Associate Digital Analyst

5 Star Recruitment; Greater London; On-site; GBP 32,000 - 42,000; Full time

Job summary

Council ICT services are seeking a digital coach to deliver high-quality user support and guidance across our systems. You will help users maximize the value of digital tools, ensure secure and efficient use, and contribute to council-wide initiatives aligned with Mayor priorities.

You'll work in a multidisciplinary team, participate in out-of-hours support on a rota basis, and follow established change, configuration, and service standards to continually improve user experience and productivity.

Responsibilities

• Support users to maximise the functionality of a range of solutions to enable colleagues to be more productive and collaborative.
• Use available user interaction data to contribute to continuous improvement as part of a team.
• Follow change and configuration management procedures.
• Manage IT assets responsibly, keeping records up to date in line with ICT service management.
• Collaborate with teams so changes to services are understood and supported by digital coaches.
• Maintain awareness of design standards and document work using required standards and tools.
• Apply Agile methods to create a fast-paced, iterative environment for rapid delivery.
• Apply security controls per policy and risk assessments to protect information systems.

Job description

Summary of the responsibilities of the post:

• Contribute to the delivery of a high quality user experience across all areas of the ICT service, including fit for purpose systems and guidance, and high standards of access, availability, usability, usefulness and and excellent standards of service.
• Provide an excellent user centred service that supports users to get full value from the digital tools and equipment available to them, helping users find the simplest, most secure way of achieving their goals.
• Deliver, implement and support others to ensure that the Councils values and practices always meet our objectives for security, financial prudence and transparency, inclusion and sustainability.
• Actively contribute to the work of a multidisciplinary team, so that all its members benefit from your core skills; promote the generous sharing of expertise and create opportunities for continuous learning and development.
• Actively contribute to Council-wide and directorate initiatives that will achieve and implement the Mayors priorities and corporate objectives and meet the user needs of the residents and businesses.
• On a rota basis, where appropriate and working alongside senior colleagues, ensure the effective delivery of support to users, including out of hours support where applicable, for which additional payment will be offered.

The postholder will have responsibility and accountability for the following:

• Support users to maximise the functionality of a range of solutions in order to enable colleagues to be more productive and collaborative.
• Understand and use available user interaction data to contribute to continuous improvement activity as part of a team.
• Follow all change management and configuration management procedures.
• Store, distribute and dispose of IT assets in a controlled way, making sure that records are up to date and in line with ICT service management arrangements.
• Work with colleagues to engage with and respond to the work of other teams so that changes to services are understood and supported by the team of digital coaches.
• Maintain an awareness of appropriate design standards, methods and tools applying them effectively and ensure that all your work is documented using the appropriate standards, methods and tools, consistent with the Digital Service Standard.
• Use Agile methodology and apply an agile mindset to all aspects of your work. Create a fast-paced, evolving environment and use an iterative method and flexible approach to enable rapid delivery.
• Apply and maintain specific procedures and security controls as required by organisational policy and local risk assessments to maintain confidentiality, integrity and availability of business information systems and infrastructure components.

Corporate accountabilities

Corporate responsibilities

• Promote a one organisation approach.
• Promote equality among all staff, and ensure that services are delivered in a non discriminatory way, that is inclusive of disadvantaged groups.
• Suggest new and innovative ways of delivering services that provide high quality and good value for money.
• Consistently apply high quality service standards and levels of customer service, establish and monitor performance.

People

• Work collaboratively with the Council's services and external partners, to strengthen relationships and develop partnership working.
• Provide clarity around expected outcomes and standards.

Finance

• Provide accurate information on budget spend and take appropriate action to mitigate budget over/ under spend where necessary.

PERSON SPECIFICATION

Autonomy

Receives specific direction, accepts guidance and has work reviewed at agreed milestones

Uses discretion in identifying and responding to complex issues related to own assignments

Determines when issues should be escalated to a higher level

Plans and monitors own work (and that of others where applicable) competently within limited deadlines.

Influence

Interacts with and influences colleagues

May oversee others or make decisions which impact routine work assigned to individuals or stages of projects

Has working level contact with users, suppliers and partners

Understands and collaborates on the analysis of user needs and represents this in their work

Contributes fully to the work of teams by appreciating how their own role relates to other roles.

Complexity

Performs a range of work, sometimes complex and non-routine, in a variety of environments

Applies a methodical approach to routine and moderately complex issue definition and resolution

Applies and contributes to creative thinking or finds new ways to complete tasks.

Business skills

Demonstrates effective oral and written communication skills when engaging on issues with colleagues, users, suppliers and partners

Understands and effectively applies appropriate methods, tools, applications and processes

Demonstrates judgement and a systematic approach to work

Effectively applies digital skills and explores these capabilities for their role

Learning and professional development: takes the initiative to develop their own knowledge and skills by identifying and negotiating appropriate development opportunities

Security, privacy and ethics: demonstrates appropriate working practises and knowledge in non-routine work.

Appreciates how their own role and others support appropriate working practises.

Knowledge

Has sound generic, domain and specialist knowledge necessary to perform effectively in the organisation typically gained from recognised bodies of knowledge and organisational information

Has an appreciation of the wider business context

Demonstrates effective application and the ability to impart knowledge found in industry bodies of knowledge

Absorbs new information and applies it effectively.

CORE SKILLS

• Service catalogue management Collates information needed to populate the service catalogue Edits and maintains service and product descriptions and keeps the list of available services up to date Acts as a contact point, receiving and handling routine updates to the service catalogue Identifies opportunities to improve service catalogue management processes.
• Service level management Monitors service delivery performance metrics Liaises with stakeholders to help them plan for a deterioration in service and/ or breaches of service level agreements.
• Problem management Investigates problems in systems, processes and services Assists with the implementation of agreed remedies and preventative measures.
• Delivers learning activities to a variety of audiences using prepared materials to meet established learning objectives
• Uses established guidelines for the preparation of the environment.
• Assists with the development and maintenance of examples and case study materials
• Appropriately uses a range of learning delivery techniques to enable learners to develop skills, capability, techniques and required knowledge
• Observes learners performing practical activities and work. Advises and assists where necessary.
• Provides detailed instruction where necessary and responds to questions, seeking advice in exceptional conditions beyond own experience.
• Acts as the routine contact point, receiving and handling requests for support
• Responds to a broad range of service requests for support by providing information to fulfil requests or enable resolution
• Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate
• Assists with the development of standards, and applies these to track, monitor, report, resolve or elevate issues.
• Contributes to creation of support documentation.