Data User Apprentice - Service Systems Administrator

As a key member of the Service Delivery Operations team, the Service Systems Administrator will provide essential operational support by maintaining accurate and complete data within core Kaplan systems. The role holder contributes to the smooth execution of day-to-day processes and carries out timely data entry, supporting our strategy to ensure Kaplan is easy to do busy with.

As the Service Systems Administrator, you will:

Act as the first point of contact for system queries and issues via Freshdesk

Process data and support the production of reports, as instructed

Complete updates and housekeeping tasks within the systems

Manage own workload and priorities ensuring that deadlines and expectations are met and quality is maintained

Build and maintain strong working relationships with internal stakeholders, contributing to opportunities for efficiency and continuous improvement

Champion, in all that we do, the vision, values and quality expected by Kaplan

Detailed responsibilities

System & Data Administration

Use a variety of platforms to best facilitate routine tasks. These include:

Google Workspace

Onefile

Business Central

Dayschedule

Excel

PowerBI

Update systems with information relating to Learner progress. An example of this would be adding notes from internal support teams to Onefile.

Assist with tasks relating to user management and system access, including:

Setting up system access for external Line Managers

Resolving user queries

Raising system related issues

As required, create new system based forms or templates, and complete system housekeeping tasks

Support with reporting tasks as required

Follow GDPR processes at all times to prevent and if necessary promptly report data breaches.

Triaging and responding to our team’s Freshdesk queries

Triage queries allocated to our team in Freshdesk and resolve them where possible.

Reassign to the relevant team/colleague or escalate to a Manager, as appropriate, if you are unable to resolve yourself.

Ensure all responses are provided within agreed service level agreements.

Help drive continuous improvement

Review the process and guidance documents relevant to your role, twice yearly, to identify anomalies and update them as applicable, to ensure all processes are clearly and correctly recorded.

Make suggestions to improve our processes and drive efficiencies in our team, using AI to support improvements where applicable.

Suggest improvements that can be made to our systems.

Thoroughly test any new developments in relation to the above tasks and provide feedback on their viability.

You’ll also carry out other duties, within the broad scope and spirit of your role, as requested by your manager. Our business continuously evolves, so your role will too.

Training:

This apprenticeship provides your employees with fundamental capabilities crucial for navigating and leveraging data effectively within your organisation, allowing them to understand insights, foster transformation, and gain a competitive edge.

Data Analysis Fundamentals Data Literacy and Generative AI Introduction Data Analysis and Visualisation with Excel Databases and Data Modelling Data Challenge and EPA Readiness

Our apprenticeships are uniquely designed to offer unparalleled support for both employers and learners. We provide expert-led,practical training and simulations that build transferable digital skills and instil a growth mindset - essential for effectively leveraging technology.

Training Outcome:

From this role, your potential paths for career progression at Kaplan include:

Senior Service Delivery Operations Administrator

Data and systems based roles

Employer Description:
Kaplan was founded in 1938 by Stanley Kaplan, with a simple but powerful mission: to widen access to education and create opportunities for people from all backgrounds. That mission continues to shape what we do today — helping learners build the knowledge, skills and confidence they need to succeed.

Working Hours :
Monday to Friday, shifts to be confirmed.

Skills:
Communication skills,IT skills,Organisation skills,Attention to detail,Customer care skills,Problem solving skills,Presentation skills,Administrative skills,Number skills,Analytical skills,Logical,Team working,Creative,Initiative