Technical Applications Consultant version 20 Dec 2011.doc

Transcription

1 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. We will deliver increasing value to our customers through: Lower cost Standardized system and processes Reducing variation or rework Quality and innovation To be the first choice shared service provider in New Zealand. Partnership Developing lasting partnerships through collaboration, working to a common goal, facilitating joint solutions within our means, recognising and celebrating success, open communication to share knowledge and information. Respect for people We respect others by; developing trust by being open and honest, listening to and understanding others views, valuing everyone s contribution, celebrating diversity and have fun and enjoy what we do as a team. Integrity We show integrity by; leading by example, open, fair, honest and transparent in everything we do, courage to speak up and challenge when things don t seem right, act ethically and professionally at all times, can do, will deliver our promises, obligations and commitments. Delivering Results We deliver results by; delivering exceptional results through high performance teams, enhance the customer experience, continually improve and add value, being action orientated, responsible and accountable, providing consistent and reliable services. Energised by Innovation We are energised by innovation when we; encourage forward thinking ideas and challenge status quo, measure our performance and see it as an opportunity to learn and grow, creating positive change by developing smarter ways to work, empowering people to maximise potential. Our principles define the expected behaviour of all staff and guide us on the behaviours that are important to us as an organisation. They underpin the way we do things at healthalliance, defining how we strive to move towards our vision.

2 This position description provides an indicative outline of the purpose and key responsibilities and tasks of the role. Title and Reporting Relationships Position title: Technical Applications Consultant Location: healthalliance sites Purpose of the Role To provide 2 nd / 3 rd level technical application support for the users of clinical and business systems. The position provides design, installation, technical configuration and support services for the applications managed by healthalliance and used by the DHB users. It also includes support of the middleware integration layer that supports interoperability between the key hospital systems. The position will have a close working relationship with the ICT, DBA, Development and System Support Teams and close interaction with the vendors that supply / support the applications. The role also contributes to the ongoing improvement of the systems by recommending and implementing architectural and infrastructure changes to resolve issues, enhance performance and/or increase resilience The role is required to be On Call for After Hours Support as part of a rotational roster Personnel Dimensions (Employees reporting to this position directly and indirectly) Number of Staff: N /A Through subordinates: Total: 0 Key Relationships People and organisations both inside and outside of the company that this position would be required to manage relationships with. Internal Stakeholders ha IS Management Team ha IS Project, Service Delivery, Enterprise Architecture, Application Services and ICT teams Position in Organisation External Stakeholders Super Users and Customer User Groups DHB embedded Functional Support, IS and Information Management Staff Suppliers & Contracted Personnel General ha IS responsibilities Key Responsibilities and Tasks Expected Outcomes

3 Relationship Management Develop and maintain effective relationships with customers, colleagues, suppliers and other stakeholders to foster and encourage collaboration. Customer and stakeholder expectations are managed in line with the organisation s capability to deliver. Positive feedback from customers, stakeholders and colleagues recognising effectiveness and contribution. The role and its customers understand each other s objectives and pro-actively seek each other s advice through regular and effective engagement. Specific Technical Application Consultant responsibilities Key Responsibilities and Tasks Expected Outcomes Support - General In conjunction with the system support teams, manage the Application and Middleware environments to provide system availability and performance within agreed SLA metrics Provide 2nd / 3rd level Incident, Problem and Root Cause analysis within agreed Service Level Agreements Respond to assigned service desk incidents and requests and monitoring alerts within agreed Service Levels Liaison with system suppliers for external support Regularly update users and other support teams regarding current issues and requests Support SLAs are met or exceeded Positive feedback from customers and colleagues regarding communication and management of support issues Root cause is identified and resolved for system problems Technical support responsibilities are agreed with the application support teams

4 Key Responsibilities and Tasks Expected Outcomes Technical Support Contribute to the application design for new and enhanced systems projects As required for projects, install and configure Application Middleware / Web Applications, including Releases / Configurations and software developed by the Development team through the environments including: Development, Acceptance, Production, Disaster Recovery and Training Carry out Technical testing for software released into all environments Confirm issues raised in Acceptance environment and raise as defects to the Testing team Assist with providing availability and capacity management with regards to the Application and Middleware environment Suggest and implement appropriate security management and monitoring tools and processes in conjunction with ICT Team Positive feedback from key customers Key technical risks are highlighted and plans in place to mitigate Project timelines are met Unplanned outages meet or exceed KPI targets

