SENIOR RESEARCH & DEVELOPMENT CONSULTANT

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.

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

About the job

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. Within the school environment there is a strong adoption of Chromebooks and iPads along with both Google and Microsoft cloud-based service offerings.

You would be joining an enthusiastic and ambitious team with opportunities to work with a range of cutting edge technologies.

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.

Main Duties and Responsibilities:

• Enhance and maintain end user computing services to meet the needs of the council.
• Investigate and diagnose complex problems, deliver solutions and maintain overall infrastructure performance through exploiting automation and orchestration of repetitive and repeatable tasks.
• Identify and investigate opportunities to improve service delivery and where necessary work to deliver new or enhanced solutions.
• Support and contribute to service improvement activities and initiatives.
• Conduct performance management of the existing end user computing infrastructure.
• Advise and guide in the planning phases of ICT projects to ensure that end user computing requirements are considered in the overall specification.
• Conduct tests of hardware and software using defined procedures and diagnostic tools.
• Monitor and take action to ensure performance of the service meets objectives, targets and quality standards.
• Respond to incidents and requests including tickets logged via the ICT Service Desk, ensuring relevant prioritisation and detail to allow effective investigation and resolution and ensure SLAs are met.
• Mentor other team members and promote knowledge sharing and skills transfer.
• Support and contribute to service improvement activities and initiatives.
• Contribute to the Service's performance, objectives, targets and achievement of quality standards.
• Maintain effective relationships with all technical and support staff to ensure systems and information requirements are specified and delivered.
• Develop, review and maintain service plans, policies, processes and procedures.
• Take personal responsibility for own health and safety and promote compliance ensuring a safe working environment.

What We Are Looking For From You

• Proven delivery of excellent customer service.
• Experience of developing solutions using automation tools and orchestration techniques to enhance, streamline and deliver improved ICT services.
• Practical understanding of user experience and requirement analysis and the ability to identify user objectives for systems, products or services and define and implement the required solutions.
• Experience of problem management and proven ability to investigate and resolve problems in systems and services including classification, prioritisation and initiation of action, documentation of root causes and implementation of remedies to prevent future incidents.
• Practical experience of managing, troubleshooting, customising and deploying current Microsoft Windows operating systems, Microsoft Office suites including Microsoft 365 and Microsoft Azure.
• Demonstrable experience researching new technologies and, where appropriate, identifying opportunities to introduce and implement new technologies to enhance or service delivery.
• Excellent knowledge and understanding of end user computing and IT infrastructure and practical experience supporting enterprise IT environments.

Additional information

You should apply for this post using our online application form by clicking the "Apply now" button on this page.

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 and desirable competencies in our Recruitment Pack for this vacancy.

You should refer to and address each competency listed in the Recruitment Pack in turn, providing evidence of the skills, experience and knowledge you have in each area by providing practical examples. Failure to complete this section in this way will considerably reduce the likelihood of you being shortlisted.

All the information you need to apply for this post is contained within this Recruitment Pack and the Application Guidance.

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.

We understand you might use AI and other resources for your application; however, please ensure all information you provide is factually accurate, truthful, original and does not include ideas or work that is not your own.

If you have been shortlisted, you will be invited to undertake an interview for this role which 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 Gary Brown () 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 to read in order to complete your application:-

Job Category ICT

Department Resources

Working Pattern/Contract Type Full Time Permanent