OFFICIAL JOB SPECIFICATION. Network Services Senior Analyst. Network Services Team Manager

Transcription

1 JOB SPECIFICATION FUNCTION JOB TITLE REPORTING TO GRADE WORK PATTERN LOCATION IT & Digital Netwrk Services Senir Analyst Netwrk Services Team Manager Band E Full-time Birmingham TRAVEL REQUIRED Occasinally ROLE ID TBC MAIN PURPOSE OF ROLE The IT & Digital department is respnsible fr the frce s adptin and use f infrmatin and digital technlgy. The department cnsists f three cre functins as fllws: Architecture Management (respnsible fr identifying and selecting the right technlgies fr the frce) Delivery Management (respnsible fr delivering and implementing the right technlgies fr the frce) Service Management (respnsible fr managing and maintaining all live, peratinal technlgy fr the frce) The Service Management functin within IT & Digital is respnsible fr the effective peratin, supprt and maintenance f existing, peratinal technlgy systems, including but nt limited t all Frce applicatins, technlgy infrastructure (e.g. servers, databases, netwrks) and end-user devices (e.g. desktp PC s, smartphnes, tablets, Airwave terminals). This functin manages, and has respnsibility fr, the security, capability, availability, and perfrmance f all peratinal technlgy in the live envirnment whether it is delivered via internal resurces r by external suppliers. This functin is als respnsible fr ensuring existing technlgy remains fit-fr-purpse and reflects cntinuusly evlving requirements frm the frce. The Netwrk Services team is respnsible fr the Frce s netwrk infrastructure including the prvisin f Airwave, telephny, lcal and natinal netwrk access all f which are required t deliver and supprt prperly-engineered IT services and prducts essential t meeting the needs f the frce. Netwrk Services Senir Analyst Page 1 f 8

2 This team manages, and has respnsibility fr, the security, capability, availability, and perfrmance f the fllwing key areas: The Frce s Airwave infrastructure including cvert and vert end-user Airwave devices, Integrated Cmmunicatins Cntrl System (ICCS), Airwave fleet mapping, and Airwave cverage. The Frce s data netwrk infrastructure including Lcal Area Netwrking, Wide Area Netwrking, and Wireless Netwrking. The Frce s vice and vide infrastructure including Vice Over IP (VOIP) and Vide Cnferencing technlgy. The Frce s firewall and gateway infrastructure prviding secure Frce cnnectivity t the internet and ther netwrks (e.g. CJX, PSN). The pst hlder will wrk within the Netwrk Services Team f 10+ staff t ensure it is able t carry ut its specific respnsibilities. Senir Analysts will be respnsible fr prviding expert advice acrss a range f disciplines within the scpe f their teams, develping new prcesses and technlgy t supprt the Frce and cntinuusly imprving existing peple, prcesses, and technlgy. KEY RESPONSIBILITIES The prvisin f netwrk services t include the supprt and maintenance f plicy, systems and prcedures, perfrmance management, tgether with the efficient and effective use f resurces; Prvide specialist technical skills and knwledge that facilitate the security, integrity, and availability f the Frce s Airwave infrastructure; Prvide specialist technical skills and knwledge that facilitate the security, availability, and perfrmance f the Frce s data and vice netwrk infrastructure; Prvide specialist technical skills and knwledge that facilitate the security, availability, and perfrmance f the Frce s vide cnferencing technlgy; Prvide specialist technical skills and knwledge that facilitate the security, availability, and perfrmance f the Frce s firewall and gateway technlgy; Assist with the mnitring and management f the perfrmance f third party suppliers; Prvide specialist input twards the creatin and maintenance f verall netwrk plans t supprt the Frce s business strategy; Assist the Netwrk Services Team Manager in frmulating strategic directin fr the team and unit; Manage incidents and service requests t meet the needs f the frce and make best used f the resurces available; Cntrl and manage technical resurces; Netwrk Services Senir Analyst Page 2 f 8

