(2511-07) IT Operations Support Co-ordinator
Salary: £35,403 - £38,745 per annum (Grade 7)
Contract type: Full-time (36.5 hours per week), Permanent

The challenge:
At WJEC, we contribute to our education communities by providing trusted qualifications and specialist
support, to allow our learners the opportunity to reach their full potential. This is a fantastic opportunity
to be part of an organisation that both encourages and enhances the minds of tomorrow.

The role:
This role forms part of the IT Operations team at WJEC, providing support across a range of our IT
systems.  These systems underpin business-critical processes in the delivery of general (e.g. GCSE and
A-Level) and vocational qualifications for candidates (students) in Wales and England. The post holder
will carry out a range of activities in support of this aim, such as:

•  Data quality and validation checking;
•  The review and resolution of data inaccuracies / errors;
•  Support the development of automation and ‘self-serve’ procedures, to improve efficiency.

The person:
We are looking for an individual who is comfortable working with business systems/processes and
enjoys understanding the detail of how they work. Technical competency is desirable but not essential
for the role, of greater importance is the ability to communicate clearly with colleagues and
stakeholders, to ensure the effective support of WJEC IT systems. The post holder will ideally have a
background in application support and/or IT systems administration.

The role requires an individual who places importance on quality and accuracy, with the ability to apply
critical thinking to solve sometimes complex problems.

Our benefits
At WJEC, we are proud to be a flexible and inclusive place to work. We offer a range of excellent benefits
including: 25 days annual leave together with 16 days statutory and additional holidays (adjusted for
part-time or compressed working patterns), free Welsh language courses, a generous pension scheme
and numerous family friendly policies.

We operate a hybrid working model, enabling the successful candidate to split their time between WJEC
offices and working at home, subject to business need. As such, applications are invited from individuals
across the UK but please note that regular working from our Cardiff offices will be required – whilst
flexibility can be discussed, this team currently attend the office, on average, 1-2 days per week.

If you would like to know more about the position or about working for WJEC, please contact our HR
team (HR@wjec.co.uk) who would be more than happy to speak to you.

Please visit our website to download a copy of the job description and application form.

Closing date: 23:59, Sunday 11 January 2026
Interviews are expected to be held on Tuesday 20 January 2026

JOB DESCRIPTION

Job Title:

Department:

Section:

IT Operations Support Coordinator

Digital and Transformation

IT Services

Responsible to:

IT Operations Manager

Grade:

Location:

Main purpose of Job:

7

Western Avenue

Under direction of the IT Operations Manager, ensure the smooth and effective delivery of key systems and
processes throughout the examination cycle.

Key Responsibilities

•  Collaborating with the IT Helpdesk manager to support escalated service requests/tickets to a timely

resolution.

•  Conducting detailed analysis of service requests and incident reports to help maintain the timely and

reliable operation of WJEC systems.

•  Act as a central point of contact for internal teams, providing guidance on the optimal use of systems to

support examination-related processes and tasks.

•  Deliver administrative support and escalated end-user helpdesk assistance for IT services, including

Developers, internal customer support teams, and external stakeholders.

Principal Duties and Responsibilities:

IT Operations supporting Examinations Delivery

•

To coordinate and lead in IT operational processes and tasks. e.g. publication of results, certificate
stationery, regulatory data requests.

•  Ensure the ongoing quality assurance of IT operational processes by undertaking and scheduling

appropriate pro-active checks throughout the examinations cycle.

•  Providing specialist advice to internal teams regarding data and operational processes.
•

To produce and maintain appropriate documentation and guidance of IT operational processes and
systems.

To promote an effective use and coordinated approach to IT systems.

•
•  Promote and support the migration of operational exams work from IT development personal to

appropriate organisational departments for new and existing systems.

Author: JH/FS

Version: November 2025

System and Development Support

•
•

•

•

To provide detailed analysis and priority review of IT system support calls.

To be a key decision maker in the allocation, escalation, and provision of completion timescales of
system support calls.

To assist in the sharing of knowledge and skills across helpdesk team to enable a greater percentage of
system support calls to be answered by front line support.

To support management of system admin level administration and data maintenance to ensure systems
are ready for operational use – e.g. iSeries physical and logical file set up and creation of appointee’s
series tables and ROM session set up.

•
To lead on provision of exam system user management adhering to organisational security protocols.
•  Work with technology partners to deliver or manage support resolutions and testing of new software,

system fixes and changes.

•  Work with 3rd party technology partners deliver or manage support resolutions and testing of new

software, system fixes and changes.

•  Where required, support the completion of User Acceptance Testing (UAT) of new IT services and/or

changes to the functionality of existing systems.

IT Helpdesk and Internal Support

•  Support the administration & management of WJEC Centre and Appointee-facing platforms – i.e. Secure

Website, Portal, Surpass, Appointees Management System (AMP).

•  Support, administer and undertake checking on examination processes thought out the examinations

cycle – e.g. processing of marks & awards.

•  Creation of user accounts and assignment of appropriate roles within WJEC platforms and systems –

e.g. Surpass, Portal, AS400.

•  Provide 1st line technical support for internal staff for WJEC systems. Assist in the preparation and

updating of user guides.

Centre and External Support

•  Provide 2nd line system support for centres and candidates for WJEC Centre and Appointee-facing

platforms.

