Enterprise Specialist Support Officer

JOB DESCRIPTION

REPORTS TO: Enterprise Specialist (APO)

RESPONSIBLE TO: EA Applications Architect

Key Purpose of Role

The postholder is an ICT specialist with responsibility for the provision of an efficient and effective ICT support infrastructure within the Networks and Infrastructure ‘Architect’ teams, to ensure continuity and availability of ICT systems throughout the Education Authority (EA). The postholder will also assist the Network and Infrastructure Architects and Enterprise Specialists in the development and implementation of ICT systems to support EA business requirements.

The Enterprise Specialist Support Officer will provide support to the Enterprise Specialists and other services in relation to the following areas:

• Security Implementation and Management
• Availability and Performance Management
• Transformation, Consolidation and Optimisation
• SLA Management
• Reporting

Main Duties and Responsibilities

Technical Support

The post holder will be required to manage on a day-to-day basis the provision of direct ICT support to business users.

• Liaise with services in the establishment and implementation of changing requirements and to ensure the ongoing accuracy, effectiveness and availability of ICT systems according to their needs.
• Manage the day-to-day work, monitoring fault levels, coordinating problem solving and change management issues, allocation, escalation and reporting, to ensure a high level of support is provided to EA users.
• Provide management reports to review systems usage and performance.
• Liaise with ICT suppliers of goods and services in the delivering of support service as appropriate.
• Develop and implement procedures and processes to support business users as required.
• Provide advice to other ICT Services in respect of the ICT specialist area.
• Assist in the planning, co-ordination and delivery of training to business users in respect of Networks and Infrastructure.

Systems Support

The post holder will be required to support a range of ICT systems/platforms/networks to ensure minimum down-time and to provide a systems support infrastructure to enable effective and efficient delivery of ICT services.

• Assist in monitoring and analysing the performance of ICT systems (technical / network / software) by carrying out detailed examinations of existing systems to assess the systems effective performance.
• Administer the central ICT infrastructure systems to ensure effective performance and delivery of business systems direct to users.
• Advise on ICT maintenance requirements.
• Maintain the accuracy, integrity, availability and security of Networks and Infrastructure resources and associated systems.
• Specify, plan and implement new upgrades to Networks and Infrastructure systems including hardware and software aspects and when appropriate undertake the installation.
• Establish and maintain links between business users and critical ICT systems.
• Assist in the development and testing of contingency plans to ensure continuity and availability of ICT services.

Introduction of New Systems / Project Management

The post holder will be required to liaise with services and to serve on teams to introduce effective business systems. This will involve:

• Assist in the development and implementation of ICT systems.
• Assist in the supporting, planning, and managing the co-ordination of the technical aspects associated with the implementation of ICT systems.
• For some systems the postholder will be expected to manage the Project or Project stage, including the planning, identification of activities and resources, controlling, reporting, procurement, implementation.
• The application of appropriate methods (i.e. PRINCE2, Agile, EA Procurements);
• To analyse, design and develop ICT systems as and when required.
• Evaluate ICT solutions and where necessary carry out required modifications/ enhancements.
• Develop detailed operating procedures and systems documentation.
• Serve on teams connected with ICT Strategies and participate in subsequent development projects as required.

Contract Management

Liaise with external service providers in respect of work undertaken through maintenance contracts.

• Assist in monitoring the work of external service providers.
• Assist in the co-ordination, problem solving and change management issues associated with technical and communications issues.
• Assist in developing and managing the procedures and processes by which Networks and Infrastructure engage with technical and communications services delivered through its multiple service contracts.
• Assist in the preparation and monitoring of management information reports supporting this function.
• Assist in the preparation of material used in discussions/negotiations with contractors, and to participate in those discussions/negotiations.

Standards, Quality and Security

• Assist in the formulation and implementation of technical and communications standards appropriate to the needs of the EA.
• Assist in the development and implementation of security systems (e.g. firewalls, anti-virus software, email scanning, profiling etc.) and ensure that they are being effective.
• Assist in monitoring the services provided by service contractors and ensuring that they comply with the established performance and security standards.

General Support

The post holder will be required to provide support across a range of ICT related issues.

This will involve:

• Providing technical support, guidance and advice to business users in relation to Networks and Infrastructure.
• The training of ICT staff in the support and use of appropriate systems;
• Providing user system documentation;
• Liaison with Software/Hardware Suppliers.
• Attending business user meetings as required;
• Supervision of support staff within Networks and Infrastructure.
• Representing Networks and Infrastructure and EA at meetings, in liaison with suppliers, and outside agencies.
• Assisting in the development of an Operational Plan for Networks and Infrastructure which contributes to the overall Service Plan for ICT Services.
• Undertaking such other reasonable duties as may be required from time to time by Networks and Infrastructure, for example, out-of-hours support on an ad hoc basis.
• To act as nominated officer on Selection Panels.

