Are you an experienced ICT and systems professional who enjoys improving services, supporting colleagues and making technology work better for customers?
Inspire is looking for an ICT Systems Officer to help manage, develop and administer the systems, services and data that support our organisation. This is an exciting opportunity to play a key role in delivering reliable, effective and forward-looking ICT support across our libraries, learning, cultural and corporate services.
Working closely with the ICT and Systems Manager, ICT provider, system suppliers and colleagues across Inspire, you will help ensure our teams, learners and customers can make the best possible use of technology, systems and data. The role will support a wide range of Inspire-wide systems, including Microsoft 365, finance systems, library management systems, room bookings, public network services and CRM systems.
About the role
As ICT Systems Officer, you will provide an integrated ICT, systems and data service across Inspire. You will help manage and administer key systems, support ICT service management processes and contribute to continuous improvement plans that enhance the quality and efficiency of service delivery.
You will also support Inspire's journey to the Cloud, helping to develop and support cloud-based solutions, including areas such as Microsoft Azure. The role will involve project managing ICT-related developments, leading ICT workstreams where required and maintaining effective documentation of systems, procedures, inventories and processes.
A key part of the role will be supporting the effective management and use of data. You will work with Information Asset Owners and senior users to ensure data is managed securely, supports decision making and meets GDPR, data protection and safeguarding requirements.
Key responsibilities
- Provide ICT, systems and data support across Inspire services.
- Work with ICT providers and system suppliers to ensure colleagues, learners and customers can fully use technology and systems.
- Manage and administer organisation wide systems such as Microsoft 365, finance systems, library management systems, room bookings, public network services and CRM.
- Support ICT service management processes, monitor feedback and contribute to continuous service improvement.
- Support the development and implementation of cloud based solutions.
- Manage and support sector specific standards and processes, including areas such as EDI, MARC and Microsoft Azure.
- Project manage ICT related developments and lead ICT workstreams when required.
- Ensure data is managed effectively, securely and in line with GDPR, data protection and safeguarding requirements.
- Maintain clear documentation for ICT systems, procedures, inventories and processes.
- Build strong working relationships across Inspire, with ICT providers and with external suppliers.
About you
We are looking for someone with experience of ICT service delivery, systems administration and working in a multi system, multi hardware environment. You will be confident supporting services across different sectors and multiple locations, and able to communicate clearly with technical and non technical colleagues.
You will bring a practical, customer focused approach and be comfortable using data and technology to improve efficiency, support decision making and enhance service quality. You will also be able to build positive relationships, manage competing priorities and contribute to ICT projects and service improvements.
We are looking for someone who has:
- Experience of service delivery, systems applications, implementation and administration.
- Experience working in a multi system and hardware environment.
- Knowledge of information, data, records and software management.
- Experience supporting services across multiple locations or service areas.
- Strong communication skills, including the ability to explain complex information clearly.
- A customer focused and solutions based approach.
- The ability to work effectively with colleagues, partners, suppliers and stakeholders.
- Relevant qualifications, such as a Foundation Degree, HND, service specific qualification, or equivalent experience.
At Inspire, our mission is to help people read, learn and enjoy culture. Technology and data are central to how we deliver high quality services to our communities, learners and customers.
This role offers the opportunity to work across a varied and meaningful organisation, supporting systems and services that make a real difference. You will be part of a collaborative team, contributing to projects, improvements and the continued development of ICT across Inspire.
Inspire is committed to applying its Equality Policy at all stages of recruitment and selection. The selection process will be carried out without regard to disability, gender, gender reassignment, sexual orientation, marital or civil partnership status, colour, race, nationality, ethnic or national origins, religion or belief, age, pregnancy and maternity or trade union membership.
For more information, please contact .
Job Description
Job Title: ICT Systems Officer
Hay Band A
Job Purpose
To manage, develop and administer ICT services, systems and data, supporting the ICT and Systems Manager.
Key Responsibilities
- To provide an integrated ICT and systems and data service across all Inspire services.
- To work with the ICT provider to ensure Inspire teams, learners and customers can fully exploit technology, systems and data to Inspire people to read, learn and enjoy culture.
- To manage and administer Inspire wide systems as required, including but not limited to Office 365, Finance System, Library Management System, Room Bookings, Public Network, CRM.
- To manage ICT Service Management Systems (ITSM) and procedures as required, monitor customer feedback and develop continuous service improvement plans.
- To support Inspire's journey to the Cloud, developing and supporting Cloud based solutions as directed.
- To manage sector specific standards and processes for example EDI, MARC, Microsoft Azure.
- To project manage ICT related developments and lead ICT workstreams as required.
- To ensure data is managed and exploited fully, meeting GDPR, data protection and safeguarding requirements, working with Information Asset Owners and Senior Users.
- To support the management of data to ensure Inspire is a compliant organisation, maximises the use of data in decision making and meets the needs of learner and customers.
- To maintain effective documentation of ICT systems, inventories, procedures and processes.
- To build good relationships across Inspire, the ICT provider and systems suppliers.
- To undertake tasks as directed by the Head of ICT to support and deliver an effective ICT service across all Inspire services.
- The post holder will work in accordance with all Inspire policies and procedures, Inspire Brand guidelines, contractual requirements, and professional best practice.
Education and Knowledge Required for the role
- Sector based experience of service delivery, systems applications, implementation and administration
- Cultural, library, learning Sector / Technical qualifications
- Management of information, data, records and software
Skills and Experience
- Working in a multi systems and hardware environment
- Supporting service delivery across different sectors and across multiple locations
Role Dimensions
- Responsible to deliver projects and initiatives within the business plan
- To contribute to the daily operation of ICT support services to enable Inspire to deliver its services
- To meet performance requirements and continually exploit ICT and data to improve efficiency and quality of service delivery
- Demonstrates effective customer service skills - in person, online, email or on the phone - identifies and satisfies customer needs, adjusting their style with a friendly and professional approach as appropriate for the customer, respecting confidentiality, equality & diversity and prioritises the customer over tasks where appropriate
- Responds positively to customer concerns, acts to resolve or reassure customers as needed, agrees solutions with the customer or hands over to an appropriate colleague
- Responds positively to any complaint or suggestion and seeks to resolve it within limits of their authority or hands over to a more senior manager as appropriate
- Monitors, analyses and acts upon customer service data to maintain and/or improve the service. Considers the impact on customers when implementing change
Deliver the service offer (Competency Level 3)
- Knows and/or accesses information to advise and promote the Inspire Service Offer to all customers - to meet their immediate needs and other services that could be of interest or benefit them
- Embraces any changes to the offer and any associated changes to processes or working practices positively, takes responsibility for their own development and engages with and makes the most of development opportunities provided
- Shares feedback about the Inspire offer with their line manager and contributes to meetings, discussions and related activities to ensure service delivery and/or improve our offer
Communicating well (Competency Level 4)
- Communicates clearly and effectively in person . click apply for full job details