UNIVERSITY OF LINCOLN JOB DESCRIPTION. JOB NUMBER CN2219 GRADE 6 DATE September 2014 CONTEXT
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1 UNIVERSITY OF LINCOLN JOB DESCRIPTION JOB TITLE DEPARTMENT Technical Analyst ICT LOCATION Brayford Pool, Lincoln JOB NUMBER CN2219 GRADE 6 DATE September 2014 REPORTS TO Senior technical Analyst CONTEXT This ICT Department has a headcount of 60 with a budget of approximately 6m and is responsible for the provision and support of ICT services across all departments and colleges of the University. The effective and efficient operation of the ICT services is critical to the success and continued operation of the University. Development of new and existing services and systems is required to support the achievement of the University objectives. JOB PURPOSE This is a senior position within ICT Services. The role sits within a highly technical team and the post holder is expected to have specific technical specialisms as well as a good understanding across a broad range of ICT disciplines. The post holder will be directly responsible for a creation, delivery and ongoing continual improvement of a number of medium profile services within the department. Taking ownership of incidents and problems, in both a 1st and 2nd line capacity, working under their own initiative and, on occasion, co ordinating the work of other team members in order deliver quality services. The post holder will also contribute, as a respected adviser, and as part of a larger group, to the successful implementation of university initiatives and projects. Additionally the post holder is expected to run small scale projects in line with project management best practice principles. All work activities are expected to be carried out in line with university policies and procedures that help to ensure system reliability, availability and performance. Autonomy Works under general direction within a clear framework of accountability. Exercises substantial personal responsibility and autonomy. Plans own work to meet given objectives and processes. Page 1 of 10
2 Influence Influences team and specialist peers internally. Influences customers at account level and suppliers. Has some responsibility for the work of others and for the allocation of resources. Participates in external activities related to own specialism. Makes decisions which influence the success of projects and team objectives. Complexity Performs a broad range of complex technical or professional work activities, in a variety of contexts. Investigates, defines and resolves complex problems. Business Skills Selects appropriately from applicable standards, methods, tools and applications. Demonstrates an analytical and systematic approach to problem solving. Communicates fluently orally and in writing, and can present complex technical information to both technical and non technical audiences. Facilitates collaboration between stakeholders who share common objectives. Plans, schedules and monitors work to meet time and quality targets and in accordance with relevant legislation and procedures. Rapidly absorbs new technical information and applies it effectively. Has a good appreciation of the wider field of information systems, their use in relevant employment areas and how they relate to the business activities of the employer or client. Maintains an awareness of developing technologies and their application and takes some responsibility for personal development. Page 2 of 10
3 KEY RESPONSIBILITIES Asset, change and configuration management Organises and presents sound information and advice on issues such as maintenance of hardware assets, licensing of software, and legal obligations such as compliance with the Data Protection Act. Promotes awareness of and commitment to IT asset control, configuration management and change management. Maintains familiarity with, and uses university standards for software and hardware asset management. Assists with the production of schedules of requests for change (RFCs), ensuring accuracy and consistency of data, for managing changes to the live infrastructure. Responds to queries from clients/users and contacts clients/users (for whom change management service is provided) to raise queries and provide information. Circulates change documentation to a defined distribution of clients/users. Sits on Change Advisory Boards (CABs) and Configuration Control Boards (CCB s) as a trusted and expert member to review changes. Uses the appropriate operating systems, hardware, tools and/or paper documents to maintain the configuration management system, including the configuration management database (CMDB). Monitors and documents baselines and releases of Configuration Items (CIs) for formal test and delivery. Monitors and documents the reporting, investigation and outcome of all defects and problems reported against the CIs. Ensures that necessary data is available for use by the problem management function and others carrying out investigations and ensuing actions. Maintains a document reference library, ensuring that current and archived versions of document CIs are available for reference by and/or loan to all authorised personnel. Application Support Receives and logs requests for support from help desk, other service delivery staff and/or users. Prioritises requests in accordance with agreed criteria. Within own area of competence, and following agreed procedures, investigates issues and other requests for support and determines appropriate actions to take. Uses application management software and tools to collect agreed performance statistics. Page 3 of 10
