POSITION DETAILS. ORGANOGRAM (Adjust as necessary. Include line manager, line manager s manager, all subordinates and colleagues. Include job grades)

Transcription

1 HR191 JOB DESCRIPTION NOTES Forms must be downloaded from the UCT website: This form serves as a template for the writing of job descriptions. A copy of this form is kept by the line manager and the job holder. Position title Job title (HR Practitioner to provide) Job grade (if known) Academic faculty / PASS department Academic department / PASS unit Division / section Manager Office of the Registrar Student Systems Date of compilation 30 December 2015 POSITION DETAILS ORGANOGRAM (Adjust as necessary. Include line manager, line manager s manager, all subordinates and colleagues. Include job grades) SSS Organogram Director: Student Systems PC13 Data Quality Manager: Student Administrative System PC12 This Position Manager: Student Systems Business Analyst Administrator PC8 Administrator PC8 13 October 2015 Page 1 of 5 HR191

2 PURPOSE The main purpose of this position is to develop, provide and maintain the full spectrum of end user support functions and underlying processes to all users of software systems associated with student administration. This includes training, documentation, first line support, functional security, user take on and maintenance, and coordination of functional testing of major system changes, including functional updates. 13 October 2015 Page 2 of 5 HR191

3 Key performance areas (4 6) (What) % of time spent JOB CONTENT Activities / Objectives / Tasks (How) Results / Outcomes (Why) 1 STAFF MANAGEMENT 15 Manage the end user support team via objective setting and review, and coordinate activities of Superusers. Monitor and mentor helpdesk staff members Monitor and mentor Helpdesk staff by holding weekly meetings with trainers and monthly review meetings based on monthly reports Team has clear objectives which are reviewed periodically Business processes for functional support are in place and documented 2 DOCUMENTATION 15 Ensure provision of accurate and complete end user documentation, and participate in this provision User documentation is complete, up to date and accessible. Users know where and how to access support documents Format and structure of all documentation is uniform, containing specific outcomes A training plan for each major area exists, office managers are aware of the plan 3 TRAINING 20 Ensure timely delivery of comprehensive end user training, and participate in training design and delivery Approach to and design of training is reviewed Assist in the development of Superusers and make use of Superusers in Academic Administration training 4 COMMUNICATION VIA WEB SERVICES 15 Deliver communication to end users of Student Systems section s web pages Available tools are used to ensure that student system related communication reaches users in good time 13 October 2015 Page 3 of 5 HR191

4 5 FUNCTIONAL SECURITY 10 Provide functional security to enable trained users to perform those parts of their jobs that rely on student system access a) each training course is mapped to PS security role/s b) user access is provided within 72 hrs of training course c) Reviews of training courses and associated security are done if required by the business d) Review security processes - 6 monthly security review process - coordinate the communication with office managers and consolidate security changes arising from this review. e) Update security review document f) Investigate option of processing sign off forms on ServiceNow 6 FIRST LINE SUPPORT 10 Coordinate functional support via a helpdesk function Helpdesk is in place and operates during working hours Staff are trained and current in PS support Calls are managed effectively 7 COMMITTEE & SUPPORT 5 Committees and projects Keeping up to date with end user support issues 8 CHANGE REQUEST PROCESS 10 Ensure the involvement of the trainers in the CR process This includes: participation of trainers in meetings during the CR development process, arranging the UAT, documenting the changes. Coordination of UAT for Bundles, upgrades and other technical changes 13 October 2015 Page 4 of 5 HR191

5 MINIMUM REQUIREMENTS Minimum qualifications Minimum experience (type and years) Bachelors degree or equivalent 4 years relevant work experience in training and/or higher education Experience in overseeing and delivering system support for end users High level of computer literacy, and a good understanding of the components and architecture of information systems Proven ability in the major aspects of training, including the production of training materials Excellent communication skills COMPETENCIES Competence Level Competence Level Interpersonal skills 3 Communication 3 Time management 3 Organizational skills 3 People management 3 Resource management 3 AGREED BY PRINT NAME SIGNATURE CONTACT NO. DATE Job Holder Line Manager HOD. 13 October 2015 Page 5 of 5 HR191