Senior Support Analyst

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Job Title / Senior Support Analyst
Faculty/ School/Department / IT
Responsible to: / Deputy Director of IT
Responsible for: / Support Analyst, Support Technician
Job Purpose
Perform defined tasks to monitor service delivery against service level agreements and maintain record of relevant information. Analyse service records against agreed service levels regularly to identify actions required to maintain or improve levels of service, and initiate or report these actions.
Initiate and monitor actions to investigate and resolve problems in systems and services. Assist with the implementation of agreed remedies and preventative measures.
Ensure that incidents and requests are handled according to agreed procedures. Ensures that documentation of the supported components is available and in an appropriate form for those providing support. Creates and maintains support documentation.
Support and supervise other staff including Support Analysts and Support Technicians.
Main activities and responsibilities
  1. Initiates speedy and permanent resolution to problems in systems and services, by coordinating the efforts of the resolution team or teams. Documents such incidents and problems within the configuration management defect/problem reporting system. Matches unresolved incidents against existing problems, known errors and other incidents.
  2. Initiates the implementation of agreed remedies, in close liaison with the service desk, change management, configuration management and asset management functions.
  3. Initiates preventative measures, such as identifying and investigating suspect software and other components. Ensures that existing problems and known errors in systems and services being brought into operation are understood and managed in the same way as those arising from operational incidents. Supports service level management in monitoring the impact of problems on agreed service levels, and initiate any appropriate improvement actions.
  4. Produces reports and registers on defect/problem reporting data (e.g. data extracted from the configuration management system/known error database). Takes agreed actions relating to problem investigation and resolution within the allotted timescales.
  5. Provides information and advice relating to problem management. Supports service level management on reporting on achievement of problem targets in line with service level agreements.
  6. Analyses incidents and problems to show trends and potential problem areas, so that actions can be taken to minimise the occurrence of incidents and to improve the process of problem reporting, analysis and resolution. Assesses and reports the probable causes of incidents and consequences of existing problems and known defects.
  7. Uses the facilities of the tools and systems available to monitor and report on regular activities which are subject to the Service Level Management process and SLA OR OLA such as job activity, transaction processing, network activity, database activity, etc. Understands the use of service level agreement metrics. Monitors the levels of performance achieved, keeping detailed and clear metrics, and records all deviations from service levels agreed.
  8. Uses sampling techniques, where appropriate, and statistical analysis to monitor irregular activities which are subject to SLA or OLA such as response times to service requests. Liaises with those responsible for problem management and/or incident management to analyse causes of deviation from expected achievement on a regular basis and keeps stakeholders informed of development.
  9. Uses support tools to integrate and analyse basic information and present it to Customers in an agreed format.
  10. Ensures that variances against service level agreements are reported to relevant managers, while trying to resolve any conflict or contention for service. Ensures that the presentation of service level management information facilitates identification of potential issues, anomalies and exceptions relating to current and future service level requirements.
  11. Initiates action to maintain or improve levels of service within area of authority, recognising issues that need to be referred to higher levels of management.
  12. Participates in analysis of customer satisfaction surveys and data. Supports and participates in regular review meetings between service providers and users.
  13. Makes proposals to management for changes and improvements to SLAs.
  14. Assists with the maintenance of all service level management tools and processes.
  15. Provides detailed personal advice and guidance to all users in the effective use of systems, products and services available to them; demonstrates ingenuity in applying knowledge to non-standard situations.
  16. Assists users in making more effective use of desk-top systems, products and services, investigating complex problem situations to diagnose underlying causes and helping users to recover or continue operation.
  17. Ensures that documentation of supported components is available and accessible to all who need to use it.
  18. Ensures that requests are handled according to agreed procedures. For all requests that cannot be resolved, provides an effective interface between users and service providers supplying all necessary diagnostic information. Uses judgement to set priority for resolution, monitor progress and apply escalation procedures for incident not progressing satisfactorily.
  19. Proposes, discusses and evaluates potential solutions with service providers and implements agreed field modifications or workarounds as directed.
  20. In consultation with users/customers, demonstrates all features, plans requirements, installs (including field modification) and commissions desk-top systems, products and services and their upgrades.
  21. Interprets technical manuals and documentation and provides instruction manuals for non-technical users; provides training in all modes of usage of systems, products and services providing information on the full range of capabilities including dealing with exception conditions.

