Role Profile Senior Application Support Analyst, ICT ICT & Business Services
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- Bernadette Bradley
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1 Role Profile Senior Application Support Analyst, ICT ICT & Business Services ROLE SUMMARY Reporting to the Application Support Manager, the Senior Application Support Analyst within the Applications Support team will be responsible for IT application development and providing operational and technical support to HPRA staff and relevant HPRA stakeholders and users. This also includes interaction with external suppliers of technology. The Senior Application Support Analyst within the Application Support team will participate in ensuring that all applications used by HPRA staff and or stakeholders operate effectively. This role will include planning, system design, development and implementation of new technology solutions. Effective communication with the business users is a key component in this role. Roles at this level require strong technical skills, excellent problem solving and people skills. The appointee will be required to manage complex issues to satisfactory conclusion and will be required to deal confidently and respectfully with both the user and vendor community. KEY RESPONSIBILITIES - Strategic Objectives o Supporting the Application Support Manager in the management and ongoing development of the team and the ICT & Business Services department o Contributing to the development of best practice processes and frameworks for the area and ensuring systems, services and processes are properly documented o Supporting the IT function in delivering on the HPRA s ICT Strategy o Identify potential technological improvements or services aimed at delivering new or improved organisational services o Exploring the potential benefits of new or innovative technologies for the HPRA - Operational Objectives o Development of software and support of existing applications o Providing advice and input into the development of new or improved solutions o Installation and configuration of bespoke and third party software o Resolving problems relating to software usage or development, as appropriate o Identifying, analyzing, resolving and managing ICT issues to resolution o Managing software upgrades and deployments in collaboration with IT management and business users o Development of reports and other required management information for business areas o Monitoring systems capacity and pre-empting potential capacity issues o Working closely with the Application Support Manager to ensure that deployed applications and software operate at an optimal level
2 o Mentoring, coordinating and providing training to other members of the ICT team as needed o Guiding and training staff in resolving problems and responding to queries o Coordinating activities of external contractors o Dealing with escalated software problems and requests and developing a customer service culture within the ICT function o Recommending improvements to support improved customer experience o Communicating effectively with users and ICT team members o Monthly reporting on performance and identification of areas requiring remedial action o Providing within-hours cover (but outside of core hours) for key applications/technologies on a rostered basis o Providing out-of-hours cover for key applications/technologies for urgent issues or preagreed maintenance windows o Assisting the relevant manager in planning for the roll-out of new projects o Assisting in the implementation of designated ITIL standards, policies and procedures within the team o Liaising with the wider ICT team to identify implications of infrastructure and software changes on systems delivery o Maintaining inventory of all software, releases and upgrades o Monitoring and reporting on compliance with contract terms and conditions o Ensuring all non-standard system changes follow the IT Change Control Process, changes are correctly logged with sufficient information, change detail, testing and backup plans etc. Ensuring the log is updated regularly as to reflect the appropriate status of the change o Providing clear, accurate, concise ticket handling and clear communication via telephone and with stakeholders o Setting appropriate expectations with stakeholders and ensures stakeholders are fully aware of the status of their request and that the stakeholder understands associated action plans or next steps o Ensuring proactive ticket ownership and closes service desk tickets within SLA. Ensures correct escalation and drive for resolution o Engaging with appropriate resources to escalate issues/problems when required (Manager, Senior Staff Member, Vendor) in a timely manner in order to expedite resolution o Providing effective handover of cases/project activates prior to going on leave or training - Communication/Customer Services o Attend and contribute to Departmental and organisational meetings as appropriate o Liaising with other members of the ICT & Business Services department and other HPRA Departments as necessary o Weekly reporting on performance and identification of areas requiring remedial action o Liaising with the wider ICT team & HPRA to identify implications of application changes on systems delivery o Making presentations to the user community (internal & external) on relevant ICT issues, as required o Representing the organisation at designated internal and external meetings e.g. EMA technical implementation groups as required - Performance Management o Participating in the performance development programme (PDP) August
