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 manage the provision of direct ICT support to business users.
* Liaise with services in the establishment and implementation of changing requirements to ensure the ongoing accuracy, effectiveness and availability of ICT systems according to their needs.
* Manage 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 delivering support services 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, coordination, and delivery of training to business users in respect of Networks and Infrastructure.
Systems Support
The post holder will 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 their 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 liaise with services and serve on teams to introduce effective business systems. This will involve:
* Assist in the development and implementation of ICT systems.
* Assist in supporting, planning, and managing the coordination 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 planning, identification of activities and resources, controlling, reporting, procurement, and 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 coordination, 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 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 effective.
* Assist in monitoring the services provided by service contractors and ensuring that they comply with established performance and security standards.
General Support
The post holder will 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 keep up to date with new technology 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
NOTES TO JOB APPLICANTS
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 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 whichmay 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.
Factor Essential Criteria Method of Assessment Qualifications/
Experience
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
Knowledge
Candidates must demonstrate knowledge of supporting the following:
* Security Management
* Monitoring tools
* Reporting
Shortlisting by Application Form
Other
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.
Factor Essential Criteria Method of Assessment Knowledge
Knowledge of a range of modern ICT infrastructure technologies.
Interview
Skills/
Abilities
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
Values Orientation
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.
Factor Desirable Criteria Method of Assessment Experience
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 youWILL 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 atNI 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.
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