Job Description
Job Title: ASAP Technical Analyst / Project Manager (BISRID_017r1) Reports to: Applications Lead (SAP)
Team: BIS
Location: Nelson
Salary: Package circa. £38k Job Purpose
To be responsible for the provision of ASAP best practice and deployment if the SAP Applications portfolio to the DCWW user base (this includes all products within the SAP footprint, all interfaces to non-SAP applications and mobile working)
You will have full responsibility (via the ICT suppliers) for project management, applications management, incident management and change management for the SAP applications.
Support may be provided both to users of the systems and to service delivery functions. Support typically takes the form of investigating and resolving issues and providing information about the systems.
Issues may be resolved by providing advice or training to users about a SAP application's
functionality, correct operation or constraints, by devising work-arounds, correcting faults, making general or site-specific modifications, updating system documentation, manipulating data, or defining enhancements - often in close collaboration with the technical teams and/or with
colleagues specialising in different areas, such as network administration and applications support. As ASAP Technical Analyst / Project Manager you will:
Be responsible for ensuring high quality SAP applications services are deployed to the user base of DCWW. Ensuring that the ICT suppliers provide high quality service at all times to each project.
Be responsible for the input and support of the SAP applications & product architecture roadmap of the Data Centres for AMP5
In collaboration with the Service Delivery Leadership Team, contribute to the development and delivery of the BIS strategy in support of the corporate plan
Ensure that appropriate action is taken to investigate and resolve incidents and problems in systems and services
Ensure that incidents and problems are fully documented within the relevant reporting systems
Coordinates the implementation of agreed remedies and preventative measures Provide high quality management information on customer service levels Principal Accountabilities
to provide support of the applications strategy & direction on all SAP services
to ensure the ICT suppliers are compliant with their change management protocols related to the SAP environment (both management and technical)
to ensure the ICT suppliers have full control and management of their supply chain within the SAP environment
to work closely with the ICT suppliers to determine the SAP applications roadmap and service delivery processes
as an intermediary between functional owners (Projects) and the SAP technical support organisation in relation to development, implementation and support of SAP functionality. Responsibility to ensure the continuity of SAP processes
during the first phases of the client go live the role will predominantly focus on incident management, route cause analysis and SAP change management processes
to discuss and agree functional and technical demands and appropriate solutions with Project Managers
to maintain contact with Project Managers (functional owner) and advise on the functional and technical feasibility regarding request for changes, advising if solutions are most appropriate
for the interim period during the implementation window, involvement in incident resolution, becoming less so over the go-lives as the focus shifts to SAP change management
to manage the relationship with functional and technical consultants to provide both incident resolution and development services
to ensure that procedures, quality assurance, templates and documentation according to the current SAP standards
to participate in maintenance groups in the user organisation to balance the requirements of the functional owner with planning, priority and budget
to obtain up to date knowledge about SAP developments in the functional area inform Project Managers on new developments in SAP
to maintain the integrity, manageability and architectural aspects of the SAP systems to assist with creation of functional and technical specifications
during the first phases of the client go live the role will predominantly focus on incident management, route cause analysis and SAP change management processes
to be responsible for implementing the BIS security policy in the SAP environment investigating and solving customers' problems, which may be complex or long-standing
problems that have been passed on by the BIS Service Desk to handle customer complaints or any major incidents
to analyse statistics or other data to determine the level of service BIS is providing to write reports analysing the service that BIS provides
to meet with other managers to discuss possible improvements to the SAP service to be involved in staff recruitment and appraisals
to training staff to deliver a high standard of customer service to lead or supervise a team of analysts
to keep ahead of developments in the SAP environments by reading relevant journals, going to meetings and attending courses
Skills Required
Good knowledge of ASAP methodology and SAP products
Broad knowledge and understanding of a complex applications and technology infrastructure.
Good knowledge and understanding of system development lifecycle and its implications on BAU service
Good knowledge and understanding of incident management protocols and procedures Have excellent relationship management skills
Be able to work in a pressurised situation during incidents Deliverables
Support of project initiation documents defining high-level scope.. User Acceptance test plans.
Support of the development business models and maps incorporating process and data models.
