Using the ITIL v3 lifecycle to improve existing and new IT service activities. The ability to understand the elements of the ITIL framework theory

Transcription

1 Job Description Job title: IT Service Management Coordinator Job family: IT Salary Grade: D2 Actual Salary: 24,661 Hours: 35 per week Main purpose of job: To provide continual improvement of IT services to the business by delivering IT related projects and services as part of the IT team. Using the ITIL v3 lifecycle to improve existing and new IT service activities. The ability to understand the elements of the ITIL framework theory Supporting the delivery of IT tasks contained within PRINCE 2 lite project process interfacing with outsourcing partners, vendors, suppliers, the central IT team and the business ensuring successful project delivery. Position in the organisation: The IT Service Management Coordinator will be a member of the Corporate Resources directorate and work in the IT team. The post will report directly to the IT Service Manager. IT Volunteer

2 Scope of job: Alzheimer's Society champions the rights of people living with dementia and the millions of people who care for them. We are the leading support and research charity for people with dementia, their families and carers, with over 2000 employees and over 7000 volunteers across England, Wales and Northern Ireland. Alzheimer s Society provides over 2,000 services across England, Wales and Northern Ireland. We provide information, education, support and care to help people live their lives to the full. We spent nearly 58 million on charitable activities in 2012/13, almost 80 per cent of which continued to be on providing care services and direct services to people with dementia and those who care for them. We also spent 5.8 million on research into the causes and treatment of dementia. This role in working for the Society will be: To help in the delivery of the IT strategic plan Assisting and supporting relationships between IT vendors\it suppliers Supporting the delivery of IT Projects to the business Ensuring IT standards and IT best practices are followed Maintaining excellent IT customer service ethos at all times and being the first point of contact to the IT Service Management team Dimensions and limits of authority: Supporting the delivery of IT Service Management activities as part of the IT strategic plan Offering support for IT service problems, contributing to the satisfactory solution to user satisfaction Responsible for the delivery of IT service improvement activities No management responsibility for IT employees or IT budget but will be expected to support IT volunteers or IT apprentices

3 Key duties and responsibilities: Administrative support to the IT Service Management Team: Providing IT Administrative support to the IT Service Management function. Setting up, attending and contributing to IT meetings, IT service review meetings, IT change advisory and IT project board and related IT meetings with a view to supporting improved IT services to the business. To take minutes and keep records of meetings. Approving IT Equipment, IT Purchasing, IT Support Tickets and other IT authorisation queues. Resolving IT customer queries to high standards and successful conclusion Ensuring the Major IT Incident process provides swift progress in liaison with key IT staff, IT infrastructure vendors and IT suppliers. Providing clear and concise communications to the business on IT. IT Development and Project Work: Contributing to IT projects by working with IT staff, infrastructure vendors and suppliers. Writing IT documentation and maintaining IT knowledge database systems Understanding of the ITIL Lifecycle to foundation level to provide input towards assisting with the maturity of the IT service management function. Assisting with testing of IT systems towards identifying faults and usability improvements or testing upon implementation of change. Working with business stakeholders both internal\external, IT departments and IT vendors. Working on refining IT customer service focused solutions in response to business needs

4 Additional responsibilities 1. To adhere to all the Society s service standards, policies and procedures. 2. To comply with the data protection regulations, ensuring that information on clients remains confidential. 3. To be responsible for personal learning and development, to support the learning and development of others and the whole organisation within limits of authority. 4. To assist in working collaboratively with all Directorates of the Society sharing responsibility for the achievement of jointly agreed objectives. 5. To work in a manner that facilitates inclusion, particularly of people with dementia. 6. To implement the Society s health and safety policy and procedures, ensuring that all practices and procedures are undertaken in accordance with a healthy and safe working environment and that all staff and volunteers for whom you may be responsible are aware of their responsibilities in respect of their role, monitoring data and recommending action as required. 7. To administrate and organise own work to ensure that it is accurate and meets quality targets, reasonable deadlines and reporting requirements. 8. To follow the Society s management information guidelines and requirements, including ensuring appropriate monthly measures on service usage levels are collected and submitted on the services database or other systems in accordance with deadlines. 9. Where appropriate, to assist in the recruitment, induction and support of volunteers and apprentices. 10. To undertake any other tasks, duties or projects which may arise from time to time which are commensurate with the general level of this post and as directed by the designated line manager. This job description is not exhaustive and serves only to highlight the main requirements of the post holder. The line manager may stipulate other reasonable requirements. The job description will be reviewed regularly and will be subject to change.

5 Person specification IT Service Management Coordinator All of the following requirements are essential, unless marked with a * when they are desirable, and will be assessed from a combination of information provided from the application form, extended interview process, panel interview and references: Education and qualifications Application Interview GCSE level or equivalent ITIL Foundation V3 qualified Skills and experience Application Interview Customer facing experience of working directly with business units and IT staff, vendors and suppliers. Good ITIL knowledge and ability to assist in applying and developing ITIL processes in a medium sized IT department. Experience of working on Projects and assisting in tasks contributing to procedures and methodologies like PRINCE 2. Knowledge of an IT department in an outsourced environment. Experience of assisting with the management of vendors, establishing relationships and proactively working to resolve problems. Experience of assisting the reviewing, improving and developing IT Request processes. Strong oral and written skills with ability to clearly communicate. Strong numeric skills and familiarity with statistics and data interpretation. Ability to work under pressure and to tight deadlines. Excellent work ethic and drive for excellence.

6 Personal attributes / qualities Application Interview Strong interpersonal skills able to communicate at all levels of an organisation Good time keeping Able to work with minimal supervision Proactive tenacious approach to problem solving Ambitious, innovative, self-motivated and target driven. Ability to travel throughout the UK with occasional overnight stays.