February 2014

Dear Applicant

Applications Support 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 1 side of A4 and your salary expectations. 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 emailed to or posted to the HR Team, Kensington & Chelsea TMO, The Hub, 292a Kensal Road London W10 5BE. We would suggest that you email your applications to us wherever possible, to avoid delays.

If you have any queries, please contact the HR team on 020 8964 6088 or via

We look forward to hearing from you.

Closing date for applications: Friday 7th March 2014

Interview: Friday 14th March 2014

Yours sincerely

Katherine Hyde

Senior HR Advisor

Contents

Page

About Kensington & Chelsea TMO3

Job description and person specification4-10

Structure charts11

Terms and conditions12

Press advertisement13

Further information about the KCTMO can be found at

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 2006.

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 2009. 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

Job Description

Job Title / Applications Support Analyst
Directorate / Department /
ICT – Housing Systems Support
Reports to /
Yvonne Williams
Job Purpose /
Responsible for administration, support of applications/tools associated with the delivery of housing services that include Capita Housing, OPEN Contractor, DRS (Optime) Total Mobile and interfaces
Salary / £24,600 - £33,300 + PRP
Grade / HMGN241
Hours / 36 hours per week (Monday-Friday)
Location / The 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.
  • To maintain 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. 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.
  • Undertake ICT related tasks involved in running the applications including operational system administration (maintain access and permissions, maintenance of system-wide data tables, etc.), scheduling and running TMO batch processes that incorporate Repairs Direct and housing management systems and associated supported applications and tools.
  • Responsible for carrying out all necessary analysis and diagnostic tasks associated with the Repairs direct systems, supporting applications, tools and associated interfaces. Providesolutions to errors and irregularities to ensure business continuity is maintained.
  • Liaising with 3rd party application suppliers regarding operational support issues. To provide 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.
  • Undertake routine tasks associated with the effective operation, control and management of the TMO applications.
  • 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.
  • 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 and updating them on 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.
  • 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

Job Title: Applications Support Analyst
Directorate / Department: ICT – Housing Systems Support
Criteria / Essential / Desirable / How identified*
Experience and Knowledge /
  • Good academic record with relevant professional qualification or to degree level
  • Must be fully conversant with the administration of an integrated housing solution. Ideally Capita OpenC and preferably have operational experience as an end user
  • Experience within a housing management organisation 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.
  • 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
/ A/I
A/I
A/I
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Skills and Personal Qualities /
  • Experience with integrated, modular housing system including administration, access & permissions control and batch processing. Preferably with Capita Housing and associated supporting tools that include Open Contractor, Opti Time, Total Mobile and their application interfaces.
  • Solid understanding of tenant management or leasehold management, general application software such as Microsoft Office suite of products including MS Project and Visio
  • Demonstrable experience of working with 3rd party support companies including logging & managing issues resolution and managing & reporting on supplier performance against an SLA
  • Knowledge of managing live, test and development application environments and the process of migrating application software from one environment to another
  • Good presentation skills and the ability to communicate effectively both orally and in writing
  • In-depth knowledge of Housing and EDM applications
  • 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 non-technical staff
  • Excellent oral and written 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 un-supervised
  • Personable - able to get on with business users and deliver effective training.

The KCTMO Way – Organisational Behaviours /
  • 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.

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Organisation Structure

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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 26 days per annum and28days 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 Scheme, which is a final salary pension scheme. The scheme provides for an employee contribution of either 5.9% on annual salaries from £15,801 to £20,400, 6.5% on annual salaries from £20,401 to £34,000 or 6.8% on annual salaries from £34,001 to £45,500. 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.

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.

Applications Support Analyst

Salary: £24,600 - £33,300

Location: Network Hub, Kensal Road

Working within a busy ICT environment, you will be responsible for the administration and support of the applications/tools that are associated with the delivery of the housing repair service. This includes Capita Housing, OPEN Contractor, DRS (Opti Time), Total Mobile and associated interfaces.

In this varied role, you will be responsible for monitoring operational processes, identifying system irregularities and finding solutions to ensure business services are delivered in an efficient and cost-effective manner. You should be self-motivated and able to work well under pressure in order to meet deadlines and targets.

This is an exciting and challenging role which provides numerous opportunities to be involved in the developments and improvements that support our services in an ever evolving organisation.

In return we offer excellent training opportunities, membership of the London 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 or contact 0208 964 6088.

Closing date: Friday 7th March 2014

Interviews: Friday 14thMarch 2014

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