IS Apprentice - Identity and Access Management (IAM)

The role is situated within the Identity and Access Management (IAM) team, supporting the system which manages the lifecycle of the IT accounts across the University. The team is part of the wider Information Services (IS) collection of teams, which underpins the delivery of customer focused information systems and services. The IAM team works widely across other CIS teams, as well as many other departments across the University.

The IAM team are responsible for ensuring the system grants staff, student and others, appropriate access to systems, applications and data. The team are heavily reliant on input around processes and procedures from other departments. This role offers excellent opportunities to gain hands-on experience with large datasets and database technologies whilst also working on processes and procedures to support the strategic direction of the team.

The post holder will be required to undertake an apprenticeship approved study pathway that will lead to the award of a digital related qualification. The study pathway will be funded by the university, and approximately 6 hours per week of working time will be allocated to study time. The apprenticeship will be in one of the following areas: Cyber Security, Data, or DevOps. The decision as to what level of study will be undertaken, and the topic to be studied, will be determined by the post holder's previous study and work attainment experiences, and acceptance by the training provider to offer a training place.

The base location for this role is Boldon House, our exciting new professional services hub, situated on the outskirts of Durham near the Arnison Centre in Pity Me. It is a requirement that the postholder works from Boldon House at least 3 days a week.

Typical Role Requirements:

Service Delivery:
- Provide an excellent and timely service to students, colleagues and anyone else encountered as part of the role.
- Log, record and pass on information for use by others.
- Carry out tasks that may require specialist skills in a system (training will be provided).
- Follow established procedures when carrying out the role, varying when necessary or referring to more senior colleagues.
- Collect, organise and record data and information accurately for use by others.
- Apply relevant industry and regulatory standards.

Teamwork/Liaison:
- Help colleagues with other key activities undertaken within the service, including tasks relating to ongoing projects.
- Help and cooperate with the rest of the team on operational matters to help achieve shared objectives.
- Liaise with staff in CIS and wider in the University to ensure that services are being delivered in an efficient and collaborative way.
- Help team members review and update risk assessments.

Communication/Personal:
- Contribute to equality, diversity and inclusion and the University's values.
- Follow established procedures to respond to queries and bring complex issues to the attention of more experienced team members.
- Log and record helpdesk queries and apply the correct escalation procedures where necessary.
- Learn the skills needed to deliver services in an IT/IS environment.
- Respond to queries from students, staff and others where necessary.

Essential Criteria:
1. Five GCSEs at least Grade C or level four (or equivalent) including English Language and Mathematics or equivalent experience.
2. Experience of working in a team or having relevant qualifications for the role.
3. Experience of managing time to meet deadlines.
4. Must have completed, or be on track to achieve: a Level 3 digital related apprenticeship at grade Merit or above; or A-Level passes at CCC or above with one STEM subject; or BTEC Digital/ICT related Level 3 at grade DMM or above; or T-Level in an Engineering or Digital pathway at grade Merit or above.
5. Residency eligibility — must have the legal right to work in England and meet apprenticeship residency requirements.
6. Good spoken and written communication skills.
7. Good digital skills including experience using digital devices and apps including email, digital communication tools, Microsoft 365 applications, and digital booking systems.
8. Committed to ongoing training and continuing professional development.
9. Ability to solve problems as part of a team and resolve straightforward issues.
10. Ability to provide advice and guidance to a range of colleagues and customers.
11. Knowledge of health and safety issues.
12. Basic level of software coding gained within an educational setting, previous employment, or through a hobby.
13. Awareness of data laws and regulations.

Desirable Criteria:
14. Experience of working in an IT environment.
15. Awareness of Identity and Access Management principles.

Benefits:
- 27 days annual leave plus 8 public holidays and 4 customary days (39 days total).
- Parking across campus, cycle to work scheme, and discounts with local bus and train companies.
- Exclusive discounts via benefits portal including supermarkets, high street retailers, IT products, eating out and days out.
- On-site nursery rated Outstanding by Ofsted; holiday camps for children aged 5–16.
- Discounted membership for sport and gym facilities; access to a 24/7 Employee Assistance Programme.
- Volunteering opportunities in the local community.
- Generous family friendly policies including maternity and adoption leave.
- Development opportunities including qualifications, IT skills, courses and apprenticeships.
- Generous pension schemes.