CORK COUNTY COUNCIL. IS Technical Support Officer

Transcription

1 CORK COUNTY COUNCIL IS Technical Support Officer The IS Technical Support Officer manages the technical support functions of the IT Department across Business Solutions and Infrastructure Management. They ensure the ongoing development, support and delivery of services for internal and external customers. They help the organisation to achieve goals through projects that translate customer needs into new products, services, and business solutions. The IS Technical Support Officer s role may span one or more areas of expertise. There are 2 streams, or areas of specialism, in this campaign with opportunities to be placed on panels as follows: Stream 1 - IS Development Technical Support Officer Stream 2 - IS Infrastructure and Operations Technical Support Officer 1. Minimum Qualifications 1. CHARACTER: Each candidate shall be of good character. 2. HEALTH: Candidates shall be in a state of health such as would indicate a reasonable prospect of ability to render regular and efficient service. 3. EDUCATION, TRAINING, EXPERIENCE, ETC.: Each candidate must, on the latest date for receipt of completed application forms: (a) Hold a recognised diploma or degree (min level 6 in the National Framework Qualifications), or equivalent professional qualification in an IT-related discipline. (b) Have a minimum of 2 years experience working within an ICT function or team which supported and enabled a complex and diverse service organisation. (c) Have satisfactory skills in at least two of the following ICT disciplines: a. Infrastructure and network support and implementation b. Network security c. Communications technologies d. Cloud services design and implementation e. Information systems and data security design and implementation f. Geographical Information Systems implementations and support g. Application integration, deployment and support including experience of HRM, CRM or ERP h. Business Intelligence i. Database administration and support j. Business Systems Analysis and Design

2 k. Sharepoint Administration l. Services administration m. Web services and IIS administration n. Disaster recovery and business continuity solutions. (d) Fulfil the Selection Experience in section AGE: Candidates deemed not to be new entrants to the Public Service as defined by the Public Service Superannuation (Miscellaneous Provisions) Act 2004 must be under 65 years of age on the latest date for receipt of applications for the post. The age restriction of 65 years does not apply to new entrants to the Public Service as defined by the Public Service Superannuation (Miscellaneous Provisions) Act 2004 (entrants in ). In accordance with the Public Service Pensions (Single Scheme and other Provisions) Act 2012, there is a compulsory retirement at age 70 for new entrants to the Public Service after January, 1st 2013.

3 2. Job Description The primary objective is helping the organisation implement and support technology solutions in a costeffective way by determining the requirements of a project or programme, and communicating them clearly to all stakeholders. The IS Technical Support Officer will work with users to formulate system or technology requirements, develop system or technical plans and documentation, review and evaluate existing systems, and design and modify systems or technical solutions to meet the organisations business needs Stream 1 The IS Development Technical Support Officer roles will suit candidates with an interest in further developing their ICT career in areas such as software and applications development and testing, web development, data management, project management, business analysis/ discovery, business intelligence and data analytics, etc. Stream 2 The IS Infrastructure and Operations Technical Support Officer roles will suit candidates with an interest in further developing their ICT career in areas such as enterprise architecture, technical infrastructure service design and delivery, telecommunications and networking infrastructure delivery support, technical support, ICT service management, operations and server support, ICT security, mobile device management, virtualisation delivery support, database administration and application support, cloud computing and project management, etc. Candidates can apply for positions in either or both streams so long as they meet the relevant essential qualifications and experience criteria set out in Section 3. Successful candidates will be encouraged and supported to undertake further training and certification to build expertise in the area they are appointed to. Role Description & Responsibilities: Stream 1- IS Development Technical Support Officer Interpreting a client requirements and evaluating all the options to identify potential solutions Identifying, investigating, and analysing business or technical processes, procedures and work practices Identifying and evaluating inefficiencies and recommending optimal business practices or technology, and system/solution functionality and behaviour Examining existing business models, processes and flows of data or areas of technology, discussing findings with the client, and documenting/evaluating system or technical specifications for business or technical requirements Using Cork County Council s ISPMO project management methodologies, principles and techniques to develop project plans and manage projects Providing service ownership and project management for a number of installed applications and business functions or areas of technology Preparation and maintenance of appropriate project and technical documentation Managing and evaluating test processes Attending regular planning and review meetings Supporting and contributing to, ICT plans, and General Council policies and procedures. Documenting any identified required changes, and communicating them to the relevant third parties/colleagues