3 o Supporting the Application Support Manager in ensuring that planning processes are continuously reviewed and amended as required to optimize the performance of the team o Work with the Application Support Manager to achieve performance targets for the team o Report regularly on progress against specified goals/targets and objectives to the Application Support Manager o Ensure that issues impacting performance are identified early to the Application Support Manager - Team Development o Supporting ICT colleagues through knowledge sharing and mentoring o Maintaining currency of ICT skills through research and further training - Quality & Knowledge Management o Work with colleagues in ensuring effective implementation of HPRA Quality Management system within the Applications Support team o Participate in audits of the ICT and Business Services department, including identification and implementation of any required corrective actions o Work with colleagues in the Department in updating QMS documentation - General o Performing such other duties as the HPRA may reasonably require QUALIFICATIONS AND EXPERIENCE - To be considered for this post, candidates must have: o Strong technical design and development skills with a solid understanding of Object Oriented design principles o SOLID design pattern experience o Business Intelligence understanding o Strong practical experience with the following specific technologies: o C# o ASP.NET MVC o Entity Framework,.Net Framework 3.5+ o Strong SQL Server, SSRS & SSIS experience o HTML/Javascript/CSS o Visual Studio o TFS o At least 2 years development experience in Microsoft and.net based applications development o Demonstrated problem solving skills o Practical experience through all phases of SDLC, and familiarity with continuous integration and test automation tools o Ability to work intuitively, alone or as part of a team o Good client/customer awareness o Strong organisational skills and ability to prioritize, plan and multitask work assignments o A positive attitude and ability to interact with all levels of the organization. o Demonstrated willingness to develop ICT skills and knowledge August
4 o Project ownership and ability to work within deadlines / timelines o Ability to provide support to technical and non-technical staff o Good communication, report writing and interpersonal skills - In addition to this the ideal candidate will also have experience in the following areas; o Working towards or achieved a third level qualification in Computer Science / Engineering or comparable ICT qualification/accreditation o Excellent working knowledge of releases, implementation & support o Strong practical experience with the following specific technologies: o Biztalk o Sharepoint 2013 o Excellent communication skills both written and verbal (including fluent English) o Substantial background in specifying, designing and/or developing new applications or enhancing existing applications REMUNERATION Salary: 44,849 per annum (*new entrants - incremental scale). SUPERANNUATION The new Single Public Service Pension Scheme ( Single Scheme ) commenced with effect from 1 January All new entrants to pensionable public service employment on or after 1 January 2013 are, in general, members of the Single Scheme. HOURS OF DUTY The hours of duty are fixed by the HPRA from time to time. The current arrangements are Monday- Friday (minimum 37 hours). Appointees are eligible to participate in the flexitime arrangements after a period of six months. DURATION OF POST This is a two year contract post. ANNUAL LEAVE Annual leave (exclusive of usual public holidays) is 23 days per annum. DUTIES OF POST The duties set out in the role profile (above) are indicative of responsibilities related to this role. As with all posts, the nature of HPRA business is evolving and flexibility is required in order to adapt to changing business needs. August
5 CONFIDENTIALITY AND CONFLICT OF INTEREST Employees are prohibited from having any personal or financial interest in any industry that the HPRA regulates from the date of appointment with the HPRA. The HPRA deals with highly confidential matters including identifiable details pertaining to healthcare professionals, patients and commercially sensitive information. Employees are prohibited from disclosing any information in relation to the business of any person obtained in his/her capacity as an officer of the HPRA. VOLUNTARY HEALTH INSURANCE SCHEME A group scheme operates for those wishing to participate and contributions are deducted from salary. REFERENCES The names and addresses of two referees to whom the applicant is well known but not related must be submitted with the application. Reference may be made to current and former employers without further notification of the applicant. Applicants having any reservations on this matter should so state at time of application. CLOSING DATE The closing date for applications for this post is 13 th September INTERVIEWS Applicants attending for interview may be required to complete a practical test details will be notified to applicants who are shortlisted. It is anticipated that interviews for this post will take place on the week beginning 21 st September Note: The HPRA is not in a position to reimburse expenses incurred by candidates attending for interview. COLLECTIVE AGREEMENT: REDUNDANCY PAYMENTS TO PUBLIC SERVANTS The Department of Public Expenditure and Reform introduced, with effect from 1st June 2012, a Collective Agreement which had been reached between the Department of Public Expenditure and Reform and the Public Services Committee of the ICTU in relation to ex-gratia Redundancy Payments to Public Servants. It is a condition of the Collective Agreement that persons availing of the agreement will not be eligible for re-employment in the public service by any public service body (as defined by the Financial Emergency Measures in the Public Interest Acts ) for a period of 2 years from termination of the employment. Thereafter the consent of the Minister August
6 for Public Expenditure and Reform will be required prior to re-employment. People who availed of this scheme and who may be successful in this competition will have to prove their eligibility (expiry of period of non-eligibility) and the Minister s consent will have to be secured prior to employment by any public service body. DECLARATION Applicants will be required to declare whether they have previously availed of a public service scheme of incentivised early retirement and/or the collective agreement outlined above. Applicants will also be required to declare any entitlements to a Public Service pension benefit (in payment or preserved) from any other Public Service employment and/or where they have received a payment-in-lieu in respect of service in any Public Service employment. * Candidates should note that entry will be at the minimum of the scale and the rate of remuneration may be adjusted from time to time in line with Government pay policy. August 2015 August
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