JOB DESCRIPTION
Job Purpose
The postholder is responsible for managing the ongoing technical feasibility and acceptability of a range of EdIS/C2k services being delivered in conjunction with public and private sector partners. This includes delivering effective integration across the service and with external agencies and suppliers to achieve seamless data management.
The postholder will keep pace with Education Technology Services trends and developments and advise EdIS/C2k senior management through line managers on applicability and potential service benefits. The postholder will manage and participate in the delivery of Education Technology Services support services and provide EdIS/C2k consultancy to senior management, schools, educational bodies and other EdIS/C2k colleagues, both technical and non-technical.
Project management duties may include leadership of a team of skilled Technical Support Officers (TSOs) and supervision of contractual workers on an ad-hoc basis when commissioning, sign-off and acceptance testing of new MIS/EdIS/C2k systems.
The postholder is responsible for preparing and delivering technical training and support to schools and EdIS/C2k staff. They contribute to the overall implementation, service delivery and development strategy of EdIS/C2k and are proactive in managing technical issues to meet demands, prioritisation, helpdesk calls, upgrade targets and quality thresholds within tight deadlines.
Main Duties
1. Support
2. Be responsible for the technical integrity and security of school systems;
3. Supervise and contribute to the installation, technical maintenance and upgrade of LAN and WAN services within EdIS/C2k guidelines and standards;
4. Supervise and contribute to the installation, maintenance and upgrade of business-critical software within EdIS/C2k guidelines and standards, including MIS and related third-party software (eg payroll, library management) used for pupil and staff administration;
5. Deliver effective training to school and EdIS/C2k staff on technical issues within guidelines and standards;
6. Provide remote and on-site support to schools, including management of helpdesk services and infrastructure consultancy where appropriate;
7. Manage technical helpdesk calls as required by EdIS/C2k and provide first-line support to TSOs for problem solving and diagnosis;
8. Provide system customisation within EdIS/C2k guidelines;
9. Provide technical support to EdIS/C2k colleagues as required.
10. Research and Development
11. Develop and manage mechanisms for ongoing design concept testing including procurement and pre-commissioning testing;
12. Develop, test and quality-assure software upgrades required by EdIS/C2k;
13. Research network and data faults reported by schools and address them appropriately;
14. Develop innovative solutions and provide expert help to colleagues and schools;
15. Research and source software, hardware and consumables from suppliers to support service delivery;
16. Plan pilot schemes and identify suitable parties; liaise with participants to resolve implementation issues promptly;
17. Develop, implement, maintain and support EdIS/C2k administration and training systems;
18. Contribute to development and support of the Northern Ireland Wide Area Network infrastructure and EdIS/C2k corporate communications infrastructure;
19. Develop training materials as required by EdIS/C2k and schools.
20. Supervisory Management
21. Direct and supervise Technical Support Officers across locations;
22. Prioritise workloads and set benchmarks to meet deadlines;
23. Implement induction plans and provide ongoing professional evaluation and development;
24. Conduct skills audits and share best practice where applicable;
25. Assess resources required to meet targets and manage staffing resources with the Support Manager and Service Delivery Manager;
26. Ensure all Helpdesk calls are assigned to TSOs and that responsibilities for urgent calls are understood;
27. Maintain adequate and timely information for hardware and software inventory.
28. Quality Assurance
29. Monitor and provide quality assurance for installation, network security, acceptance testing and benchmarking services;
30. Develop and review security, anti-virus and backup policies and ensure implementation to best practices;
31. Ensure progression of software upgrade planning, design, testing, QA and implementation;
32. Produce and share best-practice procedures for EdIS/C2k systems and training solutions.
33. Cross Project Activities
34. Liaise with external agencies and third-party service providers;
35. Represent technically on cross-project meetings;
36. Provide advice and guidance on training materials for schools and in-house EdIS/C2k training courses.
37. Customer Care
38. Manage technical resources to meet targets and quality thresholds, ensuring effective day-to-day operation of EdIS/C2k systems in schools and high customer satisfaction;
39. Liaise with schools, educational bodies and third parties to ensure high-quality support and continuity of service;
40. Manage technical complaints from schools or TSOs, investigate and report to the Support Manager as appropriate.
41. Project Management
42. Develop in consultation with the Support Manager the planning, sequencing, timetabling and delivery of the EdIS/C2k service;
43. Deploy technical staff in line with the EdIS/C2k high-level plan;
44. Coordinate and supervise a team of multi-skilled TSOs as required.
45. General
46. Undertake any other duties as required by EdIS/C2k.
This job description will be reviewed in light of changing circumstances and is not intended to be rigid or inflexible. It provides guidelines within which the individual works. In accordance with Section 75 of the Northern Ireland Act (1998), the post-holder is expected to promote good relations, equality of opportunity and pay due regard to equality legislation at all times. To view the summary of terms and conditions for this post, click here.
PERSON SPECIFICATION
NOTES TO JOB APPLICANTS
1. Demonstrate how you meet the essential and desirable criteria in your application form; failure to do so may result in not being shortlisted.
2. Demonstrate how you meet the criteria by the closing date for applications unless stated otherwise.
3. The stage in the process when criteria will be measured is outlined in the table below.
4. Shortlisting is based on the essential criteria in Section 1.
5. The Selection Panel reserves the right to shortlist only applicants who most strongly meet the criteria.
6. In case of excessive applications, the Panel may apply desirable criteria at shortlisting. Clearly demonstrate on your application how you meet any desirable criteria.
Section 1 - Essential Criteria
The essential criteria are measured at shortlisting and may be explored during interview/selection.
Qualifications/Experience
* Hold a bachelor’s degree (QCF Level 6) or equivalent in an information systems subject and have three years’ demonstrable experience with computerised systems in a diversified organisation, or five years’ demonstrable experience in a similar role.
Knowledge
* Demonstrable technical knowledge of ICT systems in schools.
Skills/Abilities
* Proven ability to manage programs of work to meet objectives and deadlines.
Other
* Must have access to a suitable vehicle or provide evidence of alternative transport to meet mobility requirements.
Section 2 - Essential Criteria
The following are additional essential criteria measured during interview/selection stage.
* Knowledge of current and anticipated challenges facing the Education Authority and ICT within the sector.
* Experience in supporting IT provision including networks, hardware, software applications and security.
* Experience delivering projects to meet objectives and constraints.
* Ability to lead and manage staff, build relationships, and deliver customer-focused service; ability to work in a team and manage service delivery to tight timescales; ability to communicate technical solutions to managers.
* Values alignment with EA ethos and values; commitment to equality and excellence in service.
Section 3 - Desirable Criteria
Desirable criteria may be applied to determine a manageable candidate pool. Demonstrate how you meet these on your application.
* Experience in developing Quality Assurance and best-practice procedures for service delivery.
* Demonstrable experience in project management.
* Demonstrable experience in supervising staff.
Our Values
Evidence that your personal values align with EA and a commitment to equality and excellence in service delivery.
DISCLOSURE OF CRIMINAL BACKGROUND
The Safeguarding Vulnerable Groups (Northern Ireland) Order 2007 defines working with children or in specified places as “regulated activity.” If appointed to a post involving regulated activity, an Enhanced Disclosure of Criminal Background will be required. You will be expected to meet the cost of the Enhanced Disclosure Certificate.
Further information can be accessed on nidirect.gov.uk or justice-ni.gov.uk.
APPLICANT GUIDANCE NOTES
To view the applicant guidance notes, click here. To learn about the benefits of joining the Education Authority, click here.
The Education Authority is an Equal Opportunities Employer.
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