3 Take the lead n relevant incident, cnfiguratin, availability, capacity, cntinuity and release management in line with the ITIL framewrk; Minimise the impact f wrk undertaken n users; Champin gd ideas t management; Prvide an escalatin rute fr issues; Mnitr and manage service levels and perfrmance standards fr the team; The develpment and supervisin f staff when required; T represent the frce at lcal, reginal and natinal cnferences; Have regular cntact with varius peple within the Frce and externally in rder t achieve desirable utcmes; Negtiate with partner agencies, suppliers and cntractrs in rder t achieve desirable utcmes; Prvide reprts and cmprehensive wrking papers including making recmmendatins fr imprvements r amendments t systems within the team; Plan and rganise individual r team activity with an appreciatin f lnger term issues; Prvide technical supprt assistance t prjects as required; Assist with the live implementatin f new Frce systems and their cnsequent maintenance and supprt, ensuring efficiency, legality and security are maintained; Ensure technlgy is maintained, serviced, and repaired as required; Prvide specialist infrmatin and/r advice t assist and influence senir clleagues/custmers t make decisins relating t significant business issues; Ability t interpret statistical data and advise management f trends; Assist with the negtiatin f supply cntracts; Prmte and champin the Frce s diversity agenda; Revise r develp prcedure and plicy fr apprval and cntribute t their successful implementatin in rder t deliver apprpriate benefits and ensure external (e.g. legislative) requirements are met; Prvide and disseminate specialist/technical advice n issues relating t the department, interpreting r assessing custmer needs and exercising judgment t make decisins when slutins are nt bvius; Prvide technical expertise as required in ne r mre f the fllwing areas: Data netwrk technlgy Vice netwrk technlgy and telephny Airwave ICCS Firewall technlgy Vide cnferencing technlgy Netwrk Services Senir Analyst Page 3 f 8

4 CONTACTS Internal The psthlder will have cntact with: i. Other members f IT & Digital ii. Plice Officers iii. Plice Staff External The psthlder will have cntact with third party suppliers. The psthlder will have cntact with third party agencies. SPANS OF CONTROL / FINANCIAL CONTROL Staff management respnsibilities: Nne Budgetary respnsibilities: Raise issues with the relevant budget t the apprpriate level. COMPETENCIES REQUIRED FOR EFFECTE PERFORMANCE Experience Must demnstrate prven experience and ability t: Manage and supprt a variety f Netwrk Services Technlgy; Directly cmmunicate with senir managers frm a custmer service perspective using written and ral methds; Delegate wrk t thers; Develp the knwledge and skills f bth team members and individuals; Respnd t cmplaints; Maintain standards fr security f infrmatin; Prmte equality, diversity and Human Rights in wrking practices; Participate in meetings. Knwledge Must demnstrate prven experience and ability t: An extensive knwledge f Netwrk and/r Airwave technlgy; Netwrk Services Senir Analyst Page 4 f 8

5 Knwledge f natinal standards and legislatin regarding cmmunicatins infrastructure; Understanding f ITIL; Knwledge f Health and Safety issues relevant t the pst; Knwledge f internal financial prcesses. Skills Extensive supprt capabilities fr Netwrk Services technlgy; Excellent interpersnal skills with the ability t cnfidently interact and empathise with all levels f staff; Excellent presentatin skills; Flexibility t use a variety f supprting technlgies and t be innvative; The ability t wrk under pressure and be capable f balancing cmpeting demands and pririties; Prven track recrd in understanding the need f custmers/users; Gd cmmunicatin skills in rder t wrk effectively thrughut the rganisatin and with external cntractrs and suppliers; An understanding f the ITIL prcesses as they apply t the team and t the department as a whle; Ability t prduce management reprts, plicy dcuments and cmprehensive wrking papers including recmmendatins and implementatin f dcuments; Ability t negtiate and influence at a senir level within the rganizatin; Ability t cach and develp staff within the team; Ability t manage devlved budgets. Netwrk Services Senir Analyst Page 5 f 8

