Working in the Application Support team, you’ll be responsible for the provision of application support, management and development services. We are particularly keen to hear from people who have experience supporting and managing social care systems, especially Mosaic and Liquidlogic.
Salary: £29,766 - £37,842
Closing date: 5th January 2020
The role reports directly to an Application Lead and its main purpose is to:
Resolve incidents and requests for support from service desk, other service delivery staff and/or users
Work with colleagues to provide responses to requests for support, eg:
making modifications to system parameters
developing work-arounds or site-specific enhancements
changing operating procedures
training users or operations staff
producing additional documentation
escalating requests to systems development staff or software suppliers.
Use application management software and tools to collect performance statistics
Design test cases and create test scripts and supporting data. Analyse and report test activities and results in a clear and concise manner
Follow formal procedures to plan and test proposed solutions/upgrades
Work with users to specify, design and implement new or changed user interfaces or security profiles such as data capture forms, process workflows, web pages
Undertake analytical activities and deliver analysis outputs in accordance with customer needs and conforming to agreed standards
Take an active role in user meetings and assist in presenting issues and solutions both orally and in writing
Act as a point of escalation for application queries from other teams in Digital & IT
Ensure that all documentation is written, maintained and executed to the highest standards and acts as a champion of the Quality Management System (QMS)
Work within the ITIL framework.
Main duties of the job for appointment at or progression to Grade G includes:
Monitor application systems by regular scrutiny of reports from the applications software or service delivery staff. Note problems and performance trends, taking corrective action where required
Liaise with systems development staff or software suppliers for system enhancements to overcome known problems or further fulfil user requirements
Take a leading role in the specification of new or changed user interfaces or security profiles
Take a leading role in the preparation of software implementation procedures with fall back contingency plans. Test new versions of software
Prepare and maintain operational documentation for relevant system software products
Advise application users on the correct and effective use of software
Translate logical designs into physical designs taking account of target environment, performance requirements and existing systems
Analyse and execute test requirements. Design and build simple test case suites, test scripts, and test procedures, with expected results
Investigate and model business functions, processes, information flows and data structures, using various methods and techniques.
In order to successfully deliver the responsibilities of the role, you will need to:
Question and challenge ways of working, with an understanding of the bigger picture in terms of the corporate context and external environment
Demonstrate agility and adaptability in mindset and ways of working
Work successfully with key stakeholders within and outside of the organisations
Demonstrate commitment to own personal and professional development to meet the changing demands of the role
Demonstrate innovation and creativity
Actively engage in positive cross organisational communications and team working
Communicate clearly, confidently and appropriately with colleagues using the best methods of communication for the task.
Experience of complex application support environments
Knowledge of the IT infrastructure (hardware, databases, operating systems, local area networks etc)
Familiar with systems supporting specific business functions or processes. Examples: social care, housing management, libraries, customer services, finance
Familiar with testing techniques used to plan and execute software tests of application components
Familiar with applications/processes which enable selective access to information held within some form of database or "data warehouse". Examples: Exporting data to a spreadsheet via ODBC, writing SQL statements, using Microsoft SQL Server Reporting Services or Business Objects
An understanding of ITIL practices and an appreciation of service hand over.