At a Glance
- Tasks: Support digital workplace and business systems, driving adoption of AI and automation tools.
- Company: Join the Goldsmiths’ Company, a leader in digital innovation.
- Benefits: Competitive salary, hybrid work, and opportunities for professional growth.
- Other info: Dynamic role with excellent career development in a collaborative environment.
- Why this job: Make a real impact by enhancing user experience with cutting-edge technologies.
- Qualifications: Experience in application support and strong Microsoft 365 skills required.
The predicted salary is between 45000 - 55000 £ per year.
The Goldsmiths’ Company is hiring a Digital Applications & AI Support Analyst to support the continued development of its digital workplace and business systems environment. This is an excellent opportunity for an experienced support professional who enjoys working across applications, Microsoft 365 technologies, user support, and digital improvement initiatives. The successful candidate will play a key role in ensuring colleagues are supported effectively while helping drive adoption of modern workplace technologies, automation tools, and AI-enabled solutions.
Place of work: Goldsmiths’ Hall, Foster Lane, London, EC2V 6BN
Job Type: Full Time, Fixed-Term Contract (up to 18 months)
Hours: Monday to Friday, 9:30am to 5:15pm, Hybrid
Reports to: Head of IT
About the role: We are recruiting a Digital Applications & AI Support Analyst to support the continued development of its digital workplace and business systems environment. This is an excellent opportunity for an experienced support professional who enjoys working across applications, Microsoft 365 technologies, user support, and digital improvement initiatives. The successful candidate will play a key role in ensuring colleagues are supported effectively while helping drive adoption of modern workplace technologies, automation tools, and AI-enabled solutions.
Your Roles and Responsibilities:
- Provide 1st and 2nd line support across business applications and end-user technologies.
- Support and maintain key platforms including CRM, finance, HR, membership, event management and SaaS applications.
- Troubleshoot system, access, and Microsoft 365 issues, ensuring incidents are managed through to resolution.
- Work with users to understand operational challenges and identify opportunities to improve processes and system usage.
- Coordinate with external software vendors and managed service providers to resolve issues and implement changes.
- Assist with application upgrades, testing activities, release validation and user communications.
- Create and maintain knowledge articles, support documentation, user guides and operational procedures.
- Support Microsoft 365 services including Teams, SharePoint, OneDrive and Outlook.
- Contribute to data quality, reporting and system administration activities.
- Support the introduction and adoption of AI and automation technologies across the organisation.
- Promote best practice around information security, user access management and data governance.
Your Skills and Experience:
- Previous experience in an Application Support Analyst, Business Systems Support Analyst, IT Support Analyst or similar role.
- Experience supporting business systems such as CRM, ERP, finance, HR, membership, event management or other SaaS platforms.
- Strong Microsoft 365 experience including Teams, SharePoint, OneDrive, Outlook and Exchange Online.
- Experience working within an IT Service Management environment using tools such as ServiceNow, Freshservice, Jira Service Management or similar.
- Strong troubleshooting, incident management and problem-solving skills.
- Experience working with third-party suppliers and technology partners.
- Ability to translate user requirements into practical system improvements and support solutions.
- Experience creating user documentation, knowledge base content and support materials.
- Excellent communication skills with the ability to explain technical concepts to non-technical audiences.
- Strong customer service focus with a proactive and collaborative approach.
- Understanding of data protection, information governance and secure system administration practices.
- Exposure to Microsoft Copilot or Claude or other workplace AI tools.
- Experience with Power Automate, Power Apps or other low-code technologies.
- Microsoft 365 or Power Platform certifications.
- Experience working within membership, charity, education, heritage or professional services environments.
Digital Applications & AI Support Analyst - £45,000 - £55,000 p.a. (Full Time) employer: The Goldsmiths' Company
At Goldsmiths Company, we pride ourselves on being an exceptional employer that values collaboration, creativity, and community engagement. Located in the heart of London, our work culture fosters a supportive environment where employees can thrive through professional development opportunities and meaningful contributions to our membership events. With a focus on delivering outstanding service and a commitment to employee well-being, we offer flexible working arrangements and a chance to be part of a passionate team dedicated to celebrating heritage and craftsmanship.
