Position Description

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Position Description"

Transcription

1 Position Description Position Title: Group/Division/Team: WebCenter / UCM Technical Support Business Technology Services Group / IT Operations Division Date: December 2011 Reports To: Roles Reporting To This: Primary Objective: Decision Making Authority: Manager, Application Services None Administer and maintain the YVW Internet Sites and other applications based on Oracle WebCenter / UCM / BPM / Java / Oracle Fusion / WebLogic technology to ensure that they meet agreed service levels for availability, reliability, performance and capacity. Work with a team of Technical Specialists, responsible for managing on a day to day basis the maintenance and support for the IT systems including the management of operating systems, hardware and application software, configurations, related appliances, and tuning, to maximise efficiency and ensure SLA criteria are met or exceeded. Work with project teams to design and develop new applications. Authorisation limits are as outlined in the Company Who Can Authorise Register. Position Dimensions: Total Staff Numbers: Operating Expenditure (excl Payroll) Payroll: Capital Expenditure:

2 Knowledge/Experience Requirements: Technical Competencies The candidate will hold extensive and broadly based relevant support, design and development experience in the Oracle WebCenter, Universal Content Manager (UCM) and Business Process Management (BPM) technologies. 5+ years experience in the capacity of WebCenter/UCM Technical support/administration 5+ years experience commercial experience in supporting the Oracle Webcenter, UCM, Fusion middleware 11g, BPM/BPEL, application server (Weblogic) and Web Services. 5+ years hands on experience in developing enterprise web applications using WebCenter / UCM 11g and Oracle Application Development Framework (ADF). 5+ years experience and knowledge of taskflows, human tasks, ADF components and the ability to design and build reusable user interface components using ADF taskflows. It is mandatory that the employee know multiple options of developing Java applications using the technology stack listed above and is able to provide guidance and advice on the best technology approach based on the business problem presented. 5+ years experience in integrating WebCenter with UCM and the use of Spaces. Integration experience with Business Activity Monitoring (BAM) software and, Business Process Management (BPM) is preferred. Detailed understanding of ADF business components, UCM components, applying skins and themes, styling etc. Experience in UCM content workflows is preferred, experience in applying web center security in line with the Oracle Internet Directory (OID) and Active Directory security model Strong and proven knowledge in the SOA, BPM, Web Services, BPEL and J2EE mandatory. Strong skills in Service Oriented Design, Object Orientated Programming and the use of industry standard design patterns mandatory. Advanced WebCenter/UCM 11g Administration Advanced Weblogic11g Administration Intermediate Webcenter/UCM development experience Personal Competencies A demonstrated focus on customer service excellence Excellent communication skills Ability to take a leadership role in IT Incident escalations Ability to provide leadership in customer service and customer communication on behalf of the IT Team Demonstrated stakeholder engagement skills Target-focused and results-driven Strong business understanding and focus Demonstrated conflict management and resolution experience Strong negotiation skills Self-motivated, with strong ability to work both independently and with teams and managers as appropriate Seeks the best outcomes for the business and all customers Demonstrated experience in running workshops to determine root cause and obtain agreement on the best technology approach. 2

3 Key Relationships/Interactions: Manager Application Services Manager IT Operations BTS staff Business executives and staff at all levels Service providers and vendors: technical and delivery managers and senior management Key Functions Major Activities Performance Measures Technical Work Provide technical support to YVW projects in WebCenter/UCM Development and Operations Undertake routine operations tasks, including routine housekeeping and system checks Respond to user queries from Business Super Users Action requests for new / changed user access Review and action approved requests for other modifications or enhancements Responsible for systems roadmap, identifies, risk and risk mitigation and areas for system improvement Work with the Systems Owner to ensure system performance is continuously improved through the application of problem management Responsible for developing and maintaining systems monitoring tools to enhance supportability of systems supported Responsible for investigation & resolution of escalated incidents and problems, within agreed timescales, ensuring key stakeholders are kept informed on progress Responsible for ensuring system backup procedures are in place, tested and verified as fit for purpose Responsible for the resolution of escalated incidents and complex problems from support teams. Assist with the command & control for major incident and service outages, keeping key stakeholders informed on progress Responsible for Problem Management for assigned systems, ensuring that known issues and workarounds are documented and input into the Known Error Database Responsible for ensuring that change & release management procedures are followed Responsible for minor/major software upgrades, working with the release management team responsible for UAT, testing and deployment of upgrades into the production environment Responsible for building effective relationships with system vendors to ensure that reported incidents and problems are resolved within agreed resolution times set in service contracts Undertake records maintenance: for assets, licences, diagrams and configuration records Liaise with Consultants who are carrying out work on our behalf Applications meet agreed SLAs Applications are maintained at supported levels Application performance and utilization are optimized Applications are successfully restored in a DR test with SLA 3

