inspiring success Common ICT Job Profiles & Indicators of Skills Mobility ICT Skills White Paper 30 December 2013
About ACS ACS exists to advance professional excellence in information and communications technology (ICT). Over 22,000 ACS members work in business, education, government and the community. The ACS is passionate about the ICT profession being recognised as a driver of productivity and innovation, and business able to deliver real, tangible outcomes. This publication contains information from the Skills Framework for the Information Age with the permission of SFIA Foundation. ACS has been a leader in the adoption of SFIA in Australia, first becoming a licenced SFIA partner in October 2009, and subsequently an accredited training provider. All ACS Continuing Professional Development (CPD) is aligned to SFIA to support members in developing and managing their own skills profiles. ACS has a number of accredited SFIA consultants on staff who can help organisations analyse workforce capabilities and identify gaps in their skill base. Limitations of Liability This white paper has been compiled using data which to the best of the Australian Computer Society s knowledge was accurate at the time of publication. The Australian Computer Society gives no warranty as to the accuracy of the information contained within the document. Information is intended as a guide only. The Australian Computer Society will not be liable to any person or organisation as a result of any actual or perceived inaccuracy contained in the document, nor in the subsequent use or application of information contained with the report. Australian Computer Society Inc. ARBN 160 325 931 National Secretariat Level 11, 50 Carrington Street, Sydney NSW 2000 PO Box Q534, Queen Victoria Building, Sydney NSW 1230 T +61 2 9299 3666 F +61 2 9299 3997 info@acs.org.au www.acs.org.au 2013 Australian Computer Society Data in this publication, and this publication itself, are copyright. Other than for the purposes of and subject to the conditions prescribed under the Copyright Act, no part of it may be in any form or by any means (electronic, mechanical, micro-copying, photocopying, recording or otherwise) be reproduced, stored in a retrieval system or transmitted without prior written permission.
Contents Introduction...1 Key Findings...2 Methodology...6 : Common ICT Job Profiles...7 Chief Information Officer...7 General Manager...8 Academic...9 /7: Common ICT Job Profile...10 Business Development Manager...10 : Common ICT Job Profiles...11 ICT Manager...11 Account Manager...12 /6: Common ICT Job Profile...13 Project Manager...13 : Common ICT Job Profiles...14 Business Analyst...14 Computer Network Systems Engineer...15 ICT Architect...16 ICT Consultant...17 ICT Security Specialist...18 Software & Apps Programmer...19 Software Engineer...20 Systems Administrator...21 Systems Analyst...22 : Common ICT Job Profiles...23 Analyst Programmer...23 Database Administrator...24 ICT Support Engineer...25 ICT Systems Test Engineer...26 Network Administrator...27 /4: Common ICT Job Profile...28 Web Developer...28 : Common ICT Job Profiles...29 Developer Programmer...29 ICT Support Technician...30 ICT Customer Support Officer...31 Workforce Planning Solutions...32
Introduction The Australian Computer Society has been conducting annual employment surveys since 1993. For the first time, the 2013 survey contained a dedicated skills section. Respondents were asked to nominate the top four skills they use in their current role using skills defined in the Skills Framework for the Information Age (SFIA). There were over 5,000 respondents to the 2013 survey. The results of the survey provide a clear understanding of skills mobility both horizontally across ICT job roles of similar skill levels, and vertically. This white paper identifies the skills profiles for twenty five common ICT job roles. These job roles represent the collective returns of 3,629 survey participants. For an individual, the skills profiles provide an invaluable resource in support of career planning. The data provides an insight into market demand for specific skills, and identifies skill sets that afford greatest mobility in the ICT employment market. For an organisation, the skills profiles provide invaluable benchmarking data to compare the skills profile of your workforce with that of the broader ICT sector. Such analysis supports human capital strategic planning by informing areas to target in both recruitment plans and workforce development plans. About SFIA The Skills Framework for the Information Age (SFIA) is an open source, two dimensional skills matrix developed in 1998 by the SFIA Foundation. The framework is now in its fifth iteration (version 5), and is in use in over 100 countries, thereby providing the most commonly used ICT skills definition framework in the world. In an environment of rapid technological change, the critical challenge for business is one of attracting, retaining and mobilising talent. Through the provision of a consistent definition of ICT skills, SFIA provides diagnostic capabilities that: a) empower human capital strategic planning b) facilitate rapid deployment of skills within organisations to where they are needed most c) inform future workforce development plans d) enable a focused professional development spend, maximising your return on investment. Functional outputs from the use of a consistent definition of ICT skills include: Consistent job descriptions providing clarity of expectation Consistent remuneration and benefits Enhanced alignment of skills (via people) to job roles Greater fit matching people to specific job roles, and Optimal project capability via people and job roles being assigned to new work teams. Using SFIA to define workforce skills in your business leads to major gains in agility and overall business efficiency. 1
Key Findings The key finding from survey respondents is SFIA job size alignment for twenty five common ICT jobs. 3,629 survey respondents provide a data set that is unique and robust. Table One: SFIA Job Size Alignment identifies the dominant SFIA classification by job role as shaded in grey. Table One: SFIA Job Size Alignment SFIA Job Classification Job Role 430 ICT Consultant 8.35% 14.80% 27.92% 24.34% 24.59% 428 ICT Manager 1.42% 6.37% 27.83% 42.92% 21.46% 339 Software Engineer 18.30% 29.40% 40.50% 10.30% 1.60% 296 Database Administrator 18.60% 37.30% 30.50% 13.60% 0.00% 251 Project Manager 2.85% 9.35% 37.80% 37.80% 12.19% 214 Business Analyst 20.00% 25.37% 33.66% 16.59% 4.39% 199 ICT Architect 4.59% 13.78% 37.76% 32.65% 11.22% 149 Systems Administrator 15.20% 31.70% 39.30% 11.70% 2.10% 149 Analyst Programmer 21.40% 33.10% 30.30% 9.70% 5.50% 127 Developer Programmer 39.52% 32.26% 17.74% 5.65% 4.84% 126 Systems Analyst 20.30% 25.40% 33.10% 15.30% 5.90% 120 General Manager 2.6% 1.7% 1.7% 18.8% 75.2% 110 Computer Network Systems Engineer 13.89% 23.15% 33.33% 22.22% 7.41% 105 Academic 15.5% 16.7% 22.6% 19.0% 26.2% 100 Chief Information Officer 3.1% 0.0% 1.0% 16.5% 79.4% 79 ICT Support Technician 44.20% 32.50% 19.50% 2.60% 1.20% 75 Software & Apps Programmer 25.00% 29.20% 33.30% 5.60% 7.00% 61 ICT Security Specialist 18.60% 13.60% 28.80% 18.60% 20.40% 53 ICT Support Engineer 28.30% 35.80% 22.60% 5.70% 7.50% 44 Web Developer 33.33% 33.33% 21.40% 7.10% 4.80% 42 ICT Systems Test Engineer 13.20% 34.20% 31.60% 15.80% 5.30% 41 ICT Customer Support Officer 43.60% 33.30% 7.70% 12.80% 2.60% 34 Network Administrator 20.00% 33.30% 26.70% 16.70% 3.30% 32 Business Development Manager 3.33% 3.33% 26.67% 33.33% 33.33% 25 Account Manager 4.00% 24.00% 28.00% 36.00% 8.00% Rounding of totals vary in range up to +or 0.1 of 100% Dominant SFIA classification by job role 2
