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