4 Project Engagement Create scripts to automate low value repeatable tasks Undertake capacity planning to facilitate growth Develop and maintain automated alerting of the applications Acts as point of contact and technical authority responsible for providing technical consultancy to project delivery and development teams, procurement, service design and change management teams Responsible for providing technical expertise to project teams throughout the lifecycle of a project from design to implementation Assist in Development/Implementation of YVW Webcenter/UCM projects Work with project & service delivery teams responsible for the commissioning and acceptance ensuring new installations/services are fit for purpose, supportable, and are built against agreed specification and installation standards Responsible for the management and delivery of projects as identified and agreed with the Systems Owner Establish an application's security measures during development Customer Satisfaction > 80% Knowledge Management & Planning Security Obligations Reporting & Contribution Responsible for the production of technical documentation, ensuring quality and accuracy Responsible for ensuring knowledge management systems and documentation are kept up to date Responsible for assessment, design and delivery of training for assigned systems, ensuring support teams can be appropriately trained Plan for business requirements and new technologies Set and upload Technical Standards Contribute to and comply with the YVW Quality System, BTS technical architecture standards and the IT Operations Manual. Review Changes in Change Management & Change Control Maintain and administer users access rights and security and maintain a list of logins for active users and groups Maintain an administration access password list for disaster recovery Develop and document policies related to the security and access rights of users Monitor and evaluate vendor and security advisories, and action the relevant items in the appropriate timeframe Maintain a regular patching cycle to keep systems up to date for optimal running of the servers Execute cyclic audits, security scans, user account reviews, and password changing Maintain and monitor dashboards and exception reporting on service delivery performance Regular reporting on service delivery performance to Technical Services Manager and clients Responsible for providing trend analysis regarding resource management. Technical documentation & knowledge systems are up to date and accurate in areas of responsibility The CMDB is accurate. No negative audit items Timely and accurate reporting Effective reporting 4

5 Other Responsibilities Regularly report service improvements implemented and recommend actions to further improve performance and service delivery Contribute as appropriate as a member of the YVW Management Team Undertake peer reviews as required to improve the quality of work, and body of knowledge, of the IT Operations team. Mentor staff to improve the capabilities and usefulness of the IT Operations team. Maintain service levels between 7am and 6pm week days, during planned after hours work, leave, and holidays by sharing work with nominated team members. Provide both Service Desk and Technical support as required Provide 24x7 On Call Support on a Roster Attend meetings as required Work both independently as well as part of a team to ensure that work gets completed in a timely and comprehensive manner Proactively share knowledge as appropriate with other staff Develop and maintain a basic understanding of the key drivers and issues of other business units, as they relate to IT service delivery Any other task or activity that will contribute to the successful operation of YVW. Cultural alignment to YVW behaviours Safety, Wellbeing & Quality Yarra Valley Water is committed to the safety and well-being of its employees, customers and the employees of its partner organisations. As our employee, you have the responsibility to: Demonstrate a personal commitment and proactive approach towards our culture of safety. Foster and actively contribute towards a workplace environment that supports the health and well-being of all staff. Comply with, and have an awareness and understanding of, relevant OHS procedures. This includes participating in OHS initiatives, induction and training. Carry out all work in such a way as to protect their own health and safety and that of their fellow workers, contractors and public who may be affected by their acts or omissions including reporting of any potential OHS issues, hazards, near misses, incidents, accidents and work-related injuries/illnesses in accordance with relevant OHS procedures. Be accountable for the quality of all work performed, over which they have direct input and actively encourage and contribute towards the implementation of changes that could reduce costs, increase productivity or improve quality. No lost-time injuries. No BTS impediment to ongoing OH&S certification 5

N e t w o r k E n g i n e e r Position Description

N e t w o r k E n g i n e e r Position Description Position Title: Group/Division/Team Network Engineer Business Technology Services / IT Operations Division Date October 2011 Reports to Roles Reporting to This Primary Objective Decision Making Authority

More information

S e r v i c e D e s k Team Leader Position Description

S e r v i c e D e s k Team Leader Position Description Position Title: Service Desk Team Leader Group/Division/Team Business Technology Services / IT Operations Division Date October 2011 Reports to Manager Client Services Roles Reporting to This None Primary

More information

G-Cloud Framework Service Definition. Master Data Management and Identity Resolution Service

G-Cloud Framework Service Definition. Master Data Management and Identity Resolution Service G-Cloud Framework Service Definition Master Data Management and Identity Resolution Service Version: 1.0 Copyright: Acuma Solutions Ltd Acuma Solutions Ltd Waterside Court 1 Crewe Road Manchester M23 9BE

More information

POSITION DESCRIPTION. Organisation profile. Our vision. Our values. Position title Procurement Specialist Job band G

POSITION DESCRIPTION. Organisation profile. Our vision. Our values. Position title Procurement Specialist Job band G POSITION DESCRIPTION Position title Procurement Specialist Job band G Group Corporate Services Reports to: Support Services Manager Location Wellington Staff responsibilities Nil Financial delegations

More information

Technical Applications Consultant version 20 Dec 2011.doc

Technical Applications Consultant version 20 Dec 2011.doc Principles Vision Purpose Statement Technical Applications Consultant (version 20 Dec 2011) healthalliance Purpose, Vision and Principles healthalliance provides shared services to benefit NZ health organisations.

