ICT Service Analysts

Investigo; England; Hybrid; GBP 35,000 - 45,000; Full time

Job summary

A public sector organization is seeking an ICT RMS Service Analyst to provide application maintenance and support services. This hybrid role entails working on-site in Gloucestershire one day per fortnight. Responsibilities include issue resolution, change management, and collaboration with development teams. Ideal candidates should have knowledge in RMS systems, customer engagement skills, and awareness of GDPR and cyber security.

Qualifications

• Working knowledge in RMS (Niche), Pronto, and CAD systems is desirable.
• Familiarity with ITIL or similar service management frameworks.
• Demonstrable skills in managing complex workloads.

Responsibilities

• Identify and resolve application issues using management software.
• Manage scoping and requirements for small-scale changes.
• Review specifications and define test conditions.

Skills

RMS knowledge (Niche)

Customer Engagement

Managing complex workloads

GDPR awareness

Cyber security awareness

Tools

Microsoft Windows Server

Job description

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

This is a hybrid role being on site in Gloucestershire one day per fortnight.

Purpose of the role:

The provision of application (Records Management System (RMS)) maintenance and support services, either directly to users of the systems or to service delivery functions. Support typically includes investigation and resolution of issues and may also include performance monitoring. Issues may be resolved by providing advice or training to users, by devising corrections (permanent or temporary) for faults, making general or site-specific modifications, updating documentation, manipulating data, or defining enhancements. Support often involves close collaboration with the system's developers and/or with colleagues specialising in different areas, such as Database administration or Network support.

The processing and coordination of appropriate and timely responses to incident reports, including channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards service restoration.

The management of change to the service infrastructure including service assets, configuration items and associated documentation. Change management uses requests for change (RFC) for standard or emergency changes, and changes due to incidents or problems to provide effective control and reduction of risk to the availability, performance, security and compliance of the business services impacted by the change.

Maintaining a good understanding of Justice activities, processes and legislation. Participation in out of hours on call function as directed by ICT RMS Team Manager.

Key Responsibilities:

• Identifies and resolves issues with applications, following agreed procedures. Uses application management software and tools to collect agreed performance statistics. Carries out agreed applications maintenance tasks

• Defines and manages scoping, requirements definition and prioritisation activities for small-scale changes and assists with more complex change initiatives. Follows agreed standards, applying appropriate techniques to elicit and document detailed requirements. Provides constructive challenge to stakeholders as required. Prioritises requirements and documents traceability to source. Reviews requirements for errors and omissions. Provides input to the requirements base-line. Investigates, manages and applies authorised requests for changes to base-lined requirements, in line with change management policy.

• Reviews requirements and specifications, and defines test conditions. Designs test cases and test scripts under own direction, mapping back to pre-determined criteria, recording and reporting outcomes. Analyses and reports test activities and results. Identifies and reports issues and risks associated with own work.
• Uses the tools and techniques for specific areas of release and deployment activities. Administers the recording of activities, logging of results and documents technical activity undertaken. May carry out early life support activities such as providing support advice to initial users.

Experience & Qualifications:

• Desirable to have working knowledge in RMS (Niche), Pronto and CAD systems
• Familiarity with ITIL or similar service management frameworks.
• Stakeholder / Customer Engagement and customer service.
• Demonstrable skills in managing complex workloads and performance delivery.

• GDPR, Data Protection awareness.
• Cyber security awareness.
• Some knowledge of, or a willingness and ability to learn Microsoft Windows Server administration
• High level of computer literacy.

Please note:

• The post holder will be expected to maintain a high standard of information security and be vetted to Local Force Management Vetting (MV).

If this sounds like you and you are available for your next role, apply now!