Job Title: Digital Services Analyst Department: Digital Services Campus: Any (Belfast, Coleraine, Derry~Londonderry) Salary: Grade 7 (£39,423 - £46,761) Closing Date: 12th August 2025 Reference Number: 036927 (Fixed term until 31st July 2026 / Full-Time) - ABOUT US - We are a university with a national and international reputation for excellence, innovation and regional engagement, making a major contribution to the economic, social and cultural development of Northern Ireland.
Our core business activities are teaching and learning, widening access to education, research and innovation and technology and knowledge transfer.
- THE ROLE - The postholder will support the delivery of high-quality IT services to staff and students across the University.
The focus will centre on service optimisation, management of customer-facing communication channels, and continual improvement initiatives aligned to Strategic and Operational plans.
The postholder will lead on analysis of service trends, identifying and defining services and processes that maximise value for our customers.
The postholder will also develop and continually improve our IT Service Management (ITSM) platform to support core functions including incident, problem and change management.
Additionally, the postholder will contribute to the design and enhancement of our user-facing tools, such as the self-service portal, knowledge base, and reporting dashboards, ensuring that key information is accurately captured and effectively reported to both customers and the Digital Services Directorate.
- ABOUT YOU - - Educated to degree level in a subject with substantial relevant ICT content, OR demonstrable experience relevant to an ICT Customer Service and Support environment.
- Experience in an ITIL environment involving service request, incident and problem management.
- Evidence of ability to lead stakeholder engagement to establish, monitor and review user and service requirements.
Please find our employee benefits on our website.
Ulster University holds a Silver Athena SWAN award in recognition of our commitment to advancing Gender equality in higher education.
You can read more about what this means on our University website.
The University has a range of initiatives to support a family-friendly working environment, including flexible working.
The University is an equal opportunities employer and welcomes applicants from all sections of the community, particularly from those with disabilities.
Appointment will be made on merit.