Job info |
Job info details |
Job title |
Liquid Logic and Capita Systems Support Officer |
Strategic team/Directorate |
Children’s Services |
Service |
Children’s Safeguarding |
Business unit |
Safeguarding, Early Help and Business Intelligence |
Responsible to (day to day issues) |
Service Manager Business Intelligence |
Accountable to (line manager) |
Service Manager Business Intelligence |
Salary grade |
G |
JE ref |
JCT73 |
1. Key purpose of job
- Design, develop and maintain all aspects of systems administration for the Capita One and Liquid Logic Systems, providing a high-quality service level to users of the system across Torbay Children’s Services.
- Provide first line support to Capita One and Liquid Logic users to resolve day to day operational issues.
- Define system settings and provide support to frontline staff to capture and promote good practice and effective business processes through the Capita One and Liquid Logic Systems.
- Extracting data from the Capita One and Liquid Logic Systems using tools such as SQL, Crystal or SSRS, creating reports to meet Children’s Service’s needs.
2. Anticipated outcomes of post
- The Capita One and Liquid Logic Systems are maintained securely and developed to meet emerging national and local priorities for Torbay Children’s Services.
- Data is captured and securely stored in ways that facilitate effective statutory and business reporting including reports for the Department for Education and Ofsted on behalf of the Council.
- An effective, efficient and comprehensive systems administration service is provided for Capita One and Liquid Logic Systems and supporting systems and a helpdesk service for end users.
- The configuration of the Capita One and Liquid Logic Systems are controlled to best meet the needs of all users.
- The user experience and requirements of Children’s Services senior officers and frontline staff are effectively incorporated into the system design, tested and set up as needed.
- Ongoing system improvement and development recommendations are made, to minimise conflicting business requirements from different user groups and provide user defined forms design and development testing.
- Improved end user Capita One and Liquid Logic Systems skills through direct development and support for training programmes and one-to-one work with individuals and teams.
- Effective quality assurance systems are in place for data quality, data cleansing and systems security.
- Users of Capita One and Liquid Logic Systems feel that they get adequate support to enable them to use the system effectively.
- Capita One and Liquid Logic Systems related problems and resolutions are identified, recorded and resolved effectively.
- The Capita One and Liquid Logic Systems has a suite of reports to meet the needs of Heads of Service and managers within the Education department.
3. List key duties and accountabilities of the post
- Responsible for safeguarding and promoting the welfare of children at all times.
- Develop and maintain all aspects of Capita One and Liquid Logic Systems, from design to delivery.
- To ensure system security and integrity through agreed security access levels detailed in Capita One and Liquid Logic configuration documents. The post holder will be responsible for the configuration, update, and management of these documents.
- Management and control of the configuration of Capita One and Liquid Logic Systems, with responsibility for system set-up for upgrades in accordance with agreed configuration documentation.
- Design, develop and use reporting tools to produce accurate information from data held within Capita One and Liquid Logic databases and enable effective performance management.
- To set up and maintain all new system users with appropriate profiles, permissions, and password logon arrangements. Create and manage new user/leaver process documentation.
- Manage all helpdesk support including:
- Logging all incoming calls and e-notifications of a support nature into a Helpdesk support
system, resolving the issue directly in most cases or where this is not possible, identifying the
severity of the problem and the persons responsible for rectifying, e.g., Capita, Liquid Logic,
Torbay ICT.
- Providing information and advice to Capita One and Liquid Logic Systems users and the
Capita One and Liquid Logic user groups on system improvements.
- Responding to any out of hours enquiries made by answer phone or e-notifications, logging on
the help desk system and resolving the issues arising.
- Testing and supporting system upgrades.
- With IT service limiting ‘down time’.
- To be fully conversant with and develop and maintain ‘expert’ skills in the use of Capita One and Liquid Logic software, and be fully competent with the Helpdesk support software in use.
- Identify common problems experienced by users and find, develop, record and promote preventable solutions and workarounds and use these to produce effective guidance documents for system users.
- To keep up to date with Torbay Children’s Services policies and Capita One and Liquid Logic development plans (system roadmap), with provision of advice as to how the system can best be designed to support changes to business processes.
- Support all levels of staff within Children’s Services, particularly those involved in Capita One and Liquid Logic involved with ongoing systems development work, contributing to all areas including business process mapping and system testing tasks.
- Design and creation of User Defined Forms as required and ensuring the configuration control of User Defined Forms used in the Capita One and Liquid Logic Systems.
- Develop, maintain and follow the Capita One and Liquid Logic change control process.
