System Support Administrator

This System Support Administrator will ensure smooth service delivery for the Track Record cloud-based platform, handling reactive support requests, configuration and data updates, and maintaining compliance, accuracy, and operational efficiency. Working hours are 8:30 am – 5:00 pm, Monday to Friday. The role is full‑time with a hybrid schedule requiring 2 days in the Manchester office and 4 days a week during the initial training phase.

Responsibilities

• Document and Action Management – organise, track and manage documents and actions, and ensure timely follow‑ups.
• Data Management – process and manipulate large datasets, import and update data registers and geometry data, and maintain accuracy across all updates.
• Configuration and Maintenance – implement configuration changes requested by clients or stakeholders and perform regular housekeeping and system maintenance tasks.
• Supplier Engagement – collaborate with client and project delivery teams and maintain positive relationships with suppliers.
• System Training and Support – provide training and support to users of the Track Record platform and assist clients with technical queries.
• Client Management Reporting – prepare, review and validate scheduled management reports for clients, ensuring accuracy and completeness.
• Basic Technical Support – offer Level 1 technical assistance via telephone and live chat, troubleshoot common issues and provide solutions.
• Collaboration with Technical and Operations Leads – work closely with the Track Record Technical Lead and Operations Delivery Lead, escalating process changes and identifying key trends to improve system efficiency.
• Supporting Project Managers and Client Managers – assist in delivering solutions to clients, monitor client performance metrics, contract review meetings, and document control processes.
• Project Progress Reporting – collaborate with project managers to track progress, provide regular updates on milestones and deliverables.

Essential Qualifications

• Strong teamwork skills – collaborate effectively with colleagues and contribute to a positive team environment.
• Strong work ethic – meet deadlines, go the extra mile and maintain a positive attitude.
• Deadline‑oriented – work under tight deadlines, prioritise multiple tasks and follow instructions.
• Database management and data analysis experience – proficient in managing databases and analysing data.
• Quick learner – willingness to learn new software programs and processes.
• Organisational skills – high attention to detail and strong organisational abilities.
• Proficiency in Microsoft Office (Excel, Outlook, Word, PowerPoint, Teams).
• Problem‑solving – strong analytical skills with the ability to identify and resolve issues.
• Professionalism – high standards of presentation and efficiency.
• Effective communication – confident written and oral communication skills both internally and externally.

Desirable Qualifications

• Client‑facing interaction – previous experience engaging directly with clients.
• Understanding of client service delivery – familiarity with processes and requirements involved in delivering services to clients.
• Experience in CSM Function of ServiceNow – knowledge of ServiceNow’s Customer Service Management module.
• Familiarity with geometry data and its application within project management systems.
• Experience with Power BI – reviewing reports for accuracy.

As a disability confident employer, we will interview disabled candidates who best meet the criteria. We welcome applications from candidates who are seeking flexible working or who may not meet all of the listed requirements for the role. We encourage flexible working arrangements and promote a hybrid working policy, allowing employees to split their work week between Jacobs offices, projects and remote locations.