There are five additional key findings: i.) There is substantial diversity and breadth of skills identified within specific job roles; survey respondents were limited to identifying just four, yet collectively survey respondents identified a minimum skill range of 14 for Business Development Managers, and a maximum skill range of 64 skills by ICT Consultant respondents. Table 2 outlines the range of skills identified by survey respondents in the dominant SFIA job size category. Table Two: Range Of SFIA Skills Identified By Job Role Job Role SFIA Job Size Alignment SFIA Skills Reported Job Role SFIA Job Size Alignment SFIA Skills Reported Chief Information Officer 21 Software Engineer 38 General Manager 21 Systems Administrator 55 Academic 20 Systems Analyst 38 Business Development Manager /7 14 Analyst Programmer 33 ICT Manager 63 Database Administrator 26 Account Manager 21 ICT Support Engineer 26 Project Manager /6 48 ICT Systems Test Engineer 20 Business Analyst 52 Network Administrator 21 Computer Network Systems Engineer 37 Web Developer /4 22 ICT Architect 43 Developer Programmer 29 ICT Consultant 64 ICT Support Technician 27 ICT Security Specialist 61 ICT Customer Support Officer 25 Software & Apps Programmer 33 ii.) Each ICT job role has a standout primary skill. iii.) Skills with strong vertical mobility are: Systems design being identified across four SFIA levels being 3, 4, 5 and 6. IT governance and Consultancy being identified across three SFIA levels; 5, 6 and 7. Programming/software development and Testing being identified across three SFIA levels; 3, 4 and 5. iv.) Skills with strong horizontal mobility are: Systems design being identified across six job roles at ; Computer Network Systems Engineer, ICT Architect, Software & Apps Programmer, Software Engineer, Systems Administrator, Systems Analyst. Programming/software development being identified across five job roles at ; Analyst Programmer, Database Administrator, ICT Support Engineer, ICT Systems Test Engineer and Web Developer. Consultancy being identified across four job roles at ; ICT Architect, ICT Consultant, ICT Security Specialist and Systems Analyst. IT governance being identified across four job roles at ; Chief Information Officer, General Manager, Academic and Business Development Manager. Table 3 summarises skills mobility across the 25 common ICT job roles from Table one. 3
v.) Skills profiles have been developed for the 25 common ICT job roles. Each common ICT job profile is listed individually in this white paper for ease of benchmarking. Each profile identifies: the SFIA job size alignment, and SFIA descriptor for the applicable SFIA level the role s primary skill and secondary skills the sample size, and the skill range nominated by total survey respondents in that job role. Legend - Individual Job Profiles : Common ICT Job Profiles (continued) Job title The % of survey respondents against SFIA levels 3, 4, 5, 6 & 7. commonly identified by survey respondents General Manager Job Size Alignment: 6th Skill Consultancy (CNSL) IT governance (GOVN) Stakeholder relationship management (RLMT) Business process improvement (BPRE) Programme management (PGMG) Business risk management (BURM) Systems development (DLMG) Job Size Definition: Set strategy, inspire, mobilise 120 21 Number of survey respondents Job size determination based on the dominant SFIA level identified by survey respondents The range of identified by survey respondents Generic skills definition for the identified SFIA job size Has authority and responsibility for all aspects of a significant area of work, including policy formation and application. Is fully accountable for actions taken and decisions made, both by self and subordinates. Makes decisions critical to organisational success. s developments within the IT industry at the highest levels. Advances the knowledge and/or exploitation of IT within one or more organisations. Develops long-term strategic relationships with customers, partners, industry leaders and government. Leads on the formulation and implementation of strategy. Applies the highest level of management and leadership skills. Has a deep understanding of the IT industry and the implications of emerging technologies for the wider business environment. Has a full range of strategic management and leadership skills. Understands, explains and presents complex technical ideas to both technical and non-technical audiences at all levels up to the highest in a persuasive and convincing manner. Has a broad and deep IT knowledge coupled with equivalent knowledge of the activities of those businesses and other organisations that employ IT. Communicates the potential impact of emerging technologies on organisations and individuals and assesses the risks of using or not using such technologies. Assesses the impact of legislation, and actively promotes compliance. Takes the initiative to keep both own and subordinates skills up to date and to maintain an awareness of developments in IT. 8 4
Table Three: SFIA Skills Mobility Across Survey Responses Chief Information Officer General Manager Academic Business Development Manager IT governance Consultancy Consultancy IT Management IT governance Stakeholder relationship management Stakeholder relationship management Learning and development management Stakeholder relationship management Consultancy Programme management Business process improvement Skills IT Governance Consultancy 6th Skill Enterprise and business architecture development Business Process Improvement Portfolio management Programme management Project management Supplier relationship management 6th Skill Business risk management Systems development 6th Skill IT governance Information management Systems development management IT management IT governance Enterprise and business architecture development Software development process improvement Systems Design Programming/software development Testing Information management Portfolio management Service level management Supplier relationship management ICT Manager Account Manager Project Manager IT Management Account Management Project management IT governance Supplier relationship management Programme management Information Management IT governance Systems development management Project Management Consultancy IT Management Programme management Consultancy Systems design Client services management Business Analyst Computer Network Systems Engineer ICT Architect ICT Consultant ICT Security Specialist Software & Apps Programmer Software Engineer Systems Administrator Systems Analyst Business Analysis Network support Solution architecture Consultancy Information security Programming/software development Programming/software development Network support Systems design Business process improvement Network design Systems design Business process improvement Security administration Systems design Systems design Systems installation/ decommissioning Information analysis Requirements definition and management Network planning Enterprise and business architecture development Business analysis Consultancy Data analysis Database/repository design Information analysis IT management Consultancy IT governance Technical specialism Database/repository design Data analysis Project management Technical specialism Solution architecture Information assurance Software development process improvement Systems design Business analysis Technical specialism Technical specialism Systems development management Testing Data analysis Systems design 6th Skill Systems integration 6th Skill IT governance Testing IT governance System integration Release and deployment Business process improvement 6th Skill Applications support Release and deployment Consultancy Analyst Programmer Database Administrator ICT Support Engineer ICT Systems Test Engineer Network Administrator Web Developer Programming/software development Database administration Service desk and incident management Testing IT Operations Programming/software development Systems design Database/repository design Systems installation/ decommissioning Programming/software development Technical Specialism Database/repository design Data analysis Testing Programming/software development Service level management Quality Assurance Systems design Applications support Business process testing Information Security Testing Systems installation/ decommissioning Project management Technical specialism Data management Information management Network support Programming/software development 6th Skill Systems software Problem management Developer Programmer ICT Support Technician ICT Customer Support Officer Programming/software development Service desk and incident management IT Operations Testing IT Operations Systems design Network Support Network Support Database/repository design Applications support Testing Service desk and incident management Systems installation/ decommissioning Client services management 5
