IS Graduate Apprentice Analyst

The role supports the IS Senior Product Manager, for the team that the successful applicant is allocated, to deliver effective technology solutions to the University and is part of the wider Information Services (IS) collection of teams, which underpins the delivery of customer focused information systems and services.

Specifically, the post holder will undertake activities relating to, and work with increasing independence in relation to:
- Software integration
- Software configuration
- Software testing
- Software support and troubleshooting
- Data and analytics
- User experience analysis, design, and evaluation
- Content authoring and publishing
- Security operations
- Incident ownership and management
- Reporting

The Computing and Information Services (CIS) has an annual operational budget in excess of £27m, including multi-million pound programmes of change within year, and approximately 172 staff. The Senior Leadership Team report directly to the Chief Information Officer (CIO) with the following portfolios: Strategy and Change; Technical Services; Information Services, and; Cyber Security.

CIS work with departments across the university to provide academic, teaching and administrative services that underpin the day-to-day activities of the whole organisation. CIS is a friendly, but demanding department, where much is expected and can be achieved by competent, self-motivated individuals who are demonstrable in their team work ability. The department works in a hybrid capacity, depending on the job role.

Information Services (IS) is responsible for the provision of a wide range of end-user and customer facing technology services, ranging from: student record management; curriculum & learning, IWMS, integration services; AI; identity and access management, and other immersive technology experiences.

The post holder will be sponsored, and required, to undertake further study that will lead to the award of a digital related qualification. 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.

It is a requirement for this role that the University is satisfied that you meet the apprentice eligibility criteria for the qualification you would be undertaking as part of the role. This includes right to work, residency eligibility, visa duration, previous qualifications conditions and completion viability.

The base location for this role is Boldon House, the University's professional services hub situated on the outskirts of Durham near the Arnison Centre in Pity Me.

Service Delivery Responsibilities:
- Contribute to equality, diversity and inclusion, and the University's values.
- Apply relevant industry and professional standards to ensure that facilities are safe, secure and appropriate for public access and use.
- Respond to queries and provide information/advice, while raising more specialist or complex queries with more experienced team members.
- Use experience and problem-solving skills to investigate and resolve issues relevant to the role and make recommendations based on findings.
- Ensure that information used to analyse the service being delivered is accurate and provide reports and analysis of patterns and trends to senior colleagues.
- Monitor and analyse the use of equipment and resources to ensure efficiency and report findings to senior colleagues.
- Support the use of assistive technologies, social media and applications to meet security and safety requirements.
- Continually review what is required from staff, students and others to make sure the best possible service is provided.

Planning and Organising:
- Plan and organise workload to deliver the role.
- Organise and schedule assigned resources, activities and events.
- Monitor processes and activities to ensure team priorities are met.
- Help to plan and evaluate the services provided by the area.

Teamwork:
- Provide specialist support and advice to team members on areas of expertise.
- Make changes to the services provided by the team in discussion with other team members.
- Identify opportunities and contribute to decisions on how to improve services.
- Seek feedback from students, staff and others on their requirements from the service.

Communications/Liaison:
- Use knowledge and expertise to provide advice and guidance to resolve problems and respond to a wide range of queries.
- Provide instruction and demonstration to others within area of working beyond immediate team.
- Create good working relationships with team members and internal and external partners and suppliers.
- Build relationships with contacts and contribute to internal and external networks to share good practice and exchange information.

Essential Criteria:
1. Five GCSEs at least Grade C or level four (or equivalent) including English Language and Mathematics, or a Post-16 qualification or equivalent experience.
2. Degree level qualification and demonstrable experience of software coding skills learned within a formal IT role, within an education setting, or via a hobby.
3. Experience of working within a team to ensure the delivery of high-quality services.
4. Experience of providing advice and guidance to a range of customers and colleagues.
5. Experience of managing time to meet deadlines.
6. Residency eligibility — the apprentice must have the legal right to work in England and meet the residency requirements detailed in the Funding Rules for Apprenticeships (ordinarily resident in the UK for at least three years immediately before the apprenticeship begins, with applicable exemptions).
7. Excellent spoken and written communication skills and the ability to develop effective working relationships, both internally and externally.
8. Strong digital competence with demonstrable skills in using core digital tools including internet, email, digital communication tools, Microsoft 365 applications, digital booking systems, and project planning tools.
9. Industry or professional knowledge/recognition relevant to the role supported by relevant courses or certification.
10. Committed to continuing professional development.
11. Ability to solve problems independently and as part of a team and plan appropriate solutions.
12. Knowledge of health and safety issues.
13. Ability to participate in networks to share and discuss good practice and exchange information.

Desirable Criteria:
14. Experience in at least 2 mainstream scripting languages, including JavaScript.
15. Experience in at least 2 mainstream high level programming languages, e.g. C++, Java.
16. Experience in using APIs including knowledge of software development using REST and SOAP APIs in an Oracle environment.
17. Knowledge of Oracle or SQL Server relational databases and database programming using PL/SQL or TSQL.

Benefits:
- 27 days annual leave per year in addition to 8 public holidays and 4 customary days per year (39 days total). The University closes between Christmas and New Year.
- Parking across campus, cycle to work scheme, and discount 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, and holiday camps for children aged 5–16.
- Wide-ranging health and wellbeing support including discounted membership for sport and gym facilities and access to a 24-7 Employee Assistance Programme.
- Volunteering activities to make a difference to the local community.
- Family friendly policies, including maternity and adoption leave, among the most generous in the higher education sector.
- Development opportunities including qualifications, IT skills, courses and apprenticeships.
- Generous pension schemes with varying contribution amounts.

The post is full time, fixed term for a 2-year period and may be offered on an internal secondment basis.