SCOTTISH HEALTH SERVICE JOB DESCRIPTION

Transcription

1 SCOTTISH HEALTH SERVICE JOB DESCRIPTION Created: Amended: 1. Job Identification Job Number Job Holder: Job Title: Various ICT Systems Support Technician Immediate Senior Officer: ICT Systems Support Team Leader Board: Unit/HQ Division: Scottish Ambulance Service NHQ Location: Various Sites in Scotland Date Job Evaluated 2. Job Purpose To provide specialized, frontline technical support, configuration and support services for all National IT Systems, including mission/patient critical systems, installed throughout the Scottish Ambulance Service (The Service). To provide technical expertise in the planning, configuration and support for all IT Systems installed throughout the Scottish Ambulance Service (The Service). To provide technical expertise in the development of IT Systems infrastructure strategies. To constantly monitor all national systems to ensure maximum system availability using technical, hardware & software solutions Deployment of appropriate IT Systems, support policies and procedures, including creation, review and implementation. (where required) Ensure national bespoke IT Systems documentation is accurate and technically correct. To perform technical maintenance tasks in line with ICT guidelines to ensure efficient operation of IM&T systems. To closely oversee work performed by third party contractors as and when appropriate, where an advanced technical knowledge of systems is often required. To create written reports and correspondence in relation to the development/deployment of specific tasks To participate in the provision of a formal 'out of hours' support service for Mission Critical Operational systems which are available 24/7,including alternating shifts, in support of the growing business needs of The Service and the provision of National ICT Help Desk Services Page 1 of 8

2 3. Dimensions ICT Strategy is set by the Scottish Ambulance Service, ICT Strategy Board. Working objectives will be determined by the ICT Systems Support team leader The post holder will be responsible for planning and organizing of his/her given workload. Decisions and actions required to resolve these issues will be based on the Post holders specialist experience in conjunction with reference defined Department policies, ICT Operating standards and guidelines. The ICT Systems Support Team leader will review the progress of all assigned tasks and workload on a regular basis, to ensure that the needs of the Service are being met. Travel throughout Scotland may be involved, with occasional overnight stays. Where the post holder is responsible for the management of a specific project, the post holder will be responsible for ensuring that the project conforms to all recognised NHS project management methodologies. A high degree of unsupervised work will be required to be undertaken at all Ambulance Service Sites. Major IT Systems and Network equipment used within the Service consists of (not definitive):- Microsoft Windows Desktop Operating Systems Microsoft Windows Server Operating Systems and Architecture Microsoft Office Suite Applications SQL Server / IIS / Sharepoint. 1 Centralized Patient Transport System. Centralized Backup (Commvault) Centralized Workforce Planning System (Crown) 3 Command and Control Systems. A Personnel System (NHQ based). A Distributed Fleet Management System. 150 site Microsoft Exchange Mail System. Remote Hospital Access Systems. CISCO Routers/Switches 3COM Switches and Hubs. Corporate Intranet and Web Site. Antivirus Infrastructure. Device control software Encryption technologies Mutiny Monitoring/Reporting Equipment. Page 2 of 8

