Senior Technical Analyst, Grade 8
Manchester City Council
Role Profile
Senior Technical Analyst, Grade 8
ICT Service, Chief Executives Directorate
Reports to: Appropriate ICT Manager
Key Role Descriptors:
This role will provide a high quality technical resource across the ICT service, maximising the availability and effectiveness of system operation in their specific field of operating platform, network, service or hardware device.
The role holder will assist in the implementation of software and hardware-based solutions and technical support projects in conjunction with other support staff.
The roleholder will ensure that an effective service is maintained to allow service users to access systems as determined by their needs and priorities.
The roleholder will be a subject matter expert offering technical support guidance and mentoring to IT staff across ICT.
Key Role Accountabilities:
Provide second and third level support within the area of responsibility, to include diagnosis and restoration of service.
Liaise with third party suppliers and support contractors and\or manufacturers as needed to escalate hardware or software incidents, problems or events.
Ensure that an effective technical support service is provided to both current and prospective users. The roleholder will undertake quality assurance, data management and the training of colleagues across the ICT Service.
Proactively monitor changes to systems and report outcomes to line management in order to ensure continuity of service to customers. The roleholder will ensure that the capacity and performance of the technical environment is adequate for demand.
Work with ICT colleagues to provide an effective response to incidents and problems, as required.
As required, on a rota basis, provide out of hours cover and across multiple teams and disciplines to meet demand.
Play a lead role championing the decimation and sharing of best practice, experience and knowledge by contributing to the ICT Service’s knowledge base and ICT training and development plans.
Participate in new and suggest new initiatives and improvements in service delivery and the use of technology to help MCC achieve its business goals, including suggesting improvements to processes and procedures.
Create and maintain high quality, clear documentation of processes, procedures, policies, configuration standards and support guides.
Participate in the delivery of projects and tasks, ensuring customers and ICT Service staff are fully aware of any changes implemented.
Have personal commitment to continuous self development and service improvement.
Through personal example, open commitment and clear action, ensure diversity is positively valued, resulting in equal access and treatment in employment, service delivery and communications.
Where the role holder is disabled every effort will be made to supply all necessary aids, adaptations or equipment to allow them to carry out all the duties of the role. If, however, a certain task proves to be unachievable, job redesign will be given full consideration.
Technical Analyst – Key Competencies and Technical Requirements
Behavioural Competencies
- Teamwork – Working together helps deliver the best outcomes.
- Customer Service – Putting customers at the heart of what we do.
- Delivery – Delivery of high quality services is at the heart of what we do.
- Change – Improving services and making the most of resources.
- Pride in Manchester – Demonstrating pride in our city.
Generic Skills
- Communication Skills – Is able to effectively transfer key and complex information to all levels of staff, adapting the style of communication as necessary and ensuring that this information is understood. Writes convincingly and clearly, succinctly and correctly, avoids the unnecessary use of jargon or complicated language; writes in a well structured and logical way and structures information to meet the needs and understanding of the intended audience.
- Analytical Skills –Ability to engage with stakeholders to identify information needs and to know how to go about obtaining the relevant information.
Ability to absorb, understand and quickly assimilate complex information and concepts and compare information from a number of different sources.
Ability to identify and assess risk informing decision making.
- Planning and Organising – Excellent time management skills, creating own work schedules, prioritising, preparing in advance and setting realistic timescales for own self and others. Has the ability to visualise a sequence of actions needed to achieve a specific goal and how to estimate the resources required.
- Project Management – Ability to manage change control procedures and ensure that project deliverables are completed within budget and timescales.
- Problem Solving and Decision Making – Ability to analyse situations, diagnose problems, identify the key issues, establish and evaluate alternative courses of action and produce a logical, practical and acceptable solution.
- ICT Skills: Skills to configure appropriate areas of technical support in a large organisation.
Skills to ensure the availability, integrity and searchability of information through the application of formal data structures and protection measures.
Technical requirements (Role Specific)
- Qualified to ITIL foundation, or willing to work towards.
- Qualified in the appropriate technical discipline for the team e.g. to at least one of the following: Microsoft: MCSE, MCSA, MCITP or MCTS; Red Hat: RHCE or RHCSA; Citrix: CCA, CCAA, CCIA, CCEE for core platforms or Cisco
- Experience of mentoring technical teams
- Excellent documentation and reporting skills
- In-depth knowledge and experience of the lifecycle (including procurement, testing, release, installation, configuration, deployment, management, support, documentation and disposal) of servers and associated software within a large multi-functional organisation