Methodology The following methodology was adopted to produce this white paper: were tabulated by job role across SFIA levels 3 to 7. Sample sizes of less than 25 survey respondents were excluded. Job size was determined by identifying the largest number of survey respondents by job role and then by SFIA level. These have been shaded grey in Table One: SFIA Job Size Alignment. The skills profiles documented are those from survey respondents in the dominant job size category. In three instances, survey respondents were equally divided across two SFIA levels. These roles were that of Web Developer, Project Manager, and Business Development Manager. The skills nominated from survey respondents at the higher SFIA level have been used rather than the average across the two levels. The number of skills varies considerably across SFIA levels. As such, higher percentage returns have been used for SFIA levels containing a lower number of skills, and lower percentage returns have been used for SFIA levels containing a larger number of skills. For skills to be listed in a job profile, the following minimum percentage survey returns needed to be attained: 17%+ for SFIA level 5 (where SFIA describes 93 individual skills) 17%+ for SFIA level 6 (where SFIAS describes 79 individual skills) 20%+ for SFIA level 4 (where SFIA describes 70 individual skills) 22%+ for SFIA level 3 (where SFIA describes 47 individual skills) 22%+ for SFIA level 7 (where SFIA describes 23 individual skills). Interpretative caveats: Skills capabilities are a self-assessment by survey respondents; it is recognised that individuals may underestimate or over-estimate their own individual skill levels. The awareness and understanding of will vary across survey respondents. Some ICT job roles are by nature applied more diversely than others. For example an ICT Consultant. There are large differentials in survey respondents by job role with a sample size high of 430 for ICT Consultant to 25 survey respondents for an Account Manager. 6
: Common ICT Job Profiles Chief Information Officer 100 Job Size Alignment: 6th Skill IT governance (GOVN) IT management (ITMG) Stakeholder relationship management (RLMT) Enterprise and business architecture development (STPL) Portfolio management (POMG) Supplier relationship management (SURE) 21 Job Size Definition: Set strategy, inspire, mobilise Has authority and responsibility for all aspects of a significant area of work, including policy formation and application. Is fully accountable for actions taken and decisions made, both by self and subordinates. Makes decisions critical to organisational success. s developments within the IT industry at the highest levels. Advances the knowledge and/or exploitation of IT within one or more organisations. Develops long-term strategic relationships with customers, partners, industry leaders and government. Leads on the formulation and implementation of strategy. Applies the highest level of management and leadership skills. Has a deep understanding of the IT industry and the implications of emerging technologies for the wider business environment. Has a full range of strategic management and leadership skills. Understands, explains and presents complex technical ideas to both technical and non-technical audiences at all levels up to the highest in a persuasive and convincing manner. Has a broad and deep IT knowledge coupled with equivalent knowledge of the activities of those businesses and other organisations that employ IT. Communicates the potential impact of emerging technologies on organisations and individuals and assesses the risks of using or not using such technologies. Assesses the impact of legislation, and actively promotes compliance. Takes the initiative to keep both own and subordinates skills up to date and to maintain an awareness of developments in IT. 7
: Common ICT Job Profiles (continued) General Manager 120 Job Size Alignment: 6th Skill Consultancy (CNSL) IT governance (GOVN) Stakeholder relationship management (RLMT) Business process improvement (BPRE) Programme management (PGMG) Business risk management (BURM) Systems development (DLMG) 21 Job Size Definition: Set strategy, inspire, mobilise Has authority and responsibility for all aspects of a significant area of work, including policy formation and application. Is fully accountable for actions taken and decisions made, both by self and subordinates. Makes decisions critical to organisational success. s developments within the IT industry at the highest levels. Advances the knowledge and/or exploitation of IT within one or more organisations. Develops long-term strategic relationships with customers, partners, industry leaders and government. Leads on the formulation and implementation of strategy. Applies the highest level of management and leadership skills. Has a deep understanding of the IT industry and the implications of emerging technologies for the wider business environment. Has a full range of strategic management and leadership skills. Understands, explains and presents complex technical ideas to both technical and non-technical audiences at all levels up to the highest in a persuasive and convincing manner. Has a broad and deep IT knowledge coupled with equivalent knowledge of the activities of those businesses and other organisations that employ IT. Communicates the potential impact of emerging technologies on organisations and individuals and assesses the risks of using or not using such technologies. Assesses the impact of legislation, and actively promotes compliance. Takes the initiative to keep both own and subordinates skills up to date and to maintain an awareness of developments in IT. 8
: Common ICT Job Profiles (continued) Academic 105 Job Size Alignment: 6th Skill Consultancy (CNSL) Learning and development management (ETMG) Programme management (PGMG) IT governance (GOVN) Project management (PRMG) Information management (IRMG) IT management (ITMG) Systems development management (DLMG) 20 Job Size Definition: Set strategy, inspire, mobilise Has authority and responsibility for all aspects of a significant area of work, including policy formation and application. Is fully accountable for actions taken and decisions made, both by self and subordinates. Makes decisions critical to organisational success. s developments within the IT industry at the highest levels. Advances the knowledge and/or exploitation of IT within one or more organisations. Develops long-term strategic relationships with customers, partners, industry leaders and government. Leads on the formulation and implementation of strategy. Applies the highest level of management and leadership skills. Has a deep understanding of the IT industry and the implications of emerging technologies for the wider business environment. Has a full range of strategic management and leadership skills. Understands, explains and presents complex technical ideas to both technical and non-technical audiences at all levels up to the highest in a persuasive and convincing manner. Has a broad and deep IT knowledge coupled with equivalent knowledge of the activities of those businesses and other organisations that employ IT. Communicates the potential impact of emerging technologies on organisations and individuals and assesses the risks of using or not using such technologies. Assesses the impact of legislation, and actively promotes compliance. Takes the initiative to keep both own and subordinates skills up to date and to maintain an awareness of developments in IT. 9
