September Dear Applicant. Housing Systems Analyst

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1 September 2014 Dear Applicant Housing Systems Analyst Thank you for your interest in the above role. Enclosed is the information you will need to assist you in completing your application. To apply for this role you must submit your current CV along with a supporting statement no longer than 2 sides of A4. It would also be helpful if you would complete the equal opportunities monitoring form. It is not mandatory to complete this, and the information is requested purely for equal opportunities monitoring purposes, in line with our commitment to equality and diversity. Applications should be ed to jobs@kctmo.org.uk or posted to the HR Team, Kensington & Chelsea TMO, The Hub, 292a Kensal Road London W10 5BE. We would suggest that you your applications to us wherever possible, to avoid delays. If you have any queries, please contact the HR team on or via jobs@kctmo.org.uk We look forward to hearing from you. Closing date: 6 October 2014 Interview: 9 or 10 October 2014 Yours sincerely Rachel Martinez Senior HR Administrator

2 Contents Page About Kensington & Chelsea TMO 3 Job description and person specification 4-9 Structure charts 10 Terms and conditions 11 Press advertisement 12 Further information about the KCTMO can be found at

3 About Kensington & Chelsea TMO The TMO was formed in 1996 when the Royal Borough's tenants and leaseholders voted to take over the management and improvement of their own homes. We were the first borough-wide tenant management organisation in the UK and the only tenant led ALMO - a not for profit company providing landlord services to almost 10,000 homes in Kensington and Chelsea. We employ about 200 staff in offices situated around the Borough and were awarded three stars excellent prospects by the Audit Commission in Over the last few years the TMO has undergone change in relation to its Constitution and Board, and more recently, in relation to the Executive Team. A new Chief Executive, Robert Black, joined the TMO in May Robert is committed to developing and continuously improving the TMO, in partnership with the TMO Board, residents, staff, the Royal Borough of Kensington and Chelsea (RBKC) and a range of external stakeholders to ensure that the TMO makes a real difference by providing excellent services and value for money. This is an exciting time to join the TMO and to help shape the organisation in its aim to become the best social housing landlord in London. Further information on the TMO can be found at

4 Job Description Job Title Housing Systems Analyst Directorate / Department Reports to ICT Housing Systems Support Housing Systems Manager Job Purpose Salary The post holder will be a reliable, methodical, enthusiastic individual, able to manage the operational aspects of business applications, provide proactive support for the business users of the housing applications and provide appropriate training within the business. The post will include: scheduling batch processes, administering security and system-wide data, consulting with the business on the most effective use of the applications, delivering application training to end users and train the trainer instruction to module leaders, ensuring that business services are delivered in an efficient and cost-effective manner. The post holder will also be required to provide second and third line technical support to the ICT Services Desktop team and end users as required. The post holder will also be responsible for assisting with implementation, testing and release of all new associated housing software upgrades. This will also include providing supporting documentation for working practices and procedures. 26,700 to 36,100 per annum + benefits Hours 36 hours per week (Monday- Friday) Location Network Hub Unit A, Kensal Road, London W10 5BE Responsibilities Provide escalation support to the ICT Services Desktop team, assisting them in making effective use of the technology services available, providing documentation on solutions, ensuring diagnostic information is provided for error resolution and incident analysis. This will also include providing an effective interface between the Desktop Services team and specialist 3rd party technology service providers. Responsible for maintaining a list of applications skills required by the various user roles that will use the application within the TMO and matching these skills to the training courses available for the application. The post holder will be responsible for meeting the training needs for application module leaders within the business (Train the Trainer) so that they can provide end user training to application users. Responsibility for undertaking ICT related tasks involved in running

5 the applications including operational system administration (including maintaining access and permissions, maintenance of system-wide data tables, etc) and scheduling and running TMO batch processes in the housing management system and those associated with the subsidiary company Repairs Direct. Liaising with 3rd party application suppliers regarding operational support issues. Providing an effective interface between the wider ICT team and 3rd party application providers, providing effective documentation, ensuring diagnostic information is provided for error resolution and incident analysis; producing written manuals & documentation as required Responsible for undertaking routine tasks associated with the effective operation, control and management of the TMO and Repairs Direct applications by carrying out these tasks effectively and on-time Responsible for keeping abreast of new releases & improvements to applications and, where appropriate, specifying enhancement requests and bug fixes (either directly or through organising TMO business users to provide feedback) for consideration by application providers. The post holder will work with senior users through internal user groups to develop sufficient expertise in the applications to get the most out of the application and maximise the business benefit through its use. Provide advice, guidance and training on technical application matters to the ICT team as well keeping the ICT team updated on upgrade projects and general issues. Provide instruction and training to 1st line technical support staff and the wider ICT team where required. This will include familiarisation training in the execution of routine maintenance tasks, particularly those relating to malfunction, safety and security. The post holder will be required to work flexibly from time-time, as may be required by the Housing Systems Manager. This will be based around the requirements of providing and supporting a technically complex applications. The post holder will develop sufficient expertise in the applications to act as the main resource who will work with the business to get the most out of the application and maximise the business benefit through its use. Person Specification

6 Job Title: Housing Systems Analyst Directorate / Department: ICT Housing Systems Support Criteria Essential Desirable How identified* Experience and Knowledge Must have good academic record, preferably with relevant professional qualification or to degree level Must be fully conversant with the administration of an integrated housing solution. Ideally Capita Housing and preferably have operational experience as an end user Must have experience within a housing management organisation with specific knowledge of how computer applications can be applied for the benefit of the business Demonstrable experience of working as a key contributor with technically complex ICT projects Demonstrable experience of general ICT systems, technical solutions development, testing and systems implementations, including document management control Familiar with logging system faults with third party suppliers and managing such faults through to resolution.

