The Opportunity - The Department of Physics at the University of Cambridge is entering an exciting new era. We have recently moved into the state-of-the-art Ray Dolby Centre, a purpose-built facility for world-leading research. To support this transition and ensure our academic mission is met, we are seeking a proactive Applications and Digital Workflow Specialist to join our dedicated team.
The Role - As a key member of our IT Services Help Desk team, working with our Coding and Server teams, you will deliver customer value across our core enterprise software and workflow ecosystems - particularly Jira Service Management, SharePoint and AI systems, including Anthropic Claude Cowork and Atlassian Rovo. Primarily an onsite role, you will be working with customers to analyse their needs and identify how they might use software applications AI tools and digital processes to improve their work.
Your key responsibilities will include:
Business process analysis: Working with customers to analyse existing digital and non-digital workflows including cross-functional handoffs, to co-create new and improved digital processes and ways of working to deliver better enterprise service management results.
Application deployment and support : Customising applications and digital workflows to improve customer service management, helping staff get the most value from these systems.
Knowledge delivery and automation: Supporting the development and maintenance of knowledge bases delivered by Jira Service Management and AI-LLMs so people can access help quickly and accurately. Automating knowledge using agentic AI and software solutions.
Cybersecurity: Ensuring that the solutions you build, and advice you provide to customers, comply with University and local cybersecurity standards.
Who we are looking for - We seek a results-oriented team player with the motivation to help us deliver ongoing successes to our IT Services customers in Physics and across the collegiate University. You should have:
Experience co-creating customer and enterprise-focused digital workflow solutions in low-code no-code environments.
The ability to work within a highly professional, organised, and Agile-based team framework using Jira sprints, SOPs and defined digital workflows.
A spirit of curiosity, innovation and a willingness to embrace cutting-edge technology and change.
A commitment to customer service excellence, meeting SLAs, maintaining our CSAT scores and reputation within the stakeholder communities we serve.
Once an offer of employment has been accepted, the successful candidate will be required to undergo a basic disclosure (criminal records check) check and a security check.
Click the 'Apply' button below to register an account with our recruitment system (if you have not already) and apply online.
Informal enquiries are welcomed and should be directed to: Richard Ordish, IT Helpdesk Manager at [email protected]. If you have any questions about the application process, please contact [email protected].
Please quote reference KA49728 on your application and in any correspondence about this vacancy.
The University actively supports equality, diversity and inclusion and encourages applications from all sections of society.
The University has a responsibility to ensure that all employees are eligible to live and work in the UK.
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