B.

5 Grading
Appendix 2 - Job Description

Job title: ICT Officer Directorate: NLC/NELC Shared Service

Post number: TBC Division: ICT Services

Grade: 7 Section/team: ICT Business Systems and

Support/ICT Coms & Facilities/ICT
Transformation/ICT Business & Governance

Overall purpose of job:

To support the delivery of the ICT Shared Service, by realisation of the Council Plans and service
outcomes, through the provision of a defined range of expertise, advice and support in relation to
ICT.

Post holders will be expected to be flexible in undertaking the duties and responsibilities attached
to their post and may be asked to perform other duties, which reasonably correspond to the
general character of the post and are commensurate with its level of responsibility.

Main responsibilities: (Generic/as appropriate to specific team)

1. Operate, maintain, support central business applications, end point ICT devices or
infrastructure for all council services, and for other organisations as may be agreed.

2. Resolution of 2nd and 3rd line incidents escalated from the shared services ICT Service Desk (at
peak times may be required to supplement the ICT Service Desk).

3. The ICT Officer posts covers advanced/lead roles across the Shared ICT Service in one of the
following functions. Either;
ICT Business & Governance
- Demand and asset management
- Policy, strategy and standards
- Central procurement/ordering

ICT Transformation
- Implementing change on a variety of platforms.
- Supporting Digital
- Business partnering
- Program / interface / development of business intelligence reports.
- Supporting ICT Projects.

ICT Business Systems & Support:

- Second and third line support either though working directly on the Service Desk or
providing central and remote Desktop support.
- Central system support
- Resolution of issues, or implementation of new technology to support ICT provision.

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Appendix 2 - Job Description

ICT Communications and Facilities

- Supporting telephony
- Supporting unified communications
- Supporting networks

4. May be required to work on supporting existing technology for the Councils, schools and
partners; or progressing ICT change / development as demands arise.

5. Assist with the production of a suite of key programmes, service area ICT plans and projects to
deliver each Council’s ICT objectives. Ensuring the necessary project management is applied.
6. Specify and procure ICT equipment, software and other technical items required to deliver ICT
projects, establishing appropriate working relationships with suppliers as required.
7. Undertake large ICT feasibility studies on behalf of service areas

8. Lead Council-wide and service area project meetings, ensuring decisions are recorded and a
satisfactory outcome is achieved

9. Assists in solving complex problems when major technical difficulties occur.

10. Ensure value for money and progressively gain efficiencies within the scope of management
control.

11. Undertake such other duties as may be reasonably expected at this level

Knowledge, skill and experience:

1. Experience of strategic or operational ICT in a large organisation, preferably local

government.
2. Ability to apply detailed knowledge and support skills within ICT to deliver an effective and
efficient service covering; (as appropriate)
 ICT Business Partnering / Stakeholder Relationship Management
 ICT Transformation and improvement delivery
 Programme and project management
 ICT/Digital Innovation/technologies
 ICT Research
 Commercial ICT
 Demand and asset management
 Central ordering and acquisition
 Business continuity planning.
 System integration
 Web technologies
 Application software/hardware installation, testing and support
 Hardware and system software for the council’s systems
 ICT capacity management
 Voice and Data technologies
 Infrastructure design and development.
 IT Security principles
 Infrastructure hardware/software tools

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Appendix 2 - Job Description

3. Wide-ranging knowledge of local government structure, services, practices, current issues

and legislative requirements.
4. A sound grasp of current ICT issues, developments, legislation, trends and market.
5. An understanding of all ICT business systems and the outcomes they are trying to achieve.
6. A working knowledge of procurement principles and NLC Financial Regulations
7. Able to apply analytical, logical, creative and systematic thought to solve problems and
evaluate options.
8. Confidence in dealing with elected members and officers at all levels
9. Experience of working in a complex environment to strict deadlines.
10. Strong organisational and time management skills with an ability to prioritise workload.
11. Ability when under pressure to apply calm and logical reasoning and diagnostic skills.
12. Very good oral and written communication, including the ability to draft reports such as
Project Briefs; lead workshops, give presentations and demonstrations.
13. Ability to investigate and report on new technical areas using own initiative whilst,
organising and undertaking research as appropriate

Creativity and innovation:

Apply creativity and innovation to develop a range of imaginative and technical interventions,
solutions and responses to issues in relation to ICT delivery and development including resolution
of 2nd and 3rd line incidents, investigate/trial new technologies and produce technical standards,
lead on supporting existing technology or progress ICT change/developments.

