USER SUPPORT OFFICER

USER SUPPORT OFFICER: BUSINESS SUPPORT

(Payclass 09; T1 2-Year Contract)

Research Systems
Research Office

The University of Cape Town, a recognised leading research-intensive university in Africa, is seeking to recruit a User Support
Officer: Business Support in the Research Systems Support cluster of eResearch that serves various Professional,
Administrative Support & Service (PASS) departments. This is a supporting role to proactively assist in problem solving and
identifying the support needs related to the business processes and workflow functions of the ICT-based systems that support
the UCT research community. These systems include the electronic Research Administration (eRA) system run on the Converis
platform, REDCap, and other software solutions.

The position collaborates with various clusters in the research-related PASS departments to support internal approvals for grant
applications via the eRA system. The User Support Officer: Business Support will be responsible for developing and delivering
training courses for UCT staff on how to efficiently navigate and manage the business processes of relevant systems that are used
in the course of the research life cycle. The officer will also liaise with Faculty Finance staff, Deans and Deputy Deans of Research,
Research Contracts Managers, Academic Researchers, Debtors and General Ledgers staff to resolve business-related queries raised
by system users.

This is a two-year fixed contract position, to be filled with immediate effect.

Requirements for the job:

• A relevant university degree (NQF 7).
• Two to three years’ work experience in adult education, training and/or IT user support as a super-user or at a helpdesk.
• Excellent written and verbal communication skills.
• Excellent presentation skills.
• Proficient computer skills, particularly word-processing software, and web-based platforms.
• Significant initiative and judgement are required while working within a high-pressured environment.
• Experience or ability to quickly acquire relevant business knowledge.
• Excellent time management skills with the ability to perform under pressure.
• Interpretation of an overall plan and translation of the plan into action.
• Ability to work autonomously.

Advantageous:

• Work in a university or equivalent environment would be advantageous.
• An understanding of university research administration processes would be advantageous.

Responsibilities:

• User support which includes logging, troubleshooting, and resolving business process queries related to ICT systems such
  as the eRA system
• Coordinate, execute and document internal review processes in support of research-related PASS departments.
• Create training materials and documentation.
• Coordinate and deliver system training to end users.
• Assist with functional security and system administration.
• Keep up to date with systems and business processes that support research-related PASS departments, remaining current
  in the support tools e.g. MS Office Suite, Vula, ServiceNow.

The annual cost of employment, including benefits is between R294 596 and R547 802

To apply, please e-mail the below documents in a single pdf file to Mrs Jayne Alexander at Jayne.alexander@uct.ac.za

• UCT Application Form (download at http://forms.uct.ac.za/hr201.doc)
• Cover letter including a motivation for your application, and
• Curriculum Vitae (CV).

Please ensure that the title and reference number are indicated in the subject line. An application which does not comply with the
above requirements will be regarded as incomplete. Only shortlisted candidates will be contacted and may be required to undergo
competency assessment.

Telephone: 021 650 5440 Website: www.researchsupport.uct.ac.za
Reference number: E23927 Closing date: 09 October 2023

“UCT is a designated employer and is committed to the pursuit of excellence, diversity, and redress in achieving its equity
targets in accordance with the Employment Equity Plan of the University and its Employment Equity goals and targets.
Preference will be given to candidates from the under-represented designated groups. Our Employment Equity Policy is available
at www.uct.ac.za/downloads/uct.ac.za/about/policies/eepolicy.pdf. “
UCT reserves the right not to appoint.

All the best with your applications