¹û¶³Ó°Ôº

Experiences

Activities and responsibilities likely to be required when working at this level

• Creating communications for service users
• Developing user guides and general user information
• Organising user groups and gathering feedback, and reporting back to senior managers
• surveying users to find out about the user experience
• Facilitating two way dialogue between users and IT
• ÌýRepresent IT at various ¹û¶³Ó°Ôº meetings, e.g. departmental/faculty meetings
• Building and maintaining relationships with the users of specific services;
• Maintaining relationships with external organisations relating to specific services
• Provide input to supplier review
• Responding to jobs through the ticketing system and supporting the customer/user;
• Dealing with customer relationshipsÌý
• Analysing the jobs raised and finding the most appropriate course of action to resolve this;
• Recording engagement interactions with customers and tracking progress
• Understanding the peaks and troughs in demand of services and the patterns of business activity
• Event management support, e.g. communication with room bookings

Personal and professional development

Development options to consider when working towards this level

Learning on the job

• Managing mini-projects
• Develop a deeper understanding of the HE/research sector

Learning from othersÌýÌý

• Work shadowing
• Coaching
• Join a Community of Practice (CoP)
• Joining external groups and mailing lists
• Reading trade magazines

Formal learning

• LinkedIn Learning
• Courses in writing communications for the web, etc.
• Presentation skills

Transferable skills and competencies

¹û¶³Ó°Ôº uses the Universal Competency Framework (UCF) to discuss transferable skills. Find out moreÌýdetails on the framework.

Analysing

• Analysing and evaluating information
• Testing assumptions and investigating
• Producing solutions
• Making judgements
• Demonstrating systems thinking

Presenting and communicating information

• Speaking fluently
• Explaining concepts and opinions
• Articulating key points of an argument. Presenting and public speaking
• Projecting credibility
• Responding to an audience

Writing and reporting

• Writing correctly
  Writing clearly and fluently
  Writing in an expressive and engaging style
  Targeting communication

¹û¶³Ó°Ôº Ways of Working

These describe expected behaviours in line with ¹û¶³Ó°Ôº culture and values.Ìý For Ways of Working indicators and steps to development please refer to theÌýWays of Working website.Ìý