Department: Estate and Facilities Management

s

Job Description

Department: Estate and Facilities Management

Location:Exion 27, Hollingbury

Job title:CMIS User Support Officer

Post number:ES5085

Grade:5

Responsible to:Estate & Facilities Management Systems Manager

Main areas

of responsibility:

1. / To set up and manage the CMIS timetabling system help desk to support all university CMIS users.
2. / To prepare and deliver the training for users at all levels on the CMIS timetabling system.
3. / To support the EFM Systems Manager in the implementation of the programme for the on-going development and deployment of the CMIS timetabling system across the university.
4. / To investigate, test and document new functionality in the CMIS timetabling system.
5. / To support as needed other Estate and Facilities Management activities for the university.

Specific duties:

1. / To set up and manage the CMIS timetablingsystem help desk to support all university CMIS users.
1.1 / To obtain and maintain a detailed understanding of the CMIS system and the academic annual timetabling and resource allocation processes as required ensuring the system’s effective use.
1.2 / To give detailed advice and support to users about the principles and operational details of the system in the context of the university’s timetabling and resource allocation operations.
1.3 / Organise and resolve issues and queries made directly to the CMIS user support team.
1.4 / To provide support to all users by telephone, email or face to face.
1.5 / To organise the allocation of own work and other members of the support team.
1.6 / To liaise with Information Services to resolve technical issues for the system and development of the system
1.7 / To monitor and analyse the performance of the user support help desk function and provide reports to the EFM Systems Manager.
1.8 / To develop and maintain the support service.
1.9 / Train and supervise user support staff as required.
2. / To prepare and deliver the training for users at all levels on the CMIS timetabling system.
2.1 / To provide the support and training of staff across the university in the use of the CMIS system, including the production of training materials and user documentation.
2.2 / To work with schools to design tailored internal training programmes to support individual schools use of the CMIS system.
2.3 / To revise and update training material in line with new functionality.
2.4 / To facilitate regular training days / workshops to support user development.
3. / To support the EFM Systems Manager in the implementation of the programme for the on-going development and deployment of the CMIS Timetabling System.
3.1 / To contribute to the ongoing development and deployment of the CMIS timetabling system into the university environment.
3.2 / To be a member of the EFM Systems Team and attend other working groups that may be formed from time to time to support the project as directed by the EFM Systems Manager.
3.3 / To assist the EFM Systems Manager in liaison with academic and school support staff to understand requirements and develop a programme to suit their specific needs.
3.4 / To arrange the university CMIS user group, providing a forum for sharing experience and issues with other CMIS users and attending individual schools’ CMIS user groups.
3.5 / When required represent the university at external user groups and liaise with the system supplier.
3.6 / Support the EFM Systems manager in project administration, tracking tasks, following up actions, taking minutes of meetings and providing progress reports.
4. / To investigate, test and document new functionality in the CMIS timetabling system.
4.1 / To investigate, test, implement and document new areas of functionality, both within the existing modules and when new processes are introduced by the software company.
4.2 / To manage the integration of new functionality into the processes, procedures, training and support of staff as appropriate.
4.3 / To investigate, test and document new features introduced during upgrades to the CMIS timetabling system.
4.4 / To work closely with the suppliers of the CMIS timetabling system and to participate in relevant user groups to ensure the best possible outcomes in terms of systems development for the university.
4.5 / To test, propose and document solutions to problems encountered in the use of the system.
4.6
4.7 / To support the EFM Systems manager liaising with university staff and software providers to develop the outputs from the system for the benefit of staff and students across the university.
To provide and develop user reports from the CMIS system as required.
5. / To support as needed other Estate and Facilities Management activities for the university.
5.1 / The CMIS User Support Officer is a full team member of Estate and Facilities Management (E&FM) and will be required to contribute to other E&FM activities as required. This may include maintaining the data in the E&FM data management system (Planon) and assisting with room bookings on CMIS.

Selection criteria:The criteria below indicate the qualities that are needed to do the job well. Candidates will be selected according to the extent to which they satisfy these criteria. Evidence of potential will also be considered. Most of the criteria must normally be met in order to qualify for selection.

Essential:

• Knowledge/qualifications: good degree in an IT related subject or other evidence of a high level of analytical, problem identification and solving skills; experience end user of computer software applications (e.g. financial packages, booking systems); highly numerate; experienced user of Microsoft Office packages, Outlook, Word and Excel.

• Communication: clear, concise, accurate written and oral communication with particular ability to explain complex processes and procedures; able to write effective, clear and concise reports; ability to prepare and deliver effective training in systems use to a variety of audiences.

• Service: demonstrated knowledge of and commitment to relevant service standards.

• Self motivation: sets and meets objectives on own initiative; committed to all aspects of the job and to continuous self – development and a self starter.

• Teamwork: flexible, co-operative, helpful; self-aware; collaborates well; respects ideas and expertise of others; appreciates own strengths and weaknesses.

• Supervision: able to train and supervise others.

• Organisation: has developed effective work systems and meets agreed priorities efficiently.

• Response to change: keeps abreast of developments and contributes effectively to planning and implementation of change.

• Analysis, creativity and problem-solving: solves problems and develops plans successfully.

• Physical: extensive use of display screen equipment; able to visit users on all sites of the university efficiently.

Desirable:

• Experience of CMIS or other timetabling software.

• Relevant experience of higher education processes, in particular timetabling.

• Familiarity of Microsoft Project and Microsoft Visio.

• Experience of work on projects, preparing project plans and action lists.

• Experience of Help desk support work.

• Experience with process analysis and process improvement techniques.

This job description sets out the duties of the post at the time it was drawn up. Such duties may vary from time to time without changing the general character of the duties or level of responsibility entailed. Such variations are a common occurrence and cannot of themselves justify a reconsideration of the grading of the post.

Ref:HLW

Date: 6th March 2014