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Administration / Corporate Support

ICT Training Specialist South Central – 47724
£30,208 - £37,174
Multiple Locations

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We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit: https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity.

Overview of the job

This non-operational NPS Division based ICT Support team provides ICT 2nd Line Support and ICT Training to the NPS staff located within the Division.

  • Based in the Divisional Business Support Hub and part of the NPS ICT team, with a matrix line into the NOMS C&ICT who own and set the national ICT related working practices, policies – the NPS Div. ICT Support Team are responsible for implementation and support within the Division.
  • The Divisional ICT Support Team also provide the local “intelligent hands” support for the NOMS ICT Service.

The ICT Training Specialist has the lead ICT Training role within the Division. The NPS ICT Support Team delivers training courses, workshops, one-to-one training and provide a range of other learning opportunities and supporting materials.

  • Responsible for development and delivery of an ICT training strategy to meet the needs of the NPS in relation to the implementation of National Applications/ systems
  • Responsible for ICT Training schedule and delivery in the Division.
  • Contributes to testing activities of new systems and system changes. The Divisional ICT Support team are required to work closely and in support of the NOMS Business Application Support Team.
  • Contributes to the service management process by the provision of second line support services to resolve user queries.

Liaises with NOMS ICT staff and suppliers staff:-

  • To resolve problems. Ensures proper logging and timely escalation of customers’ requests for support, keeping customers advised on request status and progress.
  • Take lead role on the development of system enhancements to overcome known problems or further fulfil user requirements.
  • Working closely with NOMS BAST to define and develop effective training materials for delivery within the Division.

Flexible Work Location and Travel

  • Governed by the NPS-CRC Reciprocal Support agreements, the Div. ICT Support Team also provide ICT Training and Support services to CRC staff within the Region.
  • As the operational support arm of NOMS C&ICT on occasion the job holder will be required to provide ICT Support and Training to Probation staff within other Divisions.
  • Job holder will also be a member of Technical Reference/ User Support Groups and required to assist with System Upgrade testing and preparation activities.
  • The job holder is therefore required to be flexible regarding the location of the work when required.

Summary

The divisionally based NPS ICT Support Team has a matrix line into NOMS C&ICT. A multi-skilled role covering ICT User Support and Training.

ICT Training

  • Develop, manage and review IT training plans
  • Participate in the development of new training courses
  • Deliver ICT training courses to all NPS staff across the Division
  • Provide coaching sessions and 1:1 training
  • Provide ICT Training support to Assistive Technology (AT) users
  • Deliver presentations/workshop sessions on probation sites throughout the Division
  • Assist in conducting training needs analysis across the Division
  • Lead ICT Training contact in the Division. Required to lliaise with and support NOMS C&ICT:-
  • With Deployment of national application releases and other new software developments
  • Lead role contributing to development of training materials to ensure Divisional staff move effectively to the NPS Way or Working
  • To undertake product testing of new applications and system changes

Planning & Project Management

  • Carries out a variety of skilled activities related to planning and management of ICT projects and ICT Change initiatives
  • Has lead role for development, scheduling and delivery of related ICT Training.

ICT Support

  • Provide ICT 2nd line support for users
  • Responsible for provision and maintenance of “How To .” user documentation
  • Responsible for providing support, training and knowledge transfer to ICT Support colleagues

Responsibilities,Activities & Duties

The job holder will be required to carry out the following responsibilities, activities and duties:

ICT Training

The ICT Training Specialist has the lead role responsible for development and delivery of ICT Training and Support to NPS staff across the Division. With a matrix line into NOMS Change & ICT lead role facilitate standardised delivery of the NPS Way of Working. Supporting the Divisional Business Support Manager to enable the ICT Training provision to be aligned with the needs of the Division.

  • Proactive in developing alternative training solutions to meet the needs of a variety staff, including computer based training (CBT) and the use of other technologies.
  • To be responsible for the development of new training courses and user documentation on IT systems
  • Responsible for the development of all training materials, information bulletins and system messages to inform and assist users post training, e.g. processes; hints and tips, quick reference guides.
  • Effectively plan, deploy and manage resources to provide an internal training strategy and provide 2nd line helpdesk support.
  • Source and arrange external IT training courses for staff where required.
  • Liaise with NOMS Change & ICT, Divisional Business Support Manager(s) and business users on issues relating to new system developments, practice issues and business change.
  • Organise and lead with NOMS C&ICT staff on system testing of new applications and system changes and be responsible for the development of user documentation to support the implementation of such changes.
  • Plan training, presentations, user workshops and relevant resources to provide on site support services to assist with the implementation of new systems and features.
  • Liaise with NOMS C&ICT, local CRCs, Probation Divisions and other third parties to deliver effective training in national IT applications.
  • Represent local Division ICT Training and participate in National and Regional meetings.
  • Evaluate new IT Training applications/courses, training methods and resources from external sources.
  • Provide support and bespoke training for Assistive Technology users and raise issues faced by staff using this technology at project groups and meetings where appropriate.
  • Raise issues and direct staff where required on the administration and auditing of case systems
  • To maintain statistics and develop procedures for gaining user feedback on training provided.
  • To be responsible for the supervision, training and career development of ICT Training staff. Monitor ICT Trainers approach to maintain the standards of training delivery.
  • Conduct training needs analysis across the NPS Division to determine future training strategies
  • To monitor, evaluate and review the quality and effectiveness of training, assessment and outcomes of courses delivered.
  • Be responsible for health and safety issues within the training environment.
  • Be responsible for and be aware of diversity issues relating to training delivery and training materials.
  • Be responsible for health and safety issues within the training environment.Be responsible for and be aware of diversity issues relating to training delivery and documentation.

