System administrator responsibilities

As a system administrator in HR you have elevated access and responsibilities that enable you to configure, manage, and maintain your organisation’s HR system. Many system administrators will also need access to the Sign‑In Admin area, which manages global user security and branding across multiple Ciphr products. This guide will help you understand your responsibilities and where to find the right learning and support.
 

Contents

• Accessing the customer care portal
• Ensuring access to your SFTP location
• Knowledge is power
  • 1. In‑app guidance (your first port of call)
  • 2. Ciphr academy (structured learning)
  • 3. Customer care portal knowledge base (quick‑reference guides)
• Sign‑In Admin (global user security and branding)
• Using your Ciphr Service Package 
• Raising tickets & getting support
• Contacting the customer experience team
• Staying current
• Final tips for success
• Related guides
   

Accessing the customer care portal

As a system administrator, one of the first things you should do is ensure you can access the Ciphr customer care portal. Through the portal, you can:

• View a wide range of Knowledge Base articles
• Raise and track Customer Care tickets
• Submit service requests (if you have a Ciphr Service Package)
• Receive updates and announcements

If you are unable to log in and believe you should have access, please contact your internal system owner who can raise a Customer care ticket on your behalf.

Ensuring access to your SFTP location

Your secure SFTP location is required for safely transferring sensitive data to Ciphr, particularly for tasks such as:

• Data imports
• Bulk updates
• Integration file transfers

Please check that you have the appropriate access.

If not, then Raise a Customer Care ticket to request SFTP access.

This ensures all data shared with Ciphr is transferred securely and in line with best‑practice security standards.
 

Knowledge is power

It’s important that you and your team members, especially system administrators, are fully trained and confident in using Ciphr products and any associated third-party services. 

As a system admin, you play a key role in ensuring your users have the knowledge and skills needed to operate these systems safely and effectively, following all recommended guidance. This helps you make the most of the services and ensures your organisation uses Ciphr solutions as intended and as outlined in your contract.

To help you feel confident in your system admin role, there are three key places where you can access support and learning:
 

1. In‑app guidance (your first port of call)

The in‑app resource centre in your HR system gives you instant, “in the moment” support while you work. It explains key features, helps you understand what you’re looking at, and guides you through everyday tasks without breaking your flow.

When you need more detailed learning, the in‑app guidance will signpost you to the right place - whether that’s a structured e‑learning journey in Ciphr academy or a quick‑reference article in the customer care portal.

 

2. Ciphr academy (structured learning)

For deeper understanding and scenario‑based training, head to our academy via your HR system. It provides step‑by‑step learning journeys that help system administrators build skills and confidence across everyday tasks and system configuration.

You’ll find learning journeys for:

• HR
• Payroll
• LMS
• iRecruit

Academy also offers on‑demand classes, broken down into bitesized videos covering a wide range of HR configuration areas - ideal when you want to quickly focus on a specific topic.
 

3. Customer care portal knowledge base (quick‑reference guides)

Use the customer care portal knowledge base when you need fast, practical guidance. It’s packed with concise articles that answer common questions, explain configuration options, and support troubleshooting. You can browse the product areas or search directly to find the help you need.

 

Sign‑In Admin (global user security and branding)

Some system administrators will also manage user access at a global level through the Sign‑In Admin area. This sits outside Ciphr HR and controls sign‑in, authentication, security and global branding across multiple Ciphr products (such as LMS).

Only users with a Global Admin or Group Admin role in Sign‑In Admin can access this area. This access is separate from an HR system administrator licence.

What each admin role can do

Group Admin / Global Admin

• Manage user accounts, roles and access

Global Admin only

• Reset passwords, unblock accounts and adjust 2FA
• Configure security settings (password strength, session timeout, welcome emails)
• Set up and manage single sign‑on (SSO)
• Update global branding for the sign‑in experience and associated Ciphr products in line with your organisation's visual identity, including:
  • Logos
  • Colour schemes
  • Login page visuals

Global branding applies across all Ciphr products unless HR‑specific branding is set within Ciphr HR (such as for optional multi entity configuration).

For full details, see the Sign‑In Admin guide.

Using your Ciphr service package (CSP) - optional add-on

If your organisation has a CSP, you can make use of your allocated hours to request support for configuration, changes, or additional work.

Typical uses of service hours include:

• Workflow updates
• Report creation
• System configuration assistance
• Data changes and support

You can submit a service request through the Customer care portal.

For more information on CSPs please contact your customer experience manager.

Raising tickets & getting support

If you require assistance, encounter an issue, or need to request an update, you can raise a ticket via the Customer care portal.

When raising a ticket, please include:

• A clear description of the issue
• Steps to reproduce (if applicable)
• Screenshots or files (via SFTP for sensitive data)

This helps our team respond quickly and accurately.
 

Contacting the customer experience team

If you have a live issue that requires escalation, or you need to contact the team directly, you can submit a request to contact the customer experience team

Please use this channel for escalations rather than initial support queries.

Staying current

• Review platform Release Notes in your Customer Care portal 
• View our Webinars and sign up to be informed of upcoming live dates with the opportunity for Q&A

Final tips for success

• Familiarise yourself with the HR in-app resource centre – it’s your first port of call.
• Take time to understand your permission structure before making changes.
• Document internal processes so your organisation knows how to use and maintain the system.
• Keep user access tidy and regularly review admin permissions.
   

Related guides

• System Administrator access