Description Role: Service Desk Analyst Grade and Salary: Grade 5, £26,707 - £31,236 per annum FTE and working pattern: 1FTE, 35hrs per week, Monday - Friday Holiday Entitlement: 28 days annual leave plus 9 buildings closed days (and Christmas Eve when it falls on a weekday) Purpose of Role Reporting to the Business Systems Manager, the Support Analyst will assist in the day-to-day maintenance and support of the University’s enterprise resource planning (ERP) system, which is used to manage data and processes relating to human resources (HR) and finance. The system we use is Oracle Fusion ( https://www.oracle.com/uk/applications ), which is widely adopted in Higher Education and many other sectors. The post-holder will respond to support tickets and calls raised by end users of the system. Examples of support requests are: Assisting with user access request, system access issues Assisting with approval issues Assisting with report requests Assisting with process / “How -to” request Pointing users to relevant user guides / videos Assisting with the creation and maintenance of data (Departments / Cost Centres / Positions etc.) Updating records, where agreed and required Where the post-holder is unable to deal with the request they will triage and escalate to appropriate colleagues, either internally or through the University’s support partner. The post-holder will also be closely involved with routine processes such as bulk data updates and data transfers and will help to test the system when updates are available. They will also assist with updating our internal SharePoint sites, creating and maintaining end user help guides and ensuring our varied user base has the best tools available to make best use of the system. Key Duties & Responsibilities Resolve day-to-day queries raised through helpdesk tickets, emails and calls, working with colleagues and external support agencies to manage and resolve more complex issues. Assist in the production of Statutory, Committee, KPI and ad-hoc reports; collating, updating, manipulating and summarising data; completing reports with a high degree of accuracy and understanding. Day-to-day management of the system e.g.: Assist with making bulk changes in the system, such as annual pay awards, pay increments, holiday allocations and changes to organisational structures. Add enhanced access rights to existing users, working with colleagues to review and removing access rights when they are no longer relevant to the user. Assist in the testing of system enhancements, improvements and fixes, including updating data in test systems, checking the results of the data, writing up logs and arranging for testing by other relevant users. With guidance from colleagues, write, update and improve user guidance and other system documentation and upload to the University Intranet (SharePoint) for distribution. Participate in User Groups, including taking meeting notes and maintaining/updating various logs. Support colleagues in the Business Systems team to design and deliver workshops, training and other general support sessions. The post-holder will maintain strict adherence to data protection and confidentiality rules in all aspects of the role. Essential & Desirable Criteria Essential Literacy and numeracy skills equivalent to SCQF Level 6 (Higher Grade) or similar. Competent in the use of relevant IT packages, including email / calendar, word processing, and Spreadsheet packages. Demonstrable provision of excellent customer service. Well-developed interpersonal skills. Demonstrable professional and proactive approach. Demonstrable ability to work quickly, flexibly, and accurately in a dynamic, changing and pressured environment. Demonstrable ability to speak and understand English to follow verbal and written instructions and deal with customer/staff/student queries. Attention to detail. Desirable Advanced knowledge and application of Microsoft Excel (e.g. exporting data into Excel, Pivot Tables) and other Microsoft Office software. Experience of using databases. Experience of using a large-scale business management system, for example financial management systems, Human Resource Management Systems or similar. Experience of using a helpdesk system such as TopDesk. Experience of using and editing SharePoint or similar Content Management System. How to Apply Applications can be submitted up to midnight (UK time) on Sunday 11th January 2026. Please submit your CV & covering letter via the Heriot-Watt on-line recruitment. We welcome and will consider flexible working patterns e.g., part-time working and job share options. Heriot-Watt University is committed to securing equality of opportunity in employment and to the creation of an environment in which individuals are selected, trained, promoted, appraised, and otherwise treated on the sole basis of their relevant merits and abilities. Equality and diversity are all about maximising potential and creating a culture of inclusion for all. Heriot-Watt University values diversity across our university community and welcomes applications from all sectors of society, particularly from underrepresented groups. For more information, please see our website https://www.hw.ac.uk/uk/services/equality-diversity.htm and also our award-winning work in Disability Inclusive Science Careers https://disc.hw.ac.uk/. Use our total rewards calculator: https://www.hw.ac.uk/about/work/total-rewards-calculator.htm to see the value of benefits provided by Heriot-Watt University. About the Team The Global Information Services directorate provides a range of services to support, promote and supply information, information skills and infrastructure to support a modern research-intensive university in a global setting. This straddles systems and support for learning & teaching, research & enterprise, and operational effectiveness, alongside academic library provision and a range of technical services and systems such as IT and AV services. It is an integrated global service, providing services to students, staff, applicants, alumni, external users across all five campuses. The Applications and Data team is part of Global Information Services, and is responsible for developing, maintaining and supporting a wide range of software services that support the University’s activities. The three main groupings are: Business systems (supporting HR, Finance, Estates for example). Student systems (supporting the student journey from the applicant stage through to graduation). Web systems (supporting the University website, SharePoint and other web services). In line with our cloud-first strategy, most of our systems are off-the-shelf SaaS offerings from major suppliers. Much of our work is focused on understanding business requirements, configuring our systems to meet those requirements, managing suppliers and creating bespoke integrations between the different solutions to create a coherent set of services. About Heriot-Watt University At Heriot-Watt we are passionate about our values and look to them to connect our people globally and to help us collaborate and celebrate our success through working together. Our research programmes can deliver real world impact which is achieved through the diversity of our international community and the recognition of creative talent that connects our global team. Our flourishing community will give you the freedom to challenge and to bring your enterprising mind and to help our partners with solutions that can be applied now and in the future. Join us and Heriot Watt will provide you with a platform to thrive and work in a way that also helps you live your life in balance with well-being and inclusiveness at the heart of our global community.