/7: Common ICT Job Profile Business Development Manager 32 Job Size Alignment: /7 Most commonly identified skills for the role at job size Stakeholder relationship management (RLMT) Consultancy (CNSL) Business process improvement (BPRE) Information management (IRMG) IT governance (GOVN) Enterprise and business architecture development (STPL) Portfolio management (POMG) Service level management (SLMO) Software development process improvement (SPIM) Supplier relationship management (SURE) 14 Job Size Definition: Set strategy, inspire, mobilise Has authority and responsibility for all aspects of a significant area of work, including policy formation and application. Is fully accountable for actions taken and decisions made, both by self and subordinates. Makes decisions critical to organisational success. s developments within the IT industry at the highest levels. Advances the knowledge and/or exploitation of IT within one or more organisations. Develops long-term strategic relationships with customers, partners, industry leaders and government. Leads on the formulation and implementation of strategy. Applies the highest level of management and leadership skills. Has a deep understanding of the IT industry and the implications of emerging technologies for the wider business environment. Has a full range of strategic management and leadership skills. Understands, explains and presents complex technical ideas to both technical and non-technical audiences at all levels up to the highest in a persuasive and convincing manner. Has a broad and deep IT knowledge coupled with equivalent knowledge of the activities of those businesses and other organisations that employ IT. Communicates the potential impact of emerging technologies on organisations and individuals and assesses the risks of using or not using such technologies. Assesses the impact of legislation, and actively promotes compliance. Takes the initiative to keep both own and subordinates skills up to date and to maintain an awareness of developments in IT. 10
: Common ICT Job Profiles ICT Manager 428 Job Size Alignment: IT management (ITMG) IT governance (GOVN) Information management (IRMG) Project management (PRMG) 63 Job Size Definition: Initiate, influence Has defined authority and responsibility for a significant area of work, including technical, financial and quality aspects. Establishes organisational objectives and delegates responsibilities. Is accountable for actions and decisions taken by self and subordinates. s policy formation on the contribution of own specialism to business objectives. s a significant part of own organisation. Develops influential relationships with internal and external customers/suppliers/partners at senior management level, including industry leaders. Makes decisions which impact the work of employing organisations, achievement of organisational objectives and financial performance. Performs highly complex work activities covering technical, financial and quality aspects. Contributes to the formulation and implementation of IT strategy. Creatively applies a wide range of technical and/or management principles. Absorbs complex technical information and communicates effectively at all levels to both technical and non-technical audiences. Assesses and evaluates risk. Understands the implications of new technologies. Demonstrates clear leadership and the ability to influence and persuade. Has a broad understanding of all aspects of IT and deep understanding of own specialism(s). Understands and communicates the role and impact of IT in the employing organisation and promotes compliance with relevant legislation. Takes the initiative to keep both own and subordinates skills up to date and to maintain an awareness of developments in the IT industry. 11
: Common ICT Job Profiles (continued) Account Manager 25 Job Size Alignment: Account management (ACMG) Consultancy (CNSL) IT governance (GOVN) Supplier relationship management (SURE) Client services management (CSMG) Programme management (PGMG) Systems design (DESN) 21 Job Size Definition: Initiate, influence Has defined authority and responsibility for a significant area of work, including technical, financial and quality aspects. Establishes organisational objectives and delegates responsibilities. Is accountable for actions and decisions taken by self and subordinates. s policy formation on the contribution of own specialism to business objectives. s a significant part of own organisation. Develops influential relationships with internal and external customers/suppliers/partners at senior management level, including industry leaders. Makes decisions which impact the work of employing organisations, achievement of organisational objectives and financial performance. Performs highly complex work activities covering technical, financial and quality aspects. Contributes to the formulation and implementation of IT strategy. Creatively applies a wide range of technical and/or management principles. Absorbs complex technical information and communicates effectively at all levels to both technical and non-technical audiences. Assesses and evaluates risk. Understands the implications of new technologies. Demonstrates clear leadership and the ability to influence and persuade. Has a broad understanding of all aspects of IT and deep understanding of own specialism(s). Understands and communicates the role and impact of IT in the employing organisation and promotes compliance with relevant legislation. Takes the initiative to keep both own and subordinates skills up to date and to maintain an awareness of developments in the IT industry. 12
/6: Common ICT Job Profile Project Manager 251 Job Size Alignment: /6 Most commonly identified skills for the role at job size Project management (PRMG) Programme management (PGMG) Systems development management (DLMG) IT management (ITMG) Consultancy (CNSL) 48 Job Size Definition: Initiate, influence Has defined authority and responsibility for a significant area of work, including technical, financial and quality aspects. Establishes organisational objectives and delegates responsibilities. Is accountable for actions and decisions taken by self and subordinates. s policy formation on the contribution of own specialism to business objectives. s a significant part of own organisation. Develops influential relationships with internal and external customers/suppliers/partners at senior management level, including industry leaders. Makes decisions which impact the work of employing organisations, achievement of organisational objectives and financial performance. Performs highly complex work activities covering technical, financial and quality aspects. Contributes to the formulation and implementation of IT strategy. Creatively applies a wide range of technical and/or management principles. Absorbs complex technical information and communicates effectively at all levels to both technical and non-technical audiences. Assesses and evaluates risk. Understands the implications of new technologies. Demonstrates clear leadership and the ability to influence and persuade. Has a broad understanding of all aspects of IT and deep understanding of own specialism(s). Understands and communicates the role and impact of IT in the employing organisation and promotes compliance with relevant legislation. Takes the initiative to keep both own and subordinates skills up to date and to maintain an awareness of developments in the IT industry. 13
: Common ICT Job Profiles Business Analyst 214 Job Size Alignment: Business analysis (BUAN) Business process improvement (BPRE) Requirements definition and management (REQM) Information analysis (INAN) Data analysis (DTAN) 52 Job Size Definition: Ensure, advise Works under broad direction. Work is often self-initiated. Is fully accountable for meeting allocated technical and/or project/supervisory objectives. Establishes milestones and has a significant role in the delegation of responsibilities. s organisation, customers, suppliers, partners and peers on the contribution of own specialism. Builds appropriate and effective business relationships. Makes decisions which impact the success of assigned projects i.e. results, deadlines and budget. Has significant influence over the allocation and management of resources appropriate to given assignments. Performs an extensive range and variety of complex technical and/or professional work activities. Undertakes work which requires the application of fundamental principles in a wide and often unpredictable range of contexts. Understands the relationship between own specialism and wider customer/organisational requirements. Advises on the available standards, methods, tools and applications relevant to own specialism and can make appropriate choices from alternatives. Analyses, designs, plans, executes and evaluates work to time, cost and quality targets. Assesses and evaluates risk. Communicates effectively, both formally and informally. Demonstrates leadership. Facilitates collaboration between stakeholders who have diverse objectives. Understands the relevance of own area of responsibility/specialism to the employing organisation. Takes customer requirements into account when making proposals. Takes initiative to keep skills up to date. Mentors colleagues. Maintains an awareness of developments in the industry. Analyses requirements and advises on scope and options for continuous operational improvement. Demonstrates creativity and innovation in applying solutions for the benefit of the customer/stakeholder. Takes account of relevant legislation. 14