Additional Key Requirements:
Managing People and Resources
Has some responsibility for the work of others and the allocation of resources
Communication
Required to communicate fluently orally and in writing, and to present complex technical information to both technical and non-technical audiences.
Collaborative working
Works with and influences team and specialist peers. Influences customers at account level and works collaboratively with colleagues across the University.
Facilitates collaboration between stakeholders who share common objectives.
Initiative, problem solving and decision making
Works under general direction within a clear framework of accountability.
Exercises substantial personal responsibility and autonomy and plans own work to meet given objectives and processes.
Makes decisions which influence the success of projects and team objectives.
Performs a broad range of complex technical or professional work activities, in a variety of contexts.
Investigates, defines and resolves complex problems and demonstrates an analytical and systematic approach to problem solving.
Selects appropriately from applicable standards, methods, tools and applications.
Plans, schedules and monitors workto meet time and quality targets and in accordance with relevant legislation andprocedures.
Rapidly absorbs new technical information and applies it effectively.
Has a good appreciation of the wider field of information systems, their use in relevant employment areas and how they relate to the business activities of the University. Maintains an awareness of developing technologies and their application and takes some responsibility for personal development.
Work Environment
Be aware of the risks in the workplace and potential impact on own work and that of others.
Depending on area of work, conduct risk assessments, take steps to reduce hazards and take responsibility for the health and safety of self and others.
Person Specification
  • Degree (or Equivalent in relevant subject.
  • Professional qualification such as: MCP - Microsoft Certified Professional or Apple Certified covering Support Professional, Technical Coordinator, Systems Administrator and Security and Mobility
  • Able to demonstrate knowledge of IT infrastructure (hardware, databases, operating systems, local area networks etc)
  • Experience of using methods and techniques for reporting progress and financial conformance against an agreed plan.
  • Good communication skills with an aptitude for dealing with users, colleagues and suppliers
  • Good knowledge and understanding of IT concepts and architectures.
  • Knowledge of problem management.
Able to demonstrate familiarity with:
  • The application of automated systems to the support of specific business functions or processes. Examples: enterprise resource planning, sales forecasting, airline reservations, petroleum reservoir modelling.
  • Techniques which help in modelling and understanding a business and its operation. Examples: functional business models, statistical process control, relational data modelling, use case.
  • The discipline which gives precise control over IT assets by allowing IT management to maintain information about the "configuration items", including hardware devices, computer programs, documentation, telecommunications services and computer centre facilities, required to deliver an IT service.
  • The planning and management of the interaction between two or more networking systems, computers or other "intelligent" devices. Examples: topological design, load balancing.
  • System software which controls activities such as input, output, dynamic resource allocation, and error reporting, within the operation of a computer configuration. Examples: Windows NT, MVS, UNIX.
  • A set of codes and syntax (supported by software tools) which enable the unambiguous translation of specified functionality into "source code" for the creation of computer programs. Examples: Scripting languages (bash/ksh/perl/Windows Powershell), “web languages” (ASP/PHP) and other languages C#, VB, C++.
  • Specific standards associated with the IT practitioner's current role. Examples: health and safety standards, departmental programming and accessibility standards, organisational network performance standards, service desk procedures, corporate quality and change management processes, ITIL, eTOM, TickIT, CMMI.
  • The products and/or services supplied to customers by own organisation. Examples: Maintenance of infrastructure, maintenance of applications, system development, software product.
  • The products and/or services supplied to own organisation by external suppliers. Examples: Maintenance of IT infrastructure, maintenance of IT applications, internet connectivity services, system development, software product.
  • Techniques for ensuring that full account is taken of customers’ real and stated needs in the delivery of IT services.
  • The selection and application of information gathering methods, tools and techniques which are appropriate to the information required and the sources available. Examples: contextual enquiries, focus groups, structured interviews, questionnaires, observation, statistical analysis, automated monitoring tools and application logs.
  • The use of proprietary tools for the recording, progressing and reporting of incidents.
  • The purpose and composition of a service level agreement (SLA); the relationship between an SLA and a contract for the supply of services.

Special requirements
Able to undertake duties at different premises including any University campus as required.
Travel may be necessary from time to time in order to attend conferences and events, undertake University business and effectively represent the University in key professional networks.
CICT provides services across extended hours. A variety of shift patterns, duty management rotas and on-call arrangements will be applicable.
Expectations of all staff
Professional standards
All staff employed by Birmingham City University are expected to exhibit high professional standards which promote and demonstrate the University’s core values of Excellence, People Focused, Partnership Working, Fairness and Integrity.
Equal Opportunities
All staff are expected to understand and enact the University’s commitment to ensuring equality and diversity in all activities. This commitment is enshrined in the Equality Statement and core values.
Dignity at work
Every member of staff has a responsibility to ensure colleagues are treated with dignity and respect.
The University is committed to creating a work environment for all staff that is free from harassment, intimidation and any other forms of bullying at work, where everyone is treated with dignity, respect and professional courtesy.
Health and safety
The arrangements for meeting the University’s health and safety objectives are contained in the Birmingham City University Health and Safety Policy. This includes the responsibilities of key staff and procedures covering the main activities of the University.
All staff are expected to take reasonable care of themselves and those that may be affected by their actions.
Dress code
The University does not operate a formal dress code for its employees, other than for those who are provided with uniform and/or protective clothing. However, employees must ensure that their dress is professional, reasonably smart and appropriate for the situation in which they are working. All staff should ensure that they present a professional image and one that reflects sensitivity to customer perceptions. This may reflect their ethnicity and lifestyle, but should not be provocative or cause offence to those with whom they have contact.
Citizenship
All staff are expected to adhere to good citizenship, being generous with help and support to others, collaborating with colleagues and working for the benefit of the University as a whole. In particular working to provide a positive studentexperience and achieving excellence in all the University’s activities.
This job description indicates the expectations of staff at this level. Job descriptions are not exhaustive and you may be required to undertake other duties of a similar level and responsibility.
Birmingham City University has adopted the Skills Framework for the Information Age (SFIA) to describe and manage competencies required of its ICT professionals. Further detailed information about job requirements, skills and knowledge requirements and additional work activities can be found in the full SFIA profile for this role.