System Support Officer

System Support Officer

The focus of this role is primarily to support and administer the grants management systems that underpin our service. As a member of the Systems Team, the postholder will be responsible for assisting the Research Systems Manager in overseeing the planning, management and reporting of testing components for the main and other systems, liaising closely with colleagues within the team, NIHR Co-ordinating Centres and external vendors.

The Systems Team is currently supporting several digital NIHR initiatives and the post holder will be expected to contribute to these, working closely with the Digital Improvement/Business Analyst team. The Digital Strategy Programme is a NIHR initiative which seeks to personalise and modernise research through innovation and collaboration to transform the way that research is delivered and managed. The One NIHR Project is another initiative looking at unifying identity, processes and systems across the NIHR.

The post holder will divide their time between supporting the Research Systems Manager and team in day-to-day duties including managing user accounts, updating organisational details, and ensuring compliance with GDPR and data privacy regulations.

About You: Good communication skills are essential; the post holder must be able to interact effectively with staff at all levels of the organisation, suppliers and client representatives. This is a developmental role in which the post holder can learn more technical aspects of the grant management systems with a view to supporting the team in all future initiatives.

Key Responsibilities:

• Ensure system contacts and organisational details in RMS instances and AMS are current, validating and approving new accounts promptly, updating organisation details, and responding to registration queries in compliance with legal requirements such as GDPR and data privacy
• Ensure timely creation and deactivation of user accounts
• Assist in raising Purchase Orders (POs), tracking invoices and payments for team
• Complete RMS / AMS support tasks to a high standard and within agreed timescales
• Foster good collaborative working relationships with Operations and wider GMG colleagues
• Assist with change management processes and support cross-project collaboration within the organisation
• Maintain accurate documentation to support knowledge transfer and standard procedures
• Conduct data cleansing activities to support system migration and ongoing maintenance
• Provide administrative support to senior team members, including document creation and record maintenance
• Maintain minimal reported quality incidents through proactive and diligent work practices
• Provide absence cover for team members when necessary
• Effectively manage issues by flagging concerns, working towards resolutions, and seeking timely support when needed
• Work with team and senior team members to improve internal processes
• Assist the team with training users on new features and systems
• Participate in meetings and briefings including capturing minutes and actions

Essential Criteria:

• At least two years experience in systems administration, operations support, or data management.
• Experience working with Record Management Systems (RMS) and Association Management Systems (AMS) or similar platforms
• Ability to perform administrative tasks, support project coordination, and document procedures to a high standard
• Strong IT literacy, particularly with Microsoft Office Suite (Excel, Word, Outlook), and comfort with learning and supporting new systems
• Effective communication and interpersonal skills, with experience in supporting or training users and working collaboratively across teams

Desired Criteria:

• Experience working within a Research Commissioning organisation

Core Competencies:

• Excellent interpersonal skills and a professional manner in customer-facing roles.
• High standard of written and verbal communication skills with the ability to explain complex information clearly.
• Proactive approach with initiative and ownership of responsibilities.
• Excellent organisational skills, able to prioritise tasks and meet deadlines.
• Ability to adapt to rapidly changing requirements and multitask effectively.
• Strong analytical and problem-solving skills with attention to detail.
• Commitment to high-quality work and adherence to standards.
• Ability to work independently and collaboratively within a team.
• Experience with user acceptance testing and system support activities.

Compensation, Benefits & Working Arrangements:

• Salary: £27,700 pa
• Location: Twickenham, London / Hybrid working model
• Contract Type: Full Time, Permanent
• Working Hours: 7.5 hours per day
• Annual Leave: 25 days, plus UK public holidays

Employee Benefits Include:

• Annual bonus, subject to company performance
• Enhanced Contributory Pension Scheme
• Life Insurance Cover
• Benenden Healthcare Membership
• Training and Development Opportunities
• Season Ticket Loan

Please note: This is an office based hybrid position, with a mandatory requirement to attend our offices in Twickenham, London, a day each week.

Application Process:

If you are excited about the prospect of joining our team and believe you possess the relevant skills and background, we invite you to apply. Please submit your CV along with a 'Statement of Suitability' that showcases your key skills and experiences in relation to the 'Essential Criteria' outlined in the job description. Additionally, share your enthusiasm for working with NIHR.

NB: The closing date for applications is 5pm on the 8th September, interviews to be held from the 15th September.

Our Commitment to Equality and Diversity:

LGC strongly believes that every job applicant and employee should be valued for their individual talents regardless of age, disability, race, colour, ethnic or national origin, sex, sexual orientation, gender reassignment, marital or civil partnership, pregnancy or maternity, religion or belief. Short listing, interviewing and selection will always be carried out without regard to gender, sexual orientation, marital status, colour, race, nationality, ethnic or national origins, religion or belief, age or trade union membership.