: Common ICT Job Profiles (continued) Computer Network Systems Engineer 110 Job Size Alignment: Network support (NTAS) Network design (NTDS) Network planning (NTPL) IT management (ITMG) Project management (PRMG) Systems design (DESN) Systems Integration (SINT) 37 Job Size Definition: Ensure, advise Works under broad direction. Work is often self-initiated. Is fully accountable for meeting allocated technical and/or project/supervisory objectives. Establishes milestones and has a significant role in the delegation of responsibilities. s organisation, customers, suppliers, partners and peers on the contribution of own specialism. Builds appropriate and effective business relationships. Makes decisions which impact the success of assigned projects i.e. results, deadlines and budget. Has significant influence over the allocation and management of resources appropriate to given assignments. Performs an extensive range and variety of complex technical and/or professional work activities. Undertakes work which requires the application of fundamental principles in a wide and often unpredictable range of contexts. Understands the relationship between own specialism and wider customer/organisational requirements. Advises on the available standards, methods, tools and applications relevant to own specialism and can make appropriate choices from alternatives. Analyses, designs, plans, executes and evaluates work to time, cost and quality targets. Assesses and evaluates risk. Communicates effectively, both formally and informally. Demonstrates leadership. Facilitates collaboration between stakeholders who have diverse objectives. Understands the relevance of own area of responsibility/specialism to the employing organisation. Takes customer requirements into account when making proposals. Takes initiative to keep skills up to date. Mentors colleagues. Maintains an awareness of developments in the industry. Analyses requirements and advises on scope and options for continuous operational improvement. Demonstrates creativity and innovation in applying solutions for the benefit of the customer/stakeholder. Takes account of relevant legislation. 15
: Common ICT Job Profiles (continued) ICT Architect 214 Job Size Alignment: 6th Skill Solution architecture (ARCH) Systems design (DESN) Enterprise and business architecture development (STPL) Consultancy (CNSL) Technical specialism (TECH) Systems integration (SINT) 43 Job Size Definition: Ensure, advise Works under broad direction. Work is often self-initiated. Is fully accountable for meeting allocated technical and/or project/supervisory objectives. Establishes milestones and has a significant role in the delegation of responsibilities. s organisation, customers, suppliers, partners and peers on the contribution of own specialism. Builds appropriate and effective business relationships. Makes decisions which impact the success of assigned projects i.e. results, deadlines and budget. Has significant influence over the allocation and management of resources appropriate to given assignments. Performs an extensive range and variety of complex technical and/or professional work activities. Undertakes work which requires the application of fundamental principles in a wide and often unpredictable range of contexts. Understands the relationship between own specialism and wider customer/organisational requirements. Advises on the available standards, methods, tools and applications relevant to own specialism and can make appropriate choices from alternatives. Analyses, designs, plans, executes and evaluates work to time, cost and quality targets. Assesses and evaluates risk. Communicates effectively, both formally and informally. Demonstrates leadership. Facilitates collaboration between stakeholders who have diverse objectives. Understands the relevance of own area of responsibility/specialism to the employing organisation. Takes customer requirements into account when making proposals. Takes initiative to keep skills up to date. Mentors colleagues. Maintains an awareness of developments in the industry. Analyses requirements and advises on scope and options for continuous operational improvement. Demonstrates creativity and innovation in applying solutions for the benefit of the customer/stakeholder. Takes account of relevant legislation. 16
: Common ICT Job Profiles (continued) ICT Consultant 430 Job Size Alignment: Consultancy (CNSL) Business process improvement (BPRE) Business analysis (BUAN) IT governance (GOVN) Solution architecture (ARCH) 64 Job Size Definition: Ensure, advise Works under broad direction. Work is often self-initiated. Is fully accountable for meeting allocated technical and/or project/supervisory objectives. Establishes milestones and has a significant role in the delegation of responsibilities. s organisation, customers, suppliers, partners and peers on the contribution of own specialism. Builds appropriate and effective business relationships. Makes decisions which impact the success of assigned projects i.e. results, deadlines and budget. Has significant influence over the allocation and management of resources appropriate to given assignments. Performs an extensive range and variety of complex technical and/or professional work activities. Undertakes work which requires the application of fundamental principles in a wide and often unpredictable range of contexts. Understands the relationship between own specialism and wider customer/organisational requirements. Advises on the available standards, methods, tools and applications relevant to own specialism and can make appropriate choices from alternatives. Analyses, designs, plans, executes and evaluates work to time, cost and quality targets. Assesses and evaluates risk. Communicates effectively, both formally and informally. Demonstrates leadership. Facilitates collaboration between stakeholders who have diverse objectives. Understands the relevance of own area of responsibility/specialism to the employing organisation. Takes customer requirements into account when making proposals. Takes initiative to keep skills up to date. Mentors colleagues. Maintains an awareness of developments in the industry. Analyses requirements and advises on scope and options for continuous operational improvement. Demonstrates creativity and innovation in applying solutions for the benefit of the customer/stakeholder. Takes account of relevant legislation. 17
: Common ICT Job Profiles (continued) ICT SECURITY SPECIALIST 61 Job Size Alignment: 6th Skill Information security (SCTY) Security administration (SCAD) Consultancy (CNSL) Technical specialism (TECH) Information assurance (INAS) IT governance (GOVN) 25 Job Size Definition: Ensure, advise Works under broad direction. Work is often self-initiated. Is fully accountable for meeting allocated technical and/or project/supervisory objectives. Establishes milestones and has a significant role in the delegation of responsibilities. s organisation, customers, suppliers, partners and peers on the contribution of own specialism. Builds appropriate and effective business relationships. Makes decisions which impact the success of assigned projects i.e. results, deadlines and budget. Has significant influence over the allocation and management of resources appropriate to given assignments. Performs an extensive range and variety of complex technical and/or professional work activities. Undertakes work which requires the application of fundamental principles in a wide and often unpredictable range of contexts. Understands the relationship between own specialism and wider customer/organisational requirements. Advises on the available standards, methods, tools and applications relevant to own specialism and can make appropriate choices from alternatives. Analyses, designs, plans, executes and evaluates work to time, cost and quality targets. Assesses and evaluates risk. Communicates effectively, both formally and informally. Demonstrates leadership. Facilitates collaboration between stakeholders who have diverse objectives. Understands the relevance of own area of responsibility/specialism to the employing organisation. Takes customer requirements into account when making proposals. Takes initiative to keep skills up to date. Mentors colleagues. Maintains an awareness of developments in the industry. Analyses requirements and advises on scope and options for continuous operational improvement. Demonstrates creativity and innovation in applying solutions for the benefit of the customer/stakeholder. Takes account of relevant legislation. 18
