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right-36639500Position DescriptionSenior Technical AnalystPosition:Senior Technical AnalystReference: DOCPROPERTY "HR Reference for PD" \* MERGEFORMAT [HR Reference #]Type:Permanent / FulltimeLocation:Dunedin Reports to:ICT ManagerResponsible for:No staff ABOUT PRESBYTERIAN SUPPORT OTAGO (PSO)PSO has been helping people in Otago for over 110 Years. We care for Otago’s older people, support families in need, and deliver programmes for young adults and children. We have two distinct areas of service in the Otago community:Family Works delivers social services for families, children and young people in need. Our services range from giving immediate assistance, such as food parcels, sourcing emergency housing or providing advocacy support, through to the more complex social work responses associated with family breakdown, violence and abuse. Family Works also provides a counselling service, therapeutic and educational group programmes for children and parents, and work with vulnerable young people. Enliven services for older people includes seven care homes throughout Otago, community-based care such as volunteer visiting, meals on wheels and social activities for older people living alone.Our services are available to all people in the Otago community, no matter their age, gender, religion or background. OUR VISION: Presbyterian Support Otago works for a fair, just and caring community.MOEMOEA: Kaihapai Perehipitiriana o Otakou i mahi ai mo te tika me te hapori e manaaki ana.OUR MISSION: Motivated by our Christian heritage, and in partnership with others, we work across the generations for positive change, strong families and healthy communities.WHAKATAKANGA: Mai i aua whakapono a te karaitianatanga me aua rangapu o o ratou, kia mahi tahi ai I te tahataha o nga reanga katoa hei whakaumu pai, hei whakapakari ai te whanau nga hapori hokiBACKGROUNDThis role is in the ICT department, located in the PSO Support Centre in Dunedin. The ICT department is responsible for provisioning for ICT infrastructure across 21+ locations and supporting approximately 800+ users. The services provided by ICT are co-ordinated through a centralised Service Desk that manages all service requests and incidents. Resources available to the Service Desk include an internal ICT team of application, infrastructure and change management specialists, internal subject matter experts (staff) and partnering vendors.The PSO network, client desktop and server platforms are managed (and hosted) externally through vendor arrangements. The focus of the internal team is supporting the business (and users of PSO technology) in the use of PSO platforms. The service model is based on one of collaboration across the ICT Team and the vendor. Each member of the ICT Team has responsibility for providing support to users and working cooperatively with vendors in the spirit of a partnership to ensure the organisation receives the highest level of service as possible. The Office 365 platform is PSO’s core business platform which will continue to be developed as the main reference point for all future business information and provide access to tools to support organisational workflow. PRIMARY PURPOSEThe Senior Technical Analyst is responsible for oversight of PSO’s ICT infrastructure.The primary purpose of the role is to ensure that the business has continuity in its access to a high performing network and supporting platform environment.ROLE DESCRIPTION The role is central to the management of PSO’s technical platforms and ensures that any risks or threats to the environment are mitigated through sound change management practices and planning. The three key areas the Senior Technical Analyst will manage are:Capacity / Demand ManagementVendor ManagementProblem ManagementThe Senior Technical Analyst is pivotal to the ongoing management of PSO’s technology of which its vendor partnerships are key for success. PSO’s management model devolves the provisioning of the network, platform and elements of the desktop environment to an external provider. This role is responsible for working with vendors to develop roadmaps for improvement / growth, and management of change within the PSO business environment. This highly technical role will provide the necessary internal expertise required to plan for and manage change and provide technical support where necessary.RESPONSIBILITIESKey responsibilities for the position are:AccountabilityExpected OutcomesCapacity /Demand ManagementMonitoring and capacity reporting that provides data regarding service and resource usage and performance.6 monthly capacity plans that outline scenarios for predicted business demand and explores costed options for delivering the service-level targets. Contributing to development of PSO’s technology roadmap (in conjunction with relevant vendors)Problem ManagementLead investigations to resolve identified technology problems arising from an event or incident.Undertake a review of any major technology issue to ensure resolution is satisfactory in order to prevent recurrence and learn any lessons for the future. Verified whether any Problems marked as closed have been eliminated entirely to avoid repeat issues occurring.Monitor outstanding Problems with regards to status, so that where necessary corrective measures may be introduced.Analyse Incident