RESTRICTED JOB SPECIFICATION. Mobile Operations Analyst. Mobile Operations Manager

Transcription

1 JOB SPECIFICATION FUNCTION JOB TITLE REPORTING TO GRADE WORK PATTERN LOCATION TRAVEL REQUIRED ROLE ID IT & Digital Mobile Operations Analyst Mobile Operations Manager TBA Full-time Birmingham Occasionally TBC MAIN PURPOSE OF ROLE The IT & Digital department is responsible for the force s adoption and use of information and digital technology. The department consists of three core functions as follows: Architecture Management (responsible for identifying and selecting the right technologies for the force) Delivery Management (responsible for delivering and implementing the right technologies for the force) Service Management (responsible for managing and maintaining all live, operational technology for the force) The Service Management function within IT & Digital is responsible for the effective operation, support and maintenance of existing, operational technology systems, including but not limited to all Force applications, technology infrastructure (e.g. servers, databases, networks) and end-user devices (e.g. desktop PC s, smartphones, tablets, Airwave terminals). This function manages, and has responsibility for, the security, capability, availability, and performance of all operational technology in the live environment whether it is delivered via internal resources or by external suppliers. This function is also responsible for ensuring existing technology remains fit-for-purpose and reflects continuously evolving requirements from the force. The Mobile Operations team within Service Management is responsible for facilitating and reporting on the successful operational use of the force s digital technologies (e.g. smartphones and digital channels), working closely with the wider organisation in order to ensure their maximum effectiveness. The initial focus of this team will be on the force s mobile technology, before also including other digital technologies (e.g. Body Worn Video, Digital Architect Page 1 of 8

2 Citizen Portal etc.). The Mobile Analyst, reporting to the Mobile Operations Manager, is responsible for facilitating the effective use of digital technology by: Developing and maintaining key performance indicators regarding the operational use of digital technologies; Providing insight to senior stakeholders (e.g. LPU Commanders) on the uptake and usage of digital technologies across LPUs, and identifying bottlenecks to performance; Ensuring outstanding communication and engagement is provided to users of digital technology via release documentation, presentations, roadmaps, s etc; Becoming a Subject Matter Expert, providing technical support and consultancy in the operational use and function of the force s mobile and digital technologies. Assisting with the co-ordination of day-to-day support activities within Service Management; Digital Architect Page 2 of 8

3 KEY RESPONSIBILITIES Develop and run a Management Information (MI) and Key Performance Indicator (KPI) dashboard for the force s use of mobile technology, with multiple views for both internal (IT&D) and external (LPU Commander, Benefits Manager) use; Develop and run a Management Information (MI) and Key Performance Indicator (KPI) dashboard for other digital technologies as required; Analyse performance information and customer feedback to develop insight on the uptake/usage and performance of mobile and other digital technologies as required; Provide the above insight to senior stakeholders via formal reports and presentations alongside recommendations for improved performance/usage; Assist the organisation s benefits management process by providing insight into whether or not the benefits of mobile technology (and others) are likely to be realized; Assess the ongoing user experience of the force s key digital technologies (e.g. smartphones) to identify areas for improvement; Maintain outstanding engagement with customers regarding digital technologies via various communication methods; Prepare support material for customers such as user guides, website material, FAQs and training material; Daily monitoring and authoring of responses and comms to customers via the Mobility mailbox; Assist with the resolution of mobile technology issues (for example by providing user guidance); Assist with the resolution of other digital technology issues; Provide insight to the IT & Digital development team regarding bugs, feature requests and general customer feedback for digital technologies; Provide support to the ongoing management of the mobility roadmap; Engage with customers to define and promote IT & Digital solutions; Carry out any other duties commensurate with the grading of the post as may from time to time be determined. CONTACTS Internal The postholder will have contact with: i. Other members of IT & Digital ii. iii. Police Officers Police Staff External The postholder will have contact with third party suppliers. The postholder will have contact with third party agencies. Digital Architect Page 3 of 8

4 SPANS OF CONTROL / FINANCIAL CONTROL Staff management responsibilities: None Budgetary responsibilities: Raise issues with the relevant budget (e.g. as part of a project) to the appropriate level; Assist with the identification of full-lifecycle costs for new or changed IT services. COMPETENCIES REQUIRED FOR EFFECTIVE PERFORMANCE Experience Must demonstrate proven experience and ability to: Design and implement Management Information solutions (e.g. reports); Design and implement Key Performance Indicators (e.g. dashboards); Analyse a variety of information performance data, statistics, customer feedback etc. to generate insight into what is helping performance and what is blocking performance; Maintain excellent customer communications through a variety of methods (written, oral, electronic); Represent and champion digital technologies such as mobility; Develop and maintain customer facing documentation (FAQs, user guides etc.) to the highest standards; Work across teams within a technical environment to aid the resolution of issues; Participate in, and chair, meetings; Promote equality, diversity and Human Rights in working practices; Maintain standards for security of information. Knowledge Extensive knowledge of mobile technology; Good understanding of other digital technologies such as social media, website, and body worn cameras; Extensive understanding of performance monitoring; Extensive understanding of KPIs; An understanding of benefits management; Good understanding of functionality, usability and user experience concepts, principles and standards as they apply to digital technology; Digital Architect Page 4 of 8

