Database Support Analyst

Purpose of the post: The ICT Database Support Analyst is responsible for the support, administration, maintenance and ongoing improvement of key databases and related services, ensuring that these services are efficient, effective, and meet defined and agreed service levels. MAIN ACTIVITIES AND RESPONSIBILITIES: 1. To undertake all necessary tasks required to support, maintain, administer and improve key business databases, including the provision of patches, upgrades and configuration changes required to ensure their integrity is maintained and that they are highly secure, available and fit for purpose. 2. To ensure that system/server back-ups and other underpinning infrastructure services are being effectively provided, working in collaboration with colleagues across the ICT Services Department. 3. To ensure that assigned incidents, service requests and problems assigned are resolved and completed in accordance with agreed service level targets. 4. To support, as required in the event of a major incident, the restoration of key business databases in accordance with agreed procedures. 5. To ensure that all ICT changes related to scope of the role are logged, approved and implemented in accordance with the ICT Change Management Policy and Process. 6. To provide informal training as required, including to ICT Services colleagues, in order to ensure they have knowledge and skills to deal with less complex user incidents and service requests. 7. To identify and implement agreed service improvements. 8. To ensure that standards and procedures for the effective support/maintenance of key business databases are developed, maintained and adhered to. 9. To provide appropriate documentation for key business databases, including details of the underlying infrastructure and configuration settings to ensure that these can be effectively supported, knowledge documents, and support plans/guides/FAQs . 10. To provide a point of escalation for the ICT Service Desk for any incidents and service requests relating to key business databases, which cannot be handled by the ICT Service Desk; either for reasons of complexity, skills/understanding or for periods when the ICT Service Desk does not have the capacity. 11. To proactively monitor key business databases, ensuring that they meet agreed availability, performance, capacity and response targets in accordance with varying business demand profile. This will include database analysis and tuning activities. 12. To provide application development and support staff with guidance and advice regarding the techniques to be used to ensure that availability and performance are met in relation to database components and/or interfaces. Page 2 of 3 V1.1 13. To liaise with suppliers, contractors and consultants as required in order to deliver services, ensuring their remit is clear and delivered to. 14. To liaise with the wider university through various forums, presenting papers and ideas and building relationships with key stakeholders & senior management 15. To ensure the costs of application support are minimised and new ways of reducing costs are constantly sought 16. To provide support for the development of new/changed ICT services and/or projects involving key business databases, and the transition of these into service operation. 17. To work with colleagues in ensuring timely & accurate statutory reporting and analysis of data from key corporate systems such as Student/Staff records and Finance. 18. To manage, log, track, and resolve service issues relating to scope of the role. 19. To update the ICT Services Risk Register with all risks relating to scope of the role. 20. To produce reports, dashboards and management information relating to the performance of key business databases.. 21. To build strong effective relationships with stakeholders ensuring that their needs and expectations are understood and managed, ensuring effectiveness and organisational confidence in the service delivered. 22. To deputise for the ICT Business Application Support Team Leader as and when required. 23. To perform other duties that may reasonably be required from time to time commensurate with the grade of this role. 24. To understand and be committed to Equal Opportunities. Communication and working relationships 1. Effective communications with the University Executive, Deans, Directors, Business Managers, Heads of Departments, and Academics. 2. Strong and proactive links with colleagues in Local Authorities, Universities, Police, NHS, Voluntary/Independent Sector, Statutory and other bodies. 3. Liaison with teaching, support staff, students, Trade Unions and other groups. 4. Represent the University externally. SELECTION CRITERIA: A. Educated to degree level or equivalent. B. Knowledge of ITIL V2/V3 basics, ITIL V3 Foundation Certificate preferred. C. Recognised qualification in Database Administration for an Enterprise Database Management System preferred. D. Knowledge and experience of using formal database management frameworks, methodologies and techniques. E. Experience of database management, support, administration, maintenance and ongoing improvement. F. Has highly specialised knowledge and experience of at least one Enterprise Database Management System (e.g. Oracle and/or MS-SQL) including backup/restore, availability management, performance tuning, query optimisation and capacity planning. Spring Personnel Ltd is acting as an Employment Agency in relation to this vacancy. Spring Group plc is an Equal Opportunities employer; we welcome applicants from all backgrounds. Posting Time