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JOB VACANCY

Platform Operations Analyst

Education changes lives forever. It broadens horizons, breaks down barriers, and fires imaginations. Like the University of Oxford, of which we are a part, we are committed to uncompromising standards, freedom of expression, and the enrichment of lives through education. This is our motivation, our purpose, and our mission. It is why 100% of the money we make is reinvested into education and research. It is why all 6,000 of us in 52 countries care deeply about reaching more people in more places, with world-class learning and research materials and services.

The Education Division provides books and resources across Primary, Secondary, Trade and Children's markets, both for the UK and for customers around the world. We are passionately committed to our mission to educate and inspire.

About the Role

This is an exciting opportunity to join us as a Platform Operations Analyst to provide technical and user support to customer services, external customers and business users of Oxford Education digital products and to support the provision of platform services to customers.

As a Platform Operations Analyst you will:

  • Provide second-line support for customers and end users via phone and email for calls escalated by the first-line support team, so that customers receive prompt and effective support in accordance with the agreed service levels for the platforms.
  • Research problems raised by customers and end users and work with Customer Services and the platform development teams to find solutions, so that customers receive timely and effective solutions to technical support queries.
  • Maintain and keep up to date all relevant technical support and help sites, including adding
  • frequently asked questions and suggesting ways to improve the aid given to customers, so
  • that Customer Services are able to resolve as many technical issues as possible during first-line support calls.
  • Maintain an up-to-date record of all customer interactions and product issues and fixes on the technical support database, and generate reports to key stakeholders within Oxford Education to ensure they are kept informed of issues and progress.
  • Support and train Customer Services and business users in using the services provided through the Oxford Education platforms so that they are able to resolve issues quickly and maintain Oxford Education’s reputation for speedy responses to customers.
  • Carry out minor technical improvements to help to keep the platforms operational and provide support to the development and support teams where required.
  • Attend Platform Owners Groups (POGs) representing customers in the prioritisation discussion regarding platform changes.
  • Carry out user acceptance testing (UAT) to agreed timeframes and standards; liaise with schools to carry out user testing – to ensure our products are thoroughly tested and releasable to the market.

About You

If you’re interested in a Digital focussed career with technical support experience, a passion for education, a customer focus and excellent communication skills looking for a new challenge, then this opportunity will interest you. 

The successful candidate will demonstrate the following:

  • Knowledge of front end programming: JavaScript, CSS, XML, MySQL and HTML
  • Familiarity with back end systems including: CMS, LMS, SAP, integrations
  • Professional attitude
  • Excellent communication skills (verbal and written)
  • Experience of a customer-facing role, preferably providing telephone support
  • Experience in a technical support role

Benefits

We care about work/life balance here at OUP. With this in mind, we offer 25 days’ holiday that rises with service, plus bank holidays and Christmas closure (3-days) and a 35-hour working week. We are open to discussing flexibility in respect of working hours and the use of technology to support remote working, dependent on role. We also have an on-site gym with subsidised membership fees and a great variety of active employee networks and societies. 

We help make your money go further by contributing to your pension up to 11%, offering loans and savings schemes through our partnership with Salary Finance, in addition to travel to work schemes and access to a wide range of local discounts. 

Please see our Rewards and Recognition page for more information.

Queries

Please contact wendy.foster@oup.com should you have any queries.

We’re all currently working from home at the moment due to COVID.  We are currently thinking through how we use our offices in the future and  are open to discussing flexibility within this such as a blend of office and home working.

We are committed to supporting diversity in our workforce, and ensuring an inclusive environment where all individuals can thrive. We seek to employ a workforce representative of the markets that we serve and encourage applications from all.


 
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Location
OUP UK - Oxford
Great Clarendon Street, Oxford, Oxfordshire, UK
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  • Division:
    Education
  • Department:
    Oxford Education Central Management
  • Closing Date:
    29 July 2021
  • Salary:
    Up to £24,000 dependent on skills and experience
  • Location:
    OUP UK - Oxford
  • Full Time / Part Time:
    Full Time
  • Ref:
    2367
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