Software Support Analyst.
Rated as the best support by our clients, Simitive's Support team helps universities get the most out of Simitive's software. Become a go-to expert in how our products work and how universities manage staff workloads.
Role overview
The role.
Rated as the best support by our clients, Simitive's Support team helps universities get the most out of Simitive's software. As well as answering questions and dealing with issues, we manage the day-to-day administration of our software on behalf of our clients, handling everything from setup to ongoing support. It's a team effort — we work closely with clients and colleagues across Simitive to make sure everything runs smoothly.
As a Software Support Analyst, you'll become a go-to expert in how Simitive's products work and how universities manage staff workloads. Your main job is to help clients set up, get comfortable with, and keep on top of their workload planning processes within our software. You'll work alongside other teams at Simitive, making sure clients get what they've been promised, on time and to a high standard.
Main responsibilities
What you will do.
Client Support & Relationships
- Help clients adapt the system as their needs change, updating settings, data and processes to match.
- Build and maintain strong relationships with the key people at each client institution.
- Respond to client questions and service requests accurately and within the agreed timeframes.
- Keep an eye on the bigger picture, making sure clients are genuinely benefiting from the service overall.
- Help clients by producing workload reports and supporting them in understanding what their data is telling them.
Team & Delivery
- Work as part of the Support team, coordinating the work needed to meet each client's goals and agreed service commitments.
- Stay informed about work being delivered by other Simitive teams as part of a client's contract.
- Work collaboratively with other Simitive teams when a task benefits from shared input.
- Keep other Simitive teams in the loop about client issues, requests or anything else that might be relevant.
- Follow Simitive's support processes and procedures.
Knowledge & Continuous Learning
- Share what you learn with the wider Support team and stay up to date with developments across Support Services.
- Keep internal guides and documentation current and in line with Simitive's standards.
- Build a strong working knowledge of the Simitive systems relevant to your role.
- Keep up with news and developments in the higher education sector.
Qualifications, skills & behaviours
What we are looking for.
Skills & experience
Simitive welcome applications from all levels of qualification, experience and background. Skills that would be helpful include:
- Comfortable using computers and learning new software.
- Good written and verbal communication skills.
- The desire to provide good client service.
- Good attention to detail.
Behaviours
- Acts in line with Simitive's values.
- Brings a positive, can-do attitude, both individually and as part of a team.
- Embraces Simitive's commitment to continuous improvement.
- Communicates professionally and considerately with all teams, recognising that everyone has their own pressures.
- Thinks ahead, spotting potential problems early and planning to avoid them.
- Explains things clearly, whether talking to a colleague, a client, or someone new to the topic.
- Stays curious and informed about the higher education sector.
- Follows all company policies and procedures.
- Represents Simitive positively at all times.
Ready to apply?
If this sounds like the right next step, we would love to hear from you. Send your CV and a brief note to our recruitment team.
We believe that great teams are made up of people with different backgrounds, perspectives and life experiences. We actively welcome applications from people of all ages, those with caring responsibilities, career returners, or if you are at the beginning of your career. If you need any adjustments to support you through the application or interview process, please email recruitment@simitive.com.