Pyramid Support & Systems Officer

We are the Housing Network (THN), a purpose-led organisation working in partnership with the YMCA to support our communities. We are in an exciting period of growth and have risen to 200th in the FT1000 Fastest Growing Companies in Europe! Homelessness is a vast and complex issue that does not have a single solution. In understanding that reality, we’ve learned the importance of perspective; appreciating that if we continue to innovate, collaborate, and give our best, we are playing our part in making a vital difference. We are a team that is absolutely committed to innovate, excel and be dependable in all that we do. Working hard together to achieve our mission of providing Better Accommodation, Better Support, Better Partnerships, and as a result Better Business.

Pyramid Support & Systems Officer Location: Luton Hybrid Working - Full Time Monday to Friday 9:00AM - 5:30PM Salary - £38,000 - £50,000 per annum depending on experience Role Overview – What is it? To provide day-to-day support for the OmniLedger Pyramid Housing Management System and its users across THN. The postholder will act as a key operational support resource, helping resolve user queries, maintain data quality, undertake testing activities, and assist with system-related projects. The role will work closely with the Systems & IT Lead, who retains overall ownership, governance, strategic development, and continuous improvement responsibility for Pyramid.

What you will be doing: Provide first and second-line support to Pyramid users across the business. Investigate and resolve routine system and data queries. Assist users with processes, navigation, and best practice use of Pyramid. Support data cleansing, validation, and data quality improvement activities. Assist with user acceptance testing (UAT) for system changes, upgrades, and enhancements. Liaise with OmniLedger support regarding incidents, defects, and service requests. Produce and maintain user guides, procedures, and process documentation. Assist with report validation and data analysis activities. Support system administration tasks as delegated. Help identify system issues, trends, and opportunities for improvement. Provide administrative support for change requests and configuration activities. Assist the Systems & IT Lead with project delivery and operational priorities relating to Pyramid and associated business systems.

Who we are looking for: Essential: Previous hands-on experience using the OmniLedger Pyramid Housing Management System in an operational capacity. Experience working within social housing, supported housing, homelessness, or a related sector. Strong understanding of housing management processes and data. Experience dealing with user queries and providing system support. Good analytical and problem-solving skills. Strong attention to detail and data accuracy. Strong communication and stakeholder engagement skills. Desirable: Experience working with the TrueContext mobile working platform. Experience supporting integrations between business systems. Experience working with reporting tools such as Power BI. Knowledge of system testing and change control processes. General IT support experience, including device setup and deployment, troubleshooting hardware and peripheral issues, workstation installations, basic network connectivity checks, and assisting users with common technology related issues.

What you'll receive: Simplyhealth Package Health & wellbeing programme Paid volunteer time Blue Light Card Eye care vouchers Cycle to Work scheme We believe our values should reflect in our behaviour towards our colleagues, partners and residents while we work to achieve our Strategy 2024>29. These values are to be; Innovative, Dynamic, Dependable, Respectful, and Kind. The Housing Network is committed to eliminating discrimination and encouraging diversity amongst the workforce. We aim to be an equal opportunities employer and we are determined to ensure no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable. As an employer we welcome applications from candidates with lived experience, demonstrating our commitment to capturing the value of “expertise by experience” and providing More than a Voice for our residents. All job offers are subject to a DBS check (level to be advised through the hiring process) and references. The Housing Network is unable to offer visa sponsorship for this position. Applicants must already have the legal right to work in the UK to be considered. We do not use AI to make hiring decisions. All screening, shortlisting and selection decisions are made by our recruitment team and hiring managers.