ICT RMS Service Analysts

Investigo Limited; England; On-site; GBP 30,000 - 45,000; Full time

Job summary

A public sector constabulary is seeking an ICT RMS Service Analyst on a permanent basis to provide maintenance and support for the Records Management System. The role requires collaboration with IT professionals and involves responsibilities such as incident management, user support, and change management, making a strong understanding of related legislation important.

Qualifications

• Experience with RMS (Niche), Pronto, and CAD systems desirable.
• Awareness of GDPR, Data Protection, and cybersecurity.
• Willingness to learn Microsoft Windows Server administration.

Responsibilities

• Identify and resolve application issues using management tools.
• Define and manage scoping, requirements, and prioritization for changes.
• Support release and deployment activities, providing early life support.

Skills

Stakeholder engagement skills

Customer engagement skills

Application issue resolution

Complex workloads management

High computer literacy

Education

Knowledge of ITIL or similar frameworks

Experience with RMS systems

Job description

Our client, a public sector Constabulary, is looking for an ICT RMS (Records Management System) Service Analyst to join on a permanent basis to support BAU activities and tasks when the new RMS system goes live.

Purpose of the role:

The role involves providing application (Records Management System - RMS) maintenance and support services, either directly to users or to service delivery functions. Support includes investigating and resolving issues, monitoring performance, advising or training users, devising corrections, making modifications, updating documentation, manipulating data, or defining enhancements. Collaboration with developers and specialists in areas like Database administration or Network support is essential.

The analyst will manage incident responses, coordinate help requests, monitor resolution activities, and keep clients informed of progress. They will also manage changes to the service infrastructure, including assets, configuration items, and documentation, using RFCs for standard or emergency changes, to minimize risks to service availability, performance, security, and compliance.

Understanding Justice activities, processes, and legislation is important. Participation in out-of-hours on-call duties may be required as directed by the ICT RMS Team Manager.

Key Responsibilities:

• Identify and resolve application issues following procedures, using management tools to gather performance data, and perform maintenance tasks.
• Define and manage scoping, requirements, and prioritization for small changes, assist with complex initiatives, elicit and document detailed requirements, challenge stakeholders constructively, and manage change requests in line with policies.
• Review requirements, define test conditions, design test cases and scripts, and report outcomes, identifying issues and risks.
• Support release and deployment activities, document technical work, and provide early life support and user advice.

Experience & Qualifications:

• Desirable: experience with RMS (Niche), Pronto, and CAD systems.
• Knowledge of ITIL or similar frameworks.
• Stakeholder and customer engagement skills.
• Ability to manage complex workloads and performance.
• Awareness of GDPR, Data Protection, and cybersecurity.
• Willingness to learn Microsoft Windows Server administration.
• High computer literacy.

Please note:

• The post holder must maintain high information security standards and be vetted to Local Force Management Vetting (MV).

If you are interested and available, apply now!