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

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1 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: IT Administration - Discipline: Computer Systems Administration Main Purpose of Role Working as part of a small team of Oracle DBAs/Applications Support Analysts, provide expert technical knowledge in the support of all Databases and software applications across the Hyde landscape. Outputs and Accountabilities Provide expert application support knowledge in at least four of the following; and backup support knowledge in the rest of the following applications: Iworld and associated interfaces Keystone and associated interfaces Pamwin Brixx Serengeti Asset 4000 Sunguard HR Applications

2 Hyde Intranet Umbraco/Edeptive Web Technologies IIS/Apache/Tomcat Hyde Websites PFI Website Microsoft Windows 8 CRM Microsoft Dynamics MS Sql Server 2008/2012 Windows Server 2008/2012 Minor desktop applications Opti-Time GCERT Sharepoint Maintain expert knowledge of supported applications and keep up to date with new releases and underlying operating system and third party software dependencies Work with Service Desk staff and internal users, providing expert application advice and guidance to ensure that issues are dealt with effectively and within SLA. Escalate and liaise with 2 nd and 3 rd line support colleagues as necessary to ensure that customers expectations are met. Comply with The Hyde Group s change management procedures to ensure that all changes to production systems such as patches or configuration changes have the correct and appropriate approvals. Liaise with software vendors and authors to ensure that support issues are managed according to internal and external service level agreements. Work as part of project teams to ensure that all changes to the groups software portfolio can be supported in production. Interact and maintain good working relationships with internal teams and external 3 rd party vendors to troubleshoot and resolve complex problems. Provide assistance as required with testing and deployment of application/software changes/releases through the formal change management processes. Ensure applications/software environments are fully maintained with appropriately supported updates, patches and/or service packs in line with corporate system maintenance policies. Participate in the process of integrating and releasing new applications/software functionality into business-as-usual environment, ensuring all service acceptance and operational

3 deliverables have been successfully developed and agreed prior to handover. Liaise with software vendors and authors to ensure that support issues are managed according to internal and external service level agreements. Examine potential areas for Service Improvements and raise proposals with the Applications Lead Analyst and Applications Support Manager. Assist as a lead technical resource for internal projects where required. Share/spread knowledge with team members as well as internal teams (i.e. service-desk, 2 nd line). Undertake ownership of problems, achieving high levels of user satisfaction. Ensure completeness of root cause for major/critical incidents, and where possible resolve or provide workarounds, suggestions and improvements to mitigate future incidents. Assist with the development and implementation of business continuity and service recovery plans and activities.

4 Expected Competencies for Applications Support Analyst Is self-motivated LEADERSHIP Talks positively about the organisation Is approachable and consistent in all their interactions Role models appropriate behaviours; is open, honest and respectful to key staff and key stakeholders Provides advice regarding standard issues/problems within their given BUSINESS ORIENTATION area and with limited supervision AND STRATEGIC THINKING Identifies the reputational and regulatory risks that link to their work area Manages small scale budgets for individual projects within their immediate work area Focuses delivery on immediate operational priorities Identifies areas of non-compliance and escalates issues where necessary Understands relationships between work processes and the organisation and their impact Shares relevant knowledge gained from networking / research Seizes opportunities to interact with, and build/maintain relationships CUSTOMER FOCUS with internal/external customers (INTERNAL AND Is responsive to all requests from internal and/or external customers; EXTERNAL) resolves non-standard requests and investigates with assistance from others as needed Consistently delivers a good quality service, ensuring that services address customer needs; escalates issues where required Seeks and gains feedback from customers where possible Proactively seeks and finds new ways to involve customers in projects CHANGE MANAGEMENT Quickly adapts their approach to changing circumstances Inputs to change by helping to shape the way it is implemented and giving feedback on how change might work or not work in practice Recognises and advocates the potential benefits of change Suggests changes and improvements to project delivery Supports the implementation of change effectively TECHNICAL EXPERTISE Looks for opportunities to add depth and breadth to their technical knowledge Acts as a technical resource for colleagues/peers Expands fundamental knowledge in own discipline and broadens skills Applies knowledge and skills to a variety of standard activities DELIVERY FOCUS Plans appropriately to meet timeframes and deadlines for own work, as set or guided by others. Takes ownership and accountability for their individual objectives; delivers on expectations and commitments as requested and appropriate Looks to make things happen; not easily offset by obstacles Sees own work through to completion Steps outside the mandatory requirements of role and participates in cross-functional projects in own field of expertise and/or leads local improvement projects PROBLEM SOLVING Solves standard and non-standard problems, choosing from a range of standard or routine methods/processes Recognises and gathers important information using appropriate resources Finds creative ways to deliver outcomes; considering logical and practical decisions/solutions based on expertise, knowledge and analysis Makes progress; seeking information / escalating issues for decision

5 COMMUNICATION, NEGOTIATING, INFLUENCING PERFORMANCE MANAGEMENT AND COACHING Listens actively, explains information effectively to others and checks for understanding when communicating Conveys key messages; describing processes clearly and effectively Prepares and provides accurate and timely written and verbal communication Credible and confident in own specialist field or operational area; persuading others towards an idea or course of action Adapts style of communication accordingly to convey technical concepts, analysis or conclusions to a non-technical audience or individuals from other disciplines Acts as a team member by sharing and gaining information from others to improve delivery/performance e.g. via team meetings Understands what is required of self; supports other members of the team to deliver Has ongoing dialogue with peer team members to develop a sense of team and consensus Is receptive to feedback and applies learning from it

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