3 4. Organisation Chart Page 3 of 8

4 5. Role of the Department Communications and IT Services Department (CITSD) Structure The Communications and IT Services Department (CITSD), consists of 40 members of technical / administrative staff. The CITSD Department is based within the National Headquarters; however, the majority of staff are based within a number of Divisional Headquarters throughout the Service. Core Function of CITSD The core function of the CITSD is to provide day to day operational support and development for all Mobile Data and Radio, Telephony and Information Communications and Technology Systems that are used by the Service. This can is defined under the following sections:- Mobile Radio Services Provision, Support, Maintenance and Development of all Mobile Radio Services Installation and Configuration of Mobile Radio Equipment Event Communication Planning Radio Site / Circuit Management External Supplier Management Equipment Purchase and Repair Fixed and Mobile Telephony Provision, Support, Maintenance and Development of all Telephony Services Installation and Configuration of all Telephone Equipment Configuration and Maintenance of Local and Wide Area Networking Circuits Configuration and Maintenance Video Conferencing facilities Configuration and Maintenance of all Digital Voice Recording Equipment Configuration and Maintenance of all Telephone Call Logging Systems External Supplier Management ICT Systems Support and Development Specification, Provision, Support, Maintenance and Development of all Emergency, Non Emergency and Administrative ICT Systems Installation, Configuration and Support of all ICT Software and Hardware Configuration, Maintenance and Management of Local and Wide Area Networks and Intranet Configuration and Maintenance of Structured Cable Systems Configuration and Maintenance of the Service Local System and Administration of Nationwide NHS e- mail system (NHS Mail) Configuration and Maintenance of Remote Network connections to Stations External Supplier / Contractor Management ICT Strategic Development, Risk Assessment, Security and Business Continuity Development and Implementation of effective ICT Strategy for the Service Development of Operational Specifications for ICT Systems ICT Risk and Network Security Management Development of Corporate Intranet / Web Sites Development of appropriate Business Continuity Plans and Procedures Development of Good Working Practices, Policies and Procedures IT Systems Training Specification, Construction and Provision of customised Training Courses for all ICT Systems Post Proficiency Training and Evaluation Technical Administration Configuration Management of all installed Private Circuits and Telephone Lines Equipment Maintenance Provision Processing, Analysis and Distribution of all Consumer Billing Information Provision of Telecommunications Helpdesk Facility for the ordering of Goods and Services Maintenance of Data Backup Media for NHQ Networks. Page 4 of 8

5 6. Key Result Areas/Main Tasks, Duties and Responsibilities. The post holder s Key Areas are:- Ownership of technical specialist or complex IM&T issues/outage, including data analysis, investigation, final resolution and root cause analysis. These can arise from various areas of the service, staff or remote access tools. Acting on personal decision making within broad guidelines, for example amending system configurations to allow service be restored or improved without managerial authorisation. Once solution is identified and in place, regression test and function test to ensure fit for purpose. Ensure specialist and complex IM&T information is processed in accordance with Service policies & procedures. To work in conjunction with Network/Telecoms Team ensuring best practices are followed to prevent the national infrastructure from any threat of downtime for critical IT Systems. Daily Checks on all Systems within the ACC Infrastructure and Divisional Headquarters. Creation and regular review of documentation including highly complex configuration Technical notes. Develop configurations of equipment/servers which allow maximum efficiency, testing said configurations and amending where required to reach or exceed target operating levels. Guide other members of staff through technical issues, new procedures or products. Educate/train users on various software/hardware solutions. E.g. VPN, MS Office, Mobile handsets, personal Data management, Security Best Practices. This is regularly done on a one to one basis. To provide input and recommendation in the procurement of IT Systems hardware and software based upon recognised and agreed technical and industry standards, along with identified service operating needs. Responsible for installation, use and maintenance of expensive, high-end hardware and software solutions Servers, Laptops etc Manage elements of an IM&T project or develop aspects of a training programme. This will at times require the post holder to assume the role of Technical Lead/Coordinator for which the post holder has specific expertise..e.g. Visual Basic Scripting, Asset database management/creation, Commvault Simpana System backup management, LANDesk Service desk, WSUS, Share-point, NHS Mail migration project. Provide expert input in the configuration and installation of bespoke Server hardware and software, through recognised project management methodologies, to ensure that the operational requirements of the Service and its ICT Strategy are fully met. To implement and enforce, Scottish Ambulance Service System Support Policies and Procedures, which will be subject to Audit on a regular basis. Including reporting and escalation where necessary at national level. Proposal of changes to existing IM&T policies & procedures where necessary relating to Systems Support issues. To perform appropriate housekeeping / maintenance duties on all IT Systems within the Service, to support the overall business continuity strategy, as defined by the ICT Systems Support Manager. Page 5 of 8

