Academic Applications Support Coordinator

About the role

Do you want to develop your career at the leading private university in Spain?

At UAX, Universidad Alfonso X el Sabio, we offer you the opportunity to grow professionally in an organization in full expansion, with a strong commitment to innovation, learning, and social impact. Being part of UAX means contributing to a university community connected to business reality and oriented towards the sustainable development of society.

Working with us is much more than occupying a position: it is joining a project with purpose, where talent is enhanced and commitment, initiative, and teamwork are recognized.

At UAX you will find:

• Continuous professional development and real growth opportunities.
• Participation in impactful projects, contributing to transforming education through innovation.
• A collaborative, close-knit, and excellence-oriented environment.
• Joining a leading, solid institution recognized for its academic quality.
• Commitment to diversity, inclusion, and equal opportunities

If you share our vision and want to be part of an environment where your work makes a difference, we are waiting for you.

What you'll do

We are looking for a person to help us define, implement, and ensure the functioning of the support model for the university's applications, establishing the processes, support levels, escalation mechanisms, and indicators necessary to provide an efficient and high-quality service. They will be responsible for monitoring the service, controlling its performance, identifying deviations and opportunities for improvement, and providing visibility through periodic reporting. Likewise, they will participate directly in the attention and resolution of incidents and requests when necessary, especially in critical situations or those requiring coordination between users, internal teams, and providers.

• Service management: define and maintain the support model, coordinating the monitoring of incidents and requests across different support levels and ensuring the necessary escalations.
• Monitoring and reporting: control the functioning of the service through SLAs and indicators, identify deviations, and provide visibility regarding its evolution and main problems.
• Problem management: identify recurring incidents, drive root cause analysis, and coordinate actions for their definitive resolution.
• Communication: keep users and affected areas informed about relevant incidents, service disruptions, and their evolution.
• Validation and closure: verify the correct resolution of incidents and attention to requests, ensuring their monitoring until closure.
• Support and continuous improvement: participate directly in the resolution of incidents and requests when necessary and maintain procedures and knowledge that allow for service improvement.

What we're looking for

• University degree or higher vocational training cycle in Computer Science or related areas.
• At least 5 years of experience in application support or technological service management, with experience in service monitoring, control, and improvement.
• Experience in managing support processes, including incidents, requests, problems, escalations, and service levels.
• Experience with ITSM tools and management through SLAs, indicators, and monitoring dashboards.
• Ability to analyze service functioning, identify deviations and recurring problems, and prepare reporting for their monitoring.
• Functional and technical knowledge of business applications, with the ability to provide support and coordinate resolution with technical teams and providers.
• Communication and coordination skills with users, internal areas, and providers.
• English level B1 or higher.

Nice to have

• ITIL 4 Foundation certification or equivalent training in service management.
• Previous experience in universities, educational groups, or environments with academic management applications.
• Experience with SIS, LMS, or other business applications with high operational dependency.
• Knowledge of SQL and databases, with the ability to perform queries oriented towards the analysis and diagnosis of incidents.
• Proficiency in Power BI or other reporting and data analysis tools.
• Proficiency in Jira, Confluence, and Microsoft 365.

What you'll get

• As a UAX employee, you will be able to enjoy a wide range of benefits, which we outline below:

• Contract Type: We offer you a full-time permanent contract.

• Flexible compensation: which you can allocate to health insurance, restaurant card, childcare voucher, and transport card.

• Flexible hours and one day of remote work per week.

• You will be able to enjoy a 70% discount on all UAX degrees, both for yourself and for first-degree relatives.

• Take advantage of all the services and benefits of working on a university campus (sports center, catering services, outdoor areas…)

• Enjoy the Be Healthy plan with numerous activities for workers such as: running club, pilates classes, numerous workshops, gym…

• Discounts at our veterinary and dental clinics.

If you want to be part of this great project within the education sector, do not hesitate to apply for this offer.