Onboarding analyst

Overview

Salary: £25,500 per annum+ shift allowance after training + comprehensive benefits package

Jisc grade:TGE1 (internal use only)

Job Type: Permanent

Hours: 35 hours per week

Shifts: Core working hours whilst training, followed by Monday-Friday rotating 4-weekly shift pattern (Early 07:00
-15:00/Core 09:00 – 17:00/Late )

Reports into: Customer success team leader

Working style: Hybrid - A blend of working from home and your nominated hub office. We have hubs located in London, Bristol, Manchester and Oxford.

For 30 years Jisc has pioneered digital solutions for UK education and research, transforming how knowledge is created, shared and used.

We are uniquely positioned to protect, promote and lead the sector in digital and data transformation, making a difference to students, communities and society. Together, we are working to build a better digital future for education and research.

Raise your potential at Jisc through our culture of lifelong learning. At Jisc, we re all about growth, so embrace new challenges, sharpen your skills and shape a career that excites you.

Open Athens, part of Jisc, has the vision to become the world’s most user-friendly information access management experience, helping academics, students, scientists and library patrons gain access to the knowledge they need to achieve great things.

As a Support and onboarding analyst you will provide expert knowledge, first-class support and a great customer experience to customers using Open Athens products and services. You will be providing service desk and implementation support to both new and existing Open Athens customers and partners worldwide, who rely on the team’s expertise and guidance.

We want you to thrive in this technical role within the Open Athens customer success team, your goal being to deliver the gold standard of technical support and onboarding expertise to our global customer base.

• Providing first-class customer support for all Open Athens products
• Effective and timely monitoring and triage of all incoming customer support queries
• Maintaining a high level of customer service to all stakeholders
• Ensuring all customer support queries and tasks are handled effectively and in line with our processes and SLAs
• Identifying trends or patterns, and communicate these appropriately
• Collaborating with Open Athens stakeholders on projects and in product workshops

• Experience in a customer-facing role is essential
• Excellent customer service skills, including empathy, listening skills and patience
• Excellent time management and organisational skills as you will be working to SLAs and call management procedures
• Excellent problem-solving and troubleshooting skills
• Ability to communicate with both technical and non-technical customers
• Strong teamwork skills

We know that sometimes people can be put off applying for a job if they think they can’t tick every box, so we encourage you to apply even if you do not meet 100% of the requirements, but if you feel this role is perfect for you. You may be just the right candidate for this or other roles!

Specific patterns for working in the office are not mandated, and the frequency of time worked in the office is agreed with your manager. Meeting in person is something we value, so you may need to travel on occasion to any of our hub offices.

At Jisc, every role is meaningful, and every individual is valued. We foster a culture of continuous learning and personal growth, offering opportunities to develop new skills and make a real impact in education and research. With a strong focus on work-life balance, we embrace flexible working that prioritises outcomes over hours, empowering you to create a rhythm that energises both your professional and personal life.

Jisc’s culture is powered by our four guiding principles: putting customers first, driving innovation, creating impact, and championing inclusive collaboration to deliver sustainable outcomes and shape a better future.

• Flexible work pattern, which can adapt to suit your schedules and personal commitments
• 31 days annual leave (plus bank…