Job Name: Senior Application Support Officer
Pay rate: £350 - £400 per day
Location: Bristol City
Experience in:
1. Using and developing a wide range of U4ERP modules including GL, AR, AP, Planner and logistics
2. 2nd line support and issue resolution
3. System upgrades
Report writing skills including:
1. Good SQL knowledge
2. Report Studio including XtraReports
3. Information browsers & Analysis
Purpose of the job:
The Senior Application Support Officer is responsible for day-to-day supervision and management of an identified area of the Application Support Team. The team is responsible for managing the day-to-day running of Bristol City Council's IT applications, including a helpdesk function, system upgrades, access, event and request fulfilment processes, and ensuring all associated tasks are carried out effectively and timely. This includes effective management of IT incidents/requests and their resolution, providing appropriate and timely updates to minimize impact on customers and stakeholders.
The postholder will manage a team of up to 10 officers who monitor, advise, and maintain IT systems/processes and liaise with stakeholders/suppliers to enhance planning, productivity, and functioning of the team.
The postholder will oversee team development of systems and processes to ensure effective operation of IT systems and compliance with statutory legislation changes, change programmes, and data protection/GDPR.
Key job outcomes/accountabilities:
1. Manage the development, implementation, maintenance, and improvement of Application Support policies, processes, procedures, and standards.
2. Manage the implementation of service improvement in partnership with internal/external stakeholders.
3. Provide and monitor an effective Application Support Function, ensuring service levels are maintained and continually improved.
4. Lead/oversee coordination of system upgrades.
5. Ensure escalation of issues to system providers or Application Support Leader as appropriate.
6. Ensure effective liaison with relevant suppliers and stakeholders, providing best practice advice when appropriate.
7. Analyse performance and recommend improvements to processes and user controls based on data and management information analysis. Encourage and promote best practices, particularly in customer service orientation.
8. Ensure all processes reinforce effective data quality and data security.
9. Lead and support the measurement and benchmarking of an Application Support Function that provides consistent processes, standards, and best practices.
10. Lead and manage a team of up to 10 staff members.
11. Out-of-hours working may be required at times during the year to support technical processes or system upgrades.
This job description sets out the key outcomes required. It does not specify in detail the activities required to achieve these outcomes.
General Accountabilities:
1. Ensure that safe working practices are adopted by employees and in premises/work areas for which the postholder is responsible, maintaining a safe working environment for employees and service users.
2. Work in compliance with the Codes of Conduct, Regulations, and policies of the City Council.
3. Model and promote good equalities practice and value diversity across the service.
4. Ensure that output and quality of work is of a high standard and complies with current legislation/standards.
5. Ensure that all mandatory training is undertaken as required, including Bristol City Council's Induction, Health and Safety, Equalities, Safeguarding Children, and Safeguarding Adults. This is not a comprehensive list.
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