Apply creativity to resolve ICT matters to provide prompt and accurate advice within general
framework of ICT policies, procedures, regulatory frameworks and standards and direction from
experienced colleagues and managers.

Resolve ICT incidents of a less complex nature and support the implementation of new technology
and ICT projects.

Development of business intelligence reports to support organisational change and improvement

in ICT service provision directed by more senior colleagues.

Undertaking the role in an agile manner as appropriate and encouraging/enabling colleagues and
customers to work flexibly utilising available ICT facilities.

Deals with diverse non-routine, planned and unplanned service issues and, using judgement,
responds creatively to customer requirements for which there may be no precedent.

Contacts and relationships:

Establish and maintain critical role specific stakeholder relationships through providing support and
advice to a range of ICT issues, supporting existing technology for the Councils/schools/partners;
and supporting ICT change / development projects.

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Appendix 2 - Job Description

1. Council Management – Infrequent contact.

2. Service Area Managers – Frequent contact - Ensures service managers adhere to

corporate ICT policies, processes and technical standards, and yet remains a trusted
professional advisor.

3. Elected Members – Infrequent contact, dealing with issues as required and

preparing/delivering briefings.

4. ICT shared services Staff – regular contact in respect of the successful completion of
support, development and innovative tasks.

5. Internal/External Audit and external Inspectors – Infrequent contact on specific ICT

issues/audits as required.

6. Contracted ICT Suppliers –Frequent contact in respect of procurement decisions,

monitoring of performance, availability, pricing and contract management.

7. NLC/NELC Officers – Frequent contact. Daily duties

8. Peer Groups/External organisations – Infrequently represents the council by attending

national and regional groups.

9. Other public sector groups – Infrequent contact. Builds and sustains working relationships
with a variety of groups, identifying common issues/opportunities and initiating
collaboration.

Decision making:

The post-holder is expected to autonomously make efficient and effective decisions at the
appropriate level which require detailed assessment of the individual circumstances to provide
appropriate solutions, whilst working within general ICT guidelines or ICT policies, procedures and
standards.

Provides effective solutions and recommendations on the most appropriate course of action in
relation to a range of ICT related matters.

Refer more complex matters to senior colleagues.

Responsible for decisions which will have a material effect on the uninterrupted coverage and
efficient provision of the ICT service to the Council and its partners.

Evaluates and determines the correct course of action to take in the event of a general technical
failure or service loss.

Determine the best solutions to immediate technical problems and manage to a conclusion. Any
errors of judgement can have immediate and serious effect on the ICT systems supporting the
Councils’ services.

Contributes to the development of ICT policies, processes and operational procedures.

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Appendix 2 - Job Description

Contributes to the management of risks, formulates and implements council policy on ICT disaster
recovery.
Errors of judgement can have immediate and serious effects on all council services.

Responsibility for resources:

Financial resources:

None

Physical resources:

Responsible for personal laptop (£450) and mobile/smart phone. – Away from work base approx
50% of the working week.

WORK ENVIRONMENT

Work demands:

Reprioritisation of work due to changes in council service areas’ business needs and policy, often
externally driven by government legislation or external funding.

Responds out of hours to emergency situations, such as loss of key customer systems, technical
failures or service faults.

Responds to unforeseen customer problems and where performance does not meet Service Level
Agreement targets.

Requests for impromptu advice on specialist systems or hardware capabilities.

Must discern interdependencies between different projects and pieces of work. For example delay
on one project might interfere with others.
Prioritises and allocates own time and project resources to get the best fit with changing and
conflicting deadlines and demands outside the control of the post-holder.

Must be able to transport themselves around the combined NLC and NELC geographic area.

Physical demands:

Normal physical effort

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Appendix 2 - Job Description

Working conditions:

Office based.

Agile multi sites Able to travel and work flexible hours in line with business need which may
include evening and weekend working on occasions.

Work context:

Minimal risk.

Able to travel and work flexible hours in line with business need

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Appendix 2 - Job Description

Position in organisation:

Indicate how many staff the post is directly accountable for:

Are posts in more than one location? Yes No x Up to 2

Is this at the same site? Are the posts managed highly mobile? Some
Is the supervision/management shared with another post in the structure? Yes  No

Please indicate which post(s) _______________________________________________

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Appendix 2 - Job Description

The post is subject to:

Disclosure of convictions under the Rehabilitation of Offenders (Exemption) Act 1974 Yes □ No □
Political restriction Yes □ No□

Employee:
(signed) (print) Date:

Manager:
(signed) (print) Date:

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Appendix 2 - Job Description

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