About The Service
ICT is part of the Council’s Customer and Digital Services Directorate.
Its primary functions are:
- to provide high quality IT systems, support, and maintenance across the organisation
- to provide strategic advice and guidance to the service areas and their directorates
- to contribute to the delivery of the Council’s Digital First approach set out in the Capital Ambition programme
The ICT Service consists of several functions including:
- the Service Desk
- Enterprise Systems and Data teams responsible for the development, support, and maintenance of both in-house developed and 3rd party applications
- ICT Services teams delivering network, server, and end user computing services
- Security and Compliance
- Enterprise Architecture
The technologies supported are predominantly based around Microsoft Windows desktop, laptop and server platforms with applications delivered through a range of physical, virtual and cloud infrastructures.
You will have access to a diverse range of learning opportunities to enable you to develop your career path as well as access to regular performance and development reviews.
You should have a desire to work in a busy team environment and be happy to work collaboratively and independently.
About the job
An exciting opportunity has arisen to join Cardiff Council’s Application Support & Data team.
The successful candidate will work collaboratively with our two other Senior Application Support Engineers and one Application Support Engineer, all of whom are wholly focussed on providing high-quality SIMS Application support & training to all Cardiff Community and Faith schools.
Support is provided via a Service Desk, with tickets being logged by our Cardiff schools and internal stakeholders within the organisation.
The post holder must have expert knowledge of the SIMS Application as this is required for ticket review, analysis and resolution, as well as delivering a schedule of SIMS training courses and to be able to offer ideas and solutions for SIMS-related queries arising.
What We Are Looking For From You
Main Duties and Responsibilities
- Effective communication with Customers, ensuring that all enquiries are dealt with in a manner that meets the Customer’s requirements within the terms of the Service Level Agreement.
- Prompt analysis and triage of Customer queries and requests, aiming to resolve at first point of contact or, as necessary, escalate to appropriate internal or external support team. For example, an internal colleague, a third-party supplier or Welsh Government.
- Accurate and efficient capture and/or update of customer interactions using the appropriate Service Desk system e.g., Halo, ESS Customer Support, and ensuring that GDPR legislation is strictly adhered to.
- The design and planning of intermediate and advanced level SIMS training courses and delivery of these courses to school-based staff and internal stakeholders such as but not limited to Additional Learning Needs Co-ordinators, Exams Officers and the Local Financial Management team.
- Effective liaison with the Performance & Partnership Team in the Education Directorate on matters arising that are related to SIMS functionality and/or data capture and quality.
- Active contribution to the ongoing development of the SIMS Support resources and service, to meet the evolving demands of the service delivery to schools.
- Supervision and mentoring of the SIMS Application Support Engineer with their own standard support tasks and training delivery.
- Adopt a pivotal role between schools, the Education Service and ESS, the SIMS software provider, to provide advice on matters arising such as contractual changes, implementations for new schools and reviewing any approved third party/supplementary products.
- Take personal responsibility for own health and safety and promote compliance ensuring a safe working environment.
The Supporting Information section of your application is the most important part. Please pay particular attention to it. It is where you tell us what makes you suitable for the job and will be assessed against the Essential & Desirable Behavioural and Technical Criteria listed in the Person Specification.
You should refer to and address each point of the Person Specification in turn, giving evidence of the skills, experience, and knowledge you have in each area by providing practical examples of your capability. Failure to complete this section in this way will considerably reduce the likelihood of you being shortlisted.
Additional information
How to Apply
You should apply for this post by using our preferred online application form available at https://jobs.cardiff.gov.uk. If it is not possible for you to apply on-line, you may request an application pack by telephoning (029) 20872222 and quoting the job reference.
The Supporting Information section of your application is the most important part. Please pay particular attention to it. It is where you tell us what makes you suitable for the job and will be assessed against the Essential & Desirable Behavioural and Technical Criteria listed in the Person Specification within the Recruitment Pack.
You should refer to and address each point of the Person Specification in turn, giving evidence of the skills, experience, and knowledge you have in each area by providing practical examples of your capability. Failure to complete this section in this way will considerably reduce the likelihood of you being shortlisted.
Further Information
If you require further information about this post or would like an informal chat, please contact Cath Jones, ICT Application Support & Data Team Manager on 029 2087 2153.
Closing Date
The closing date for applications for this post is 02/10/2022
Shortlisting and Interview
If you have been shortlisted, you will be invited to undertake an interview. We will contact all applicants to advise them whether or not they have been shortlisted.
Due to the current COVID-19 circumstances the interview process for this role will be held on a virtual basis using an appropriate online platform. If you have any concerns around your ability to participate in a virtual interview process please contact Cath Jones, email cathjones@cardiff.gov.uk, for a discussion.
Please note the Council does not accept CV’s. When completing the supporting information section of your application, please ensure you refer to the below located on our website:
Important information you need read in order to complete your application:-
Additional Information:-
This vacancy is suitable for post share.
We welcome applications in both English and Welsh. Applications received in Welsh will not be treated less favourably than English applications.
This document is available in Welsh / Mae’r ddogfen hon ar gael yn Gymraeg.
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