OFFICIAL JOB SPECIFICATION. Network Services Analyst. Network Services Team Manager

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1 JOB SPECIFICATION FUNCTION JOB TITLE REPORTING TO GRADE WORK PATTERN LOCATION IT & Digital Netwrk Services Analyst Netwrk Services Team Manager Band D Full-time Birmingham TRAVEL REQUIRED Occasinally ROLE ID TBC MAIN PURPOSE OF ROLE The IT & Digital department is respnsible fr the frce s adptin and use f infrmatin and digital technlgy. The department cnsists f three cre functins as fllws: Architecture Management (respnsible fr identifying and selecting the right technlgies fr the frce) Delivery Management (respnsible fr delivering and implementing the right technlgies fr the frce) Service Management (respnsible fr managing and maintaining all live, peratinal technlgy fr the frce) The Service Management functin within IT & Digital is respnsible fr the effective peratin, supprt and maintenance f existing, peratinal technlgy systems, including but nt limited t all Frce applicatins, technlgy infrastructure (e.g. servers, databases, netwrks) and end-user devices (e.g. desktp PC s, smartphnes, tablets, Airwave terminals). This functin manages, and has respnsibility fr, the security, capability, availability, and perfrmance f all peratinal technlgy in the live envirnment whether it is delivered via internal resurces r by external suppliers. This functin is als respnsible fr ensuring existing technlgy remains fit-fr-purpse and reflects cntinuusly evlving requirements frm the frce. The Netwrk Services team is respnsible fr the Frce s netwrk infrastructure including the prvisin f Airwave, telephny, lcal and natinal netwrk access all f which are required t deliver and supprt prperly-engineered IT services and prducts essential t meeting the needs f the frce. Netwrk Services Analyst Page 1 f 8

2 This team manages, and has respnsibility fr, the security, capability, availability, and perfrmance f the fllwing key areas: The Frce s Airwave infrastructure including cvert and vert end-user Airwave devices, Integrated Cmmunicatins Cntrl System (ICCS), Airwave fleet mapping, and Airwave cverage. The Frce s data netwrk infrastructure including Lcal Area Netwrking, Wide Area Netwrking, and Wireless Netwrking. The Frce s vice and vide infrastructure including Vice Over IP (VOIP) and Vide Cnferencing technlgy. The Frce s firewall and gateway infrastructure prviding secure Frce cnnectivity t the internet and ther netwrks (e.g. CJX, PSN). The pst hlder will wrk within the Netwrk Services Team f 10+ staff t ensure it is able t carry ut its specific respnsibilities. Analysts will be primarily respnsible fr supprting the existing peple, prcesses and technlgy within their teams. KEY RESPONSIBILITIES The prvisin f netwrk services t include the maintenance and develpment f plicy, systems and prcedures, perfrmance management, tgether with the efficient and effective use f resurces; Prvide specialist technical skills and knwledge that facilitate the security, integrity, and availability f the Frce s Airwave infrastructure; Prvide specialist technical skills and knwledge that facilitate the security, availability, and perfrmance f the Frce s data and vice netwrk infrastructure; Prvide specialist technical skills and knwledge that facilitate the security, availability, and perfrmance f the Frce s vide cnferencing technlgy; Prvide specialist technical skills and knwledge that facilitate the security, availability, and perfrmance f the Frce s firewall and gateway technlgy; Assist with the mnitring and management f the perfrmance f third party suppliers; Prvide specialist input twards the creatin and maintenance f verall data centre plans t supprt the Frce s business strategy; Manage incidents and service requests t meet the needs f the frce and make best used f the resurces available; Take the lead n relevant incident, cnfiguratin, availability, capacity, cntinuity and release management in line with the ITIL framewrk; Minimise the impact f wrk undertaken n the users; Champin gd ideas t management; Netwrk Services Analyst Page 2 f 8

