University College Cork – IT Services are hiring

The Student Digital Hub – Lead IT Analyst,

Enterprise Applications Group

Two year Contract


IT Services has overall responsibility for the provision of academic and administrative computer services in the University. In addition to providing extensive computing and IT facilities for students and researchers, it also provides business solutions to support the operational and management information needs of the University.


Enterprise Applications 

The Enterprise Applications Group provides and maintains high quality IT systems to support the business and management needs of the University. These include applications for transaction processing, management information and document management as well as productivity tools, etc. The applications are implemented through a mix of cloud and on premise solutions using Windows/Linux and Oracle/SQL Server platforms.

Summary of Role

The successful candidate, reporting to the Head of Enterprise Applications, will:

  • play a leading role in delivering UCC’s CRM vision,
  • work with vendor and internal technical and business stakeholders to design, implement and maintain CRM solutions to support the student administration lifecycle,
  • gather and analyse requirements and provide recommendations to address and resolve business issues using CRM and components with minimal customisation,
  • provide technical leadership in the CRM areas of entity & form customisation, security modelling, data integration, data analytics & reporting, and workflow design and implementation,
  • advise on scoping and risk profiles for projects within the CRM roadmap, and
  • contribute to Enterprise Applications strategic planning and management, and play a key role in the overall provision, support and management of IT enterprise solutions in a developing and demanding environment.


Role Description

  • To lead project work-streams or project manage the delivery of CRM solutions
  • To collaborate with key business users to capture cross functional business requirements
  • To translate business requirements into technical CRM designs, mock-ups, prototypes and agree specifications with vendors and business stakeholders to meet business needs along with associated implementation schedules and effort estimates
  • Leading and assisting business process reviews to drive process digitisation on the CRM platform and support continuous improvement
  • To support end-users during all phases of the development life-cycle, in particular, ensuring that delivered product meets the specified requirements
  • To ensure that appropriate UAT plans are prepared and organise and track all UAT activities
  • To liaise with vendors and co-ordinate technical, business and vendor inputs to projects
  • To analyse reporting and BI requirements to ensure the data model and reporting tools can support stakeholder needs from end users to management
  • To assist with IT solutions design and the overall systems architecture in particular to integrate with existing client technology solutions and platforms, e.g., Sharepoint, O365 and Power BI
  • To develop and maintain data quality metrics and governance for the CRM platform, working with process owners and data source owners to ensure data is maintained to a measurable standard
  • To design, document and maintain a scalable CRM security model to support appropriate access to data and functionality for the user community
  • To plan and participate in product upgrades and implement associated training on new functionality and processes
  • To ensure that operational requirements are specified and that effective backup and other security measures are in place
  • To liaise with other units within IT Services to ensure that operational requirements are met
  • To develop, maintain, and report on appropriate service KPIs
  • To maintain systems, technical support and user documentation, adhering to policies, audit and compliance standards, and formal change controls
  • To participate in design and support reviews with vendor
  • To keep abreast of new developments in MS Dynamics 365, ADXStudio, MS Dynamics Marketplace and O365, making recommendations and applying new techniques where appropriate
  • To mentor and train other technical team members and assist in the provision of end user training
  • To provide an escalation point for technical/user support and to respond to all incidents/requests in a timely manner
  • To attend regular planning and review meetings both within Enterprise Applications and also with end-users
  • To deputise for the CRM Product Manager as required.
  • To undertake training as appropriate to ensure knowledge and expertise is kept up-to-date
  • To undertake other appropriate duties assigned by the Director of IT Services or nominee


Essential Criteria


The successful candidate must have:

  • An IT-related degree or equivalent qualification
  • At least 6 years’ experience in the implementation of mission-critical business applications, including demonstrable leadership ability in IT solutions design and the roll-out of IT application services in a large and complex business led environment
  • Demonstrable ability to play a leadership role with users at all levels, particularly for
    • Requirements analysis, problem solving and design
    • Product quality review
    • UAT planning and execution
    • Cutover planning and support
  • Proven ability in delivering quality solutions that add value to the business
  • Proven ability to work with vendors to design and deliver solutions
  • A proven track record in the maintenance, support and development of enterprise systems
  • A strong working knowledge MS Dynamics 365 including system configuration
  • Excellent interpersonal and communications skills


 Desirable Criteria


Preference will be given to candidates with experience and expertise in some or all of the following:


  • ITIL Service Management methodology
  • Project Management training/certification
  • Software Testing certification (ISTQB, CSTE or equivalent)
  • Business Analysis skills/certification including Lean/CI
  • DevOps experience, Agile product development
  • MS Office O365 app suite, SharePoint and Power BI
  • Web application development (CSS, HTML5, Bootstrap)
  • Development with Microsoft .NET, C#
  • Microsoft Certified Technology Specialist (MCTS) for Microsoft Dynamics CRM 201X
  • Business applications supporting the student lifecycle
  • Knowledge of the third-level education sector


Salary: Grade 6a Scale €56,640 – €68,764 per annum