MAIN FUNCTION

The position is based within University IT where the role holder will work as part of a professional service delivery team dedicated to the provision of an efficient, effective, customer focused and quality driven IT service to all staff and students across the University.

The job requires the role holder to:

• Contribute to a centre of expertise within the organisation, taking responsibility for the development and maintenance of complex technical systems.
• Support and develop the CRM systems used by the university to provide enquiry, case and appointment management.
• Take responsibility for the specification and design of large or complex systems. Resolving issues independently where they fall within set role objectives.
• Agree appropriate design standards, methods and tools in consultation with senior management.
• Ensure that all work is documented using the appropriate standards, methods and tools, including prototyping tools where appropriate.
• Maintain market awareness, assess software packages on their ability to meet all or parts of specified requirements and advise colleagues and management on their technical suitability.
• Liaise with colleagues where appropriate on cost benefit analyses, risk analyses and development plans.
• Liaise with external suppliers and contribute to the assessment and selection of suitable software packages to meet all or parts of specified requirements.
• Maintain an awareness of operational requirements especially in terms of service levels, availability, response times, security and repair times.
• Provide technical expertise, advice and guidance on all aspects of design and technology within your remit.
• Review technology costs against planned budgets, liaise with technology suppliers of equipment, software and services to maximise value and return on investment.
• Ensure that all tasks and procedures are carried out effectively and efficiently to agreed levels of service. Produce statistics for use in measuring key performance indicators (KPIs).
• Receive, log and prioritise support requests in accordance with agreed criteria and the needs of the organisation, escalating requests to development staff or suppliers where appropriate.
• Ensure that problems are managed in accordance with agreed standards and processes, and that escalation procedures are adhered to, ensuring that complex and high impact problems are dealt with effectively.
• Work within matrix-teams of staff across the organisation to deliver enhanced technology solutions to the University. Provide advice and guidance where necessary.
• Plan and deliver small scale projects, consult with and advise Project Managers to help them plan, prioritise and set project milestones to ensure that resources are appropriately deployed in order to meet deadlines.
• Establish relationships with key contacts to ensure role objectives are met, developing appropriate communication links with internal and external stakeholders as required.

QUALIFICATIONS AND EDUCATION

1. Degree/NVQ 4 or equivalent / Professional membership/experience

KNOWLEDGE, SKILLS AND EXPERIENCE

1. Experience of providing technical liaison between a large IT department, customers and external suppliers providing SaaS based solutions.
2. Knowledge of administering Enterprise scale customer focused IT systems.
3. Proven experience in developing new processes and procedures and of utilising toolsets for monitoring, auditing and reviewing service support performance.
4. Excellent and proven relationship management skills with experience of managing the requirements of stakeholders

The job requires the role holder to:

• Contribute to a centre of expertise within the organisation, taking responsibility for the development and maintenance of complex technical systems.
• Support and develop the CRM systems used by the university to provide enquiry, case and appointment management.
• Take responsibility for the specification and design of large or complex systems. Resolving issues independently where they fall within set role objectives.
• Agree appropriate design standards, methods and tools in consultation with senior management.
• Ensure that all work is documented using the appropriate standards, methods and tools, including prototyping tools where appropriate.
• Maintain market awareness, assess software packages on their ability to meet all or parts of specified requirements and advise colleagues and management on their technical suitability.
• Liaise with colleagues where appropriate on cost benefit analyses, risk analyses and development plans.
• Liaise with external suppliers and contribute to the assessment and selection of suitable software packages to meet all or parts of specified requirements.
• Maintain an awareness of operational requirements especially in terms of service levels, availability, response times, security and repair times.
• Provide technical expertise, advice and guidance on all aspects of design and technology within your remit.
• Review technology costs against planned budgets, liaise with technology suppliers of equipment, software and services to maximise value and return on investment.
• Ensure that all tasks and procedures are carried out effectively and efficiently to agreed levels of service. Produce statistics for use in measuring key performance indicators (KPIs).
• Receive, log and prioritise support requests in accordance with agreed criteria and the needs of the organisation, escalating requests to development staff or suppliers where appropriate.
• Ensure that problems are managed in accordance with agreed standards and processes, and that escalation procedures are adhered to, ensuring that complex and high impact problems are dealt with effectively.
• Work within matrix-teams of staff across the organisation to deliver enhanced technology solutions to the University. Provide advice and guidance where necessary.
• Plan and deliver small scale projects, consult with and advise Project Managers to help them plan, prioritise and set project milestones to ensure that resources are appropriately deployed in order to meet deadlines.
• Establish relationships with key contacts to ensure role objectives are met, developing appropriate communication links with internal and external stakeholders as required

Where the role requires staff management and leadership the following responsibilities will also apply:

• Manage performance, inductions and development of staff under the line management of the role holder. Support and guide team members in welfare issues, escalating as necessary to specialist support areas