Professional Development

The postholder will be required to keep up to date with new technology in order to provide a support service. This will involve:

• Attendance at seminars, webinars and training courses.
• Keeping up to date with relevant ICT technologies.
• Liaison with other agencies, government departments etc.

This job description will be subject to review in light of changing circumstances and is not intended to be rigid and inflexible but should be regarded as providing guidelines within which the individual works. Other duties of a similar nature and appropriate to the grade may be assigned from time to time.

In accordance with Section 75 of the Northern Ireland Act (1998), the post-holder is expected to promote good relations, equality of opportunity and pay due regard for equality legislation at all times.

PERSON SPECIFICATION

1. You must clearly demonstrate on your application form under each question, how, and to what extent you meet the required criteria as failure to do so may result in you not being shortlisted.

2. You must demonstrate how you meet the criteria by the closing date for applications, unless the criteria state otherwise.

3. The stage in the process when the criteria will be measured is outlined in the table below.

4. Shortlisting will be carried out on the basis of the essential criteria set out in Section 1 below, using the information provided by you on your application form.

5. Please note that the Selection Panel reserves the right to shortlist only those applicants that it believes most strongly meet the criteria for the role.

6. In the event of an excessive number of applications, the Selection Panel also reserves the right to apply any desirable criteria as outlined in Section 3 at shortlisting, in which case these will be applied in the order listed. It is important therefore that you also clearly demonstrate on your application form on how you meet any desirable criteria.

Section 1 - Essential Criteria

The following are essential criteria which will initially be measured at the shortlisting stage and which may also be further explored during the interview/selection stage.You should therefore make it clear on your application form how, and to what extent you meet these criteria. Failure to do so may result in you not being shortlisted.

Hold an HNC/HND or above examination qualification in an ICT related subject and two years’ demonstrable experience supporting ICT Application Systems

OR

Have three years demonstrable experience supporting ICT Application Systems

Shortlisting by Application Form

Candidates must demonstrate knowledge of supporting the following:

• Security Management
• Monitoring tools
• Reporting

Shortlisting by Application Form

Demonstrable commitment to continuous personal and professional development

The successful candidate will be required:

to have access to a suitable vehicle (appropriately maintained and insured for Education Authority business) that will enable them to carry out the mobility requirements of the post in an efficient and effective manner and thus meet this essential criterion;

OR

be able to provide sufficient information on the application form that will satisfy the employer that he/she has access to an appropriate alternative form of transport that will enable them to carry out the mobility requirements of the post in an efficient and effective manner and thus meet this essential criterion.

Shortlisting by Application Form

Section 2 - Essential Criteria

The following are additional essential criteria which will be measured during the interview/selection stage in line with EA’s Game Changing People Model.

Knowledge of a range of modern ICT infrastructure technologies

Interview

In line with EA’s Game Changing People Model we will look for evidence of:

Ability to manage staff, giving clear direction and inspiring confidence

Ability to analyse business information and to apply innovation and initiative in solving problems

Ability to support the planning and management of service delivery ensuring the most effective use of technology to achieve business outcomes including value for money assessments

Ability to think analytically, with systematic and logical approach to solving complex problems, and high attention to detail

Ability to work effectively with others as part of a high performing team, to support the delivery of service requirements

Supporting an ethos of continuous improvement and development of technical knowledge and skills within the team

Ability to work collaboratively with a range of business and technology stakeholders to translate business problems into technical designs for systems

Interview

Evidence of how your experience and approach to work reflect EA’s ethos and values. You will find information about our Values here.

Interview

Section 3 - Desirable Criteria

Some or all of the desirable criteria may be applied by the Selection Panel in order to determine a manageable pool of candidates. Desirable criteria will be applied in the order listed. You should make it clear on your application form how, and to what extent you meet the desirable criteria, as failure to do so may result in you not being shortlisted.

Demonstrable experience of SLA Management

Shortlisting by Application Form

Our Values

Through the selection process we will also seek evidence that the personal values of candidates align with those of the EA. This will include evidence of commitment to equality and excellence in service delivery. These reflect our aim which is to meet the needs of all our children and young people equally, removing barriers to learning and ensuring equality of access to excellent education services so that every child can develop to his or her full potential.

DISCLOSURE OF CRIMINAL BACKGROUND

The Safeguarding Vulnerable Groups (Northern Ireland) Order 2007 defines working directly with children or young people or in specified places as ‘regulated activity’.

In the event that you are recommended for appointed to a post that involves ‘regulated activity’, the Education Authority will be required to undertake an Enhanced Disclosure of Criminal Background. Please note that you WILL be expected to meet the cost of an Enhanced Disclosure Certificate. Details of how to make payment will be sent to you at the pre-employment stage.

Further information can be accessed at NI Direct or the Department of Justice.

APPLICANT GUIDANCE NOTES

To view the applicant guidance notes, please click here.

To learn about the many great benefits of joining the Education Authority, click here.

The Education Authority is an Equal Opportunities Employer.