: Common ICT Job Profiles (continued) Software & Apps Programmer 75 Job Size Alignment: Programming/software development (PROG) Systems design (DESN) Data analysis (DTAN) Database/repository design (DBDS) Applications support (ASUP) Release and deployment (RELM) Systems development management (DLMG) Testing (TEST) 33 Job Size Definition: Ensure, advise Works under broad direction. Work is often self-initiated. Is fully accountable for meeting allocated technical and/or project/supervisory objectives. Establishes milestones and has a significant role in the delegation of responsibilities. s organisation, customers, suppliers, partners and peers on the contribution of own specialism. Builds appropriate and effective business relationships. Makes decisions which impact the success of assigned projects i.e. results, deadlines and budget. Has significant influence over the allocation and management of resources appropriate to given assignments. Performs an extensive range and variety of complex technical and/or professional work activities. Undertakes work which requires the application of fundamental principles in a wide and often unpredictable range of contexts. Understands the relationship between own specialism and wider customer/organisational requirements. Advises on the available standards, methods, tools and applications relevant to own specialism and can make appropriate choices from alternatives. Analyses, designs, plans, executes and evaluates work to time, cost and quality targets. Assesses and evaluates risk. Communicates effectively, both formally and informally. Demonstrates leadership. Facilitates collaboration between stakeholders who have diverse objectives. Understands the relevance of own area of responsibility/specialism to the employing organisation. Takes customer requirements into account when making proposals. Takes initiative to keep skills up to date. Mentors colleagues. Maintains an awareness of developments in the industry. Analyses requirements and advises on scope and options for continuous operational improvement. Demonstrates creativity and innovation in applying solutions for the benefit of the customer/stakeholder. Takes account of relevant legislation. 19
: Common ICT Job Profiles (continued) Software Engineer 339 Job Size Alignment: Programming/ software development (PROG) Systems design (DESN) Database/repository design (DBDS) Software development process improvement (SPIM) Testing (TEST) 38 Job Size Definition: Ensure, advise Works under broad direction. Work is often self-initiated. Is fully accountable for meeting allocated technical and/or project/supervisory objectives. Establishes milestones and has a significant role in the delegation of responsibilities. s organisation, customers, suppliers, partners and peers on the contribution of own specialism. Builds appropriate and effective business relationships. Makes decisions which impact the success of assigned projects i.e. results, deadlines and budget. Has significant influence over the allocation and management of resources appropriate to given assignments. Performs an extensive range and variety of complex technical and/or professional work activities. Undertakes work which requires the application of fundamental principles in a wide and often unpredictable range of contexts. Understands the relationship between own specialism and wider customer/organisational requirements. Advises on the available standards, methods, tools and applications relevant to own specialism and can make appropriate choices from alternatives. Analyses, designs, plans, executes and evaluates work to time, cost and quality targets. Assesses and evaluates risk. Communicates effectively, both formally and informally. Demonstrates leadership. Facilitates collaboration between stakeholders who have diverse objectives. Understands the relevance of own area of responsibility/specialism to the employing organisation. Takes customer requirements into account when making proposals. Takes initiative to keep skills up to date. Mentors colleagues. Maintains an awareness of developments in the industry. Analyses requirements and advises on scope and options for continuous operational improvement. Demonstrates creativity and innovation in applying solutions for the benefit of the customer/stakeholder. Takes account of relevant legislation. 20
: Common ICT Job Profiles (continued) Systems Administrator 149 Job Size Alignment: Network support (NTAS) Systems installation/decommissioning (HSIN) Systems design (DESN) Technical specialism (TECH) 55 Job Size Definition: Ensure, advise Works under broad direction. Work is often self-initiated. Is fully accountable for meeting allocated technical and/or project/supervisory objectives. Establishes milestones and has a significant role in the delegation of responsibilities. s organisation, customers, suppliers, partners and peers on the contribution of own specialism. Builds appropriate and effective business relationships. Makes decisions which impact the success of assigned projects i.e. results, deadlines and budget. Has significant influence over the allocation and management of resources appropriate to given assignments. Performs an extensive range and variety of complex technical and/or professional work activities. Undertakes work which requires the application of fundamental principles in a wide and often unpredictable range of contexts. Understands the relationship between own specialism and wider customer/organisational requirements. Advises on the available standards, methods, tools and applications relevant to own specialism and can make appropriate choices from alternatives. Analyses, designs, plans, executes and evaluates work to time, cost and quality targets. Assesses and evaluates risk. Communicates effectively, both formally and informally. Demonstrates leadership. Facilitates collaboration between stakeholders who have diverse objectives. Understands the relevance of own area of responsibility/specialism to the employing organisation. Takes customer requirements into account when making proposals. Takes initiative to keep skills up to date. Mentors colleagues. Maintains an awareness of developments in the industry. Analyses requirements and advises on scope and options for continuous operational improvement. Demonstrates creativity and innovation in applying solutions for the benefit of the customer/stakeholder. Takes account of relevant legislation. 21
: Common ICT Job Profiles (continued) Systems Analyst 126 Job Size Alignment: 6th Skill Systems design (DESN) Information analysis (INAN) Business analysis (BUAN) Technical specialism (TECH) Data analysis (DTAN) Business process improvement (BPRE Consultancy (CNSL) IT governance (GOVN) Release and deployment (RELM) 38 Job Size Definition: Ensure, advise Works under broad direction. Work is often self-initiated. Is fully accountable for meeting allocated technical and/or project/supervisory objectives. Establishes milestones and has a significant role in the delegation of responsibilities. s organisation, customers, suppliers, partners and peers on the contribution of own specialism. Builds appropriate and effective business relationships. Makes decisions which impact the success of assigned projects i.e. results, deadlines and budget. Has significant influence over the allocation and management of resources appropriate to given assignments. Performs an extensive range and variety of complex technical and/or professional work activities. Undertakes work which requires the application of fundamental principles in a wide and often unpredictable range of contexts. Understands the relationship between own specialism and wider customer/organisational requirements. Advises on the available standards, methods, tools and applications relevant to own specialism and can make appropriate choices from alternatives. Analyses, designs, plans, executes and evaluates work to time, cost and quality targets. Assesses and evaluates risk. Communicates effectively, both formally and informally. Demonstrates leadership. Facilitates collaboration between stakeholders who have diverse objectives. Understands the relevance of own area of responsibility/specialism to the employing organisation. Takes customer requirements into account when making proposals. Takes initiative to keep skills up to date. Mentors colleagues. Maintains an awareness of developments in the industry. Analyses requirements and advises on scope and options for continuous operational improvement. Demonstrates creativity and innovation in applying solutions for the benefit of the customer/stakeholder. Takes account of relevant legislation. 22