Project initiation documents defining high-level scope when required
Support of the business requirements document describing the project's objectives, when required
Support of the business cases defining the costs and benefits associated with requested changes when required
Reporting
Weekly reports will be produced showing progress against outstanding milestones, status, resource requirements, issues, risks and dependencies.
Monthly reporting on adherence to best practice methodologies Experience, Qualifications and Skills
Description Assessment Method
A I T
Broad knowledge and understanding of a complex applications and
technology infrastructure x x
Good knowledge and understanding of system development lifecycle and its
implications on BAU service x x
Good knowledge and understanding of incident management protocols and
procedures x x
Be able to work in a pressurised situation during IT GOLD incidents x x Have excellent relationship management skills x x Excellent working knowledge and experience of ASAP methodology, SAP
products and functionality x x
Demonstrated leadership and management skills.
Keen attention to detail. x
Strong written and oral communication skills and an open communication style with the ability to ideas of new ways of working to improve business
efficiency x x
Strong customer service orientation x
Experience of working in a team-oriented, collaborative environment. x Being able to develop information and provide it to others x x
Key:
A – Assessed via application form I – Assessed at interview
T – Assessed using psychometric / ability test Working Relationships
Work closely with the Head of Service Delivery to align activities and best practice Work closely with the Head of Application (Non-SAP) to align activities and best practice Work closely with the Head of Programme to align activities and best practice
Work closely with the solution architects to provide aligned roadmaps Work with business owners to understand requirements
Work with the Project Sponsors to understand and document project objectives and scope. Work with delivery work streams to communicate business objectives and requirements, make decisions on delivery options and produce delivery costs and timescales.
Work with other related programmes and programme support officers to understand and manage project dependencies.
Work with project managers to plan analysis work and highlight risks and issues.
Work with Business Sponsors to define accurate, meaningful and measurable business cases. Work with the business owners to define acceptance criteria.
Competencies Assessment Method
A I T
Communication skills – The drive and ability to exchange appropriate information with relevant people at the right time. The desire and skills to seek first to understand as well as to be understood. To be as open as confidentiality allows.
x x
Corporate Representation - The enthusiasm and ability to lead by example and to project a positive and professional image of DCWW with all contacts and stakeholders at all times.
x Creativity/innovation – The ability to look at issues from a broad
perspective, to come up with imaginative solutions, and to identify
innovative alternatives to typical, unusual or difficult situations or problems.
x Critical Thinking - The ability to gather, understand, analyse and interpret
information & concepts, verbal or numerical, about people or situations, quickly.
x Developing People – The ability to set clear goals for others; to assign
responsibility; to measure performance; and to seek and deliver feedback to achieve quality, timely results and enhanced individual performance.
x Environmental & Organisational Awareness - The awareness of economic,
environmental, social and political factors, current and changing, likely to affect the job or the organisation. The ability to assess the impact of these factors on the job or the organisation and to overcome challenges and seize opportunities to optimise effectiveness.
x
Influencing Skills - The ability to make a clear, persuasive presentation of ideas or facts, verbally or in writing; to convince others; to gain agreement or
acceptance of proposals or views. x x
Initiative - The ability to actively influence events rather than passively accept them. The ability to see opportunities and to act on them, to originate action.
Interpersonal Sensitivity - The awareness of other people and the environment and one’s own impact on these. The ability to get on with people in different situations and to work with others to achieve mutual goals.
x Judgement - The ability to evaluate people and situations and to reach
logical, fair decisions. An unbiased, common sense approach x Leadership – The ability to understand the business needs and to translate
these into a shared purpose, strategy and objectives and to motivate and inspire others to work towards these. The ability to gain the respect and commitment of others.
x Ownership and reliability – The readiness to take responsibility for projects
or issues and to be accountable for their timely delivery and quality. The capacity and motivation to fulfil consistently any undertakings made. The habit of never letting people down, or promising what can't be done.
x Self Development – The ability to actively seek to understand one’s own
strengths and development areas and to work continually towards achieving one’s potential.
x Teamwork – The belief in the value of synergy; the drive and ability to work
with others to achieve a common goal in an optimally effective way x
If you believe you have the skills and experience necessary to make a success of this role, please download and complete our application form from:
http://www.dwrcymru.com/eng/careers/index.asp
This can then be returned to [email protected] before 12 noon Tuesday 17th May 2011 Dwr Cymru Welsh Water is an Equal Opportunities Employer