3 Prvide advice and guidance n administrative and technical prcedures; Prvide advice and gain the supprt f ther peple in rder t cntribute t the delivery f services; Plan and manage assigned prject wrk including the supervisin f cntractrs where required; Mnitr service levels and perfrmance standards fr the team; Prvide timely and accurate management infrmatin; Actively participate in meetings, chairing where apprpriate; Ensure cmpliance with frce plicy; Plan and rganise activities t meet bjectives and ensure that deadlines/custmer expectatins are met; Wrk in partnership with utside rganisatins; Have regular cntact with varius peple within the Frce and externally in rder t achieve desirable utcmes; Mnitr financials, identifying majr discrepancies and determining apprpriate reslutins; Prvide advice n pricing and the purchasing f equipment fllwing liaisn with apprpriate suppliers; Negtiate with suppliers and cntractrs in rder t achieve desirable utcmes; Cntrl and manage technical resurces; Make recmmendatins abut the use f technlgy within the team; Ensure technlgy is maintained, serviced, and repaired as required; Negtiate with suppliers/cntractrs; Smetimes required t reslve cmplex prblems and issues within the team liaising with different departments r third party suppliers where necessary; Assess and recmmend sftware and hardware prducts; Prmte the Frce s diversity agenda; Prvide and disseminate specialist/technical advice n issues relating t the department, interpreting r assessing custmer needs and exercising judgment t make decisins when slutins are nt bvius. Prvide specialist knwledge in at least ne f the fllwing areas: Data netwrk technlgy Vice netwrk technlgy and telephny Airwave ICCS Firewall technlgy Vide cnferencing technlgy CONTACTS Netwrk Services Analyst Page 3 f 8

4 Internal The psthlder will have cntact with: i. Other members f IT & Digital ii. Plice Officers iii. Plice Staff External The psthlder will have cntact with third party suppliers. The psthlder will have cntact with third party agencies. SPANS OF CONTROL / FINANCIAL CONTROL Staff management respnsibilities: Nne Budgetary respnsibilities: Raise issues with the relevant budget (e.g. as part f a prject) t the apprpriate level. COMPETENCIES REQUIRED FOR EFFECTIVE PERFORMANCE Experience Must demnstrate prven experience and ability t: Supprt a variety f Netwrk Services technlgy; Directly cmmunicate with custmers at a variety f levels using written and ral methds; Create and maintain technical dcumentatin t high standards; Maintain standards fr security f infrmatin; Prmte equality, diversity and Human Rights in wrking practices; Participate in meetings; Plan and rganize wrk with shrt and lng term timeframes; Plan and prgress wrk within general guidelines, using initiative and judgment withut recurse t senir members f staff. Knwledge Knwledge f netwrk and/r Airwave technlgy; A brad knwledge f general sftware applicatins; Knwledge f natinal standards and legislatin regarding server, strage and database technlgy; Netwrk Services Analyst Page 4 f 8

5 Understanding f ITIL and change management prcesses; Knwledge f Health and Safety issues relevant t the pst; Knwledge f internal financial prcesses. Skills Excellent interpersnal skills with the ability t cnfidently interact and empathise with all levels f staff; Gd presentatin skills; Flexibility t use a variety f supprting technlgies and t be innvative; The ability t wrk under pressure and be capable f balancing cmpeting demands and pririties; Prven track recrd in understanding the need f users; Gd cmmunicatin skills in rder t wrk effectively thrughut the rganisatin and with external cntractrs and suppliers; An understanding f the ITIL prcesses as they apply t the team and t the department as a whle; Ability t prduce management reprts, plicy dcuments and cmprehensive wrking papers including recmmendatins and implementatin f dcuments; Ability t negtiate and influence at varius levels within the rganisatin; Ability t mnitr budgets; High level prject management skills and an understanding f prfessinal techniques; Ability t cntribute t lcal, reginal and natinal cnferences. Netwrk Services Analyst Page 5 f 8

