User Support & Issue Resolution

• Serve as the first point of contact for system users, resolving issues, answering queries, and coordinating with colleagues where needed.
• Support Commercial Analysts in monitoring data integrity and ensuring swift resolution of critical or easily resolvable system issues.
• Provide face‑to‑face and remote end‑user support, including training where central provision is not available.

Systems Functionality & Development

• Support the functionality and scope of commercial systems across procurement, contract management, Purchase‑to‑Pay (P2P), pipeline management, contract databases, information systems, and workflow tools.
• Contribute to the development and enhancement of reporting capabilities, including dashboards, in collaboration with Commercial Analysts.
• Assist in upskilling Commercial Analysts to strengthen first‑line support capability.

Implementation & Continuous Improvement

• Support the implementation of new commercial systems and future developments, ensuring benefits are realised and new ways of working are embedded.
• Contribute to planning, training, rollout, governance, and ongoing system development activities.
• Champion continuous improvement, including automation opportunities and enhanced business intelligence.
• Promote a strong culture of data integrity and ownership across the Commercial function.

Documentation & Guidance

• Develop user guidance materials, including written documentation and video tutorials, to increase self‑service capability.
• Maintain clear and accessible system support resources for users across the organisation.

Leadership & Governance

• Support the development of robust governance processes for commercial systems and data.
• Deputise for the Commercial Systems & Data Manager when required.