Records, and use data collected by other IT Service Management processes to identify trends or significant Problems to mitigate future issues occurring.Vendor ManagementExpectations and/or service requirements are clearly articulated.Projects / initiatives involving vendors are well co-ordinated and planned.Building Control and Nurse Call system support requirements are effectively managed.Resolution to vendor related issues are expedited.Effective working relationship based on good faith and positive outcomes with vendors.Office 365 AdministrationConduct assessment on new platforms to ensure the technology solutions leverage cutting edge integration capabilities.Maintain up-to-date knowledge with current technologies and technical developments.Administration, support and configuration of PSO’s corporate platform Office 365.Administration, support and configuration of MS O365Administer and support an enterprise-level Microsoft Exchange.Manage and monitor Office 365 services and hybrid infrastructure.Provide support to other team members in respect to Office 365 Teams/Groups/Video/Delve/Power BI.Manage directory sync into Azure AD.Support the sync and sharing of large volumes of data with OneDrive.StandardsDocumented standards are in place for infrastructure and end user technology.Ensure appropriate policies are in place for use of, and access to PSO systems.Continuous improvementMake recommendations for improvement to ICT services, work practices and / or workflow as a member of the ICT team.Identify areas for improvement regarding PSO’s technology environment. QUALIFICATIONS AND EXPERIENCEAreaRequiredDesirableQualifications or Education:Tertiary qualifications in Information Technology or similar field. ICT specific qualifications / certifications (ITIL, Project Management etc)ITIL, Microsoft Operations Framework CertificationProject Management Certification (PRINCE or PMI)Experience Demonstrable experience leading change in an ICT environment.Demonstrated vendor management experience to Master Service Agreement/s and statements of work.Managing and leading large complex ICT change initiatives.Translating business requirements to solutions. Demonstrated experience supporting end users in a cloud first environment.Experience supporting and managing Office 365 services and hybrid infrastructure.Contract ManagementICT Strategic / roadmap developmentExperience supporting an IP / DECT based telephony environment.KnowledgeDemonstrated understanding of ICT best practice principles. Budget managementIn-depth technical understanding of hardware, software, applications, networks, communications technologies.Operational planning – tools and techniquesSKILLS AND ATTRIBUTESPersonal qualities:Highly developed interpersonal and communication skills both written and verbal.Ability to manage resources (of all skill level) to resolve issuesDemonstrated analytical and problem management skillsAbility to work as a member of a small teamCapacity to manage own time and deliver to a scheduleAbility to communicate well with stakeholders at all levels.Energetic and motivated, demonstrating flare and initiative.Ability to work without supervision.Ability to manage multiple priorities and demonstrate commitment and drive in the attainment of set goals.Professional maturity to handle sensitive/confidential information and to act with tact, integrity and maturity.The ability to apply analytical and problem-solving skillsStrong leadership and motivational abilitiesA high level of communication and negotiation skills to develop productive relationships with vendors and business owners.Excellent organisational and time management skillsANY OTHER DUTIESTo also include any other duties as may be reasonably required by PSO from time to time.STANDARD ORGANISATIONAL COMPETENCIESThe competencies for the role are determined by applying the SHL Unified Competency Framework. The competencies specific to this role are as follows:CodeCompetencyEssentialDesirable1.1Deciding & Initiating Action2.2Adhering to Principles & Values3.1Relating & Networking4.1Writing & Reporting4.2Applying Expertise & Technology4.3Analysing6.1Planning & Organising6.2Delivering Results & Meeting Customer Expectations7.1Adapting & Responding to Change7.2Coping with Pressures & SetbacksHEALTH & SAFETYPSO is committed to achieving the highest level of health and safety for its staff. All employees are expected to take the initiative to identify report and resolve issues that may cause harm to themselves or others in the organisation. As an employee of PSO, the health and safety of staff members and colleagues as well as your own, are your responsibility. You are expected to work safely and to participate in health and safety programmes in your area actively. It is expected that you will report all accidents or potential hazards to your direct line manager.TREATY OF WAITANGIPSO is committed to its obligations under the Treaty of Waitangi. As an employee, you are required to give effect to the articles as well as the principles of the Treaty of Waitangi – Partnership, Participation and Protection.Print name:________________________Signed:________________________(Employee)Date:_____________________Print name:________________________Signed:_______________________(On behalf of PSO)Date:_____________________ ................
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