CRM Product Support (IT)

Our IT team are at the heart of our central support services. Offering ongoing support to both our operations team and our colleagues in HQ. Our new CRM Product Support role will focus on our core Hubspot system but also provide support for ancillary systems such as, PEX and Kinetics Student System. This role will be the first line of support for all HubSpot queries, but also to continually develop the product. We are Student Roost. Its more than a room, Its more than a job Hours: 37.5 per week Salary: 30,000 per annum ? The ‘you’ part Think you’re right for the role? We hope so too. You will be someone we can count on to: ? OWN: Be the first line of support for nominated services, becoming the go-to person for any related queries. Act as an ambassador of nominated IT products and services Ensure that any work undertaken does not compromise user data and any systems are compliant with GDPR regulations. Ensure adherence to IT General controls and minimise any deficiencies or weaknesses in the compliance programme Contribute to the technology roadmap aligning business and IT strategy. Stay on top of CRM best practice techniques, HubSpot’s roadmap, and industry legislation. Proactively identify opportunities within the business to improve system effectiveness and improve the way we work. DO? Work with end users and the Product Owner to ensure product roadmaps reflect the needs of the business. Ability to “de-mystify” IT and ensure that colleagues see IT/Technology as the gateway to greater success rather than a business inhibitor Proactively identify opportunities within the business to improve system effectiveness and improve the way we work. Conduct regular data cleansing and de-duplication activities to ensure accurate data and integrity. In conjunction with Internal Audit define and implement best practice SOX compliant IT General controls for Business Systems. Ensure all Business Applications have an appropriate set of Security controls in place and ensure they are operational across the business. Provide regular operational audits of agreed controls. LEARN? Transition new systems to the user base and ensure adequate training is developed and delivered. Build and maintain operational relationship with 3rd Party providers in respect to Support & Configuration Services for all Student Roost nominated services Working alongside the Product Owners & Support Managers, help develop and own first line application support services. COLLABORATE? Assist the Product Owner with Project Deployment Work with the Product Owner to ensure products meet the needs of the IT Architecture Working alongside the Product Owners & Support Managers, help develop and own first line application support services. During busy periods, be prepared to assist other IT Product Owners or the Infrastructure and Support Manager with general Helpdesk support. Develop operational relationships with key 3rd Parties providing IT Services into the business. Work with key stakeholders to operate, design and iteratively improve our HubSpot capabilities, as well as help to prioritise and build consensus around HubSpot, process and outcomes. Support the operations teams by creating and maintaining dashboards, reports and analytics to track performance, leads and identify areas of improvement. ? Psst… there are some challenges too From time to time provide out of hours operational support This is a role of competing priorities and as a seasonal operation, there are times of year when workloads may spike or unplanned incidents will take over. The role requires someone highly organised, but someone who is calm and pragmatic in their response to changes. Despite solid planning, short-notice work may be required of you. Unpredictable pattern of activity, no two days are the same and this role would be more suited to someone who can operate effectively in a highly-varied environment. You will have experience of: * Providing 1st or 2nd line IT systems support * Have experience using HubSpot CRM Tools. * Have experience with HubSpot Workflows, Automation and developing dashboards and reporting tools. * Have experience with HubSpot configuration and deployments. * Exposure to management of relationships with 3rd parties * Exposure to product lifecycles and development processes, roadmaps or projects. * Facilitated end user training and software support in a product champion capacity. * Able to work with minimum supervision and problem solve under own initiative. * Any integration work, understanding of API Interfaces * ITIL Foundation Qualified (Preferred) The ‘us’ part So you know what we’re looking for, but what are you looking for from your next employer? Sure, Student Roost has a portfolio of purpose-built accommodation properties across the UK – but more than that, Student Roost is its people. While we strive to put our residents first, our people also include those at the heart of what we do: the property teams, Night Owls support staff, HQ teams and more who help to keep ours a 24/7/365-day home away from home for everyone who chooses to live with us. We ask that you seek to make a difference everyday you show up, and in return we’ll show up for you by rewarding what’s right, supporting you in your career growth and aspiration, and championing the unique qualities and ideas that only you can bring to the business. Simply put: you do you, so we grow together. Spoilers please! It’s going to be an exciting journey so we thought we’d give you some insight into what you can expect to do and learn in the first six months of your role. Within…? 1 month - You are getting to know our business and how we operate. You have started creating solid relationships with your team, colleagues in the wider Student Roost team and our stakeholders. You are understanding the needs to the business and the scope of the IT systems you are championing. You understand how our IT Helpdesk operates and are beginning to respond to first line queries. You have begun to build rapports within your team and the wider Student Roost Team 3 months - You have developed your knowledge of the products you are owning and are able to field troubleshooting queries from the operations team. You have built relationships with stakeholders and colleagues in the wider student roost team and are comfortable working unsupervised, providing great levels of support. ? 6 months - You are well on your way to being settled. You are confident in your knowledge of the booking systems and in offering support. You have developed a list of potential improvement work and have an understanding on how to drive customer experience forward through the products you own