Provide best practice support on the Service Management system, databases and other departmental systems, advising colleagues when needed, and using own expertise to help improve processes.
Design and Conceptualization
Support research and interpretation of data, trends, and benchmarks relevant to digital products/services design. Assist in the design, development and maintenance of the GIT Service
Management system (SysAid), ensuring that new enhancements are tested and implemented according to best practices.
Analysis of “As Is” and “To Be”
Support and contribute to the documentation of “as is” and “to be” processes and describe the changes required to migrate to the “to be” capability to record accurately the change required.
Provide information and comments on suitability during approval process for system or database specifications to ensure all agreed standards and protocols are followed and data integrity is preserved. Apply ITIL frameworks in systems design, maintenance & deployments
Support implementation of required security measures such as firewalls ormessage encryption, monitoring performance to notify security experts of any
Testing IT Performance
Analyse routine performance website/applications software tests and respond to user emails to monitor, diagnose, and correct performance issues.
Personal Capability Building
Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.
Develop knowledge and understanding of the organization’s policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
Holds self and others accountable to meet commitments. For example, accepts responsibility for own work, both successes and failures. Handles fair share and does not make excuses for problems. Usually meets commitments to others.
Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, listens attentively and takes an interest. Keeps others well informed; conveys information clearly, concisely, and professionally when speaking or writing.
Anticipates and adopts innovations in business-building digital and technology applications. For example, investigates technologies to learn some cutting-edge best practices. Uses digital/social media to benefit the team and add value to the work being done; understands how to avoid misuse of these tools.
Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, looks at complex issues from multiple angles; explores issues to uncover underlying issues and root causes; sees the main consequences and implications of different options.
Builds partnerships and works collaboratively with others to meet shared objectives. For example, readily involves others to accomplish goals; stays in touch and shares information; discourages “us versus them” thinking; shows appreciation for others’ ideas and input.
Makes good and timely decisions that keep the organization moving forward. For example, knows when to act independently and when to escalate issues. Integrates various inputs, decision criteria, and trade-offs to make effective decisions. Typically makes good independent decisions.
Learns through experimentation when tackling new problems, using both successes and failures as learning fodder. For example, relishes new or unusual problems; seeks others’ input and experiments with own ideas. Easily learns the essence of difficult issues and concepts. Investigates and discusses own mistakes to learn from them.
Optimizes Work Processes
Knows the most effective and efficient processes to get things done, with a focus on continuous improvement. For example, pursues, explores, and develops ways to ensure own work is as effective as possible within all relevant processes. Shares an analysis of process problems with stakeholders; discusses how to resolve the issue.
Creates new and better ways for the organization to be successful. For example, constantly looks for new ideas and innovative ways of doing things; makes the effort to get involved in new areas. Offers original ideas and promising new solutions.
Rebounds from setbacks and adversity when facing difficult situations. For example, skillfully handles disruptions, obstacles, and emotional or stressful situations and nevertheless makes steady progress; seeks insight into the situation, reduces tensions, and finds optimal solutions. Swiftly recovers from significant setbacks.
Actively seeks new ways to grow and be challenged using both formal and informal development channels. For example, demonstrates strong commitment to own development by continuously updating knowledge, skills, and abilities. Shows strong enthusiasm for seeking learning opportunities.
Data Collection and Analysis
Works without supervision and provides technical guidance when required on analyzing data trends for use in reports to help guide decision making. Computer Skills
Supports business processes without supervision by understanding and effectively using standard office equipment and standard software packages, while providing technical guidance as needed.
Works with guidance (but not constant supervision) to develop appropriate plans or perform necessary actions based on recommendations and requirements. Data Control
Works without supervision and provides technical guidance when required on acquiring, organizing, protecting and processing data to fulfill business objectives.
Works without supervision and provides technical guidance when required on achieving full compliance with applicable rules and regulations in management and/or operations.
Works without supervision and provides technical guidance when required on designing, implementing, maintaining and administering databases. IT Data Management. Works with guidance (but not constant supervision) to manage information throughout its lifecycle by designing and executing appropriate architectures, policies and practices.
Works with guidance (but not constant supervision) to monitor, diagnose and fix technological problems. Network/IT security
Works with guidance (but not constant supervision) to maintain the security, integrity, compliance and continuity of IT systems and services.
Works with guidance (but not constant supervision) to ensure that IT applications meet required specifications by designing, executing and reporting
on tests of systems and services.
Policy and Regulation
Works with guidance (but not constant supervision) to interpret and apply knowledge of laws, regulations and policies in area of expertise.
Review and Reporting
Works with guidance (but not constant supervision) to review and create relevant, lucid and effective reports.