Job Description. Business Applications and Information Governance

Transcription

1 Job Description Job Title: Business Relationship Officer Post Number(s): Grade: Department: Section: Reports to: PO4 ICT Business Applications and Information Governance Business Relationship Manager PURPOSE OF ROLE Act as a "trusted advisor" and be the interface between LBH services/ partners and ICT to ensure that ICT projects are shaped around business need through reviewing their processes to fully exploit the ICT systems available to them. Support the business improvement and project management teams to provide a robust support mechanism for services to enable them to transform their service delivery and improved customer satisfaction through the greater use of ICT. KEY ACCOUNTABILITIES Corporate 1. To work effectively as part of the Council s Chief Executive Directorate, supporting corporate objectives through the work of ICT. 2. To promote a philosophy of putting service user needs first at every opportunity and to put in place management arrangements that work to action this. 3. To work with other officers across the organisation to ensure services are integrated at the point of delivery and identify new opportunities for business efficiencies. 4. Participate in the Council s emergency planning and responses to emergency situations when required to do so. 5. To adhere to the Council s Staff and Customer Charters. 6. To assist in the conduct of elections when required to do so.

2 Functional 1. Be the main liaison between ICT and business areas. The post holder will need to have a strong understanding of service requirements and their business systems to support flexible and joint working and online service delivery; 2. Support the Business Relationship Manager and Project Managers to ensure that ICT systems are effective, efficient and shaped around the needs of the business and encourage their wider use; 3. Identify changes in business requirements or systems which maximise the return on the investment in ICT systems; 4. Support the business areas in the delivery of their ICT projects to time and budget, managing the full life cycle from inception to implementation; 5. Incorporate new business opportunities in a way which to maximises the return on the investment in ICT systems; 6. Assist in production of committee reports and briefing papers to officer groups; 7. Work closely with services to understand their business objectives and be the main link between services and ICT to ensure technology solutions meet business need and are fully exploited; 8. Take part in business process reviews/re-engineering of existing provision when harmonising/implementing new business systems to ensure they are fully exploited; 9. Co-ordinate and ensure delivery of changes as a result of process reviews to the new way of working, data preparation and data transfer; 10. Plan and project manage use and roll-out of corporate software solutions as directed by the Business Relationship Manager and/or Project Managers; 11. Provide support and advice to system owners on the management of data, delivering training/workshops on system administration and user functionality; 12. Work as part of a team to ensure systems administration is consistent and coordinated, specifically upgrade planning application control and change management; 13. Supports the delivery of savings and makes recommendations where cost savings can be achieved with plans on how that can be implemented; 14. Identifies training needs which support smarter working and to enable users in becoming self-sufficient; 15. Build and maintain an up to date library of documentation which details the functional specifications, benefits realisations plans and training plans for all service areas; 16. Works actively to achieve cost savings to support the medium term budget and which are over and above the savings targets for ICT; 2/6

3 17. Regularly deputises for the Business Relationship Manager and supports the service planning process; 18. Works effectively as part of the Council s Chief Executive Directorate, delivering corporate objectives through the work of ICT; Responsible for: N/A KEY PERFORMANCE INDICATORS 1. Excellent Customer Feedback on Business Improvement team s performance, knowledge and behaviours in training and process improvement reviews; 2. Successful delivery of ICT Roadmap programmes and projects through the provision of timely process analysis and technical/process training; 3. Evidence of coaching others in use of key lean and continuous improvement tools & techniques, measured by informal and formal customer feedback and visible improvements to process improvements and increased use of ICT solutions; 4. Work successfully with managers to obtain buy-in, scope projects and agree deliverables; 5. Exceed target identified benefits across four key categories: a) Cashable benefits, b) Efficiency savings, c) Income Generation and d) Customer Experience. KEY RELATIONSHIPS (INTERNAL AND EXTERNAL) All users including Elected Members External customers ICT teams Supply chain / procurement and commercial team ICT Senior Leadership Team, Chief Executive and Directors and Managers All services within LBH and their partners Commercial partners 3/6

4 COUNCIL STANDARDS Equal Opportunities: The Council has a strong commitment to achieving equality of opportunity and expects all employees to implement and promote this in their own work. Health and Safety: The Council is committed to a healthy and safe working environment and expects all its employees to implement and promote its policy in all aspects of their work. Confidentiality: The Council is committed to maintaining privacy of all its staff and customers. It expects all staff to handle all individuals personal information in a sensitive and professional manner. All staff are under an obligation not to gain access or attempt to gain access to information they are not authorised to have. SIGNATURES Name of Line Manager:. Signed. Dated.. Name of Post holder:.. Signed. Dated... The duties of this post will change and develop over time. It is the manager s responsibility, in conjunction with the post holder, regularly to review this document and amend it when necessary. It is important that job descriptions are regularly reviewed and updated. Regular reviews should take place at appraisal meetings and exit interviews. These reviews would not normally require a job evaluation of the grade. Only significant changes or the addition of significant new responsibilities would require an assessment by Human Resources of the need for a re-evaluation of the grade. 4/6

5 KNOWLEDGE AND EXPERIENCE Employee Specification 1. A minimum 2 years supporting services and ICT to deliver ICT projects with emphasis on benefits realisation; 2. Evidence of delivering new ways of working and working smarter through better use of technology and change management techniques; 3. Able to demonstrate experience of matrix management, building internal and external relationships; 4. Good Working knowledge of local government, the services delivered by London Borough of Hounslow and the current pressures facing the sector, the dynamics with third sector partners as well as the political environment within which services are delivered; 5. Good working experience of smarter working, harnessing technology to allow staff to work anywhere, anytime and the business benefits that delivers including customer improvements; 6. Knowledge of information governance within a Local Government setting; 7. Knowledge of working with a variety of stakeholders, demonstrate the ability to mitigate between different agendas, resolve conflicts and achieve positive outcomes especially in respect of benefits realisation and improved customer services; 8. Good working experience translating business needs into a technology offer. SKILLS & ABILITIES: 1. Able to good judgment to analyse situations and awareness of ICT and a good understanding of direction of travel for LBH services; 2. Tenacity and drive, with a proven ability to identify pragmatic and imaginative solutions; 3. Taking responsibility for ensuring effective communication; 4. Investing in own development and increasing self-awareness; 5. Taking ownership and responsibility for work standards and focusing on outcomes; 6. Modelling effective and productive team working; 7. Strong customer management skills and able to influence key stakeholders in order to gain traction and buy in for business change; 5/6

6 8. Manage multiple tasks of varying degrees of complexity; 9. Explain complex technical issues in a simple to understand way at all levels of the organisation; 10. Rethink solutions where time pressures or cost restrictions means that a change in scope is required; 11. Ability to produce good quality written reports and data visualisation; PERSONAL STYLE AND BEHAVIOURS: 1. Demonstrates all activities and actions are shaped around customer need and support the delivery of high quality, value for money ICT services; 2. Works positively with colleagues in the team and across the organisation to ensure consistent good practice; 3. At all times respects the confidentiality and the dignity of others; 4. Acts professionally at all times in terms of behaviour, time keeping and meeting work deadlines; 5. Strong levels of personal motivation and resilience; 6. Flexible attitude to team working; 7. Able to act on their own initiative after receiving appropriate direction. QUALIFICATIONS Essential Degree level qualification or good working experience in and ICT, customer focussed or change management role; Desirable A qualification or demonstrable experience in lean systems thinking. 6/6