: Common ICT Job Profiles Analyst Programmer 149 Job Size Alignment: Most commonly identified skills for the role at job size Programming/software development (PROG) Systems design (DESN) Data analysis (DTAN) Technical specialism (TECH) Testing (TEST) 33 Job Size Definition: Enable Works under general direction within a clear framework of accountability. Exercises substantial personal responsibility and autonomy. Plans own work to meet given objectives and processes. s team and specialist peers internally. s customers at account level and suppliers. Has some responsibility for the work of others and for the allocation of resources. Participates in external activities related to own specialism. Makes decisions which influence the success of projects and team objectives. Performs a broad range of complex technical or professional work activities, in a variety of contexts. Investigates, defines and resolves complex problems. Selects appropriately from applicable standards, methods, tools and applications. Demonstrates an analytical and systematic approach to problem solving. Communicates fluently orally and in writing, and can present complex technical information to both technical and non-technical audiences. Facilitates collaboration between stakeholders who share common objectives. Plans, schedules and monitors work to meet time and quality targets and in accordance with relevant legislation and procedures. Rapidly absorbs new technical information and applies it effectively. Has a good appreciation of the wider field of information systems, their use in relevant employment areas and how they relate to the business activities of the employer or client. Maintains an awareness of developing technologies and their application and takes some responsibility for personal development. 23
: Common ICT Job Profiles (continued) Database Administrator 296 Job Size Alignment: Most commonly identified skills for the role at job size Database administration (DBAD) Database/repository design (DBDS) Programming/software development (PROG) Data management (DATM) Systems design (DESN) 26 Job Size Definition: Enable Works under general direction within a clear framework of accountability. Exercises substantial personal responsibility and autonomy. Plans own work to meet given objectives and processes. s team and specialist peers internally. s customers at account level and suppliers. Has some responsibility for the work of others and for the allocation of resources. Participates in external activities related to own specialism. Makes decisions which influence the success of projects and team objectives. Performs a broad range of complex technical or professional work activities, in a variety of contexts. Investigates, defines and resolves complex problems. Selects appropriately from applicable standards, methods, tools and applications. Demonstrates an analytical and systematic approach to problem solving. Communicates fluently orally and in writing, and can present complex technical information to both technical and non-technical audiences. Facilitates collaboration between stakeholders who share common objectives. Plans, schedules and monitors work to meet time and quality targets and in accordance with relevant legislation and procedures. Rapidly absorbs new technical information and applies it effectively. Has a good appreciation of the wider field of information systems, their use in relevant employment areas and how they relate to the business activities of the employer or client. Maintains an awareness of developing technologies and their application and takes some responsibility for personal development. 24
: Common ICT Job Profiles (continued) ICT Support Engineer 53 Job Size Alignment: Most commonly identified skills for the role at job size Service desk and incident management (USUP) Applications support (ASUP) Service level management (SLMO) Systems installation/decommissioning (HSIN) Information management (IRMG) Problem management (PBMG) Programming/software development (PROG) 26 Job Size Definition: Enable Works under general direction within a clear framework of accountability. Exercises substantial personal responsibility and autonomy. Plans own work to meet given objectives and processes. s team and specialist peers internally. s customers at account level and suppliers. Has some responsibility for the work of others and for the allocation of resources. Participates in external activities related to own specialism. Makes decisions which influence the success of projects and team objectives. Performs a broad range of complex technical or professional work activities, in a variety of contexts. Investigates, defines and resolves complex problems. Selects appropriately from applicable standards, methods, tools and applications. Demonstrates an analytical and systematic approach to problem solving. Communicates fluently orally and in writing, and can present complex technical information to both technical and non-technical audiences. Facilitates collaboration between stakeholders who share common objectives. Plans, schedules and monitors work to meet time and quality targets and in accordance with relevant legislation and procedures. Rapidly absorbs new technical information and applies it effectively. Has a good appreciation of the wider field of information systems, their use in relevant employment areas and how they relate to the business activities of the employer or client. Maintains an awareness of developing technologies and their application and takes some responsibility for personal development. 25
: Common ICT Job Profiles (continued) ICT Systems Test Engineer 42 Job Size Alignment: Most commonly identified skills for the role at job size Testing (TEST) Business process testing (BPTS) Programming/software development (PROG) Quality assurance (QUAS) 20 Job Size Definition: Enable Works under general direction within a clear framework of accountability. Exercises substantial personal responsibility and autonomy. Plans own work to meet given objectives and processes. s team and specialist peers internally. s customers at account level and suppliers. Has some responsibility for the work of others and for the allocation of resources. Participates in external activities related to own specialism. Makes decisions which influence the success of projects and team objectives. Performs a broad range of complex technical or professional work activities, in a variety of contexts. Investigates, defines and resolves complex problems. Selects appropriately from applicable standards, methods, tools and applications. Demonstrates an analytical and systematic approach to problem solving. Communicates fluently orally and in writing, and can present complex technical information to both technical and non-technical audiences. Facilitates collaboration between stakeholders who share common objectives. Plans, schedules and monitors work to meet time and quality targets and in accordance with relevant legislation and procedures. Rapidly absorbs new technical information and applies it effectively. Has a good appreciation of the wider field of information systems, their use in relevant employment areas and how they relate to the business activities of the employer or client. Maintains an awareness of developing technologies and their application and takes some responsibility for personal development. 26
