United Grand Lodge of England seeks a Systems Support Analyst

Systems Support Analyst 

United Grand Lodge seeks a Systems Support Analyst on a full-time basis within the IT Department for the testing and support of the two major customer-facing membership systems (ADelphi & Hermes) this includes managing the lifecycle of assigned support tickets. 

Ensure support queries from our customers are answered in a timely manner and escalated to other teams within UGLE as necessary. To provide thorough testing and feedback on issues reported in the membership systems in pre-production and production. Track and test any subsequent bug fixes and/or enhancements produced by the development team to ensure they satisfy requirements and are implemented through testing to production successfully.

Background

UGLE is the governing body of Freemasonry in England, Wales, the Channel Islands, the Isles of Man consisting of 48 Provinces roughly based on the old county boundaries and 32 Districts overseas. English Freemasonry is a membership organisation of 175,000 people meeting in more than 7,000 Lodges across the globe. Membership is open to any man over the age of 18 irrespective of their background, race or religion, with students also able to join one of 87 University Scheme Lodges. The largest Province in UGLE is Metropolitan in London with many Lodges meeting at Freemasons Hall in Covent Garden which also serves as the Headquarters for English Freemasonry worldwide. 

Freemasons’ Hall is a unique art deco building which can date its origins back to 1769 when Freemasons first started meeting at this site. The current building was completed in 1933 as a memorial to those who died in the Great War. It houses 22 meeting rooms including some unique spaces regularly used for major international events and as film locations. The Hall itself provides a magnificent meeting place for UK and international masonic lodges. It is open to both Freemasons and the general public who are provided with both self-guided audio tours as well as guided tours of the facilities.  The Museum of Freemasonry with one of the finest collections of masonic artefacts and archives in the world, is housed within the building. 

The United Grand Lodge of England is an equal opportunities employer. 

Main duties 

• Primary support for escalated Hermes Support Requests (10,000 users) via the Support System, ensuring prompt assessment and triage of issues and assigning requests to relevant UGLE Teams as required. 
• Provide technical support for queries raised via the Hermes Mailbox
• Work with the ICT Development Team, reviewing Hermes bugs raised, agree solutions and test accordingly leading to resolution of issue with 'customers'.
• Primary support for ADelphi tickets, ensuring prompt resolution or reassignment as required.
• Work with the ICT Development Team, reviewing ADelphi bugs raised, agree solutions and test accordingly leading to resolution of issue with 'customers'.
• Update ICT Training Officers to ensure changes are clear and then work with them to ensure effective guidance is provided to 'customers'
• Work with Regional Hermes Support Teams to ensure on-going effective support using the Support System and identify enhancements to the system or processes

Testing

• Primary testing for system enhancements to Hermes, ADelphi and the Support System.
• Lead UAT testing, when necessary, for system enhancements for both Hermes, ADelphi and the Support System.
• Document testing processes and system changes made, ensuring Help Hub ‘News & Update’ sections are updated

Administration/Other

• Provide general administrative support to the ICT Training & Testing Team
  • Administer membership systems accounts and permissions

Skills and experience 

• Understanding web application and databases.
• Masonic knowledge would be useful.

Hours of work

Full time – 5 days per week (35 hours) based at Freemasons’ Hall.

Salary and Benefits

Competitive salary (subject to experience) plus the following benefits package: 

• BUPA private medical cover
• Pension (3.5% employee & 9% employer contributions – increasing to 12%) 
• Free Life Assurance 
• Holiday (25 days increasing to 30 days) 
• Interest free season ticket loan 
• Gym membership (subsidised)
• Employee Assistance Programme 
• Flexible working 

Application details

To apply please send your CV and covering letter to: Elizabeth Gay - Director of HR - United Grand Lodge of England via email to [email protected] 

CV’s received without a covering letter will not be considered.

Closing date for applications is close of business (5pm) on Thursday 31 October 2024.