Customer Success Analyst – Web CMS

Grade 7

This role will sit within the Web Platform team who are responsible for the support and development of the University’s Drupal web publishing platform, Oxford Mosaic. This new and growing platform is used by clients University-wide to build websites in support of administration, outreach, public engagement and research dissemination. Currently supporting upwards of 30 sites, the eventual aim is to support hundreds over the next year. This is a pivotal role, being the key resource for providing application expertise to site owners and other users to enable them to maximise the value they derive from the platform toolkit to successfully build high quality, engaging and effective websites which realise their communications objectives.

This role is for an experienced web content management application expert with customer support expertise who is able to use their experience to make a positive contribution within the team. Working within the development team and closely with the third line technical support developer, the post holder will be responsible for the support of the new platform service and projects as well as delivering key engineering and support improvements.

Essential selection criteria

  • Education to degree level in a computing or IT-related subject or able to offer the equivalent in terms of professional experience
  • The ability to meet tight deadlines, with an adaptable and flexible attitude towards the demands of their job
  • Careful attention to detail and an ability to demonstrate an understanding of the need for programming and documentation standards in development work
  • The ability to work within, and contribute to, a team environment and build and maintain effective working relationships with customers, users and colleagues within the wider project team
  • The ability to work on their own initiative and to take responsibility for managing an area of work

Selection criteria – technical and specialist

  • Expertise in using, supporting and configuring CMS systems
  • A creative problem solver with an exceptional understanding of what makes a good website, the ability to identify user requirements and implement a toolkit to realise these
  • Experience developing high quality help documentation for end users
  • Effective development and delivery of training workshops and presentations
  • Effective in investigating and helping resolve technical issues
  • Knowledge of regulatory requirements and best practice standards relating to accessibility, data protection and privacy, and the ability to make assessments and provide advice and guidance in these areas

Desirable selection criteria

  • Some experience of working in or with higher education institutions
  • Experience of working with software development teams

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