System Optimisation Specialist

We're looking for a System Optimisation Specialist to maintain system stability and minimise business disruption by resolving process and system queries, manage incidents, and coordinating with support teams within our developer services function

In this role, you'll combine your technical expertise, problem-solving skills, and stakeholder management abilities to ensure critical systems remain effective and reliable. You'll play a vital role in improving processes, supporting operational performance, and delivering meaningful change that benefits both colleagues and customers.

What You'll Be Doing

• Act as the system lead for Developer Services, accountable for the changes delivered into systems such as Salesforce that impact its users who depend on the systems each day to manage and resolve queries raised for / by the Developer Services and household customers
• Manage and drive the continuous improvement of data, processes and systems that contribute to providing a service for all customers
• Own, develop and maintain all training materials for Developer Services processes ensuring all users are fully trained prior to being provided access to make changes to the data
• Work individually or manage small project teams and/or projects under the direction of the Operational Excellence Lead / to improve systems such as Salesforce, data, business processes and/or performance
• Proactively identify business improvements which can be achieved by functional changes to Developer Services systems
• Drive business readiness and operational performance by partnering with managers, using data and insights to identify root causes, implement improvements, and mitigate the impact of change on D-MeX and service outcomes.

What You'll Bring

• Strong awareness of the financial and customer satisfaction implications for Developers and other customers
• Good understanding of the Developer Services Processes including the key market metrics such as D-MeX and Cost Recovery
• Ability to proactively identify and deliver process improvements
• Experience in working in a support environment including delivering internal training
• Knowledge of Microsoft Excel, Word, PowerPoint, Teams and Visio at an advanced level
• Excellent communication and influencing skills at all levels
• Excellent verbal and written communication skills
• Ability to manage own workload and that of a small team, with excellent time management and prioritisation skills, delivering high quality work to strict deadlines

What We Offer

• A generous annual leave package of 26 days, which increases to 30 days after four years of service (increases one day per year), in addition to 8 bank holidays
• A competitive pension scheme with up to 14% employer contribution, 21% combined, and life cover
• Up to 7.5% performance-related bonus scheme, as well as recognition awards for outstanding achievements
• A comprehensive healthcare plan through our company-funded scheme
• MyGymDiscounts - gym and wellness benefit that offers up to 25% off on gym memberships and digital fitness subscriptions
• Best Doctors
• Salary Finance
• Wealth at Work courses
• Deals and discounts
• EVolve Car Scheme
• Employee Assistance Plan
• Mental health first aiders
• ShareBuy
• MORE Choices flexible benefits
• Enhanced parental leave schemes

We rely on every employee to ensure our customers receive the best possible service, day in, day out. In return, we ensure that you will be well rewarded for your efforts, from an excellent salary through to development opportunities that will really kick start a thriving career here at UU.