More information

SYSTEMS ADMINISTRATOR

SYSTEMS ADMINISTRATOR JOB DESCRIPTION SYSTEMS ADMINISTRATOR Discovering Abilities optimising the quality of life for people living with disabilities BASIC JOB PURPOSE This role is responsible for Effective provisioning, installation

More information

Role Profile. Role Title: Applications Support Analyst. Division: Corporate Services - ICT. Department: ICT. Team: Support

Role Profile. Role Title: Applications Support Analyst. Division: Corporate Services - ICT. Department: ICT. Team: Support Role Profile Role Title: Applications Support Analyst Division: Corporate Services - ICT Department: ICT Team: Support Role Identifiers: - Career Ladder: Professional - Level: Associate Level 2 - Function:

More information

Page 1 of 5 Position Description Service Desk System Stage: Issued Version: 3.004006 Group: HR/OHS/Education Reports To: Manager - IT and Communication Employment Status: As per Appointment Letter Grade/Award:

More information

IT Organisation in Change

IT Organisation in Change IT Organisation in Change ENTERPRISE SOFTWARE ENGINEERING & SOFTWARE ENGINEERING IN THE ENTERPRISE IT change Quality of IT s Costs of IT s change Future Now Perfect IT s Business Demands Can we deliver?

More information

Request for Proposal for Application Development and Maintenance Services for XML Store platforms

Request for Proposal for Application Development and Maintenance Services for XML Store platforms Request for Proposal for Application Development and Maintenance s for ML Store platforms Annex 4: Application Development & Maintenance Requirements Description TABLE OF CONTENTS Page 1 1.0 s Overview...

More information

POSITION INFORMATION DOCUMENT

POSITION INFORMATION DOCUMENT POSITION INFORMATION DOCUMENT Position Title: ICT Service Desk Manager Classification Code: AS07 Division: ICT Services Directorate: ICT Customer Services Type of Appointment: Branch: ICT Central Ongoing

More information

1 Why should monitoring and measuring be used when trying to improve services?

1 Why should monitoring and measuring be used when trying to improve services? 1 Why should monitoring and measuring be used when trying to improve services? a) To validate, direct, justify and intervene b) To validate, measure, monitor and change c) To validate, plan, act and improve

More information

JOB DESCRIPTION CONTRACTUAL POSITION

JOB DESCRIPTION CONTRACTUAL POSITION Ref #: IT/P /01 JOB DESCRIPTION CONTRACTUAL POSITION JOB TITLE: INFORMATION AND COMMUNICATIONS TECHNOLOGY (ICT) SECURITY SPECIALIST JOB SUMMARY: The incumbent is required to provide specialized technical

More information

Position Description

Position Description Position Description Job title Group Section Responsible to Responsibility for staff Project Coordinator Natural Resource Operations Rotorua Lakes Protection & Restoration Programme Rotorua Lakes Business

More information

POSITION PROFILE. Classification: PM4 Date of evaluation: February 2010 Date Reviewed: March 2012

POSITION PROFILE. Classification: PM4 Date of evaluation: February 2010 Date Reviewed: March 2012 POSITION PROFILE Position Title: Infrastructure Position Number: 125692 / Leader: Service Delivery Business Unit: Location: Service Delivery Brisbane Classification: PM4 Date of evaluation: February 2010

More information

Define and manage the business rules that will drive eligibility assessments across human services programs

Define and manage the business rules that will drive eligibility assessments across human services programs Table 1 HSE Platform Services and Capabilities (Components) Identity Management Consent Management Portal Enterprise Information Exchange Master Data Management Ensure individuals are identified across

More information

IT Sr. Systems Administrator

IT Sr. Systems Administrator IT Sr. Systems Administrator Location: [North America] [United States] [Monrovia] Category: Information Technology Job Type: Open-ended, Full-time PURPOSE OF POSITION: Systems Administrators and Engineers

More information

Job Description Solutions Lead

Job Description Solutions Lead Solutions Lead Department: Group: Direct Line Manager: Direct Reports: Business Support Manager - Information Services Database Applications Analyst, Technical Business Analyst Delegations: Primary Location:

More information

Analytics Reporting Service

Analytics Reporting Service 1. Rate per month $19.00 per user 2. General Overview: The provides the technologies for transforming large quantities of raw data into useable information serving the agency s functions. includes interactive

More information

PSU Hyland OnBase Document Imaging and Workflow Services Level Memorandum of Understanding

PSU Hyland OnBase Document Imaging and Workflow Services Level Memorandum of Understanding PSU Hyland OnBase Document Imaging and Workflow Services Level Memorandum of Understanding Table of Contents -I. Summary -II. Service Description-Scope of OnBase Document Imaging and Workflow Service Integration

More information

Cloud-based Managed Services for SAP. Service Catalogue

Cloud-based Managed Services for SAP. Service Catalogue Cloud-based Managed Services for SAP Service Catalogue Version 1.8 Date: 28.07.2015 TABLE OF CONTENTS Introduction... 4 Managed Services out of the Cloud... 4 Cloud-based Flexibility, Efficiency and Scalability...

