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Solutions Consultant job in Manchester

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Job Ref:  204686642
Employer:  cv-library.co.uk
Job Type:  Permanent
Country:  United Kingdom
City:  Manchester
Post Code:  M13
Salary:  £40000/annum
15/10/2016 03:54
Purpose of Job:

To support the implementation programme and then provide on-going solution support to the PoliceWorks elements of the iOPS solution.

Work with the Customer to understand the Customer's needs and assist with the development team to validate the technical and design, supporting and configuring solutions throughout the project lifecycle

Work proactively with customers to identify opportunities for the Company to deliver increased business benefit with existing and new solutions

It falls into two key phases:

* Implementation - 12-18 months
* On-Going configuration changes and local support


Take responsibility for key components of the iOPS programme delivery, focuses on system configuration, integration, reporting and classifications

Key Result Areas:

* To own implementation components of the PoliceWorks solution within the iOPS
* Support BA / SME functions in the capture, play-back and implementation of required components
* Configuration of the PoliceWorks policy engine
* On-going support of the iOPS solution including:

* To take responsibility and ownership of problem tickets allocated for software applications supported by the Business;
* To support the Incident Management Team with resolution of complex and major incidents;
* To work within a team ensuring proper identification, root cause and resolution of problems affecting software applications are achieved;
* Responsible for the progression and resolution of problems ensuring data integrity is maintained and any related incidents, problems or defects are considered;
* Responsible for any data clean-up activities relating to incidents or problems;
* Actively perform trend analysis to ensure continuous improvements and underlying issues are addressed to reduce the volume of incidents and problems raised through the Service Desk;
* Responsible for ensuring that quality assurance is applied for any data change requirements into the live environment;
* Ensure that defect and problem tickets are raised with accurate and comprehensive detail including replication steps required to aid resolution;
* Document solutions in the form of impact analysis, story cards, technical functional specifications or other documentation as required;
* Deliver, set-up and provide user familiarisation, demonstrations and technical support for product implementations as appropriate;
* Provide focus and interaction ensuring that the Company operates within its agreed SLA's and KPI's, liaising with and updating stakeholders throughout the lifecycle of a defect or problem ticket, and escalate to the Problem Management Team Leader as appropriate;
* Ensuring that Company processes are adhered to and recommendations for improvements are progressed.

Person Specification

Qualifications and Knowledge

* ITIL Version 3 - Foundation is desirable;
* Awareness of ITIL Problem Management methodologies desirable.

Skills and Experience

* Proficient in the use of SQL and tools such as SQLPLUS or Quest Toad is essential;
* Experience of SQL/PL-SQL script creation is highly desirable;
* Experience of at least one of the following technologies is highly desirable: Java, C#, Microsoft .NET, Biztalk and Sharepoint
* Experience of CRM configuration and extension is desirable, preferably MS Dynamics;
* Strong customer liaison skills underpinned by a professional telephone manner;
* Excellent communication, presentation and facilitation skills; the ability to facilitate meetings and provide demonstrations, explain complex business problems to a wide audience and demonstrable experience of writing functional specifications
* Exceptional analytical skills to determine root cause and resolution accurately;
* Exceptional literacy capabilities to support administration aspects of the role;
* Experience of delivering against Service Level Agreement targets and meeting customer expectations.

Personal Attributes

* Self-starter, resilient to pressure and able to work in a multi-paced, change oriented environment;
* Able to retain technical information;
* Have a technical aptitude in order to implement data change where necessary;
* Able to work independently and within a team to support the end user and the department;
* Pragmatic with sound judgement and common sense especially around trend analysis;
* Able to prioritise tasks and escalate any high-profile issues;
* Able to use initiative to keep users and internal stakeholders informed of progress in relation to logged problems.

Working Conditions

This position is based at GMP's Sedgley Park offices

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Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us
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