JOB DESCRIPTION
JOB TITLE:
REPORTS TO:
DIRECTORATE/SECTION:
GRADE:
Systems Officer – Business Development
Operations Manager
Centre for Creative Learning/Digital Campus Services
III
JOB SPECIFIC INFORMATION AND CHALLENGES
The specific role of a Systems Officer in the DCS Business Development team is to provide
high level technical support for professional services computer resources including server
and network infrastructure, physical and virtual desktop computers and mobile devices,
academic systems and business information provision.
The post holder will have a variety of technical skills in network infrastructure, user
authentication and licence control, centralised storage, desktop support and the ability to deal
with a variety of technical issues on Windows and Apple Macintosh based resources. They
will anticipate problems and suggest solutions as well as reacting to specific system faults
and errors which are at times complex and unusual.
The post holder will maintain and develop appropriate system and operational workflow
processes and provide clear and concise documentation for both technical and non-technical
stakeholders if required. They will be an important source of support and advice for staff and
students in the operational delivery of the business efficiencies and digital learning
infrastructure.
The main challenges for the post holder will be to deliver their duties with minimal
supervision, exercising initiative and independent problem solving; they are expected to draw
on past experience and knowledge in working with computer based resources. Although the
role requires the ability to work to clear priorities and operational plans, the post holder will
need to appreciate the boundaries of their knowledge and refer problems upwards when
appropriate. The University is heavily reliant on its ICT systems and any system down time
has a big impact on the academic delivery. In summary the post holder must be aware that
DCS is a service-focussed section supporting AUB strategic and operational developments
and they will need to work with stakeholders across both business and academic disciplines
and at various levels.
The Arts University Bournemouth continually strives to maintain up to date technology and
the post holder is expected to maintain and extend their skills and knowledge base in ICT and
digital learning developments.
DCS Systems Officer - BusDev
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JOB DESCRIPTION
PURPOSE
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To provide technical support of the University management software applications (e.g.
Citrix, VMWare), network infrastructure, hardware and peripherals and associated user
applications within the academic and business sections.
To liaise with staff to resolve technical queries, including less straightforward queries,
without the need for close supervision.
To determine business and operational workflow processes against software applications
and system integration
To maintain computer builds (physical and virtual) to offer consistency of user experience
and software application experience.
Work with service desk escalation and senior colleagues within the section.
To maintain a strong and consistent service to all stakeholders of the University.
KEY DELIVERABLES
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Specialist:
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To provide technical support and maintenance for the DCS systems to the
University’s professional sections, including network, hardware, management and
user software applications.
To research and implement resolutions to technical faults and problems as
escalated by the service desk, liaising with staff / students to resolve queries,
including less straightforward queries and liaison with external contacts, without the
need for close supervision.
To support physical and virtual server (VMware) and desktop infrastructure (VDI Citrix).
To provide basic administration for service records, asset registers, configuration
management data and licence agreements, ensure these are kept up to date.
To respond to and problem solve both general and more specific queries, within the
scope of routine duties and procedures.
To produce DCS related documents, to a detailed brief, e.g. documentation for
disaster recovery and business continuity purposes.
To demonstrate basic analysis and interpretation of ICT related data and
information, within a general brief.
Digital Campus Services - Systems Officer – Business Development
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JOB DESCRIPTION
Customer / Teamwork:
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Planning & Organisation:
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To deliver a high level of involvement and support demonstrating a proactive and
positive approach in partnership with DCS, professional services, MIS and key
stakeholders using own initiative, knowledge and experience.
To contribute to the work of the DCS team in support of the achievement of team
deliverables, coordinating and supervising work as appropriate.
To engage with academic and business teams and external stakeholders to ensure
business efficiencies and workflow processes work effectively.
To work effectively and collaboratively with colleagues in project teams resulting in
desired project and section deliverables.
To monitor and review the quality of work done by self and others, identifying
possible improvements.
To achieve work deliverables by prioritising work, escalating issues to line manager
or others as appropriate.
To deliver a consistently high level of accuracy in work to ensure reliability of
system is maintained.
To plan own workload over period of several weeks, reprioritising to take into
account changing requirements and urgent / unscheduled tasks.
To apply knowledge of stakeholder requirements, within the scope of own and
broader section’s operational duties, to identify suggestions where DCS service
may be improved.
To implement improvements to service / efficiencies / working practices / methods /
processes taking account of customer feedback, changes to policy, strategy or
external environment.
To plan effectively reactive and proactive requests made through the service desk
including maintenance, software updates and installations.
Digital Campus Services - Systems Officer – Business Development
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JOB DESCRIPTION
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FURTHER INFORMATION
This role is part of the Digital Campus Services (DCS) section of the University. DCS is a
centralised support service hub for the delivery and maintenance of core computing
resources and networking infrastructure on behalf of all staff and students. The strategic aim
of the University is to have a DCS team robust enough to support true innovation; able to
develop enhanced and proactive relationships with stakeholders and to meet the
unpredictable demands of digital change over the next few years.
Digital Campus Services consist of three key teams: 1) Business Development; 2) Digital
Learning and 3) Service Desk and each team is led by a Senior Officer. This configuration
explicitly recognises the broad and interrelated range of responsibilities of the group and
demonstrates that all three areas should be seen by service users to have equal status. The
Digital Learning team will incorporate all matters relating to the learning environment and the
Business Development team will manage and support the technical needs of professional
services including, for example: finance, admissions, student information and HR systems.
The Business Development and Digital Learning teams will both have expertise in technical
infrastructure. The Service Desk is for all users and has been identified as a key area for
development. AUB is proud that the Service Desk supports student computing-experiences
alongside the support given to professional and academic staff.
ORGANISATION CHART
Head of
Digital Campus Services
Digital Campus Services
– Operations Manager
Senior Digital Learning
Development Officer
Senior Digital Learning
Officer
Senior Network Officer
Business Development
Senior Service Desk Officer
2 x Systems Officers
2 x Systems Officers
2 x Service Desk
Technicians
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JOB DESCRIPTION
CONTACTS
Internal:
 Head of Digital Campus Services
 Digital Campus staff
 Professional Services Managers and staff
External:
 Suppliers
 Hosted service teams
 Peers in other education provider contexts
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