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper B, version 4.0 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

DIGITAL MARKETPLACE (G CLOUD 7) OFFERING. Sopra Steria Integration Platform Support as a Service. Service Overview. Sopra Steria in the public sector

DIGITAL MARKETPLACE (G CLOUD 7) OFFERING. Sopra Steria Integration Platform Support as a Service. Service Overview. Sopra Steria in the public sector DIGITAL MARKETPLACE (G CLOUD 7) OFFERING Sopra Steria Integration Platform Support as a Service Sopra Steria in the public sector Organisations across the public sector choose Sopra Steria to deliver transformation

More information

ITIL 2011 Lifecycle Roles and Responsibilities UXC Consulting

ITIL 2011 Lifecycle Roles and Responsibilities UXC Consulting ITIL 2011 Lifecycle Roles and Responsibilities UXC Consulting Date November 2011 Company UXC Consulting Version Version 1.5 Contact info@uxcconsulting.com.au http://www.uxcconsulting.com.au This summary

More information

Audit Management. service definition document

Audit Management. service definition document Audit Management service definition document Contents Introduction... 3 Service Description... 3 Features and Benefits... 4 Architecture... 5 Service Delivery... 6 Service Provisioning Time... 7 Service

More information

Maintaining the operational effectiveness of organisation s Database management systems

Maintaining the operational effectiveness of organisation s Database management systems Database Administrator Position title Division Business Business Unit Classification Database Administrator Shared Services Information, Communication and Technology (ICT) Operations D Responsible for

More information

The ITIL v.3. Foundation Examination

The ITIL v.3. Foundation Examination The ITIL v.3. Foundation Examination ITIL v. 3 Foundation Examination: Sample Paper 4, version 3.0 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. There are no trick questions.

More information

Position Description. Job Summary: Campus Job Scope:

Position Description. Job Summary: Campus Job Scope: Position Description Report Run Date Sep 10 2015 11:07AM Position Number: 02018467 Dept: ENT APPS & INFRASTRUCTURE SVCS - 061419 Position: WNDOWS SYSTEM APPLICATION ADMINISTRATOR Approved Payroll Title

More information

Address IT costs and streamline operations with IBM service desk and asset management.

Address IT costs and streamline operations with IBM service desk and asset management. Asset management and service desk solutions To support your IT objectives Address IT costs and streamline operations with IBM service desk and asset management. Highlights Help improve the value of IT

More information

RFP Attachment C Classifications

RFP Attachment C Classifications RFP 1. Applications IT Architect Analyzes and designs the architecture for software applications and enhancements, including the appropriate application of frameworks and design patterns and the interrelationships

More information

POSITION PROFILE Support Officer, ICT. Position Summary. Position Statement. Corporate Vision. Constructive Culture ICT.

POSITION PROFILE Support Officer, ICT. Position Summary. Position Statement. Corporate Vision. Constructive Culture ICT. Position Summary Position Title: Business unit: ICT Support Officer ICT Division : ICT and Knowledge Management Classification : Level 5 Status : Position Statement The ICT Support Officer maintains the

More information

POSITION DESCRIPTION ICT TECHNICIAN - HELPDESK SUPPORT

POSITION DESCRIPTION ICT TECHNICIAN - HELPDESK SUPPORT POSITION TITLE: LEVEL: HOURS: ICT Technician - Helpdesk Support Level 2 (Administrative & Technical Officers) The Roman Catholic Archbishop of Perth Non-Teaching Staff Enterprise Bargaining Agreement 2012

More information

<Insert Picture Here> Oracle Advanced Customer Support Services

<Insert Picture Here> Oracle Advanced Customer Support Services Oracle Advanced Customer Support Services Janez Bostner About Oracle Advanced Customer Support Services Mission Critical Support Services Oracle Global Support Services Advanced Customer

More information

ITIL by Test-king. Exam code: ITIL-F. Exam name: ITIL Foundation. Version 15.0

ITIL by Test-king. Exam code: ITIL-F. Exam name: ITIL Foundation. Version 15.0 ITIL by Test-king Number: ITIL-F Passing Score: 800 Time Limit: 120 min File Version: 15.0 Sections 1. Service Management as a practice 2. The Service Lifecycle 3. Generic concepts and definitions 4. Key

More information

Client Services Manager Self and contribution to Team. Information Services. Band 8

Client Services Manager Self and contribution to Team. Information Services. Band 8 POSITION DESCRIPTION Position Title: Responsible To: Responsible For Asset and Procurement Co-ordinator Client Services Manager Self and contribution to Team Position Purpose: The Asset and Procurement

More information

Central Hosting. Case Study

Central Hosting. Case Study Central Hosting Case Study October, 2014 Central Hosting Case Study Background An Chéim was originally set up to procure, distribute and implement key MIS systems (hardware and software) for the Institutes

More information

Position Description

Position Description Position Description GMW is committed to: 1. Partnering with our customers 2. Creating the opportunity to increase food production in Northern Victoria 3. Being a high performing organisation DM Reference

More information

Position Description (PD)

Position Description (PD) UC High Performance Computing Position Description (PD) HPC System and Application Support Specialist - NeSI Fixed Term Position Number: 18962 July 2015 Our Vision We have a vision of people prepared to

More information

Service Level Agreement

Service Level Agreement Dakota Cloud Recovery December, 2014 Table of Contents Table of Contents... 2 1. Introduction... 3 2. Dakota Cloud Recovery Responsibilities and Obligations... 3 2.1. Installation and Configuration...