•  Liaise with colleagues in providing 2nd line system support to centres.
•  Provide 1st line support for the Data Protection inbox, including the provision of subject access requests.
•  Support CPD activity though preparation of materials & servicing of CPD events.
•  Updating of online documentation/web pages.
•  Work with 3rd party technology partners in resolving technical or operational issues.

Other
•

To understand and comply with all WJEC policies and procedures detailed in the Staff Handbook; in
particular, ensuring you understand your role and responsibilities in relation to Safeguarding, Information
Security, GDPR, Confidentiality, Welsh language and Health, Safety and Environment.

•  Participate actively in supporting the principles and practice of equality of opportunity as laid down in

WJEC’s Equality & Diversity Policy, embedding ED&I into all projects, policies and practices.

•

•
•
•

To be a pro-active team-member, contributing positively to meetings and projects in support of WJEC
aims and objectives.

To engage in personal and professional development activities relevant to the role.

To deputise for the IT Operations Manager.

To undertake other duties, as required, which are commensurate with the grade of the post.

Author: JH/FS

Version: November 2025

Person Specification

Job Title:

IT Operations Support Coordinator

Department:

IT Services

Highly Desirable criteria are the optimum skills and experience the applicant will ideally have. Desirable criteria
are those which would add value to the job if present and include potential for growth and development into the
role.

Skills and Abilities

Highly desirable

•  Data literate, with a high degree of competency in understanding data and its importance in supporting

organisational aims and objectives.

•  Great interpersonal skills and able to provide high-quality customer services, building rapport and

communicating clearly and effectively to a range of audiences.

•  Highly organised and able to independently prioritise workload effectively to ensure both long-term and

urgent deadlines are met.
•
Tenacious and able to maintain accuracy and quality throughout busy/challenging periods of work.
•  Excellent diagnostic and problem-solving skills, with a good track record of resolving a range of business

problems.

Desirable

•  Ability to communicate through the medium of Welsh or willingness to learn.
•  Some knowledge of SQL programming / querying.

Knowledge

Highly desirable

•  Competency in IT, with good knowledge of main tools, trends, and frameworks currently in use within an
IT Operations function, including the range of collaboration and communication tools available via the
Microsoft 365 suite.

Desirable

•  Basic knowledge of the UK qualification systems in England and Wales and/or qualification assessment

techniques.

•  Understanding of database structures, data and likely interdependencies.

Experience

Essential:

•  Experience working in a business support function, providing advice, guidance and problem solving to a

range of stakeholders/customers.

Desirable

•

IBM iSeries/AS400 hardware and/or Windows operating system experience

Training / Qualifications

Desirable

•

Information Technology related degree or equivalent qualification/professional experience

Author: JH/FS

Version: November 2025

Telerau ac Amodau Gwasanaeth / Terms and Conditions of Service

Teitl y Swydd /
Job Title:

Cydlynydd Cefnogi Gweithrediadau TG /
IT Operations Support Co-ordinator

Cyflog /
Salary:

£35,403 - £38,745 y flwyddyn (pro-rata lle y bo'n gymwys)
£35,403 - £38,745 per annum (pro-rata where relevant)

Gradd /
Grade:

7

Gwyliau Blynyddol /
Annual Leave:

25 diwrnod (182.5 awr) y flwyddyn. Mae CBAC hefyd yn darparu 16 diwrnod (116.8 awr) i
gyfrif am Wyliau Cyhoeddus a chyfnodau Cau CBAC (gwyliau ychwanegol). Mae'r
lwfansau hyn yn cael eu haddasu ar gyfer staff sy'n gweithio'n rhan-amser neu batrymau
gweithio cywasgedig.
25 days (182.5 hours) per annum. WJEC also provides 16 days (116.8 hours) to account for
Bank Holidays and WJEC Closure periods (Additional leave). These allowances are adjusted for
staff who work part-time or compressed working patterns.

Pensiwn /
Pension:

Mae gofynion y Cynllun Pensiwn Llywodraeth Leol yn berthnasol.
The provision of the Local Government Pension Scheme (LGPS) applies.

Math o Gytundeb / Contract Type:

Oriau Gwaith / Working Hours:

Hyd y Contract / Length of Contract:

  Llawn-amser / Full-time

☒
☐  Rhan-amser / Part-time

☒  Parhaol / Permanent
☐  Tymor penodol / Fixed-term

Nifer yr oriau yr wythnos /
No. of hrs per week:

36.5

Dyddiad gorffen arfaethedig /
Planned end date:
Rheswm dros y cyfnod penodol /
Reason for fixed-term:

Arall / Other:
Cyfnodau prysur llwyth gwaith /
Workload Peaks:

Amh /
N/A

Dull Ymgeisio / Method of Application:

Dylid anfon ffurflenni wedi’u llenwi ar e-bost at AD@cbac.co.uk erbyn 23:59, dydd Sul 11 Ionawr 2026.
Disgwylir cynnal cyfweliadau yn ystod ar dydd Mawrth 11 Ionawr 2026.

Completed forms should be sent by email to HR@wjec.co.uk by 23:59, Sunday 11 January 2026.
Interviews are expected to be held on Tuesday 20 January 2026.

Author: JH/FS

Version: November 2025