Job Title: ICT Specialist
Contract Duration: 3 Months
Hours Per Week: 37
Purpose of the role:
Business Need
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Client has undergone significant digital transformation over the last 12 months, including the implementation of a new CRM system. This has required substantial input from managers and operational staff to address system build issues, align system functionality with operational processes, support system development, and manage ongoing improvements.
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Despite significant progress, challenges remain, particularly in relation to data extraction, reporting functionality and the production of management information required to meet Welsh Government and UK Government reporting requirements. Considerable resource continues to be invested in resolving these issues and maximising the effectiveness of the system.
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The service will also shortly be implementing a new Welsh Government CRM system, which is expected to place further demands on both operational and ICT resources. Dedicated support will be required to ensure successful implementation, integration with existing processes, staff adoption and ongoing optimisation.
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In addition to the CRM and the upcoming new Welsh Gov system, we are also currently exploring a number of other digital solutions, including Body SWAP (Virtual Reality learning technology) and Arlo (training management software). The postholder would support these projects from initial scoping and procurement through to implementation, integration, training and ongoing development.
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There will also be a requirement for this specialist to identify, evaluation and implement new digital systems and software that can continue to enhance our service delivery and support outcomes for participants and employers.
Proposed Job Purpose
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To provide dedicated ICT, systems and digital development support to the client Employability Service, leading on the implementation, development, optimisation and management of CRM systems, reporting solutions and other digital platforms.
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This role will act as the key link between client, ICT Services and software providers and other stakeholders, ensuring systems are effectively implemented, maintained and utilised to support service delivery, performance management and continuous improvement.
Proposed Key Responsibilities
* Lead the ongoing development, optimisation and support of the ICONI CRM system and other business systems.
* Support the implementation, integration and embedding of new digital systems and platforms.
* Lead user acceptance testing, implementation planning and business readiness activities of new systems
* Manage system enhancements, testing, troubleshooting and continuous improvement activities.
* Develop and improve reporting, dashboards and management information solutions alongside the Performance and Business Manager
* Research, evaluate and implement new technologies and digital solutions to enhance service delivery and efficiency.
* Support procurement, implementation and roll-out of new systems and software to future proof the service.
* Provide specialist systems support and training to staff and managers.
* Promote effective use and adoption of digital systems and tools.
* Act as the primary link between client, ICT Services and software suppliers.
* Build effective relationships with technical and operational stakeholders to support successful system delivery.
Essential Knowledge, Skills & Experience
* At least HND in a Computer related Discipline or a Graduate of any numerate subject is essential such as Information Technology, computer Science, Digital Services, Business Information Systems.
* A degree in computer related discipline or associated course/professional qualification is desirable.
* Experience leading ICT system implementation, digital transformation projects, requirement gathering, business process redesign.
* Experience of data analysis, reporting and dashboard development.
* Experience of developing and implementing reporting and data visualisation tools to develop dashboards and performance reports. Power BI is an essential requirement for this role.
* Experience of working with software suppliers and stakeholders.
* Excellent communication and stakeholder engagement skills within a complex organisation.
* Ability to translate business needs into effective technical solutions.
* Knowledge of GDPR, information governance and data management principles.
Expected Outcomes
* Improved functionality, performance and utilisation of the CRM and other business systems to ensure that the service is able to report on many complex, fast paced, short term projects and remain relevant.
* Enhanced reporting capabilities and management information.
* Successful implementation and embedding of new digital systems
Salary description
£25.00 - £25.99 per hour