6 7. Assignment and Review of Work Assignment of Work Objectives are set by the Systems Support Team Leader. Post holder has freedom to decide on best method or implementation to achieve results. From direct day to day operational support requirements and Service/User needs. Respond to planned, or unplanned, incidents. Post holder must react to changing situations based on personal judgment/investigation without guidance to resolve incidents. To deputise, when appropriate, for the ICT Systems Support Team Leader. Review of Work Through regular, one to one progress meetings with the Systems Support Team Leader. Through regular Department Progress Meetings and Reporting; Through ICT Project Development Team Meetings (when required to attend). 8. Communications and Working Relationships Listed below are the main communication routes:- Internal The post holder is required to maintain daily contact with his/her Line Manager, and all other staff within the Communications and IT Services Department who are working on common projects, developments or support issues. This involves highly technical discussions, planning and problem solving with multiple parties. The post holder requires liaising closely with operational staff and higher management throughout the Service, providing information to users of complex technical issues in a language (non-technical) which the end user can understand. Users can be at any staff/management level within the service. These matters may also be of a sensitive nature. The post holder requires to Liaise closely with all users of ICT Systems within the Service on a day to day basis. External The post holder will regularly require consulting with all Commercial ICT Service Suppliers and Maintainers on technical matters relating to the service. The post holder is required to liaise with representatives from other Health Board Trusts, where there is a common dependency to use one or other, IT Systems, or service. This can involve both complex technical and non-technical discussion. The post holder requires to attend formal ICT System User Group meetings out with the Service, where technical / non technical representatives from other services gather in support of a common cause; e.g. NHS Mail. The post holder requires regularly attending commercial presentations, seminars and training courses, to ensure that the Service is kept fully up to date with new developments that may be brought about through emerging technology. The post holder must maintain discretion when communicating with external parties so as not to divulge sensitive information out with the service. Page 6 of 8

7 9. Physical, Mental and Emotional Demands of the Job. The post holder is required to manually handle and move all types of IT Equipment e.g. Printers, Servers, Monitors, Motherboards etc. on a regular basis. This regularly requires the post holder to work in restricted and cramped areas. Where equipment is to be moved the service Manual Handling Policy is to be followed. The Post holder will require working for long periods in front of display screens/vdu. The post holder will require working for long continuous periods in ICT facilities where they are subject to high background noises and temperatures well below normal working environments. Due to the complex nature of the job, the post holder must possess excellent analytical/diagnostic skills in order to rectify complex System Support problems which may present a number of options; analysing user requirements which may require configuration of software and hardware. Handling a complex System failure On C3 or PTS systems can place the post holder under significant pressure for long periods of time. Testing equipment, trying to recreate problems/bugs can take time and concentration for long periods of time. While some of the workload is predictable at times, the majority of work is mostly unpredictable and calls for the ability to remain resilient, during times when system failure can place extremely high demands on mental and physical stamina. The frequency of interruptions is unpredictable, and the pressure to immediately focus and concentrate in order to restore failed service to critical systems can be high. Ensuring that System availability/ servers are maintained to the highest levels across the Service by continuously monitoring national equipment. Maintaining appropriate technical knowledge of all existing and newly implemented systems requires the post holder to learn and stay up to date with technologies. Post requires advanced keyboard skills including literacy and accuracy, in order that system configuration information and system data can be effectively maintained. The use of fine tools may be required when working on ICT systems. 9. Most Challenging Part of the Job Working under pressure, in a real time environment, supporting mission critical systems at national level. Providing an On Call service nationally 24/7 Ensuring that effective user/system support is provided at all times, to the Operational ICT Systems within the Service, which may change on a day to day basis. Effectively managing unplanned System Downtime / Failure. Effectively maintain ICT System Support Standards on a national basis. Ensuring that IT Systems/servers Integrity are maintained to the highest levels across the Service. Maintaining appropriate technical knowledge of all existing, and newly implemented, systems. Page 7 of 8

8 10. Qualifications and/or Experience Specified for the Post by the Employing Authority The post holder must have a well established practical and physical knowledge of IT System technologies to at least MCSE or MCITP (IT Professional Qualifications), OR hold an equivalent Computing degree. In addition the post holder must have at least 4 years significant hands on practical experience of all Microsoft Operating Systems and software, Active Directory, Commvault, VB Scripting, Microsoft Exchange, Landesk Servicedesk, WSUS, Terminal Services, IIS, SQL, Mobile data devices, implementation and support. The Post holder should also be ITIL (Foundation) Qualified. The post holder must have experience of administering and configuring a Windows 2003/2008 network infrastructure within a large and distributed organization. The post holder must have a Full and valid Drivers License. 11. Job Description Agreement Job Holder s Signature Date Senior Officer/Head of Department Signature Date Title Data Protection Act and Confidentiality The post holder by accepting this position will be bound by the Data Protection Act and will adhere to its code of practice, for maintaining complete confidentiality over all data that is used by the Service. The post holder will also be bound to all formal Procedures and Guidelines that have been issued by the Department for the appropriate use of ICT Systems within the Scottish Ambulance Service. Page 8 of 8