Role Overview
The Workload Management Service (WMS) Support team deliver workload management services to Simitive WAMS clients. These services are pro-active, and project focussed, providing an out-tasking of the WAMS system administration function to Simitive, incorporating all aspects of a university’s management of WAMS. WMS is a collaborative service, owned by the WMS Support team. The WMS Support team interact with clients and various internal teams, to support the delivery of key elements of the service.
The services are delivered in a modular approach, encompassing: Workload Framework Development and Governance, Framework & Practice training, Workload process management, Management Support, Communications, Monitoring Engagement, allocation collection, User support, Reporting, Planning and modelling, TRAC Support and System & Data Administration.
A WMS agent, is an expert in Simitive products, and in academic workforce management and planning in Higher Education, with strong project management skills. A WMS agent’s role, is to deliver the WMS contracts for Simitive clients, supporting institutions in adoption, embedding and ongoing administration of formalised workload policies and practices within the Simitive products. The WMS Agent will work alongside other teams, taking the ownership for ensuring all services are delivered within the service-level agreements, and meeting the expectations and objectives set with the client as part of the onboarding process.
Main Responsibilities
- Create service delivery plans via documented client processes, timelines and deliverables to ensure each WMS contract has good internal documentation to support knowledge transfer.
- Assist clients to plan and manage changes of their evolving business requirements by supporting their objectives, and updates to the system, data and processes accordingly.
- Maintain relationships with key personnel from the client’s institution to support their ongoing engagement in the service.
- Work as a member of the WMS Support team, coordinating the activities required for the delivery of the client WMS objectives and service-level commitments.
- Coordinate and deliver Management Services contracted activities on time, to budget, to the agreed specifications.
- Ensure that all client queries and Management Service calls are responded to appropriately accurately and within the committed SLAs.
- Coordinate the overall delivery of service to ensure that client gains real business benefit from the overall WMS contract.
- Be aware of the progress of service outputs delivered by other teams, within a WMS contract.
- Actively collaborate with other Simitive teams on service outputs which require or would benefit from multiple Simitive teams’ inputs.
- Support clients by the creation of workload-related reports including supporting the interpretation of operational WAMS data within the institutions.
- Ensure other Simitive teams are kept informed of Client issues, requests, opportunities, or other pertinent information.
- Ensure that all Support Processes and Procedures are adhered to.
- Support transfer of knowledge to the Support Team and stay aware of developments within and learnings from the wider Support Services Teams.
- Ensure that all product and support internal manuals and documentation are kept up to date and meet the defined Simitive Standards.
- Understand and apply knowledge of the different challenges faced by different types of University.
- Maintain an expert level of knowledge on the functions of appropriate Simitive systems and able to complete all administrative elements of these products.
- Keep up to date on Sector news, challenges for the geographies in which the company operates.
Qualifications, Skills and Behaviours
Qualifications
- Prince 2 foundation
- BCS Foundation in Business Analysis
- Requirements gathering
Skills and Experience
- Demonstrably very good level of IT literacy competency.
- Experience in project management and project delivery.
- Excellent verbal and written communication skills.
- The ability to pick up new technical and product details quickly.
- Solid understanding of how to build very good customer relations through excellent service delivery
- Good attention to details.
- Good timekeeping.
- Resourceful, energetic and enthusiastic.