More information

Organisational Unit/ Department

Organisational Unit/ Department The Salvation Army Australia Southern Territory POSITION DESCRIPTION Position Title ITS Helpdesk Analyst Employee Name Date 19/03/14 Division/ Entity/Location Office for the Secretary for Business Administration/

More information

STL Microsoft Dynamics CRM Consulting and Support Services

STL Microsoft Dynamics CRM Consulting and Support Services STL Microsoft Dynamics CRM Consulting and Support Services STL Technologies Equis House Eastern Way Bury St Edmunds Suffolk IP32 7AB Service Description and Pricing Specialist Cloud Services www.stl.co.uk

More information

End-To-End Invoice Processing Automation at Land O Lakes NATALIE HAWLEY LAND O LAKES

End-To-End Invoice Processing Automation at Land O Lakes NATALIE HAWLEY LAND O LAKES End-To-End Invoice Processing Automation at Land O Lakes NATALIE HAWLEY LAND O LAKES i Fishbowl Solutions Notice The information contained in this document represents the current view of Fishbowl Solutions,

More information

With Windows, Web and Mobile clients Richmond SupportDesk is accessible to Service Desk operators wherever they are.

With Windows, Web and Mobile clients Richmond SupportDesk is accessible to Service Desk operators wherever they are. Richmond Systems Richmond Systems is a leading provider of software solutions enabling organisations to implement enterprise wide, best practice, IT Service Management. Richmond SupportDesk is currently

More information

POSITION DESCRIPTION. Role Purpose. Key Challenges

POSITION DESCRIPTION. Role Purpose. Key Challenges POSITION DESCRIPTION Position Title Position Number Reports to Manager, Web Solutions Development Functional Auth HRM Auth Region Sydney Date Date Function ITSC Signature Signature Role Purpose To implement

More information

FULLY MANAGED SERVICE COMPLETE SUPPORT FOR YOUR MOBILE ENTERPRISE

FULLY MANAGED SERVICE COMPLETE SUPPORT FOR YOUR MOBILE ENTERPRISE FULLY MANAGED SERVICE COMPLETE SUPPORT FOR YOUR MOBILE ENTERPRISE At Spirit, we realise that our customers are looking for choice, flexibility and value. That s why we have developed our special Fully

More information

Process Automation Tools and Strategies for Implementing Incident Management

Process Automation Tools and Strategies for Implementing Incident Management Process Automation Tools and Strategies for Implementing Incident Management Rapid-Time-To-Value, Reduced Costs, Ongoing Compliance and More Orchestrate, Integrate, and Automate IT Processes With Opalis

More information

ITIL Roles Descriptions

ITIL Roles Descriptions ITIL Roles s Role Process Liaison Incident Analyst Operations Assurance Analyst Infrastructure Solution Architect Problem Manager Problem Owner Change Manager Change Owner CAB Member Release Analyst Test

More information

T24 TECHNICAL ANALYST & APPLICATION DEVELOPER (2 Positions)

T24 TECHNICAL ANALYST & APPLICATION DEVELOPER (2 Positions) T24 TECHNICAL ANALYST & APPLICATION DEVELOPER (2 Positions) He/She shall be charged with the responsibility of developing applications in or to interact with the Bank s T24 Temenos applications. Key Duties

More information

Request for Proposal. Supporting Document 3 of 4. Contract and Relationship Management for the Education Service Payroll

Request for Proposal. Supporting Document 3 of 4. Contract and Relationship Management for the Education Service Payroll Request for Proposal Supporting Document 3 of 4 Contract and Relationship December 2007 Table of Contents 1 Introduction 3 2 Governance 4 2.1 Education Governance Board 4 2.2 Education Capability Board

More information

STL Microsoft SharePoint Consulting and Support Services

STL Microsoft SharePoint Consulting and Support Services STL Microsoft SharePoint Consulting and Support Services STL Technologies Equis House Eastern Way Bury St Edmunds Suffolk IP32 7AB Service Description and Pricing Specialist Cloud Services www.stl.co.uk

More information

ICT Network Analyst. APPLICATIONS CAN BE ED TO: APPLICATIONS CLOSE: COB Monday 2 March 2015

ICT Network Analyst. APPLICATIONS CAN BE  ED TO: APPLICATIONS CLOSE: COB Monday 2 March 2015 ICT Network Analyst The Sydney Cricket & Sports Ground Trust has the responsibility and privilege of managing two of Australia s premier sporting venues. The Sydney Cricket Ground and Allianz Stadium host

More information

Maximo ITSM Product Suite. Francois Marais

Maximo ITSM Product Suite. Francois Marais Maximo ITSM Product Suite Francois Marais What do we mean by Maximo Service & IT Asset Management (ITSM)? MAXIMO and TIVOLI Traditional Maximo Service desk (ITSM) NOW! Tivoli Service Request Manager TSRM

More information

University of Central Florida Class Specification Administrative and Professional. Director Systems and Operations

University of Central Florida Class Specification Administrative and Professional. Director Systems and Operations Director Systems and Operations Job Code: 2519 Report to the university Chief Technology Officer. Serve as the top technical administrator for enterprise systems and operations. Direct the functional areas

