JOB DESCRIPTIONREPORTS TO: Enterprise Specialist (APO) RESPONSIBLE TO: EA Applications ArchitectKey Purpose of RoleThe postholder is an ICT specialist with responsibility for the provision of an efficient and an 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 ManagementAvailability and Performance ManagementTransformation, Consolidation and OptimisationSLA ManagementReporting Main Duties and ResponsibilitiesTechnical SupportThe 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 areaAssist in the planning, co-ordination and delivery of training to business users in respect of Networks and Infrastructure.
Systems SupportThe 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 ManagementThe 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 ManagementLiaise 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 SupportThe 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 DevelopmentThe 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.