Duties and Responsibilities
Job Description
Main Duties & Responsibilities continued
Analyse and provide reports from database systems as required.
Co-ordinate the preparation of the Directorate mandatory training matrix in conjunction with all service heads. This includes basic level analysis on the data and reports and reasons for trends explained.
Act as the key interface between the Directorate and IT Services for all IT related issues and problems within the Directorate – to include management of the Directorate IT inventory and subsequent replacement plan and leasing arrangements.
Provide first line advice and support to managers, users and customers to continually enhance and streamline systems, processes and procedures to improve operational performance.
Participate in working groups and projects with the aim of improving operations within the services across the Directorate, focusing on customer satisfaction levels.
Develop, maintain and apply a significant breadth and depth of current technical and professional expertise in order to analyse complex situations and develop appropriate solutions and processes during the implementation of new systems, upgrades and procedures.
To be responsible for managing work packages as part of implementation, upgrade or improvement processes and report on progress to the Head of Directorate Support.
Evaluate new system components and assess configuration work needed to implement them, producing specification and planning documentation where required.
Work with the Head of Directorate Support to co-ordinate service enhancement projects, liaising with suppliers and IT, developing and testing software to meet technical requirement specifications. In addition, producing operational documentation to support enhancements. To work with colleagues in IT to monitor and report on system service levels and infrastructure, including server and system performance. Managing the resolution of queries and issues through liaison with relevant internal departments and external suppliers, ensuring that issues do not have a detrimental impact on the underlying functionality of the systems involved and business continuity.
Represent the Directorate Support Team at technical meetings as directed by management, communicating project objectives and technical information/requirements.
To understand customer requirements and develop relations and contacts.
Liaise with key stakeholders across departments, including senior management, to understand requirements for new systems implementation, current system enhancements or other improvement projects.
Establish effective working relationships with IT Services colleagues.
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