5 General Technical Application Support responsibilities Key Responsibilities and Tasks Expected Outcomes Documentation Develop and maintain documentation for the technical application environments including strategy, design, standards, process and specifications for release management, operational status management and recovery management. Operational Management Assist in implementing new infrastructure components or versions of components and in ensuring that they do not adversely affect the stability and performance of operational applications. Document, test and implement Disaster Recovery procedures / strategies for the Applications and Middleware. Manage the operational status of existing applications in the production environment by pro-active monitoring the performance of applications by carrying out all necessary tuning and technical administration tasks to reduce reactive incidents Maintain currency of the applications by ensuring service packs and upgrades are applied on a regular schedule Adhere to ITIL practices implemented and participate in the process to review and improve the practices Documentation is completed in agreed format and is up to date Preventable system incidents are avoided Disaster Recovery plans are in place and tested Application versions are current and supported by the vendors ITIL processes are adhered to

6 Relationship Management Foster and maintain close working relationships with ICT Team, Internal IS groups and vendors / suppliers Liaise closely with user community with regard to application / system performance. Professional Development Keep up to date with new market and technical developments to contribute to the strategy and support of the platforms. Provide training and mentoring to other Technical Application Support team members and within the Infrastructure team Positive relationships are built and maintained. Knowledge of trends and new technologies is current General Other duties as required by the Manager or as a result of changing circumstances, that contribute to achieving the purpose of the role. Qualification, Experience and Training Requirements What is the typical background required to competently perform the responsibilities of the job? Essential is the minimum acceptable level for entry. Preferred indicates the desirable level, but may also expand on the nature, eg: industry related, level of previous supervisory experience Essential Tertiary qualification in Information Technology or equivalent experience Vendor specific qualification i.e. MCP Windows Server 5+ years experience in supporting and implementing vendor supplied custom written applications into a large corporate environment. 3+ years experience in 1 st / 2 nd Preferred Vendor specific qualification i.e. MSCE Scripting, development or database administration experience

7 support role Understanding of ITIL processes Excellent knowledge of IT infrastructure technologies Analytical and problem solving ability Competencies for the role Innovation Is good at bringing the creative ideas of others to market; has good Management judgement about which creative ideas and suggestions works; has a sense about managing the creative process of others; can facilitate effective brainstorming; can projects how potential ideas may play out in the marketplace. Planning Process Management Total Quality Management Conflict Management Drive for Results Interpersonal Savvy Accurately scopes out length and difficulty of tasks and projects; sets objectives and goals; breaks down work into the process steps; develops schedules and task/people assignments; anticipates and adjusts for problems and roadblocks; measures performance against goals; evaluate results. Good at figuring out the processes necessary to get things done; knows how to organise people and activities; understands how to separate and combine tasks into efficient work flow; knows what to measure and how to measure it; can see opportunities for synergy and integration where others can t; can simplify complex processes; gets more out of fewer resources. Is dedicated to providing organization or enterprise wide common systems for designing and measuring work processes; seeks to reduce variances in organization processes; deliver the highest quality products and services which meet the needs and requirements of internal and external customers; is committed to continuous improvement through empowerment and management of data; leverages technology to positively impact quality; is willing to reengineer processes from scratch; is open to suggestions and experimentation; creates a learning environment leading to the most efficient and effective work processes. Steps up to conflicts, seeing them as opportunities; reads situation quickly; good at focussed listening; can hammer out tough agreements and settle disputes equitably; can find common grounds and get cooperation with minimum noise. Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results. Relates well to all kinds of people-up, down, and sideways, inside and outside the organization; builds appropriate rapport; build constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.

8 Customer Focus Integrity and Trust Is dedicated to meeting the expectations and requirements of internal and external customers; get first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gain their trust and respect. Is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn t misrepresent him/herself for personal gains. POSITION SPECIFIC POSITION RELATED COMPETENCIES Indicates the specialist skills and behaviour required for the role Good written and verbal communication skills Good interpersonal, negotiation and relationship management skills Excellent demonstrable technical skills Good demonstrable understanding of relevant business processes Has an ability to communicate effectively both written and verbally. Is aware of the need and importance of effective communication styles Is adapt at building strong trusting relationships and takes into account views of others in arriving at decisions Understands the technology platforms in detail and understands the impact of technology issues. Is able to discuss business issues in terms that are familiar to the business. Understands the business impact of system issues Note: The position description needs to be reviewed by both parties annually. Signed as current and agreed: Manager Employee