4 Acting as a liaison between business stakeholders, such as management, customers or end users, and the 3rd party software development/technology provider or information technology teams Undertake training as appropriate to ensure knowledge and expertise is kept up-to-date Undertake other appropriate duties assigned by the Head of IT. Stream 2- IS Infrastructure Technical Support Officer Identifying, investigating, and analysing business or technical processes, procedures and work practices Identifying and evaluating inefficiencies and recommending optimal technology solutions Evaluating system or technical specifications for technical requirements Preparation and maintenance of appropriate project and technical documentation Attending regular planning and review meetings Supporting and contributing to, where appropriate, ICT plans, policies and procedures. Documenting any identified required changes, and communicating them to the relevant third parties/colleagues Monitoring contracts and service delivery by 3rd party technology providers Applying appropriate hardware architecture Configuring components to ensure interoperability Monitoring support service provision Monitoring network components and their configuration, security and maintenance Undertake training as appropriate to ensure knowledge and expertise is kept up-to-date The maintenance, problem solving and support of existing systems and infrastructure The provision of the technical support necessary for the delivery of key projects and initiatives through testing, configuration and other commissioning tasks Prepare and maintain appropriate technical and support documentation Support the delivery of the overall ICT work programme Support and contribute to, ICT and general Council plans, policies and procedures Support the rollout of new applications To test and evaluate new technology To provide operational or technical support to the IS Analyst Developer or IS Project Leader in day to day activities. Undertake other appropriate duties assigned by the Head of IT. Note; as the ICT Department continues to expand and evolve, it is likely that flexibility in regard to the allocation of specific duties will be necessary.

5 3. Selection Experience Essential Experience The successful candidate must have: At least 2 years ICT experience Good team working and interpersonal skills Good report writing skills and the ability to communicate technical information and ideas clearly and concisely to non-technical people Technical and analytical skills Enthusiasm for continual learning Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution The ability to work well in a team. Desirable Experience Strong preference will be given to candidates with experience and expertise in the following: Cloud infrastructure, GIS, Networks, Desktop Management, Server Management, Cyber Security, or Application development Knowledge of Data protection and GDPR ITIL experience Self-development skills and desire to keep up-to-date with fast-changing trends. Candidates are requested to make a personal assessment of these criteria against their own qualifications, skills and abilities to assess whether they should apply for the post. 4. SALARY The salary scale for the position of IS Technical Support Officer (Grade 5) is:- 41,213 45,524 43,835 45,148 46,458 (Maximum) - 47,977 (1 st LSI) (after 3 years satisfactory service on the Maximum) - 49,495 (2 nd LSI) (after 3 years satisfactory service on the 1 st LSI) Entry point to this scale will be determined in accordance with Circulars issued by the Department of the Environment, Heritage and Local Government. The salary shall be fully inclusive and shall be as determined from time to time. Holders of the post shall pay to the Local Authority any fees or other monies (other than their inclusive salary) payable to or received by them by virtue of their post or in respect of any services, which they are required by or under any enactment to perform. The office is whole-time and pensionable.

