Description
Software Specialist
The Role
Provide comprehensive, specialist advice, support, and professional training on the school & academy information management system (current Capita SIMS) to all identified clients enabling them to make maximum effective use of their ICT systems to meet statutory requirements on a day-to-day basis.
Duties
- Be an expert on the services and technology you support and maintain.
- Provide consultancy to schools and academies, assessing requirements and designing solutions in line with the service portfolio.
- Ensure that all incidents, problems, service requests and changes are logged appropriately in the service management system and that resolutions are fully documented and communicated.
- Identify and resolve incidents and problems using the appropriate ITIL based process, escalating where appropriate. Liaise with Assistant Technical Specialists (Service Desk LEAMIS) in the delivery of resolutions within service level targets and the increase of resolutions which may be used at the first point of contact.
- Liaise with third party suppliers to identify faults and subsequently ensure that the problem is solved
- Provide effective guidance notes, instructions and training documentation for the services you provide, including release and upgrade information.
- Support the Service Management & Performance Co-ordinators by leading investigation to identify root cause of Problems and recommending solutions.
- Ensure that IT Service Management policies and procedures are followed for example: Incident, Major Incident, Problem, Change and Release. Suggest improvements and changes where necessary.
- Ensure that a range of KPIs are monitored and collected effectively.
- Provide and update operational, testing and service documentation (Including disaster recovery failover) and ensure it is fit for purpose.
- Work closely with service desk to ensure incidents are dealt with quickly and effectively and ensure effective communication at all times. "This role deals with confidential, sensitive information and is bound by the council's confidentiality policies and the data protection act
For more information please contact me.
Kind Regards
Steph