Job Description SF07708

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1 Job Description SF07708 Post Title: CRM/CMS Team Leader Grade: Grade 7 Faculty/Department: Reports to: Responsible For: Information Technology (COOG) Assistant Director of IT (Applications Development & Support) CRM/CMS Development Team Purpose The University of Reading is making substantial investment into the business systems and are forming a team to manage the technical support and development of the University s Customer Relationship Management (Microsoft Dynamics Online) and Content Management Systems (Sitecore and ActiveEdition), applying best practice IT service management disciplines. The role includes the management of technical and business support staff, including close liaison with senior University stakeholders concerning plans and priorities for systems development. The management of external support contracts provided by third party suppliers is also an important aspect of the job. Main duties and responsibilities 1. To provide effective leadership and management of the CRM/CMS Team to ensure that services are provided to agreed levels, including out of hours cover arrangements where necessary and ensuring that staff receive appropriate training and development 2. To manage activities such as planning, requirement gathering, technical solution design, monitoring, control and documentation relating to all aspects of the University s CRM and CMS systems. 3. To be technical lead on project implementations. 4. To support a programme of continuous process improvement; identifying, analysing, evaluating and implementing business developments and any additional opportunities to streamline and automate processes. 5. To develop and review policies, procedures and training materials in relation to the CRM and CMS systems and processes 6. To use expert knowledge to provide advice and guidance on how these systems may be used to meet changing requirements. 7. Propose, develop and support the implementation of service improvements. University of Reading 2015 Thursday, 29 October 2015 Page 1

2 8. Work with the IT Operations Manager to plan for new releases and other changes to the production application systems, ensuring that testing is carried out to appropriate quality standards and that risks are identified and mitigated 9. Work with infrastructure and operations teams and other stakeholders to develop business continuity and disaster recovery plans for CRM and CMS solutions. 10. To act as a facilitator and liaison point between users and third party suppliers to ensure any software or hardware issues are resolved and all training is delivered to an acceptable standard. 11. To participate in CRM and CMS systems and project groups, providing expert guidance on technical issues, influencing colleagues on solutions and presenting recommendations to gain approval for system enhancements where applicable 12. To review external support arrangements on a regular basis with third party suppliers, addressing any issues which may require attention. 13. Investigate and resolve requests, incidents and problems relating to the CRM and CMS systems in accordance with agreed SLA targets 14. Keep up to date with relevant developments external and internal to the University and assess their implications for the IT Directorate in terms of application changes or developments 15. Engage with staff in similar positions in other HE institutions to share good practice Supervision received The post holder will report to the Assistant Director of IT (Applications Development & Support). Guidance and training will be provided at a level appropriate to the experience and qualifications of the post holder. Supervision given The post holder will line manage the CRM/CMS Development Team and will be expected to provide leadership to other areas of the Applications Development and Support group in the event of absence. From time to time the post holder will act as project manager for specific activities. At these times, the work of various staff from the Information Technology Directorate may be supervised and coordinated by the post holder. Contact The post holder will have contact with all sections within the IT Department and with other University departments and external companies and individuals. Terms and conditions There are no specified hours of work, but you will be required to work such hours as are necessary to carry out the duties associated with the post. Flexibility will be required to ensure that service is maintained within normal working hours. Planned maintenance is scheduled for Tuesday evenings wherever possible with time off in lieu available for such working. Overtime is not payable. In addition, the post holder will be expected to be a named contact on the Information Technology Emergency Contacts list, and may be called upon in the event of emergencies affecting the availability of the corporate applications. The post holder will also be required to be On Call on specified weekends, for which an On Call payment will be made. No more than one weekend in six will be required. In the event of an actual call out during these times an additional call out payment will also apply. University of Reading 2015 Thursday, 29 October 2015 Page 2

3 This document outlines the duties required for the time being of the post to indicate the level of responsibility. It is not a comprehensive or exhaustive list and the line manager may vary duties from time to time which do not change the general character of the job or the level of responsibility entailed. Date assessed: August 2015 University of Reading 2015 Thursday, 29 October 2015 Page 3

4 Person Specification Job Title: Corporate Applications Team Leader School/Department: COOG/IT Criteria Essential Desirable Skills Required Leadership skills and the ability to influence and motivate others Good team working ability Excellent application system development, support and troubleshooting skills with the ability to track problems across multiple systems. Application technical administration for enterprise-wide applications Systems testing techniques and planning ability Project planning and resource estimation Excellent communication skills, including presentation of technical issues for non-specialist audiences Ability to work effectively under pressure Ability to take innovative approaches to problem solving The ability to present complex ideas to non-technical audiences Attainment Educated to degree level or equivalent or be able to demonstrate an equivalent level of professional learning and development ITIL certification to at least Foundation level Training in analysis and programming Project management training (ideally PRINCE2 based) Microsoft Certified Professional Sitecore certification Project management training (ideally PRINCE2 based) Knowledge In depth understanding of enterprisescale software deployment in terms of environments, platforms and databases Thorough understanding of industry best practice relating to change and release management Thorough understanding of best practice relating to incident Management of SaaS and other Cloud based solutions An understanding of the issues and importance of good practice in the use of CRM and web systems. University of Reading 2015 Thursday, 29 October 2015 Page 4

5 Relevant Experience Disposition management Thorough understanding of the business needs of University customers Specialist knowledge of at least one of the CRM (Microsoft Dynamics) or CMS (Sitecore) Good experience of managing Microsoft Dynamics or Sitecore CMS Experience in planning and implementing major software releases within a structured Change and Release Management environment Experience in liaison with senior customers concerning release management and deployment Experience of managing suppliers and implementation partners Commitment to the values of the University Evidence of continuing personal development and training Commitment to staff development and support Self-motivated and able to take initiative An understanding of legal and issues relating to data protection. Understanding of best practice relating to incident management Knowledge of management of web servers. Excellent experience of managing a range of CRM systems Excellent experience of managing a range of CMS systems. Experience of delivering services in a HE or public sector environment Experience of working with SaaS or other cloud services. Completed by: Anton Lawrence Date: July 2015 University of Reading 2015 Thursday, 29 October 2015 Page 5

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