4 Within own area of competence, provides correct responses to requests for support by means of for example: making modifications to system parameters, developing work around or site specific enhancements, reconfiguring systems, changing operating procedures, training users or operations staff, producing additional documentation, or escalating requests to systems development staff or software suppliers. Ensures all work is carried out and documented in accordance with required standards, methods and procedures. In accordance with agreed procedures, monitors application systems for which responsible by regular scrutiny of reports from the applications software, systems software or service delivery staff. Notes problems and identifies performance trends. Referring to more senior colleagues where necessary, takes corrective action to improve performance and to avoid problems arising. Monitors progress of requests for support and ensure users and other interested parties are kept informed. Liaises with systems development staff or software suppliers on the development of system enhancements to overcome known problems or further fulfil user requirements. Availability and release management Collects data on aspects of services delivered, which are quantified in the service level agreement and/or operational level agreement, including the reliability and maintainability of service components. Analyses and reports on service and component availability, which is determined by reliability, maintainability, serviceability, performance and security. Takes action to ensure that services and components meet and continue to meet all of their agreed performance targets and service levels. Provides input to scheduling of tests and deployment. Ensures, where possible, information exchange with configuration management. Ensures that release processes and procedures are maintained. System installation, decommissioning and testing Installs or removes hardware and/or software, using supplied installation instructions and tools; follows agreed university standards. Agrees the timing of the work with those affected, e.g. users, operations management, including, where appropriate, hand over to client. Carries out required collection of information and records to monitor installation performance against agreed service levels. Takes action on known or moderately complex problems, advising specialists only when their attention is required. Reports details of all hardware/software items that have been installed and removed so that configuration Page 4 of 10
5 management records can be updated. Provides guidance and assistance to less experienced colleagues in the execution of routine tasks and ensures that all safety, security, clerical and administrative procedures are completed correctly. Contributes, as required, to the development of installation procedures and standards. Defines test conditions for given requirements. Interprets and executes supplied sets of simple test cases using agreed methods and standards, in accordance with project test plans. Checks test results, and documents test failures and successes compared with pre determined criteria. Analyses and reports test activities and results to supervisor and/or other colleagues in a clear and concise manner. Documentation and content authoring Works with more senior colleagues to gather and analyse information by handling actual products, reading technical specifications created by development staff and interviewing development, sales, marketing and support staff. Takes initiative to develop a broad understanding of technical publication concepts, tools and methods and the way in which these are implemented. Works with colleagues and clients to create new sections of technical documentation and support literature. Becomes familiar with, and develops expertise in, use of the technical publications tools available. Makes changes to technical documentation in response to change control instructions and in line with change control procedures. IT Operations Carries out routine operations that control data processing, peripherals, and communications and networking equipment, including start up, simple re configuration, shutdown and normal re start procedures. Carries out routine monitoring, logging and reporting tasks, taking defined action on simple problems. Reports unforeseen or exceptional events to supervisor. Carries out and observes all associated administrative and clerical procedures. Follows strictly, but using judgement where necessary, all relevant instructions and procedures relating to malfunction, safety and security. Modifies task priorities within defined limits, to improve job throughput or the processing of output. Page 5 of 10
6 Project Management Defines, documents and safely executes small scale projects, or sub projects, actively participating in all phases of the project. Identifies, assesses and manages risks to the success of the project. Estimates costs, timescales and resource requirements for the successful delivery of the project(s) to agreed terms of reference. Prepares and maintains realistic project schedules and quality plans and tracks all activities against them, providing regular and accurate reports to senior management, and client/user management as appropriate. Monitors costs, timescales and resources used, and takes action where these deviate from agreed tolerances. Ensures that own projects are formally closed and, where appropriate, subsequently reviewed, and that lessons learned are captured and actioned. Produces appropriate documentation to support these processes. Provides effective leadership to the project team ensuring that team members are motivated and developing their skills and experience. Actively represents the project team, ensuring that effective relationships are built and maintained with the business. Security Administration The post holder will maintain, support and safeguard the security of University IT and other assets; ensuring confidentiality, integrity and availability. Will abide by the Acceptable Use Policy and other relevant