: Common ICT Job Profiles (continued) Network Administrator 34 Job Size Alignment: 6th Skill IT operations (ITOP) Technical specialism (TECH) Information security (SCTY) Network support (NTAS) Systems installation/decommissioning (HSIN) System software (SYSP) 21 Job Size Definition: Enable Works under general direction within a clear framework of accountability. Exercises substantial personal responsibility and autonomy. Plans own work to meet given objectives and processes. s team and specialist peers internally. s customers at account level and suppliers. Has some responsibility for the work of others and for the allocation of resources. Participates in external activities related to own specialism. Makes decisions which influence the success of projects and team objectives. Performs a broad range of complex technical or professional work activities, in a variety of contexts. Investigates, defines and resolves complex problems. Selects appropriately from applicable standards, methods, tools and applications. Demonstrates an analytical and systematic approach to problem solving. Communicates fluently orally and in writing, and can present complex technical information to both technical and non-technical audiences. Facilitates collaboration between stakeholders who share common objectives. Plans, schedules and monitors work to meet time and quality targets and in accordance with relevant legislation and procedures. Rapidly absorbs new technical information and applies it effectively. Has a good appreciation of the wider field of information systems, their use in relevant employment areas and how they relate to the business activities of the employer or client. Maintains an awareness of developing technologies and their application and takes some responsibility for personal development. 27
/4: Common ICT Job Profile Web Developer 44 Job Size Alignment: /4 Most commonly identified skills for the role at job size Programming/software development (PROG) Database/repository design (DBDS) Testing (TEST) Project management (PRMG) 22 Job Size Definition: Enable Works under general direction within a clear framework of accountability. Exercises substantial personal responsibility and autonomy. Plans own work to meet given objectives and processes. s team and specialist peers internally. s customers at account level and suppliers. Has some responsibility for the work of others and for the allocation of resources. Participates in external activities related to own specialism. Makes decisions which influence the success of projects and team objectives. Performs a broad range of complex technical or professional work activities, in a variety of contexts. Investigates, defines and resolves complex problems. Selects appropriately from applicable standards, methods, tools and applications. Demonstrates an analytical and systematic approach to problem solving. Communicates fluently orally and in writing, and can present complex technical information to both technical and non-technical audiences. Facilitates collaboration between stakeholders who share common objectives. Plans, schedules and monitors work to meet time and quality targets and in accordance with relevant legislation and procedures. Rapidly absorbs new technical information and applies it effectively. Has a good appreciation of the wider field of information systems, their use in relevant employment areas and how they relate to the business activities of the employer or client. Maintains an awareness of developing technologies and their application and takes some responsibility for personal development. 28
: Common ICT Job Profiles Developer Programmer 127 Job Size Alignment: Programming/software development (PROG) Testing (TEST) Systems design (DESN) Database/repository design (DBDS) 29 Job Size Definition: Apply Works under general direction. Uses discretion in identifying and resolving complex problems and assignments. Usually receives specific instructions and has work reviewed at frequent milestones. Determines when issues should be escalated to a higher level. Interacts with and influences department/project team members. Has working level contact with customers and suppliers. In predictable and structured areas may supervise others. Makes decisions which may impact on the work assigned to individuals or phases of projects. Performs a broad range of work, sometimes complex and non-routine, in a variety of environments. Applies methodical approach to problem definition and resolution. Understands and uses appropriate methods, tools and applications. Demonstrates an analytical and systematic approach to problem solving. Takes the initiative in identifying and negotiating appropriate personal development opportunities. Demonstrates effective communication skills. Contributes fully to the work of teams. Plans, schedules and monitors own work (and that of others where applicable) competently within limited deadlines and according to relevant legislation and procedures. Absorbs and applies technical information. Works to required standards. Appreciates the wider field of information systems, and how own role relates to other roles and to the business of the employer or client. 29
: Common ICT Job Profiles (continued) ICT Support Technician 79 Job Size Alignment: Service desk and incident management (USUP) IT operations (ITOP) Network support (NTAS) Applications support (ASUP) Systems installation/decommissioning (HSIN) 27 Job Size Definition: Apply Works under general direction. Uses discretion in identifying and resolving complex problems and assignments. Usually receives specific instructions and has work reviewed at frequent milestones. Determines when issues should be escalated to a higher level. Interacts with and influences department/project team members. Has working level contact with customers and suppliers. In predictable and structured areas may supervise others. Makes decisions which may impact on the work assigned to individuals or phases of projects. Performs a broad range of work, sometimes complex and non-routine, in a variety of environments. Applies methodical approach to problem definition and resolution. Understands and uses appropriate methods, tools and applications. Demonstrates an analytical and systematic approach to problem solving. Takes the initiative in identifying and negotiating appropriate personal development opportunities. Demonstrates effective communication skills. Contributes fully to the work of teams. Plans, schedules and monitors own work (and that of others where applicable) competently within limited deadlines and according to relevant legislation and procedures. Absorbs and applies technical information. Works to required standards. Appreciates the wider field of information systems, and how own role relates to other roles and to the business of the employer or client. 30
: Common ICT Job Profiles (continued) ICT Customer Support Officer 41 Job Size Alignment: IT operations (ITOP) Client services management (CSMG) Network support (NTAS) Service desk and incident management (USUP) Testing (TEST) 25 Job Size Definition: Apply Works under general direction. Uses discretion in identifying and resolving complex problems and assignments. Usually receives specific instructions and has work reviewed at frequent milestones. Determines when issues should be escalated to a higher level. Interacts with and influences department/project team members. Has working level contact with customers and suppliers. In predictable and structured areas may supervise others. Makes decisions which may impact on the work assigned to individuals or phases of projects. Performs a broad range of work, sometimes complex and non-routine, in a variety of environments. Applies methodical approach to problem definition and resolution. Understands and uses appropriate methods, tools and applications. Demonstrates an analytical and systematic approach to problem solving. Takes the initiative in identifying and negotiating appropriate personal development opportunities. Demonstrates effective communication skills. Contributes fully to the work of teams. Plans, schedules and monitors own work (and that of others where applicable) competently within limited deadlines and according to relevant legislation and procedures. Absorbs and applies technical information. Works to required standards. Appreciates the wider field of information systems, and how own role relates to other roles and to the business of the employer or client. 31