More information

Validating Enterprise Systems: A Practical Guide

Validating Enterprise Systems: A Practical Guide Table of Contents Validating Enterprise Systems: A Practical Guide Foreword 1 Introduction The Need for Guidance on Compliant Enterprise Systems What is an Enterprise System The Need to Validate Enterprise

More information

Overview of Service Support & Service

Overview of Service Support & Service Overview of Service Support & Service Delivery Functions ITIL Service Support / Delivery- 1 Service Delivery Functions Availability Management IT Services Continuity Management Capacity Management Financial

More information

Annexure-A (Qualifications & Job Description with Roles & Responsibilities) Job Description

Annexure-A (Qualifications & Job Description with Roles & Responsibilities) Job Description Annexure-A (Qualifications & Job Description with Roles & Responsibilities) Job Description Position / Designation Program Manager Level / Rank Principal Consultant Educational Qualifications Experience

More information

Which statement about Emergency Change Advisory Board (ECAB) is CORRECT?

Which statement about Emergency Change Advisory Board (ECAB) is CORRECT? ITIL Foundation mock exam 4 1. Which of the following is NOT a purpose of Service Transition? A) To ensure that a service can be managed, operated and supported B) To provide training and certification

More information

Leveraging BPM Workflows for Accounts Payable Processing BRAD BUKACEK - TEAM LEAD FISHBOWL SOLUTIONS, INC.

Leveraging BPM Workflows for Accounts Payable Processing BRAD BUKACEK - TEAM LEAD FISHBOWL SOLUTIONS, INC. Leveraging BPM Workflows for Accounts Payable Processing BRAD BUKACEK - TEAM LEAD FISHBOWL SOLUTIONS, INC. i Fishbowl Solutions Notice The information contained in this document represents the current

More information

Service Catalog. it s Managed Plan Service Catalog

Service Catalog. it s Managed Plan Service Catalog Service Catalog it s Managed Plan Service Catalog 6/18/2012 Document Contents Contents Document Contents... 2 Overview... 3 Purpose... 3 Product Description... 3 Plan Overview... 3 Tracking... 3 What is

More information

POSITION PROFILE Payroll Systems Administrator. Position Summary. Position Statement. Corporate Vision. Constructive Culture

POSITION PROFILE Payroll Systems Administrator. Position Summary. Position Statement. Corporate Vision. Constructive Culture Position Summary Position Title : Business unit : Finance Division : Governance Classification : Level 5 Status : Ongoing (Full-Time) Position Statement Reporting to the Financial Accountant, the purpose

More information

Infrastructure Support Engineer Job Profile

Infrastructure Support Engineer Job Profile Infrastructure Support Engineer Job Profile About the HCPC The Health Professions and Care Council (HCPC) is the regulator of 16 different health and care professions, set up to protect the public. To

More information

Evolution from the Traditional Data Center to Exalogic: An Operational Perspective

Evolution from the Traditional Data Center to Exalogic: An Operational Perspective An Oracle White Paper July, 2012 Evolution from the Traditional Data Center to Exalogic: 1 Disclaimer The following is intended to outline our general product capabilities. It is intended for information

More information

IBM Tivoli Service Request Manager

IBM Tivoli Service Request Manager Deliver high-quality services while helping to control cost IBM Tivoli Service Request Manager Highlights Streamline incident and problem management processes for more rapid service restoration at an appropriate

More information

Position Type: Risk: The Technical Support Officer role is a broad banded position covering Grade 5 to Grade 10.

Position Type: Risk: The Technical Support Officer role is a broad banded position covering Grade 5 to Grade 10. Position Title: Technical Support Officer Grade: G8 G10 Position Type: Permanent Full Time: Branch: Information Systems Hours: 35 hours per week Based on: 35 hr/week 38 hr/week Division: Corporate Support

More information

The ITIL Foundation Examination

The ITIL Foundation Examination The ITIL Foundation Examination Sample Paper A, version 5.1 Multiple Choice Instructions 1. All 40 questions should be attempted. 2. All answers are to be marked on the answer grid provided. 3. You have

More information

Libraries Collection Development Coordinator

Libraries Collection Development Coordinator Position Summary Position Title: Libraries Collection Development Coordinator Business Unit : Libraries Division : Community & Corporate Development Classification : Level 5 Status : Ongoing Position Statement

More information

Attachment E. RFP Requirements: Mandatory Requirements: Vendor must respond with Yes or No. A No response will render the vendor nonresponsive.

Attachment E. RFP Requirements: Mandatory Requirements: Vendor must respond with Yes or No. A No response will render the vendor nonresponsive. Attachment E RFP Requirements: Mandatory Requirements: Vendor must respond with Yes or No. A No response will render the vendor nonresponsive. Questions Support for Information Security 1. The Supplier

More information

Job Description. Job Title: Department: ICT Service Support Manager Responsible to:

Job Description. Job Title: Department: ICT Service Support Manager Responsible to: Job Description Job Title: ICT Service Support Manager Responsible to: ICT/IS Manager Main purpose of the job: Department: INFORMATION TECHNOLOGY Number of people directly managed: 3 + temporary contractors

More information

Current Vacancies. UK & South Africa. This document contains both Permanent & Contract roles.