security policies and procedures at all times. Assists users in defining their needs for new access rights and privileges. Operates and administers logical access controls relating to one or more platforms in order to provide continuous and secure access to information services. Provides advice and handles most enquiries relating to information security, contingency planning and other related activities in line with university standards with reference to more senior staff for assistance as required. Service Level Management Uses the facilities of the tools and systems available to monitor and report on regular activities which are subject to the Service Level Management process and SLA OR OLA such as job activity, transaction processing, network activity, database activity, etc. Uses sampling techniques, where appropriate, and statistical analysis to monitor irregular activities which are subject to SLA OR OLA such as response times to service requests. Monitors, logs and reports on Service Delivery and conveys results to Customers in an agreed format and timescale. Page 6 of 10
7 Service Desk, Incident And Problem Management Following agreed procedures, provides advice to users on systems, products and services which are available to them. Responds to requests for support by providing information to enable incident resolution and promptly allocates unresolved calls as appropriate. Provides an effective interface between users and service providers, including external commercial suppliers where applicable. This interface includes documenting incidents, progress checking, and ensuring all diagnostic information is provided for error resolution and incident analysis. Assists users in making more effective use of systems, products and services. Makes initial diagnosis of any problems and advises known solutions where applicable. For all products, services and systems within the area of responsibility, demonstrates, installs and commissions systems and their routine upgrades. Provides information on updates, known errors, changes in availability, new facilities etc. Interprets technical or procedure manuals on behalf of non technical users and provides routine training in normal usage of systems, products and services, providing information on the full range of capabilities. Initiates action to resolve problems in systems and services. Documents such incidents and problems within the configuration management defect/problem reporting system. Matches unresolved incidents against existing problems, known errors and other incidents. Assists with the implementation of agreed remedies and preventative measures, in close liaison with the service desk, change management, configuration management and asset management functions. Supports service level management in monitoring the impact of problems on agreed service levels. Produces reports and registers on defect/problem reporting data (e.g. data extracted from the configuration management system/known error database). Takes agreed actions relating to problem investigation and resolution within the allotted timescales. In addition to the above, undertake such duties as may reasonably be requested and that are commensurate with the nature and grade of the post. Page 7 of 10
8 ADDITIONAL INFORMATION Internal Key working relationships/networks External Deputy Director of ICT Services ICT Operations Manager Infrastructure and Project Manager Service Owners Team Leaders Programme Management Office staff Information Systems staff Staff at all levels within the university Students Sector Organisations such as JANET (UK) and EMMAN Software, hardware and service suppliers; including sales and technical support ICT staff in other institutions Page 8 of 10
9 UNIVERSITY OF LINCOLN PERSON SPECIFICATION JOB TITLE Technical Analyst JOB NUMBER CN2219 Selection Criteria Essential (E) or Desirable (D) Where Evidenced Application (A) Interview (I) Presentation (P) References (R) Qualifications: Graduate and/or relevant experience E A, I Industry qualifications and/or proven experience E A, I Experience: Demonstrable relevant previous experience E A, I Experience of working in a large, challenging multi site environment D A, I Experience of providing sound design solutions to complex issues E I Proven record of delivering results within a given timescale E R Experience of working in a service delivery environment D A, I Experience of working within large complex programmes and projects D A, I Experience of preparing and managing budgets D A, I Knowledge of the HE sector D A, I Skills and Knowledge: Highly computer literate across a broad range of disciplines E A, I Deep understanding of specific ICT disciplines E A, I Excellent written and verbal communication skills E A, I Project Management skills D A, I Excellent problem analysis and solving skills E A, I Supplier Relationship Skills E A, I Knowledge of service delivery frameworks and methodologies D A, I Competencies and Personal Attributes: Credibility and integrity E I/P Positive and open in communication E I/P Initiative and confidence E A/I/P Analytical in approach to acquiring knowledge and information E I Creative approach to solving problems E I/P Collaborative, able to build working networks E A/I Commitment to service quality E A/I Page 9 of 10
10 Business Requirements Able to work flexibly as and when required in accordance with the needs of the University E A/I Able to travel between campuses, to suppliers, other partner locations and sites as required E A/I Essential Requirements are those, without which, a candidate would not be able to do the job. Desirable Requirements are those which would be useful for the post holder to possess and will be considered when more than one applicant meets the essential requirements. Author IM HRBA JE Page 10 of 10
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