Application Analyst (Collaboration Solutions)

Discover a world of endless possibilities with Cambridge University Press & Assessment, a distinguished global academic publisher and assessment organisation proudly affiliated with the prestigious University of Cambridge. 

We have an exciting opportunity for an Application Analyst to join our Collaboration Solutions team. The role will support an application suite which is used by our entire organization, with a variety of tasks, managing queries, liaising with customers, and internal stakeholders, and providing assistance on a day-to-day basis.  

Why Cambridge? 

At Cambridge, our unwavering commitment is to excel in education, learning, and research on a global scale. With a presence in over 170 countries, we empower millions of individuals, unlocking their potential and enabling their success. From dedicated teachers shaping young minds to visionary researchers pushing the boundaries of knowledge, we embody a relentless pursuit of enlightenment, curiosity, and understanding. 

We embrace change as an opportunity for growth and progress, constantly adapting to meet the evolving needs of our customers. Collaboration and attentive listening are at the heart of our journey, as we work hand in hand with our customers and each other to innovate and discover more effective ways to achieve our goals. We believe people thrive in an environment where Trust and Empowerment are at the forefront, which is why all our new team members are provided regularisation on their first day so they can start #PursuingPotential from day one. 

Joining Cambridge means becoming a part of an extraordinary institution renowned worldwide. Beyond that, you'll become a part of a vibrant and forward-thinking community that transcends tradition, fostering a culture of continuous growth and personal development. Here, we provide the perfect environment for you to thrive, supporting your professional journey and empowering you to reach your highest potential. 

What can you get from Cambridge? 

In this role, you'll have the opportunity to collaborate with colleagues from diverse branches, expanding your horizons and enriching your understanding of different cultures. We value your wellbeing and offer stability, fostering your professional and personal growth through internal and external activities and training sessions to help enrich your skillset. 

Enjoy work-life balance flexibility through our range of options, including flexible schedules, hybrid work arrangements, and generous paid leave. As a regular employee on Day One, you'll have access to comprehensive healthcare benefits, ensuring your peace of mind with coverage for dependents, group life insurance, and robust well-being programs.  

Your responsibilities as an Application Analyst:

• Proactively communicate through voice/video calls, including screen sharing, to address 2nd line helpdesk incidents and requests, consistently achieving or surpassing target SLAs.
• Pioneer innovative methods to engage with internal customers, advocate for supported tools, and gather feedback for continuous improvement of user support processes.
• Collaborate with various business areas at Cambridge University Press and Assessment to understand their processes and the SaaS applications they use, fostering more collaborative work environments.
• Develop and maintain subject-matter expertise on designated applications, staying informed about technical innovations, and applying knowledge for optimal service delivery to both internal and external customers.
• Ensure effective collaboration with teams such as Collaboration Solutions Delivery, third-party suppliers, and other IT departments, following service management protocols and supporting ITIL adoption within the Collaboration Solutions Service team.

What makes you the ideal candidate in this role? 

You will be an ideal candidate if you have proven experience in a similar role in a technology team, including: 

• Supporting and/or administering Legal and Compliance applications, including MS Teams and SharePoint online, 
• Supporting a variety of other collaboration tools, and; 
• Working with Agile methodologies and the ITIL framework, and sharing the benefits of these methods to colleagues outside of Technology 

Importantly, your communication and interpersonal skills will be as well-developed as your technical acumen. You will ideally:  

• Have an extremely strong relationship with our values, and; 
• Thrive off of working with multiple teams, across a variety of applications, offering excellent communication skills and user engagement. 

Please see attached job description for further details on the role.