Job Description AS12035

Transcription

1 Visual Identity Team Human Resources Section name Job Description AS12035 Post Title: eresources Support Coordinator Grade: 5 Faculty/Department: Henley Business School / Faculty Office / Technical Development Reports to: Responsible for: Technical Services Manager none Purpose To be part of a team responsible for delivering Henley Business School s elearning environments to clients and support to other Henley Business School specific IT Systems Main duties and responsibilities elearning Granting and revoking access to restricted areas of Greenlands Campus websites and administer the security access groups which relate to them. Examples are access to elearning, elibrary, discussion forums, Exam Case study areas and Profile creation in VLE areas. Ongoing Maintenance and enhancements to existing Lotus Notes / Domino web for elearning in support of programmes across the Greenlands Campus, following feedback from Programme Management, Clients and other Henley Business School colleagues Liaising with Programme Coordinators on programmes running, schedules, intakes, and requirements in terms of e-resources and access. Producing elearning virtual learning environments (VLEs) using pre-existing templates according to the timetable which involves communicating with the Programme Support. Customising the pre-existing elearning VLE templates to the requirements of a corporate client, co-branding adding removing of specific sections and renaming sections for example Supporting the Technical (Notes / Domino) aspects of the Web developers (Marketing) web and assist in ensuring that the updated online materials are available in the elearning environments. Troubleshooting and resolving issues within the VLE that are reported by the IT Services Helpdesk or have been sent directly to the Technical Development Enquiries mailbox and ensure a timely response to the originator of the support request being mindful that we have a global client base so they may University of Reading 2012 Friday, 04 May 2012 Page 1

2 be in a different time zone to us. Support requests are to be added and updated in the IT Helpdesk system. The requests can be made by people both internal and external and at all Levels via or telephone. Take responsibility for user training of e-learning areas and if required provide VLE demonstrations where appropriate. Website / Intranet Managing and updating content on the Faculty Office pages of the Website and Intranet using the University s Activedition CMS system CRM System Assisting the Marketing CRM Administrator to manage, organise, store and access the customer management data on the Pivotal CRM system, including identifying ways to improve usage and liaising with IT Services and other relevant departments to implement. Assisting the Marketing CRM Administrator in the first line support for the Pivotal CRM system and deputising for them in their absence Other duties Document processes and procedures used, to ensure contingency and cover in case of absence or leave. Escalate to the Technical Services Manager any processes that have not been adhered to and follow through of subsequent actions. Supervision received This post reports to the Technical Services Manager who will provide detailed supervision in the form of workload planning and general line management support, but there is a need to be able to prioritise workload. For example a particularly important support request. In addition the Technical Developer will provide support with technical related issues with Lotus Notes (Domino) Supervision given No direct reports, but general Notes / Domino guidance, to both the Database Manager and Marketing s Web Development team when required. Contact Outside the direct reporting line, the role requires regular liaison with Programme Co-ordinators, Marketing, Database Manager, Programme Support Management/Academic Staff, IT Services and Technical Development teams and with other staff across the Greenlands campus at all levels. There is also contact with external clients and these can also be from people at all levels. University of Reading 2012 Friday, 04 May 2012 Page 2

3 Terms and conditions Fixed Term contract for 2 years. Full time working hours at the Greenlands campus are 36 hours per week, Monday to Friday. This document outlines the duties required for the time being of the post to indicate the level of responsibility. It is not a comprehensive or exhaustive list and the line manager may vary duties from time to time which do not change the general character of the job or the level of responsibility entailed. Date assessed: 21 March 2012 University of Reading 2012 Friday, 04 May 2012 Page 3

4 Person Specification Job Title: eresources Support Coordinator School/Department: Henley Business School / Faculty Office / Technical Development Criteria Essential Desirable Skills Required Attainment Knowledge Relevant Experience Understanding and proven experience using IT Able to work with internal and external clients and provide workable IT solutions. Customer Service focused Demonstrable web development skills Good general education at A level C or above Working Knowledge and use of such as Outlook, Word, Excel and PowerPoint Proven experience in an Administrator role Proven customer service experience Demonstrable web development experience Demonstrable skills in the use of Lotus\ Domino Designer Experienced in the use of HTML, JavaScript or Java Previous experience of CRM systems and data management IBM Certified Associate Developer certification IBM Lotus Notes Domino 7 Application Development skills Working Knowledge and use of Pivotal (CRM system) Working Knowledge and use of Adobe Dreamweaver Demonstrable experience in developing new Domino Demonstrable experience in making enhancements to existing Domino Experience with LotusScript Experience of using a CRM system University of Reading 2012 Friday, 04 May 2012 Page 4

5 Disposition Other Attention to detail Able to work to deadlines Able to work under own initiative as well as within a team Proactive approach Willingness to undertake additional training Willingness to take Health and Safety Training Evidence of continuing commitment to selfdevelopment Completed by: Technical Services Manager Date: 21/03/2012 University of Reading 2012 Friday, 04 May 2012 Page 5