Systems Analyst

4 days ago

Cambridge England United Kingdom TieTalent Full time

Location: Hybrid Working - WFH and Office attendance at New Shire Hall 1 to 2 days per week.

Once a month meeting in office.

Rate of Pay: £17.80 Umbrella or £13.36 PAYE

Working Hours: Full Time - 37 hours

Type: Temporary Role - 12 Weeks + Extensions

Opus People Solutions are working with Cambridgeshire County Council to recruit for a Systems Analyst.

Overall Purpose of the Job

This role reports into the Business Systems Team Leader. The Systems Analyst is responsible for providing administrative and support functions as part of the Business Systems Team, supporting a range of services across Cambridgeshire County Council. The post holder will have a good understanding of the line of business of IT systems in one or many fields and will be able to resolve the majority of support queries without assistance.

Key Responsibilities
  1. Communication with service users; providing advice and guidance on application uses as required.
  2. Running reports to support the collation of information to meet business requirements, including statutory returns, and to upload information to external systems.
  3. Provide assistance for upgrades and support the commissioning of new systems.
  4. Working effectively with other team members to ensure priorities are delivered for office support as well as finance functions.
Business Systems Delivery Support
  1. Monitor and act upon Tier 2 and 3 support call queues from the ITSM system.
  2. Carry out incident and service request investigation and resolution by analysing users' stated requirements, evaluate alternatives and recommend a course of action.
  3. Be accountable for assigning appropriate issues to yourself.
  4. Ensure calls are progressed and updated within the ITSM to ensure the growth of a continued knowledge base, supporting peers.
  5. Ensure applications are supported in accordance with the applicable service level agreement, that the associated support documentation is kept up-to-date, and agreed change management procedures are followed.
  6. Liaise with users, colleagues within IT and third parties over support issues, raising and escalating support calls as necessary to achieve satisfactory resolution in a timely manner.
  7. Plan, schedule, and monitor own workload, to ensure that priorities are met and disruption to users is minimised, keeping incidents within CCC service level agreements to meet performance indicators.
  8. Support and/or carry out user administration and system administration tasks as agreed with the relevant application owners.
  9. Provide support for specific tasks and key priorities within business-critical systems.
  10. Support others in the team with their work as and when necessary.
  11. Analyse and identify trends in support issues, to then be able to provide a clearer resolution.
  12. Understand the need for technical releases and assist with their deployment within the service areas.
  13. Take direction on the deliverable aspects of supporting the respective systems.
Business Systems Change and Project Support
  1. Create high quality configuration documentation/materials, conducting training sessions to CDS staff, developing the knowledge of team members.
  2. Implement approved changes as requested by the service managers to ensure data quality and integrity is maintained.
  3. Liaise with system provider to understand upcoming changes to the products.
  4. Ensure appropriate change control procedures are in place and followed for all system reconfigurations.
  5. Provide support for Business Systems Team Projects as required and directed by the Senior Business Systems Support Officer and Team Leader.
  6. Provide additional system testing resources and test scripts for projects delivering upgraded or new systems.
Data Integrity and Quality
  1. Provide support for data migration, improving usability of products and data quality.
  2. Understand the significance of maintaining data integrity when resolving support calls.
  3. Understand the principles of GDPR and ensure compliance when managing support issues and data capture.
Communication and Engagement
  1. Maintain communication with the customer on the resolution of reported support issues.
  2. Demonstrate effective verbal and written communication with the ability to adapt communication style to suit customers' needs.
  3. Clearly communicate solutions to problems presented to all relevant stakeholders.
  4. Communicate key outcomes to ensure good information flow and liaise with colleagues to gather input where required.
  5. Ensure you do not become a single point of knowledge and share any service-specific developments with colleagues in the team.
Person Specification
  1. Relevant professional qualification, e.g. ITIL.
  2. Good working knowledge of processes required to support line of business systems, including testing and upgrades.
  3. Good standard of literacy and numeracy.
  4. Good standard of IT literacy, particularly MS Office 365.
  5. Business Systems Support Officers in the Business and Digital Systems area will be expected to have focus in a specific sector, but may need to operate in multiple sectors.
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