Application Support Analyst

Transcription

1 Application Support Analyst GROUP Corporate Services REPORTS TO Information Services Team Leader ROLE PURPOSE The Application Support Analyst is responsible for the ongoing support, administration and upgrading of Council's corporate applications. Those core applications include but are not limited to Financial, Property and Land Information, Asset Management, Project, Record and Document Information and Library systems. COUNCIL S VISION The Coromandel will be New Zealand's most desirable place to live work and visit. COUNCIL S MISSION We will deliver quality, affordable services and facilities to ratepayers, residents and visitors to the Coromandel through responsible and innovative leadership by elected members and staff and through the empowerment of our communities. We will do so while managing the balance between social, economic, cultural and environmental considerations of our district.

2 KEY RESULT AREAS Area of Responsibility Application Support Direct responsibility over one or more applications, but will also hold a working knowledge of the whole application suite, to provide back-up coverage when required. Ensure corporate applications are highly available and security and user rights are correctly configured Ensure new users are added within agreed time frames and with appropriate security and user rights and in accordance with IS policies Maintain corporate application standard operating procedures for each application (including testing requirements). User Support Provide assistance to Key Users and Module Owners who require support in operating the corporate applications. Ensure timeframes and priorities for user support are negotiated with the user and managed, and the user is fully informed of progress towards addressing support calls. Ensure application support is always available during business hours. Provide assistance in the production and generation of reports. Identify opportunities for improvement in the use of the applications to the Key Users and Module Owners. Identify internal User Groups and holding regular meetings. Participate in external user groups and newsgroups. System Administration Ensure corporate applications operating parameters are set correctly to meet users' needs and in consultation with application vendors Liaise with technical providers and the architecture team to ensure software, infrastructure and networks required for corporate applications are functioning correctly Maintaining specialist knowledge of core systems. Assist in the implementation of new or replacement applications from time to time. Implementation Projects Review and document application user requirements in conjunction with the business analyst. Involvement in gap analysis and future state development Ensure any known errors are identified in the software and advised to either the Project Manager or Technical Lead. Work with the vendor (where appropriate) to migrate data.

3 Area of Responsibility Application Testing Testing of applications and handover from project to business as usual Ensure the timetable for planned application upgrades is published on an annual basis and agreed with the IS Team Leader, CIO and Chief Architect so it can feed into budget requirements. Develop acceptance testing plans for all application upgrades and pipeline projects. Ensure all acceptance testing is performed by the business and signed off by the key users and module owners. This is for upgrades and new projects. Ensure all upgrades and new software is loaded into a testing environment which is appropriate to ensure testing is relevant. Ensure all changes to test and production environments are undertaken with appropriate communication with the business and other technical support. This also includes ensuring correct process is undertaken around requirements for the change advisory board and project methodology Ensure all upgrades are undertaken when resources are available from the Ensure vendor if appropriate. Ensuring application upgrade plans will be developed including go/no go and return to previous version milestones and will be approved by the CIO, IS Team Leader and Chief Architect Ensure corporate application upgrades occur and issues are resolved within an acceptable timeframe. Training Involvement in Project UAT and System Training Responsible for ensuring Service Desk Analyst is kept informed of upcoming project training and supported through the requirements Relationship Management Customer Focus Organisational Support Establish and foster sound professional relationships, and promote a culture of innovation with Council s key stakeholders. Ensure services are delivered in an effective and customer focussed way, and that effective working relationships are maintained with key stakeholders. Participates in Emergency Management activities. Approved procedures, information systems and policies are documented and complied with. Develop and maintain professional knowledge and contacts. Participates in Council's performance development programme

4 Area of Responsibility Occupational Health and Safety Take all reasonably practicable steps to ensure your own safety, and to ensure that you do not cause harm to any other person by your actions or inaction. Demonstrate a personal commitment to Health and Safety in accordance with TCDC s Health and Safety Policy. Hazards are identified and control measures followed. Work-related accidents, incidents and illnesses are reported. Emergency Procedures are followed. Actively participates in improvements to, and on-going management of health and safety in the workplace. Personal protective equipment is worn/used correctly, including as required to comply with requirements of contractor controlled work sites. Safe work practices are demonstrated. VALUES I make it happen with integrity, innovation and team work DELEGATIONS Direct Reports 0 Financial 0 Warrants Required: No

5 COMPETENCIES A successful Application Support Analyst at TCDC will demonstrate the following competencies: Organisational awareness; Recognises and uses formal structure, rules, processes, methods or policies to accomplish work. Actively supports the organisation's mission and goals. Systems and procedures proficiency; Assists internal and/or external customers with technical requests in regards to systems and procedures. Proactively uses technical processes to provide efficient services and to develop innovative solutions or process improvements. Managing relationships; Responds and relates well to people in all positions, inside and outside the organisation or field of expertise, and builds constructive and effective relationships. Teamwork; Holds self accountable for the delivery of individual and team outcomes. Is a mentor and serves as a role model for others within the team. Decision making and problem solving; Probes appropriate sources for relevant information and answers to key questions; demonstrates persistence and skill in gathering information. Understands levels of inclusion necessary for ownership and effective action. Uses a combination of logic, analysis, experience, wisdom, and advanced methods to make sound, timely decisions and to solve problems. Demonstrates the ability to solve difficult problems; creates effective solutions. Communication; Uses plain talk to explain complex or technical concepts. Varies content, style, and form to suit the subject, purpose and the needs of a diverse audience. Integrity and trust Empathy; Acts positively to address concerns, and/or differing points of view held by others. Understanding needs and meeting expectations; Builds and maintains effective relationships with stakeholders and gains their trust and respect Acts with stakeholders in mind and considers customer service of paramount importance. Time management; Thoughtfully plans their schedule and skilfully discriminates between the urgent and the important, often accommodating a broad time frame. EXPERIENCE / QUALIFICATIONS Public Sector/Local Governance experience is desirable ITIL certification and/or practical experience of ITIL aligned Service Management Desirable: Tertiary qualification in Information Technology/Computer Science or a related field Experience in working with a range of corporate technologies At least 3 years in a related role. Training experience. Experience in writing technical documentation. Familiarity with a major operating system and relational database.