Description
The role is to provide support capabilities for Microsoft Dynamics CRM based applications. Microsoft Dynamics CRM is currently the core software development platform in the company. Assistance in supporting these applications is required.
The applications are predominately built around Microsoft Dynamics CRM 2011 with bespoke code. Microsoft SharePoint provides additional capabilities for the environment in the form of document management. External access to the environment for stakeholders is provided through ASP.NET MVC3 web applications. Bespoke code has been implemented using Microsoft C#, JavaScript, CSS and HTML.
We estimate a requirement for the equivalent of 1 full time resource for 1 year with the option to extend for a second year.
General Duties
- To manage the helpdesk and change requests to ensure that issues raised by users are handled both expeditiously and properly;
- Work in a team with other developers and a project leader;
- To be aware and adhere to the relevant EPA in-house SLA and to respond, fix or escalate according to the limits set out in the SLA policies;
- Complete application design, code, unit test and integration test tasks to departmental standards within the necessary timescales;
- Install software upgrades (applications or tools) and conduct technical tests on these upgrades to ensure they are fully tested and acceptable before migrated to a production environment;
- Production of relevant documentation (specifications, test cases, user manuals, testing documentation, training handbooks if necessary);
- Organize work priorities and manage time effectively;
- Successfully complete other tasks as required;
- Advise project lead on task progress;
Administrative data entry regarding support issues;
- To act as a clearing house for user issues and problems and to agree and supervise a programme of activities to resolve them;
- To own the responsibility for the resolution of the incident throughout its entire life cycle
- To ensure that the EPA systems are fully implemented and stabilised within the timescales directed by the EPA's management;
- To support the implementation of future versions of systems according to plans approved by the EPA management;
- To maintain user access rights and responsibilities on the EPA systems;
- To finalise the definition of system acceptance criteria;
- To define the plans to advance the operation of the information systems to meet the objectives of the EPA;
- To ensure that there is effective communication with all users of the EPA systems;
- To ensure the maintenance of proper change control procedures; and
- To report to the EPA's management;
To ensure that the EPA information systems are available on an on-going basis with a minimum of disruption;
- To ensure that the EPA information system continues to perform to maximum efficiency;
- To maintain a detailed repair log and make it available and handover as appropriate to relevant internal EPA staff;
- To liaise with software vendors and progress such support calls and requests for technical assistance as necessary;
- To assist in planning, development and installing software upgrades;
- To monitor the performance of system resources on a daily basis and take appropriate steps to ensure that they are available and being used in an efficient and effective manner to support the software;
- To ensure the required level of security of the software application is maintained in accordance with an agreed security policy.
- According to an agreed schedule, review the system environment (software and databases) and supply the EPA with documentation and recommendations as to where remedial work is required;
According to an agreed schedule, supply agreed statistics;
- According to an agreed schedule, attend meetings with internal staff to discuss areas of mutual interest/concern;
- Maintain change request and help desk system whereby system performance issues can be logged and tracked;
- Have in place an agreed escalation process for the above change request system;
- Liaise with the software supplier to raise and progress such support calls and requests for technical assistance as necessary to ensure continuing performance of EPA systems;
Suitable candidates will have:
- Excellent communication skills, both written and oral;
- At least 3 years' experience in a development/support role;
- Capability to work on their own initiative or with others as the need arises.
Suitable candidates will have
- HTML, XHTML
- XML
- Microsoft C# using the .NET frameworks 3.5 & higher
- Microsoft ASP.NET MVC3 Razor & HTML
- JavaScript and Libraries such as JQuery & Knockout
- Microsoft Visual Studio
- Microsoft Dynamics CRM
- Microsoft SharePoint 2010
- Microsoft Power Pivot for Excel
- Microsoft Team Foundation Server 2010
- Microsoft SQL Server 2008
- SQL Server Reporting Services
- SQL Server Integration Services
- Microsoft SQL Server 2012
- Master Data Services
- Data Quality Services
- Design patterns, Model View Controller (MVC) etc.