ICT RMS Service Analyst Level 3

Role Description
The provision of application (Records Management System (RMS)) maintenance and support services, either directly to
users of the systems or service delivery functions. Support typically includes investigation and resolution of issues and
may also include performance monitoring. Issues may be resolved by providing advice or training to users, by devising
corrections (permanent or temporary) for faults, making general or site-specific modifications, updating documentation,
manipulating data, or defining enhancements. Support often involves close collaboration with the system's developers
and/or with colleagues specialising in different areas, such as database administration or network support.

The processing and coordination of appropriate and timely responses to incident reports, including channelling requests for
help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards
service restoration.

The management of changes to the service infrastructure, including service assets, configuration items and associated
documentation. Change management uses requests for change (RFC) for standard or emergency changes, and changes
due to incidents or problems to provide effective control and reduction of risk to the availability, performance, security and
compliance of the business services impacted by the change.

Main Responsibilities

Works under general direction. Uses discretion in identifying and responding to complex issues and assignments. Receives
specific direction, accepts guidance and has work reviewed at agreed milestones. Determines when issues should be
escalated to a higher level.

Interacts with and influences colleagues. Has working level contact with customers, suppliers and partners. May supervise
others or make decisions which impact the work assigned to individuals or phases of projects. Understands and
collaborates on the analysis of user/customer needs and represents this in their work.

Performs a range of work, sometimes complex and non-routine, in a variety of environments. Applies methodical approach
to issue definition and resolution.

Demonstrates effective communication skills. Plans, schedules and monitors own work (and that of others where
applicable) competently within limited deadlines and according to relevant legislation, standards and procedures.
Contributes fully to the work of teams. Appreciates how your own role relates to other roles and to the business of the employer
or client. Demonstrates an analytical and systematic approach to issue resolution. Takes the initiative in identifying and
negotiating appropriate personal development opportunities. Understands how your own role impacts security and demonstrates
routine security practice and knowledge required for own work.

Requirements

• Desirable to have working knowledge of RMS (Niche), Pronto and CAD systems
• Familiarity with ITIL or similar service management frameworks.
• Stakeholder / Customer Engagement and customer service.
• Demonstrable skills in managing complex workloads and performance delivery.
• GDPR, Data Protection and MoPI (Management of Police Information) awareness.
• Cybersecurity awareness.
• Some knowledge of, or a willingness and ability to learn Microsoft Windows Server administration
• High level of computer literacy.

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