Current Vacancies. UK & South Africa. This document contains both Permanent & Contract roles. Current Vacancies UK & South Africa This document contains both Permanent & Contract roles. To apply for any of the roles please email your CV and covering letter: Email: resourcing@ecs.co.uk Or call our

More information

ITIL V3 Intermediate Capability Stream:

ITIL V3 Intermediate Capability Stream: ITIL V3 Intermediate Capability Stream: RELEASE CONTROL AND VALIDATION (RC&V) CERTIFICATE SCENARIO BOOKLET Scenario One A global commercial IT service provider has three service desks that support internal

More information

Employability Skills Summary

Employability Skills Summary s Summary Monday, 22 November 2010 10:55 AM Version 1.2 s Summary Page 2 Table of Contents BSB10107 Certificate I in Business... 3 BSB20107 Certificate II in Business... 4 BSB30107 Certificate III in Business...

More information

Information Technology Officer POSITION DESCRIPTION

Information Technology Officer POSITION DESCRIPTION DEPARTMENT/UNIT Department: Unit: Team: Information Technology Officer POSITION DESCRIPTION Corporate Services Finance Information Services _ Position Number: 412104 REMUNERATION Classification: Salary

More information

Roles within ITIL V3. Contents

Roles within ITIL V3. Contents Roles within ITIL V3 Roles are employed in order to define responsibilities. In particular, they are used to assign Process Owners to the various ITIL V3 processes, and to illustrate responsibilities for

More information

ROLE DESCRIPTION. Location: National Office Wellington Delegation level: N/A. Role of Tertiary Education Commission (Te Amorangi Matauranga Matua)

ROLE DESCRIPTION. Location: National Office Wellington Delegation level: N/A. Role of Tertiary Education Commission (Te Amorangi Matauranga Matua) ROLE DESCRIPTION Role Title: Service Desk Analyst Number and Title of Direct Reports: N/A Directorate: Information Directorate Reports to: Service Desk Manager Remuneration Grade: T12 Budget: N/A Location:

More information

Supporting GIS Best practices for Incident Management and Daily Operations

Supporting GIS Best practices for Incident Management and Daily Operations Supporting GIS Best practices for Incident Management and Daily Operations Shaun Collins, Project Manager Venkat Nittala, Operations Lead Agenda Introduction & History of GIS at PG&E PG&E GIS Environment

More information

STRATEGIC ASSET MANAGER POSITION & PERSON DESCRIPTION February 2015

STRATEGIC ASSET MANAGER POSITION & PERSON DESCRIPTION February 2015 GENERAL Position & Person Descriptions form an important part of an integrated planning process to ensure that individual performance, and the required outputs and outcomes, align with the strategic and

More information

1.1 In consultation with management, to identify against business objectives, issues of self-development and training.

1.1 In consultation with management, to identify against business objectives, issues of self-development and training. London Fire Brigade is run by the London Fire and Emergency Planning Authority Fire Our vision To be a world class fire and rescue service for London, Londoners and visitors. Job Description JOB TITLE

More information

Maximize potential with services Efficient managed reconciliation service

Maximize potential with services Efficient managed reconciliation service RECONCILIATION IntelliMatch Operational Control services Optimize. PRODUCT SHEET Maximize potential with services Efficient managed reconciliation service Overview At its best, technology provides financial

More information

TERMS OF REFERENCE (TORs) OF CONSULTANTS - (EAG) 1. Reporting Function. The Applications Consultant reports directly to the CIO

TERMS OF REFERENCE (TORs) OF CONSULTANTS - (EAG) 1. Reporting Function. The Applications Consultant reports directly to the CIO TERMS OF REFERENCE (TORs) OF CONSULTANTS - (EAG) Consultant - Enterprise Systems & Applications 1. Reporting Function. The Applications Consultant reports directly to the CIO 2. Qualification and Experience

More information

System Center Service Manager

System Center Service Manager System Center Service Manager Vision and Planned Capabilities Microsoft Corporation Published: April 2008 Executive Summary The Service Desk function is the primary point of contact between end users and

More information

Qulliq Energy Corporation Job Description

Qulliq Energy Corporation Job Description Qulliq Energy Corporation Job Description Position Title Senior Enterprise Systems Specialist Unionized Reports to: Manager, Information Technology Reporting to this Position Enterprise Systems Specialist

More information

SERVICE ORIENTED ARCHITECTURE

SERVICE ORIENTED ARCHITECTURE SERVICE ORIENTED ARCHITECTURE Introduction SOA provides an enterprise architecture that supports building connected enterprise applications to provide solutions to business problems. SOA facilitates the

More information

Managed IT Services. Maintain, manage and report

Managed IT Services. Maintain, manage and report Managed IT Services Maintain, manage and report 1 2 Comunet was established in 1995 to provide professional Information Technology services to Australian businesses and organisations. Its vision now, as

More information

ISO 20000-1:2005 Requirements Summary

ISO 20000-1:2005 Requirements Summary Contents 3. Requirements for a Management System... 3 3.1 Management Responsibility... 3 3.2 Documentation Requirements... 3 3.3 Competence, Awareness, and Training... 4 4. Planning and Implementing Service

More information

5 Do s and Don ts for every Oracle SOA Suite project

5 Do s and Don ts for every Oracle SOA Suite project 5 Do s and Don ts for every Oracle SOA Suite project The Oracle SOA Suite is comprehensive, which can make it hard to know where to start. That is why we have produced this list of Do s and Don t s for

More information

ITIL Introducing service transition

ITIL Introducing service transition ITIL Introducing service transition The goals of service transition Aligning the new or changed service with the organisational requirements and organisational operations Plan and manage the capacity and

More information

Deploying Fusion Middleware in a 100% Virtual Environment Using OVM ANDY WEAVER FISHBOWL SOLUTIONS, INC.