6 SKILLS FRAMEWORK FOR THE INFORMATION AGE As IT gets mre cmplex and pervasive there is an ever grwing need clearly t define, recruit and grw the skilled resurces that yu need. SFIA prvides a language that is the fundatin fr cnsistent, unambiguus and clear definitins f IT based skills. Primary SFIA Cmpetencies CPMG AVMT Skill Capacity Management The management f the capability, functinality and sustainability f service cmpnents (including hardware, sftware and netwrk) t meet current and frecast needs in a cst effective manner. This includes dealing with bth lng-term changes and shrt-term variatins in the level f demand, and deplyment, where apprpriate, f techniques t mdify demand fr a particular resurce r service. Availability Management The definitin, analysis, planning, measurement and imprvement f all aspects f the availability f IT services, including the availability f pwer. The verall cntrl and management f service availability t ensure that the level f service delivered in all services is matched t r exceeds the current and future agreed needs f the business, in a cst effective manner. IV Desired Level Mnitrs service cmpnent capacity and initiates actins t reslve any shrtfalls accrding t agreed prcedures. Applies techniques t mdify demand fr a particular resurce r service. IV Cntributes t the availability management prcess and its peratin and perfrms defined availability management tasks. Analyses service and cmpnent availability, reliability, maintainability and serviceability. Ensures that services and cmpnents meet and cntinue t meet all f their agreed perfrmance targets and service levels. Implements arrangements fr disaster recvery and dcuments recvery prcedures. Cnducts testing f recvery prcedures. PBMG Prblem Management The reslutin (bth reactive and practive) f prblems thrughut the infrmatin system lifecycle, including classificatin, priritisatin and initiatin f actin, dcumentatin f rt causes and implementatin f remedies t prevent future incidents. III Investigates prblems in systems and services. Assists with the implementatin f agreed remedies and preventative measures. Netwrk Services Analyst Page 6 f 8

7 Secndary SFIA Cmpetencies NTAS Skill Netwrk Supprt The prvisin f netwrk maintenance and supprt services. Supprt may be prvided bth t users f the systems and t service delivery functins. Supprt typically takes the frm f investigating and reslving prblems and prviding infrmatin abut the systems. It may als include mnitring their perfrmance. Prblems may be reslved by prviding advice r training t users abut the netwrk's functinality, crrect peratin r cnstraints, by devising wrkarunds, crrecting faults, r making general r sitespecific mdificatins. III Desired Level Identifies and reslves netwrk prblems fllwing agreed prcedures. Uses netwrk management sft-ware and tls t cllect agreed perfrmance statistics. Carries ut agreed netwrk maintenance tasks. ITOP IT Operatins The peratin and cntrl f the IT infrastructure (typically hardware, sftware, data stred n varius media, and all equipment within wide and lcal area netwrks) required t deliver and supprt IT services and prducts t meet the needs f a business. Includes preparatin fr new r changed services, peratin f the change prcess, the maintenance f regulatry, legal and prfessinal standards, and the mnitring f perfrmance f systems and services in relatin t their cntributin t business perfrmance, their security and their sustainability. III Carries ut agreed peratinal prcedures, including netwrk cnfiguratin, installatin and maintenance. Uses netwrk management tls t cllect and reprt n netwrk lad and perfrmance statistics. Cntributes t the implementatin f maintenance and installatin wrk. Uses standard prcedures and tls t carry ut defined system backups, restring data where necessary. Identifies peratinal prblems and cntributes t their reslutin. Netwrk Services Analyst Page 7 f 8

8 Attitude Psitive and ptimistic utlk; Open and hnest; Prblem slver; A strng team player with a can d attitude; Self-mtivated with the ability t multi task and wrk well under pressure. Training & Educatin An IT and /r Digital related qualificatin ideally at a Degree r HNC level, r demnstrable specialist skills in an IT and /r Digital envirnment ITIL Fundatin certificate f demnstrable skills that the ITIL principles are understd in the cntext f the rle. Special Circumstances The pst hlder must be able t wrk frm alternate lcatins in line with business need. Flexibility is required where rta management is required and/r extended hurs are prpsed. It is suggested that this rle requires a flexibility f apprach t wrking hurs. The pst hlder may be required t prvide ut f hurs availability fr which the apprpriate allwance will be paid. Netwrk Services Analyst Page 8 f 8

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