7 Must have experience in developing training plans and training material for application training and demonstrate an ability to deliver training courses on the operational use of business applications Solid understanding of and experience with integrated, modular housing system including system administration, access & permissions control, and batch processing. Preferably with Capita Housing, using Unix and SQL Solid understanding of or experience of tenant management or leasehold management Solid understanding of general application software such as the Microsoft Office suite of products including MS Project and Visio Demonstrable experience of working with 3rd party support companies. This must include logging & managing issues resolution and managing & reporting on supplier performance against an SLA Solid understanding and knowledge of managing live, test and development application environments and the process of migrating application software from one environment to another

8 Skills and Personal Qualities Good presentation skills and the ability to communicate effectively both orally and in writing In-depth knowledge of Housing and EDM applications and how they should be used by the business. The post holder must be able to translate this knowledge into operational training material that is useful and relevant to the business. Methodical person who documents all actions, with attention to detail. Good analytical thinker Attention to detail Ability to understand and communicate complex technical issues efficiently to nontechnical staff Excellent customer focus Excellent time management, proactive and self-motivated Excellent oral and written and communication Able to develop and build long term relationships with suppliers, partners and team members Ability to work confidently and accurately under pressure Ability to take a structured and effective approach to work Design, plan, and execute work to time, cost, and quality targets Ability to work unsupervised Able to be effective working across different

9 The KCTMO Way Organisational Behaviours departments Able to contribute new ideas Personable - able to get on with business users and deliver effective training. Listens to others seeks to listen first and question to gain clarity before acting. Plans and organises work plans effectively so exceeds targets and is self-organised. Drives for results and commitments shows a strong commitment to making service improvements and a determination to achieve positive service outcomes for customers. Problem solves drives for outcomes rather than focussing on problems, proactive to resolve issues and avoids escalation. Shows team working focus shows commitment to working with others and across teams to achieve results together, respecting and valuing each other. Shows customer focus driven to provide excellence in service and seeks to meet the needs of customers, seeks to engage residents and involve them. * - Key A = Supporting Statement I = Interview T = Test

10 Organisation Structure Chief Executive Company Secretary Executive Director of People and Performance Executive Office Manager Executive Director of Operations Executive Director of Financial Services and ICT Performance Manager Director of Assets and Regeneration Head of Supported Housing Director of Housing Health, Safety and Facilities Manager Project Manager Head of Capital Investment Team Leader Supported Housing Head of Neighbourhood Management North Assistant Director of Financial Services Assistant Director of HR Head of Communications Head of Investment Strategy Head of Contract Management Head of Neighbourhood Management South Head of Customer Servicess Head of ICT Assistant Director of Home Ownership Resident Engagement Manager Environmental Services Manager Principal Project Accountant Policy and Improvement Manager

11 Terms and Conditions Salary You will be paid monthly - on the 15th of the month - and your pay is to be credited to your bank or building society. Hours A 36 hour week is worked, Monday Friday, but you will be expected to work the hours necessary to discharge the duties of the position. Annual leave Your annual leave is dependent upon your conditions of service and length of continuous service. The annual leave for this position is 28 days per annum and 30 days after 5 years service. Probation All employees have a standard probationary period of six months. Season Ticket Loan Interest-free season ticket loans are offered from six months service, which are paid back in monthly instalments through the payroll. Pension Scheme The TMO is an admitted member of the Local Government Pension Care Scheme. The scheme provides for an employee contribution of either 5.5% on annual salaries up to 13,500, 5.8% on annual salaries from 13,501-21,000, 6.5% on annual salaries from 21,001-34,000 or 6.8% on annual salaries from 34,001-43,000. An additional contribution is payable by the employer. Other benefits Access to a health scheme, modern working environment and a range of learning and development activities.

12 Advertisement Kensington and Chelsea TMO is the first borough-wide housing organisation to give residents a say in the management of their homes. With nearly 10,000 properties, and a clear commitment to improving our services, we are looking for talented people who share our vision for the future. Housing Systems Analyst Salary: 26,700 to 36,100 per annum + benefits Location: The Network Hub Unit A, Kensal Road, London W10 5BE We are currently looking for a Housing Systems Analyst to join our ICT department based in London. You will be responsible for managing business applications and providing support and training across the group. We are looking for the successful candidate to provide 2nd and 3rd line service desk support and assist with the implementation, testing and release of new housing software upgrades. The successful candidate for this position will have previous ICT experience and ideally hold a professional qualification. You will have operational experience within a housing management organisation and of providing technical solutions. We are looking for the ideal candidate to have experience of logging system faults and must have a solid understanding of general applications such as Microsoft Office suite. Methodical and analytical you will have the ability to work under pressure and have a personable nature to communicate with others effectively. In return we offer excellent training opportunities, membership of the local government pension scheme and season ticket loan (after a qualifying period). For an information pack please log on to our website and click on jobs. Closing date: 6 October Interview: 9 or 10 October The TMO is an equal opportunities employer No Agencies Please 12