Deploying Fusion Middleware in a 100% Virtual Environment Using OVM ANDY WEAVER FISHBOWL SOLUTIONS, INC. Deploying Fusion Middleware in a 100% Virtual Environment Using OVM ANDY WEAVER FISHBOWL SOLUTIONS, INC. i Fishbowl Solutions Notice The information contained in this document represents the current view

More information

KEY RESPONSIBILITIES:

KEY RESPONSIBILITIES: 1. TITLE: FIELD MAINTENANCE MANAGER 2. CLASSIFICATION: SENIOR EXECUTIVE OFFICER (SEO) 3. DEPARTMENT: OPERATIONS 4. POSITION OBJECTIVES: 4.1. Objectives of Position: 4.1.1. To manage and provide direction

More information

<Insert Picture Here> Best Practices from Oracle Managed Services for Maintenance and Support of Oracle Solutions

<Insert Picture Here> Best Practices from Oracle Managed Services for Maintenance and Support of Oracle Solutions Best Practices from Oracle Managed Services for Maintenance and Support of Oracle Solutions dr.ir. Wouter Schmidt Solution Architect Sigrun Bichlmeier Business Development Manager

More information

Please Note: Temporary Graduate 485 skills assessments applicants should only apply for ANZSCO codes listed in the Skilled Occupation List above.

Please Note: Temporary Graduate 485 skills assessments applicants should only apply for ANZSCO codes listed in the Skilled Occupation List above. ANZSCO Descriptions This ANZSCO description document has been created to assist applicants in nominating an occupation for an ICT skill assessment application. The document lists all the ANZSCO codes that

More information

Job Description Payments Service Centre Specialist Band 7

Job Description Payments Service Centre Specialist Band 7 Job Description Payments Service Centre Specialist Band 7 Post: Payments Service Centre Specialist Band: 7 Location: Braid Valley Hospital Site, Ballymena (although this may initially be based in Belfast)

More information

Current Vacancies. UK & South Africa. This document contains both Permanent & Contract roles.

Current Vacancies. UK & South Africa. This document contains both Permanent & Contract roles. Current Vacancies UK & South Africa This document contains both Permanent & Contract roles. To apply for any of the roles please email your CV and covering letter: Email: resourcing@ecs.co.uk Or call our

More information

Ambulance Victoria. Position Description

Ambulance Victoria. Position Description Position Description Position Title: HRIS Specialist Reports To: HR Information & Services Team Leader Division: People & Community Department: People & Workforce Strategy Direct Reports: Nil Employment

More information

ROLE PROFILE. Performance Consultant (Fixed Term) Assistant Director for Human Resources

ROLE PROFILE. Performance Consultant (Fixed Term) Assistant Director for Human Resources ROLE PROFILE Job Title Reports to Service area No. of staff responsible for Budget responsibility ( ) Performance Consultant (Fixed Term) Assistant Director for Human Resources HR 0 None Purpose of Job

More information

Ambulance Victoria Position Description

Ambulance Victoria Position Description Ambulance Victoria Position Description Position Title: Claims Management Coordinator Reports To: Injury & Claims Management Team Leader Division: People & Community Department: Health, Safety & Wellbeing

More information

Oracle Fixed Scope Services Definitions Effective Date: October 14, 2011

Oracle Fixed Scope Services Definitions Effective Date: October 14, 2011 Oracle Fixed Scope Services Definitions Effective Date: October 14, 2011 "You" and "your" refers to the individual or entity that has ordered Advanced Customer Services from Oracle or an authorized distributor.

More information

Auxilion Service Desk as a Service. Service Desk as a Service. Date January 2015. www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1

Auxilion Service Desk as a Service. Service Desk as a Service. Date January 2015. www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1 Title Service Desk as a Service Date January 2015 www.auxilion.com Commercial in Confidence Auxilion 2015 Page 1 1. Disclaimer All information contained in this document is provided in confidence to the

More information

Incident Reporting & Management

Incident Reporting & Management Rivo Software Solution Layer allows you to report and manage incidents such as injuries, accidents and theft. With powerful capabilities including analytical trending you can make better decisions to reduce

More information

Oracle Technical Cloud Consulting Services Descriptions. July 23, 2015

Oracle Technical Cloud Consulting Services Descriptions. July 23, 2015 Oracle Technical Cloud Consulting Services Descriptions July 23, 2015 Oracle Database Cloud Service Rapid Start Service Part # B83896 (For use in the US only) Description of Services Oracle will provide

More information

Exhibit A Subscription Services

Exhibit A Subscription Services Exhibit A Subscription Services 1. Mirantis Subscription Services. Mirantis Subscription Services includes Mirantis OpenStack Support for Mirantis OpenStack Software and Open Source Components in consideration

More information