Planning & Project Management

  • Carries out a variety of skilled activities related to planning and management of ICT projects and ICT Change initiatives
  • Has lead role for development, scheduling and delivery of related ICT Training.

ICT Support

  • Provide ICT 2nd line support for users
  • Responsible for provision and maintenance of “How To .” user documentation
  • Responsible for providing support, training and knowledge transfer to ICT Support colleagues

Incident Management

  • Manage incidents for the Live Service reporting resolver group in line with Operational Level Agreements.
  • Lead role responsible for advice provided to ICT Support Team when dealing with known issues and provide practical solutions including the completion of the knowledge base to inform service desk for future reference.

Service Delivery

  • Raise issues and direct staff where required on the administration and auditing of case systems

Change and Release

  • Liaise with and support NOMS C&ICT with deployment of national application releases and other new software developments
  • Working directly with NOMS C&ICT undertake product testing of new applications and system changes and develop user documentation to support the implementation of new facilities.
  • Deliver presentations/workshop sessions on probation sites throughout the NPS Division to facilitate the implementation of new software features and procedures. Be responsible for maintaining and setting up of presentation equipment.

The duties/responsibilities listed above describe the post as it is at present and is not intended to be exhaustive. The Job holder is expected to accept reasonable alterations and additional tasks of a similar level that may be necessary. Significant adjustments may require re-examination under the Job Evaluation scheme and shall be discussed in the first instance with the Job Holder.

Behaviours

  • Seeing the Bigger Picture
  • Leadership
  • Working Together
  • Managing a Quality Service
  • Making Effective Decisions
  • Communicating and Influencing

Essential Experience

  • Knowledge and a good understanding of the HMPPS Applications, – National Delius, OASys, and IAPS. Awareness and basic knowledge of Prison NOMIS.
  • Understands HMPPS Change & ICT and local NPS Division and CRC landscape i.e. the activities, structure, and position in the organisation of the functions or departments for which services are provided.
  • Experience in ICT Support Team duties or similar role.

Technical requirements

IT literate with Expert knowledge of MS Office products (Word, Excel, PowerPoint,Lotus Notes Email).

Completion of, or working towards Preparing To Teach In The Lifelong Learning Sector (PTLLS)

Certificate in Teaching in the Lifelong Learning Sector (CTLLS) or Diploma (DTLLS) Educated to degree level or appropriate technical or management qualification Information Technology Information Library (ITIL), Best Practice – Minimum of Foundation.

SFIA Skills

  • Learning and Development Management ETMG Level 5
  • Learning Delivery ETDL Level 5
  • Service Desk and Incident Management USUP Level 3
  • Problem Management PBMG Level 3

Hours of Work (Unsocial Hours) Allowances

  • The incumbent is required to work set hours to cover the hours of the Service Desk.
  • On occasions there will be a need to work extended hours to meet a specific requirement.
  • Occasional travel and need to work within any of the other NPS Divisions in England and Wales.
  • Occasional need to travel to London and other locations for meetings and other activities.

Additional Information

Support

  • A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.
  • Access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services.
  • For moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers. You may however be eligible for alternative government childcare support schemes, including Tax Free Childcare. More information can be found on GOV.UK or Childcare Choices. You can determine your eligibility at https://www.childcarechoices.gov.uk/.
  • Paid paternity, adoption and maternity leave.
  • Free annual sight tests for employees who use computer screens.

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission’s recruitment principles. Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order

1- To Shared Service Connected Ltd (0845 241 5358 (Monday to Friday 8am – 6pm) or e mail Moj-recruitment-vetting-enquiries@gov.sscl.com);

2- To Ministry of Justice Resourcing (resourcing-services@justice.gov.uk);

3- To the Civil Service Commission (details available here)

The Civil Service embraces diversity and promotes equal opportunities. As a Disability Confident employer, MoJ are committed to providing everyone with the opportunity to demonstrate their skills, talent and abilities, by making adjustments throughout all elements of the recruitment process and in the workplace. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria, except in a limited number of campaigns.

You will be able to request reasonable adjustments to the recruitment process within the application form. If you need additional help completing the application form, please contact the SSCL Recruitment Enquiries Team.

0.6fte /22.2 hours per week – 3 days to include a Thursday and Friday and one other day.

Working Arrangements & Further Information

Standard working hours are 37 hours per week excluding breaks which are unpaid. 

Benefits

The MoJ offers a range of benefits:

Annual Leave

Annual leave is 25 days on appointment and will increase to 30 days after ten years’ service.

There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.

Pension

The National Probation Service is covered by the Local Government Pension Scheme (LGPS) run through the Greater Manchester Pension Fund (GMPF).  Please visit www.gmpf.org.uk for further information.

Please note: Any current Civil Servant who is a member of the PCSPS, by accepting an offer of employment to the National Probation Services will be opted out of the PCSPS and auto enrolled into the Local Government Pension Scheme.

Training

The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.

Networks

The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender.

Eligibility

All candidates are subject to security and identity checks prior to taking up post