6 5. SUPERANNUATION Persons who become pensionable officers of a local authority who are liable to pay the Class D rate of PRSI contribution will be required, in respect of their superannuation, to contribute to the local authority at the rate of 5% of their pensionable remuneration. All persons who become pensionable officers of a local authority are required, in respect of the Local Government (Spouses and Childrens Contributory Pension) Scheme, 1986, to contribute to the local authority at the rate of 1.5% of their pensionable remuneration in accordance with the terms of the Scheme. For Class D officers the minimum retirement age is 60 and the maximum retirement age is 65. Persons who become pensionable officers of a local authority, who are liable to pay the Class A rate of PRSI contribution will be required in respect of their superannuation to contribute to the local authority at the rate of 1.5% of their pensionable remuneration plus 3.5% of net pensionable remuneration (i.e. pensionable remuneration less twice the annual rate of social insurance old age contributory pension payable at the maximum rate to a person with no adult dependant or qualified children). For Class A non new entrants as defined in the Public Service Superannuation (Miscellaneous Provisions) Act 2004, the minimum retirement age is 60 and the maximum retirement age is 65. For Class A new entrants as defined in the Public Service Superannuation (Miscellaneous Provisions) Act 2004 the minimum retirement age is 65 with no maximum retirement age. Persons who become pensionable officers of a local authority for the first time on or after 1 January 2013 are assigned to Public Service Pensions (Single Scheme & Other Provisions) Act Therefore, the conditions of employment regarding retirement age and superannuation shall be as follows: The minimum retirement age is 66 in line with State Pension contributory age. This will increase to 67 in 2021 & 68 in Scheme members must retire at age 70. You are liable to pay the Class A rate of PRSI contribution. You are required in respect of superannuation to contribute at the rate of 3.5% of net pensionable remuneration (i.e. pensionable remuneration less twice the annual rate of social insurance old age contributory pension payable at the maximum rate to a person with no adult dependant or qualified children) plus 3% of pensionable pay. Retirement The Public Service Pensions (Single Scheme & Other Provisions) Act 2012 introduces new provisions for superannuation and retirement. Single Public Service Pension Scheme Members must retire at age 70. For appointees who are deemed not to be new entrants as defined in the Public Service Superannuation (Miscellaneous Provisions) Act 2004, retirement is compulsory on reaching 65 years of age. There is no compulsory retirement age for appointees who are members of the Local Government Superannuation Scheme (LGSS) and who are deemed to be new entrants as defined in the Public Service Superannuation (Miscellaneous Provisions) Act Persons who become pensionable officers of a local authority who are liable to pay the Class A rate of PRSI contribution will be required in respect of their superannuation to contribute to the local authority at the rate of 1.5% of their pensionable remuneration plus 3.5% of net pensionable remuneration (i.e. pensionable remuneration less twice the annual rate of social insurance old age contributory pension payable at the maximum rate to a person with no adult dependant or qualified children). Persons who become pensionable officers of a local authority who are liable to pay the Class D rate of PRSI contribution will be required in respect of their superannuation to contribute to the local authority at the rate of 5% of their pensionable remuneration.

7 All persons who become pensionable officers of a local authority will be required in respect of the Local Government (Spouses and Childrens Contributory Pension) Scheme to contribute to the local authority at the rate of 1.5% of their pensionable remuneration in accordance with the terms of the Scheme. Probation: Where persons who are not already permanent officers of a Local Authority are appointed, the following provisions shall apply:- (a) there shall be a period after such appointments take effect, during which such persons shall hold office on probation; (b) such period shall be one year but the Chief Executive may, at his/her discretion, extend such period; (c) such persons shall cease to hold office at the end of the period of probation unless during such period the Chief Executive has certified that the service of such persons is satisfactory.

8 CORK COUNTY COUNCIL IS Technical Support Officer ESSENTIAL SKILLS, EXPERIENCE & KEY COMPETENCIES Candidates are expected to be able to demonstrate in their application and at interview that they possess the following competencies through the experience and skills they have gained to date: Delivery of Results An IS Technical Support Officer is expected to take ownership of tasks and is determined to see them through to a satisfactory conclusion. Analysis and Decision Making An IS Technical Support Officer is expected to investigate all relevant issues and make balanced fair recommendations based on evidence. Interpersonal & Communication Skills An IS Technical Support Officer is expected to deal with customers and colleagues in an effective, efficient and respectful manner. S/He should be able to express themselves in a clear and articulate manner. Specialist Knowledge An IS Technical Support Officer is expected display high level of skill and expertise in ICT.