At a Glance
- Tasks: Troubleshoot systems, ensure data integrity, and support customer experience platforms.
- Company: Join Sage, a mission-driven global academic publisher with a passion for education.
- Benefits: Enjoy 25 days annual leave, hybrid working, and professional development support.
- Other info: Diverse and inclusive workplace committed to accessibility and career growth.
- Why this job: Make a meaningful impact in academic publishing while working with diverse teams.
- Qualifications: Proficient in SQL, experienced in system troubleshooting, and strong communication skills.
The predicted salary is between 44000 - 46000 £ per year.
Join us and be part of a mission‑driven, independent publisher. You’ll work with a diverse group of people who share a passion for empowering researchers, educators, and institutions to shape the future.
About Sage
Sage is a global academic publisher of books, journals, and library resources with a growing range of technologies to enable discovery, access, and engagement. Believing that research and education are critical in shaping society, Sara Miller McCune founded Sage in 1965. Today, we are controlled by a group of trustees charged with maintaining our independence and mission indefinitely. Our guaranteed independence means we’re free to:
- Do more – supporting an equitable academic future, furthering disciplines that drive social change, and helping social and behavioural science make an impact
- Work together – building lasting relationships, championing diverse perspectives, and co‑creating resources to transform teaching and learning
- Think long‑term – experimenting, taking risks, and investing in new ideas
About our Team
Join our dedicated Customer Experience team where we work to ensure excellent journeys. Our team plays a key role in linking departments, including Technology and Customer Services, to bring solutions to life. Together, we are committed to making a meaningful impact in the academic publishing landscape.
Could you be our new Systems Analyst, Customer Experience? Are you?
- Able to troubleshoot and resolve system issues by investigating root causes and implementing effective solutions
- Able to communicate technical findings clearly and confidently to both technical and non‑technical audiences
- Experienced in performing data validation and quality assurance activities to maintain data integrity
- Proficient in SQL, with the ability to build and maintain system reports
- Proficient at reviewing system setups and managing user acceptance testing for system changes
- Comfortable operating in both BAU environments and post‑launch hyper‑care phases
- Experienced in supporting CRM or customer service platforms in a live operational setting
- Familiar with working collaboratively with internal technology teams and external vendors
- Knowledgeable about REST APIs, including using tools such as Postman for testing and validation
- Reliable in following defined processes, managing priorities, and delivering work in a fast‑paced global environment
Your new role
As a Systems Analyst, Customer Experience, you will play a key role in maintaining the health and stability of our customer experience systems.
- Ensure CX systems consistently deliver accurate, reliable data and high availability, enabling confident reporting and decision‑making
- Maintain stable, secure, and high‑performing CX systems through effective administration and preventative maintenance
- Facilitate effective support, onboarding, and continuity by maintaining system configurations and workflow documentation that are clear, up‑to‑date, and easy to access
- Minimise user disruption and business risk by identifying and resolving system issues before they impact users
- Safeguard data integrity by running regular validation checks and proactively reviewing data quality trends
- Provide clear visibility of data quality and alignment by building and maintaining meaningful, actionable data quality reports
- Maintain user confidence and efficiency by delivering timely, effective first‑line support for CX system users and their queries
- Ensure system changes and integrations are reliable and low‑risk through planned, detailed testing of systems and workflows
Overview of benefits
- 25 days annual leave (plus bank holidays) with 2 additional floating personal days
- Hybrid working up to 2 days per week in office and a home working allowance
- Life assurance, income protection, and travel insurance
- Private medical cover and access to the company doctor
- Tuition scheme and support for pursuing professional qualifications, including access to Sage books and journals
- Variety of snacks and beverages available in the office
- Healthy lifestyle reimbursement and anniversary trips
- Access to company loans (season ticket loan, rental deposit loan, cycle loan)
We’re a Disability Confident Employer (Level 1). If you’d like to apply under this scheme, please let us know in your application. We’re committed to making our recruitment process accessible and inclusive. If you’d like to request reasonable adjustments, please email humanresources@sagepub.co.uk. Please note we only accept applications via email if an adjustment has been agreed.
Closing date for applications: Sunday 14th June 2026. To ensure we can give each application the attention it deserves, we may consider bringing the closing date forward. Therefore, we encourage you to submit your application as soon as possible to ensure it is considered.
Diversity, Equity, and Inclusion
At Sage, we are committed to building a diverse and inclusive team and to sustaining a culture that celebrates diversity, encourages authenticity, and builds a deep sense of belonging. We encourage applications from all members of society irrespective of age, disability, sex or gender identity, sexual orientation, colour, race, nationality, ethnic or national origin, religion, or belief as crafting value through diversity is what makes us strong.
Systems Analyst, Customer Experience Customer Service & Fulfilment · London, United Kingdom employer: Sage Publishing
Sage is an exceptional employer that champions a mission-driven culture, fostering a collaborative environment where diverse perspectives thrive. With a strong commitment to employee growth, we offer generous benefits including hybrid working options, professional development support, and a focus on work-life balance, all while contributing to meaningful advancements in academic publishing from our vibrant London office.
StudySmarter Expert Advice🤫
We think this is how you could land Systems Analyst, Customer Experience Customer Service & Fulfilment · London, United Kingdom
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to systems analysis. We recommend doing mock interviews with friends or using online platforms to boost your confidence.
✨Tip Number 3
Showcase your skills! Create a portfolio or a project that highlights your experience with SQL, data validation, and system troubleshooting. This will give you an edge and demonstrate your hands-on abilities.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our mission-driven team at Sage.
We think you need these skills to ace Systems Analyst, Customer Experience Customer Service & Fulfilment · London, United Kingdom
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience with systems analysis and customer experience. We want to see how your skills align with our mission and the specific role.
Showcase Your Technical Skills:Don’t forget to mention your proficiency in SQL and any experience you have with CRM platforms. We love seeing candidates who can communicate technical findings clearly, so give us examples of how you've done this in the past!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. We appreciate clarity, especially when it comes to your problem-solving abilities and how you’ve tackled system issues before.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Sage Publishing
✨Know Your Systems Inside Out
Make sure you’re well-versed in the systems and technologies mentioned in the job description, especially SQL and REST APIs. Brush up on your troubleshooting skills and be ready to discuss how you've resolved system issues in the past.
✨Communicate Clearly
Practice explaining technical concepts in simple terms. You’ll need to convey your findings to both technical and non-technical audiences, so think of examples where you’ve successfully done this before.
✨Showcase Your Data Skills
Be prepared to talk about your experience with data validation and quality assurance. Bring examples of reports you’ve built or maintained, and how they contributed to decision-making processes.
✨Demonstrate Team Collaboration
Highlight your experience working with cross-functional teams, especially in customer service or CRM environments. Share specific instances where you collaborated with technology teams or external vendors to achieve a common goal.
