CRM Support Analyst

Job Introduction

This is an exciting and transformative time for the Information Systems Team at Diabetes UK. We have embarked on a major change to our Data Processing systems and are transitioning to a new CRM platform. As the central point of contact for Information Systems incidents and service requests, the Support Analyst will be supporting driving through change projects, releasing process enhancements in ITIL framework, building ETL solutions and manage Business As Usual services. To support you in this role Diabetes UK will provide a training framework for soft skills and IT Systems including Microsoft certifications on the Azure platform

Interview Date : TBD

We have a friendly and inclusive working environment here at Diabetes UK and are proud of our hybrid approach which allows great flexibility in the way that we work. This means that you can balance your working time between home and the office, subject to the needs of your role

Please note that all job offers are subject to you providing acceptable evidence of your eligibility to work in the UK.  You might find the following resources useful:

• To view a full list of accepted documents and the checks employers are required to make click here
• To view guidance on proving your right to work to an employer click here

 If you have any questions, please contact HRAdvice@diabetes.org.uk

Role Responsibility

You will be managing support and incident tickets – proactively resolving where appropriate or escalating to Change Requests or Project Initiations. You will maintain Documentation for all Business As Usual procedures and processes. You will develop and maintain data import processes, engaging with stakeholders, capturing, and testing their requirements. You’ll cover IT BAU tasks and resolve ad-hoc Service requests

The Ideal Candidate

You will have at least a year’s experience in a technical support role, preferrable in the Not-for-profit sector. You’ll have exposure to an IT Service desk system like Jira, Zendesk or Freshdesk – resolving technical or process issues. You’ll be able to demonstrate a keen enthusiasm for learning new IT Systems and supporting non-technical colleagues on IT best practice with databases and supporting applications. You’ll have experience documenting processes, procedures, and systems, applying excellent written communication skills and keen attention to detail. Exposure to ETL, CRM and data processing applications in the Charity sector will be key advantage in applying for this role.

Package Description

What we can offer you: 

• Generous annual leave starting at 25 days plus bank holidays (pro-rata for part-time)
• A Cash Healthcare Plan (giving you up to £1,600 towards a range of out of pocket health expenses like new glasses, dentist, chiropractor or osteopath appointments) 
• Early finish Friday and flexible working as part of our approach to activity based working (not applicable to roles with fixed shift patterns)
• 2 Days TOIL in recognition of fixed shift patterns (pro-rata for part-time)
• Discounts on gym membership
• Employee assistance programme to give you support on any issues that come up in life  
• Annual season ticket loan* (on completion of your probation period and if contract is permanent or longer than 12 months)
• Very active social scene including sport teams, gardening and other activities 
• Generous pension provision, life assurance and income protection insurance
• Cycle to work scheme* (eligible for scheme if contract is permanent or longer than 12 months)

*Some benefits aren't available until you've passed your probation period and are dependent on the length of contract.

About the Company

For nearly 5 million people with diabetes in the UK, there’s no day off. At Diabetes UK, we fight day in, day out for better care, treatment and support. We won’t stop until diabetes can do no harm.

With more people than ever living with diabetes and millions more at risk of developing type 2, our work has never been more needed. We make sure they get the care and support needed to live well with diabetes and avoid devastating complications.

We fund critical research, which has led to life-changing discoveries – like the first insulin pen and programmes to put type 2 diabetes into remission. Now, we want to do this for everyone and find a cure.

We can’t do any of this without you. Our staff are passionate and determined about helping everyone affected by diabetes. For over 85 years, they’ve been behind vital policy changes, as well as new treatments and technologies to make living with diabetes easier every day.

But there’s more to do. And you can be part of it.

We’re a really diverse bunch and we recognise and respect your value as an individual. As well as helping people with diabetes, you’ll be part of one of the top 30 Best UK Charities to Work For, and one of the top 75 Best Large Companies in London.

We’re committed to protecting and promoting the welfare of children and adults at risk, and we need our staff and volunteers to support this.

Our vision is a world where diabetes can do no harm. Join us today, and together, we can make that a reality.

To find out more about what we do, check out our website.

Diabetes UK