Title: Application Support Analyst Grade: 4 Reports to: Team Leader Application Support Number of Direct Reports: Nil

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1 Position Description Title: Application Support Analyst Grade: 4 Reports to: Team Leader Application Support Number of Direct Reports: Nil ReturnToWorkSA is responsible for insuring and regulating the South Australian Return to Work scheme. We provide insurance that protects South Australian businesses and their workers in the event of a work injury. Why is this role important to ReturnToWorkSA Responsible for providing services and support to people using RTWSA s applications and ensuring their quality and availability. Key Result Areas (KRA) Key Result Areas 1. Maintain existing applications and services throughout their life Perform required system maintenance activities including remedial maintenance, proactive maintenance and monitoring of application behaviour Contribute to the implementation of application improvements, including upgrades and enhancements to improve application warranty and utility Develop or contribute to detailed requirement documents, uses cases, functional and nonfunctional requirements (if appropriate) and impact assessments for system enhancements and defects 2. Administer and configure systems Undertake system administration functions including code and rate table maintenance, organisational changes, systems properties, checking batch job success or failure Configure systems as required Undertake application security management 3. Vendor liaison Effectively work with external vendors on system issue resolution activities, system upgrades, maintenance and enhancements Ensure appropriate vendor specifications are maintained for all applications Impact Provide applications and services which enable employees to succeed in their role Ensure applications are available, current and secure 4. Design applications and services Ensure vendors provide services as contracted

2 Elicit requirements and find solutions to problems using existing applications Assist in analysis and design of application programs Contribute to the design of applications and services Ensure compliance to SDLC Undertake basic cost benefit analysis and planning 5. Support testing of business applications Prepare and/or execute test scripts and test plans for applications that result in targeted testing for high risk areas and efficient testing for lower risk areas Contribute to the development of automated test scenarios for inclusion in the automated test library for regression testing in conjunction with the Automation Test Analyst System verification for complex systems changes to ensure the delivered functionality matches the initial business requirements Provide support to user acceptance testing activities including UAT coordination, organising business test resources, developing test data, defect management, forming testing recommendations and business approval 6. Respond to incidents and service interruptions Provide immediate and effective response to incidents and facilitate service restoration Contribute to problem response processes Work with internal and external resources to investigate, determine and implement a workaround to incidents if appropriate, and ultimately to find a resolution Provide customer updates, information and general customer support (e.g. ICTgo2s) Ensure existing applications are utilised to maximise return on investment Ensure risks to service availability are minimised Provision of robust, available systems that people rely on Page 2 of 5

3 Person Specification: Capability required in role Provide application support services Analytical and problem solving skills Vendor liaison and relationship building Process management Demonstrated by - Skills, knowledge, experience and qualifications Relevant tertiary qualification Experience supporting applications Experience administering one or more of the RTWSA business systems (e.g. Cúram, FinanceOne, Salesforce etc.) Experience maintaining production and non-production environments in a disciplined development and testing environment Understanding of SDLC principles, particularly release management and testing Knowledge of service management processes (ITIL) in the delivery of ICT application services General understanding of development and design technologies Experience in critical incident management processes, service restoration and problem resolution processes Ability to analyse business issues systematically, understand them and present application based solutions Ability to communicate technical ideas clearly and concisely Ability to gather and interpret information Ability to work closely with application support service providers to ensure appropriate, timely and effective service delivery Experience liaising with external vendors Contribute to process improvements through the ability to utilise methods for improvement (e.g. Lean, six sigma etc.) Compliance to TSS Service Delivery Lifecycle processes and procedures Individual Competencies Required Displays Personal The ability to act with integrity and courage, build trust and engage others Leadership on the delivery of team objectives Apply Professional I will draw on principles, experience, data, and other s views, to make wellinformed decisions in the best interests of the organisation and its Judgement customers and stakeholders. Plan and Organise I will set priorities; formulate a method or course of action for self and/or others to follow; plan appropriate allocation of resources. Deliver Great Service I will work from a customer perspective to deliver a positive customer experience; focusing on customers needs to drive the solution. Understand the business I will possess and use expertise and knowledge of the organisation, environment, insurance and regulation markets and customers to identify opportunities, risks and returns. Notwithstanding the above, other duties as required. Special requirements/conditions Work outside of normal business hours will be required On-call support may be required Page 3 of 5

4 Team Member Competencies Apply Professional Judgement I will draw on principles, experience, data, and other s views, to make well-informed decisions in the best interests of the organisation and its customers and stakeholders. Makes fair, consistent and appropriate decisions in line with the organisation s Vision and beyond the team s and individual needs. Makes decisions within authority/responsibilities that impact own area. Makes decisions in a timeframe appropriate to the task. Communicates decisions to those impacted by them (e.g. customers, team). Adopts appropriate decision making structures. Seeks other s input to include wider perspectives. Plan and Organise I will set priorities; formulate a method or course of action for self and/or others to follow; plan appropriate allocation of resources. Identifies priority of own tasks and/or activities. Effectively allocates own time to complete tasks. Establishes short term goals. Leverages available resources to complete work efficiently. Actively participates in regular team meetings to understand team priorities. Understands activity deadlines Avoids procrastination. Deliver Great Service I will work from a customer perspective to deliver a positive customer experience; focusing on customers needs to drive the solution. Understands and adopts the behavioural principles we expect our claims agents to demonstrate in order to provide great personalised service. Determines the needs of the customer by actively listening and questioning. Achieves timely and evidence based decisions with the customers needs front of mind. Suggests ideas to enhance customer experience. Prioritises tasks that have a direct customer impact. Shares information appropriately with customers. Provides face to face service (wherever possible). Acts professionally and holds self to account by delivering on service commitments. Adopts and embeds a service oriented approach to dealing with all stakeholders. Diagnoses customers true needs before jumping to solutions. Understand the business I will possess and use expertise and knowledge of the organisation, environment, insurance and regulation markets and customers to identify opportunities, risks and returns. Understands business objectives and key drivers. Appreciates impact of own role on business objectives. Can view issues and/or problems from the business and customer perspectives Identifies opportunities and risks within own role. Page 4 of 5

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