Platform Support Coordinator

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  • Closing Date:
    30 November 2021

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Karissa Julia Subido

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We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organization, and a proud part of the University of Cambridge.

We are looking for a responsive, collaborative and decisive team member who will help complete the life-cycle of both Incident Management and Service Request Management in the business unit which is responsible for running several key platforms and services globally.  You will establish and ensure that standardized methods and procedures are used in accordance with the Press and Assessment's Service Management model and ITIL best practices.

Why should you join Cambridge?

Our mission is to contribute to society through the pursuit of education, learning, and research at the highest international levels of excellence. Which is why every year, we give vital support to millions of people in more than 170 countries around the world. From teachers and learners to researchers and academics, we help to build confidence, unlock potential, and enable success. We give people the opportunity to show what they've learnt, we spread knowledge, spark enquiry, and aid understanding.

We achieve this by embracing change, and continuously focusing on our customers' needs. And by collaborating, and carefully listening to our customers and to each other, we keep moving forward, keep innovating, and keep finding newer and better ways of doing things.

When you join Cambridge, you get the best possible combination of a supportive, caring environment, balanced with work that brings out the best in you. You will have access to learning and development opportunities, and business tools essential for your role so that you can perform at your peak.

What can we offer you?

The key to our work is our colleagues, whose shared commitment enables us to have an ever-greater impact. We are a united, vibrant, and respectful global community of people, and we ensure that every individual is recognized, listened to, and cared for. And because our impact is amplified when our people are empowered, we give everyone the opportunity to develop in their own way. Whether you want a career that's linear, or want to follow your own path, we'll support you, and help give you the resources and training you'll need to be bold and take ownership of what you do.

The role will be providing third line technical support to customer services, internal product teams and external customers including reviewing and investigating issues with third parties to successful resolution and communicating the  outcomes. You will also be assisting in the  delivery of appropriate training and coaching to other functional team members on using the supported platforms.

In addition, you will also be expected to:

  • Ensure all necessary information is available on received incidents and assigning application support and hosting issues to third-party vendors or internal IT department.
  • Prioritize, coordinate and track work to completion ensuring quality and other service targets are met

On top of these, working with Cambridge will also give you stability. We show our care for our people by allowing them to grow not just professionally but also personally. We promote work-life balance through flexible work schedules, hybrid work arrangements, and generous paid leaves. In addition, you will be entitled to our health care benefits, group life insurance, and robust wellbeing programs right on the first day of joining us.

What will you do in this role?

The role will provide escalation support for customer facing digital platforms in the business unit. This role aims to provide excellent and efficient services to customers and assist in the administration process and activities across all product-facing platforms in the department.

In addition, you will be responsible for:

  • Providing timely, regular and precise Stakeholder communications for all major incidents on platforms.
  • Ensuring that all incident records are up to date such that accurate reports can be generated.
  • Providing assistance and backup service to the Platform Operations Team.

This role will report directly to the Platform Support Manager in the Schools Technology Platform Operations Team.

What makes you the ideal candidate for this position?

You are ideal if you are responsive and decisive in managing critical issues and urgent customer requests by mobilizing all the required support groups for faster resolution of issues or completion of customer needs.  You should put customer at the centre of how you work and have a mindset for continuous improvement.

  • You should have experience collaborating with multiple teams, offering excellent communication lines and a clear understanding of our purpose.
  • You should have a significant experience in analytical and problem solving as a subject matter expert and open on a flexible shift schedule as needed.
  • Executive presence in dealing with senior leaders from both Technology and Business especially during platform outages or major incidents is also highl preferred, along with a high level of accountability and ownership for faster resolution of issues supported by timely and complete status reporting to leadership team.
  • You should have strong focus on managing support issues in digital technology and valuing diversity and inclusiveness by collaborating with the team.
  • You should have experience in providing 3rd line technical support, ITIL practices, process driven skills, excellent English skills (written and verbal), and working with 3rd party suppliers in an IT industry is desirable.
  • Good technology background and ability to quickly get to grips with new and evolving products as well as  good time management and organization skills.
  • You should have a good background and experience in using a helpdesk system as well as understanding monitoring tools like New relic, Site24x7 and some cloud computing concepts.

Cambridge University Press & Assessment is committed to being a place where anyone can enjoy a successful career, where it's safe to speak up, and where we learn continuously to improve together. We welcome applications from all candidates, regardless of demographic characteristics (age, disability, educational attainment, ethnicity, gender, marital status, neurodiversity, religion, sex, and sexual identity), cultural, or social class/background.

We believe that diversity of thought, background, and approach create better outcomes. More importantly, fostering an inclusive culture is the right thing to do, and it's part of how we achieve our purpose: to contribute to society through the pursuit of education, learning and research at the highest international levels of excellence. Ensuring that anyone, no matter who they are, feels they belong here is an essential part of who we are and the contribution we make to society, and to our planet.

To enable an environment which our people can thrive in, our customers benefit from, and where work complements life, we empower everyone to manage their time and capacity, and to prioritise their wellbeing. That's why from day one everyone at Cambridge University Press & Assessment can discuss flexible working options to find the best solution for them and their role.

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