26909 - ICT Training Specialist - London

£29,038 - £37,174
1
12 Months
London
London
NPS MITRE HOUSE LONDON, SE1 1JD
Other
NPS Pay Band 4 London
Permanent
Full Time
Education and Training, Information Technology

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 and 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.

 

Essential Skills/ Qualifications/ Accreditation/ Registration       

Skills/ Qualifications/ Accreditation/ Registrations required or equivalents or relevant suitable experience

  • Knowledge and a good understanding of the NOMS Applications: National Delius; OASys and IAPS. Awareness and basic knowledge of Prison NOMIS.
  • Understands NOMS 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.
  • Educated to degree level or appropriate technical or management qualification
  • 3 years’ experience in training/ teaching role (preferably in an ICT Training environment)
  • 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)
  • 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

CS Core Competences

  • Seeing the big picture 3
  • Making effective decisions 3
  • Leading and Communicating 3
  • Collaborating and partnering 3
  • Delivering value for money 3
  • Managing a quality service 3

 

Hours of Work and 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.
The jobholder must be able to fulfil all spoken aspects of the role with confidence in English or (when specified in Wales) Welsh.
In addition this post attracts a London allowance payment which will be discussed at interview

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

Generous allowances for paid holiday starting at 25 days per year, and rising as your service increases. 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.

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 any moves across the Civil Service may have implications on your ability to carry on claiming childcare vouchers
  • Paid paternity, adoption and maternity leave.
  • Free annual sight tests for employees who use computer screens.

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

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.

The Civil Service embraces diversity and promotes equality of opportunity.

There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.

To be confirmed

19/06/2019, 23:55 hours.

If you require any assistance please call 0845 241 5358 (Monday to Friday 8am - 6pm) or e mail Moj-recruitment-vetting-enquiries@sscl.gse.gov.uk. Please quote the job reference - 26909.

Annalisa Bentley - Divisional Business Manager

Candidate Information

You may be required to provide statements describing your skills and experience relevant to each of the selection criteria. We recommend that you structure any examples as Situation, Task, Action and Result. For more information about the recruitment process and answers to general queries, please click the below link which will direct you to our Candidate Information Page.

Link: https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ

In the event of a large number of applications, we reserve the right to undertake the following processes:


  • An automated online test where a benchmark must be passed to progress;
  • A sift on the lead selection criteria. If this happens, the lead criteria will be the first one listed in the advert.

During the selection process, you may be asked to undertake an additional assessment (such as written test). If this is applicable you will be notified of this when you are invited to interview.



if you feel that your application has not been treated in line with the Civil Service Recruitment Principles, please contact SSCL (Moj-recruitment-vetting-enquiries@sscl.gse.gov.uk) in the first instance
Seeing the Big Picture
Making Effective Decisions
Leading and Communicating
Collaborating and Partnering
Delivering Value for Money
Managing a Quality Service
NVQ Level 4 or equivalent in a relevant subject (or appropriate practical experience).

This Vacancy is closed to applications.