Systems Support Senior Officer

Grade: Band 5 £30,296 - £33,945 per year Key Responsibilities 1. To provide a business support service including a first line resolution to users and subsequent referral to appropriate stakeholder 2. Incident management, fix testing & release testing including regression and logic Testing. 3. Review documentation to support business systems. 4. Provide support to staff/user groups and assist with training requirements as necessary. 5. Provide performance reports and updates to relevant management forums. 6. Liaise with a range of internal and external stakeholders e.g. IT, Finance, User Groups, MRI Software. 7. Represent the section to both external and internal stakeholders. 8. Assisting in the development of Change Requests. 9. Liaise with policy staff and functional trainers on requested changes to system and to assist in the specification of these changes or to provide alternative option e.g. configuration changes if possible.

General 10. To prepare appropriate business cases, tenders and quotations, in line with financial and procurement regulations, policies and procedures and corporate timescales. 11. To provide a high level of internal and external customer service including taking ownership of customer queries and complaints and following issues through to completion. 12. To ensure continued and effective working relationships with key internal and external stakeholders. 13. To undertake the duties in such a way as to enhance and protect the reputation and public profile of NIHE. 14. To comply with and enforce all NIHE frameworks, policies and procedures, including but not limited to those relating to legal requirements such as equality, health and safety and information governance. 15. To direct and signpost managers and officers to the appropriate source for issues outside the remit of this post. 16. To undertake project work as directed by the Principal Officer using the principles of good project management and in line with NIHE practice. 17. To participate as directed in the NIHE Resourcing activity in line with NIHE Resourcing Policies and Procedures. 18. To undertake any other duties which may be assigned to meet organisational need and the change agenda and which are reasonably regarded as within the nature of the duties, responsibilities and grade of the post as defined.

Note: This summary of responsibilities and personal duties is not intended to be exhaustive. This role will develop and change in line with strategic corporate programmes and projects. Experience and Qualifications Essential Criteria Applicants must provide evidence by the closing date for the application that they meet the following essential criteria: 1. (i) A degree or an equivalent level qualification and must also be able to demonstrate 1 years’ relevant experience Or (ii) BTEC Higher or an equivalent level qualification and must also be able to demonstrate 2 years relevant experience

Or (iii) Can demonstrate equivalent continuing professional development or experiential learning and at least 3 years relevant* experience. • Relevant experience will be determined from the key responsibilities of the post and be directly related to housing management. 2. Candidates must demonstrate at least 1 years’ experience in 3 out of the 5 of the following areas: (i) Providing effective services to meet the individual needs of customers. (ii) Working Effectively with others as a member of a team to achieve a shared outcome (iii) Interpreting relevant policy and statutory requirements to make appropriate decisions to meet the needs of customers (iv) Interpreting data and managing complex information in order to understand and improve performance (v) Identify and implement best practice at a personal and professional level 3. Can demonstrate ( To be assessed at interview) • Excellent planning and organizational skills • Ability to work accurately under pressure to multiple deadlines • Excellent verbal and written communication skills • Excellent analytical and problem solving abilities • Experience of effectively supporting and mentoring others Candidates may be assessed against the relevant section of the Housing Executives behavioral framework 4. Candidates must posses a current driving license or have access to a form of transport that enables them to meet the requirements of the post in full.

Desirable criteria 1. A professionally recognized housing qualification 2. Experience of software testing/ fault resolution