6 SKILLS FRAMEWORK FOR THE INFORMATION AGE As IT gets mre cmplex and pervasive there is an ever grwing need clearly t define, recruit and grw the skilled resurces that yu need. SFIA prvides a language that is the fundatin fr cnsistent, unambiguus and clear definitins f IT based skills. Primary SFIA Cmpetencies NTAS Skill Netwrk Supprt The prvisin f netwrk maintenance and supprt services. Supprt may be prvided bth t users f the systems and t service delivery functins. Supprt typically takes the frm f investigating and reslving prblems and prviding infrmatin abut the systems. It may als include mnitring their perfrmance. Prblems may be reslved by prviding advice r training t users abut the netwrk's functinality, crrect peratin r cnstraints, by devising wrkarunds, crrecting faults, r making general r site-specific mdificatins. V Desired Level Drafts and maintains prcedures and dcumentatin fr netwrk supprt. Makes a significant cntributin t the investigatin, diagnsis and reslutin f netwrk prblems. Ensures that all requests fr supprt are dealt with accrding t set standards and prcedures. RFEN Radi Frequency Engineering The deplyment, integratin, calibratin, tuning and maintenance f radi frequency (RF) and analgue elements f IT systems. Investigates and reslves system-wide fault cnditins using a wide range f diagnstic tls and techniques. Recnfigures equipment t circumvent temprary utages. ITOP IT Operatins The peratin and cntrl f the IT infrastructure (typically hardware, sftware, data stred n varius media, and all equipment within wide and lcal area netwrks) required t deliver and supprt IT services and prducts t meet the needs f a business. Includes preparatin fr new r changed services, peratin f the change prcess, the maintenance f regulatry, legal and prfessinal standards, and the mnitring f perfrmance f systems and services in relatin t their cntributin t business perfrmance, their security and their sustainability. Prvides technical expertise t enable the crrect applicatin f peratinal prcedures. Uses netwrk management tls t determine netwrk lad and perfrmance statistics. Cntributes t the planning and implementatin f maintenance and installatin wrk. Implements agreed netwrk changes and maintenance rutines. Identifies peratinal prblems and cntributes t their reslutin, checking that they are managed in accrdance with agreed standards and prcedures. Prvides reprts and prpsals fr imprvement t specialists, users and managers. Netwrk Services Senir Analyst Page 6 f 8

7 Secndary SFIA Cmpetencies CPMG Skill Capacity Management The management f the capability, functinality and sustainability f service cmpnents (including hardware, sftware and netwrk) t meet current and frecast needs in a cst effective manner. This includes dealing with bth lng-term changes and shrt-term variatins in the level f demand, and deplyment, where apprpriate, f techniques t mdify Desired Level Mnitrs service cmpnent capacity and initiates actins t reslve any shrtfalls accrding t agreed prcedures. Applies techniques t mdify demand fr a particular resurce r service. AVMT Availability Management The definitin, analysis, planning, measurement and imprvement f all aspects f the availability f IT services, including the availability f pwer. The verall cntrl and management f service availability t ensure that the level f service delivered in all services is matched t r exceeds the current and future agreed needs f the business, in a cst effective manner. Cntributes t the availability management prcess and its peratin and perfrms defined availability management tasks. Analyses service and cmpnent availability, reliability, maintainability and serviceability. Ensures that services and cmpnents meet and cntinue t meet all f their agreed perfrmance targets and service levels. Implements arrangements fr disaster recvery and dcuments recvery prcedures. Cnducts testing f recvery prcedures. CFMG Cnfiguratin Management The lifecycle planning, cntrl and management f the assets f an rganisatin (such as dcumentatin, sftware and service assets, including infrmatin relating t thse assets and their relatinships. This invlves identificatin, classificatin and specificatin f all cnfiguratin items (CIs) and the interfaces t ther prcesses and data. Required infrmatin relates t strage, access, service relatinships, versins, prblem reprting and change cntrl f CIs. The applicatin f status accunting and auditing, ften in line with acknwledged external criteria such as ISO 9000 and ISO/IEC 20000, thrughut all stages f the CI lifecycle, including the early stages f system develpment. Manages cnfiguratin items (CIs) and related infrmatin. Applies and maintains tls, techniques and prcesses fr identificatin, classificatin and cntrl f CIs and ensuring related infrmatin is cmplete, current and accurate. CHMG Change Management The management f change t the service infra-structure including service assets, cnfiguratin items and assciated dcumentatin, be it via request fr change (RFC), emergency changes, incidents r prblems, prviding effective cntrl and treatment f risk t the availability, perfrmance, security and cmpliance f the business services impacted. Assesses, analyses, develps, dcuments and implements changes based n requests fr change. Netwrk Services Senir Analyst Page 7 f 8

8 Attitude Psitive and ptimistic utlk; Open and hnest; Prblem slver; Able t delegate where apprpriate and target that delegatin t develp ther team members; A strng team player with a can d attitude; Self-mtivated with the ability t multi task and wrk well under pressure. Training & Educatin An IT related qualificatin ideally at a Degree r HNC level, r demnstrable specialist skills in an IT envirnment; ITIL Fundatin certificate f demnstrable skills that the ITIL principles are understd in the cntext f the rle. Special Circumstances The pst hlder must be able t wrk frm alternate lcatins in line with business need. Flexibility is required where rta management is required and/r extended hurs are prpsed. It is suggested that this rle requires a flexibility f apprach t wrking hurs. The pst hlder may be required t prvide ut f hurs availability fr which the apprpriate allwance will be paid. The pst hlder may be expected t wrk utside nrmal wrking hurs. Netwrk Services Senir Analyst Page 8 f 8