SLAs across the full range of our collaboration platforms, including (but not limited to) M365 and Atlassian suite applications. User support will be focused on allowing business processes through use of these applications, troubleshooting issues and teaching users on best use of the available technology.

This role will inform governance of our suite of collaboration tools, and will be required to balance user feedback with technical best practice to help guide governance models that act as frameworks in which we can enable users, rather than restrictions to productivity.

Enablement is a key theme in this team's operation, acting as partners to the wider organization. The post holder will be crucial in furthering business engagement and adoption of our collaboration toolset, and in implementing effective and inventive ways to evangelize the applications we utilize. Opportunities for enhancing our IT Training offerings based on feedback and common queries should also be recognized, and raised with the IT Training function (also within this team).

Legal and Compliance tools are also managed from within this team, and the post holder will be required to assist with tickets in this area, managing their time and feeding back to management if resource levels are not adequate.

Proactive stakeholder engagement across the organization, at all levels, is required to instill confidence in the Colleague Solutions area delivering for the business on both a day-to-day basis and in the implementation of changes.

Principal Duties

  • Proactively communicate with colleagues in response to 2nd line helpdesk incidents and requests through voice/video calls and screenshare where suitable; empowering users and working with the wider organization, consistent in achieving or exceeding target SLAs.
  • Pioneer new methods of engaging with internal customers, evangelizing our toolset, and gathering data and feedback to better aid users and processes going forward.
  • Work alongside various business areas to discern their processes and the (largely SaaS) applications they use to follow these processes.
  • Ensure our Legal and Compliance applications are aided and feed back into future versions of the support model.
  • Facilitate customers from across Cambridge University Press and Assessment in their remit to work more collaboratively.
  • Develop and maintain subject matter expertise on designated application(s) to inform decisions and approaches taken by business stakeholders as well as project and BAU-support teams.
  • Keep informed of technical innovations and developments on new and existing platforms and applications to apply that knowledge in delivering the best possible service to internal and external customers.
  • Work with the Collaboration Solutions Delivery team to ensure all development and improvements are documented and understood prior to handover into BAU support.
  • Provide data and feedback to guide further developments in our collaboration toolset, and work with the Collaboration Solutions Delivery team to discern colleague needs.
  • Build and maintain constructive relationships with the other application teams, infrastructure and service management, and the broader IT department.
  • Inform the governance of our collaboration platforms and work with other related teams across Core Technology to ensure guidelines are adhered to and all documentation and technical artefacts (including but not limited to known issues, workarounds, training plans, RACI matrices, back up and disaster recovery plans) remain up to date.
  • Work effectively with third-party suppliers to escalate  tickets and use these interactions as an opportunity for learning.
  • Follow apt service management protocols; aid and facilitate ITIL adoption within the Collaboration Solutions Service team.

Knowledge and Experience

  • Bachelor's degree or relevant professional qualifications and/or experience.
  • Appropriate industry standard certification or at least 3 years' experience in 1st/2nd line support and/or IT training.
  • Strong analytical, problem solving and conceptual skills.
  • Exceptional written and verbal communication skills, able to adapt to both technical and non - technical audiences. The post-holder must be fluent in written and spoken English.
  • Conceptual knowledge of information technologies and methods, and an aptitude for learning new tools.
  • Strong interpersonal skills.
  • Ability to work well on cross - functional project teams and foster teamwork to tasks.
  • Knowledge of, and experience of working within the ITIL framework.
  • Experience in the publishing industry or in a production/service environment.
  • Experience of one or more of the following are not required but is an advantage: M365, Jira/Confluence (Server or Cloud) Administration, ITSM Administration, Basic HTML/CSS/XML, OneTrust, Ironclad

Do you aspire to be part of an esteemed global organization and a well-known brand?

Our brand and name is a product of close to 500 years of experience creating world-class learning and research solutions, and assessment programs in accord with the highest technical standards.  Today, we have more than 50 offices worldwide and over 6,000 high - performing employees delivering products and services that reach 170 countries and over 15 million customers worldwide.

Do you dream about making a difference and contribute to society?

Here at Cambridge, our purpose is simple – we unlock people's potential with the best learning and research solutions, and provide excellence in education.  Our products and services help inspire learners all over the world to go further and to have the confidence to access a lifetime of enriching experiences and opportunities.

Do you aspire to be in a place that reinforces you and demands the best of you?

To deliver on our promise to our customers, we know that we have to get it right with our colleagues first – the people creating our world-class products and services.  We invest heavily in the learning and growth of our talent, because we know that it is the foundation to have a culture of innovation.  And we believe in empowering people, because it provides you the freedom to unleash your talent and develop your potential to the fullest.

Do you believe in equality, diversity and inclusivity?

As a global organization, we embrace diversity – in all its various forms – as it is the key to our success.  We value and respect those differences, because it brings about a wide range of perspectives on how we operate as a whole, and how we act as a progressive member of society.  We are an inclusive workplace where opportunities to succeed are at hand to those up to the task. 

Do you value your well-being?

We recognize and take our employees' well-being earnestly.   Our ways of working, benefits, policies and programs are oriented towards providing a place which promote and advocate wellness.   We believe in being a partner of our colleagues to help them balance the demands both at work and at home.


If the above inspires and excites you, surely you would want to know more.   Visit our company website and social media profiles to learn more about us and how we may be the company that matches your goals.


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16th Floor, Frabelle Corporate Plaza, 129 Tordesillas St., Legaspi Village Makati City, Philippines, 1229

Contributory pension scheme

Flexible Working

Flexible working environment

Life Assurance

Group Life insurance coverage


‘Press Extra’, offering discounts at high street retailers

Annual Leave

28 days holiday entitlement, increasing to 30 days after 10 years of service


Free on-site Gym facilities,
cycle to work scheme


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