5 Understanding of future trends and how they might be applicable to West Midlands Police; Good understanding of waterfall and agile delivery methodologies; Understanding of the ITIL framework; Understanding of project management methodologies (e.g. PRINCE2). Skills Outstanding communication skills; Excellent ability to gather and assimilate information; Excellent ability to analyse and evaluate the user experience of digital technologies such as mobility; Strong analytical skills; Ability to produce management reports, policy documents and comprehensive working papers including recommendations and implementation of documents; The ability to assess information and provide insight to a variety of stakeholders; The ability to liaise effectively with customers in order to resolve issues; Excellent interpersonal skills with the ability to confidently interact and empathise with all levels of staff; Excellent presentation and written skills; Flexibility to use a variety of supporting technologies and to be innovative; The ability to work under pressure and be capable of balancing competing demands and priorities; Proven track record in understanding the need of customers/users; An understanding of the ITIL processes pertinent to this role; Ability to produce management reports, policy documents and comprehensive working papers including recommendations and implementation of documents; Ability to chair or take a lead role in meetings; Digital Architect Page 5 of 8

6 SKILLS FRAMEWORK FOR THE INFORMATION AGE As IT gets more complex and pervasive there is an ever growing need clearly to define, recruit and grow the skilled resources that you need. SFIA provides a language that is the foundation for consistent, unambiguous and clear definitions of IT based skills. Primary SFIA Competencies INAN Skill Information Analysis The validation and analysis of information, including the ability to discover and quantify patterns in data of any kind, including numbers, symbols, text, sound and image. The relevant techniques include statistical and data mining or machine learning methods such as rule induction, artificial neural networks, genetic algorithms and automated indexing systems. IV Desired Level Assesses the integrity of data from various sources (including, for example, from sensors & measurement systems). Applies a variety of analytical and presentational techniques, in consultation with experts if appropriate, and with sensitivity to the limitations of the techniques. INCA Information Content Authoring The planning, design and creation of textual information, supported where necessary by graphical content. This material may be delivered electronically (for example, as collections of web pages) or otherwise. This skill includes managing the quality assurance and authoring processes for the material being produced. IV Determines the documentation needs of users. Designs individual documentation plans. Creates drafts for review of information format and content. Organises the production and distribution of approved documentation items. Designs the content and appearance of complex information deliverables (e.g. web pages) in collaboration with clients/users. Creates and tests complex, well-engineered deliverables with specified content and layout. Manages the configuration of documentation items and files, within own area of responsibility. USEV User Experience Evaluation Assessment of effectiveness, efficiency, user satisfaction, health and safety, and accessibility to measure or improve the usability of new or existing products or services (including proto- types). Methods include user trials, expert review, survey, and analysis. IV Plans and performs all types of evaluation. Interprets and presents the results of evaluations. Digital Architect Page 6 of 8

7 Secondary SFIA Competencies BENM Skill Benefits Management Monitoring for the emergence of anticipated benefits (typically specified as part of the busi- ness case for a change programme or project). Action (typically by the programme management team) to optimise the business impact of individ- ual and combined benefits. VI Desired Level Identifies specific measures and mechanisms by which benefits can be measured, and plans to activate these mechanisms at the required time. Monitors benefits against what was predicted in the busi- ness case and ensures that all participants are informed and involved throughout the change programme and fully prepared to exploit the new operational business environment once it is in place. Supports senior management to ensure that all plans, work packages and deliverables are aligned to the expected benefits and leads activi- ties required in the realisation of the benefits of each part of the change programme. CNSL Consultancy The provision of advice and recommendations, based on expertise and experience, to address client needs. May deal with one specific aspect of IT and the business, or can be wide ranging and address strategic business issues. May also include support for the implementation of any agreed solutions. V Takes responsibility for understanding client requirements, collecting data, delivering analysis and problem resolution. Identifies, evaluates and recommends options, implementing if required. Collaborates with, and facilitates stakeholder groups, as part of formal or informal consultancy agreements. Seeks to fully address client needs, enhancing the capabilities and effectiveness of client personnel, by ensuring that proposed solutions are properly understood and appropriately exploited. Digital Architect Page 7 of 8

8 Attitude Positive and optimistic outlook; Motivated to see the Force succeed; Open and honest; Analytical thinker; A strong team player with a can do attitude; Self-motivated with the ability to multi task and work well under pressure. Training & Education An IT and /or Digital related qualification ideally at a Degree level, or demonstrable specialist skills in an IT and /or Digital environment; ITIL Foundation certificate or demonstrable skills that the ITIL principles are understood in the context of the role; Qualifications related to User Experience/Human Computer Interaction are desirable; Special Circumstances The post holder must be able to work from alternate locations in line with business need. Flexibility is required where rota management is required and/or extended hours are proposed. It is suggested that this role requires a flexibility of approach to working hours. The post holder may be required to provide out of hours availability for which the appropriate allowance will be paid. The post holder may be expected to work outside of normal working hours. Digital Architect Page 8 of 8