- Assist Capita One and Liquid Logic users in their use of the system through direct support to training programmes, presenting specified system training to groups and individuals.
- Develop and maintain data and system quality assurance reports and support management in identifying non-conformance to agreed system protocols.
- Timely and effective communication of system events to affected users, including Health and other agency partners.
- Liaise and work with Torbay staff and partner agencies at all levels to ensure appropriate support, testing and maintenance of the Capita One and Liquid Logic software.
- Attend South West Capita user groups to ensure that the Education department has access to current information about Capita One and Liquid Logic Systems developments and opportunities for improvements.
- Create new information resources and establish systems to collect and maintain data that will influence strategic decision making and operational case management.
- To provide pragmatic and reliable decisions on the best way to develop and maintain core information systems that Children’s Services rely on and that have a significant impact on the standing of the organisation and senior officers.
4. Budgetary/Financial Responsibilities of the post
5. Supervision/Line Management Responsibilities of the post
6. Working environment and conditions of the post
- Normal working conditions.
7. Physical demands of the post
8. Specific resources used by the post
- The use of mobile office technology as part of agile working i.e. laptops, tablets and smart phones.
9. Key contacts and relationships
- External:
- Capita One and Liquid Logic staff at all levels in connection with system issues.
- Colleagues within the Capita One and Liquid Logic User Groups.
- Staff at all levels from partner agencies who access Capita One and Liquid Logic Systems.
- Internal:
- Staff at all levels within Torbay Children’s Services.
- Staff at all levels within Torbay ICT Services.
- Staff at all levels across Torbay Council.
10. Other duties
- To undertake additional duties as required, commensurate with the level of the job.
Other Information
- All staff must commit to Equal Opportunities and Anti-Discriminatory Practice.
- The Council operates a Smoke-Free Policy and the post-holder is prohibited from smoking in any of the Council's buildings (including Council owned and Council leased buildings, but excluding designated areas in residential schemes), enclosed spaces within the curtilage of buildings, and Council vehicles. The Council does not permit smoking breaks within work time, however, in services where the flexi-scheme is in operation, employees may take reasonable break times outside of core hours, in accordance with flexi-time arrangements. Employees should follow the flexi-scheme procedure for agreeing time away from their duties in the normal manner with their immediate colleagues and line manager, with break start and finish times being recorded, as with any other break-time arrangement.
- The post-holder is expected to familiarise themselves with and adhere to all relevant Council Policies and Procedures.
- The post-holder must comply with the Council’s Health and Safety requirements as outlined in the H&S policy appropriate to the role.
- The post is eligible for both hybrid and permanent home working.
- The post-holder must be committed to the Council’s Core Values for employees – “Torbay Council employees are committed to being forward thinking, people orientated and adaptable - always with integrity”. Evidence will be sought during the probation and appraisal processes.
- You will be asked to complete a Criminal Records Self Declaration Form. Criminal convictions will only be taken into account when they are relevant to the post. You will only be asked to disclose ‘unspent’ convictions.
- Torbay Council is committed to safeguarding and promoting the welfare of children and applicants must be willing to undergo the checks appropriate to the post applied for.
- The post holder is expected to work in a way that ensures vulnerable children and adults are safeguarded and report any safeguarding concerns in accordance with established policies and procedures.
- As this post meets the requirements of the Immigration Act 2017 (part 7) the ability to converse at ease with members of the public and provide advice in accurate spoken English is essential for the post.
Person Specification
Note for Candidate
All Candidates
The supporting statement on your application form will be used to assess ability to meet the essential requirements of the role, so you should explain how you meet each of the numbered essential requirements within your supporting statement.
In a competitive situation, the desirable criteria may be taken into consideration, so you are encouraged to show how you also meet each of the desirable criteria.
Candidates who consider that they have a disability
Reasonable adjustments will be made to the job, job requirements or recruitment process for candidates with a disability.
If you consider yourself to have a disability you should indicate this on your application form, providing any information you would like us to take into account with regard to your disability in order to offer a fair selection interview.
Where ever possible and reasonable we will make adjustments and offer alternatives to help you through the application and selection process.
If you have indicated that you have a disability on your application form you will be guaranteed an interview if you clearly demonstrate in your supporting evidence how you broadly meet the essential requirements of the role.
Job info |
Job info details |
Job Title |
Liquid Logic and Capita Systems Support Officer |
Strategic team/Directorate |
Children’s Services |
Service |
Children’s Safeguarding |
Business unit |
Safeguarding, Early Help and Business Intelligence |
Skills and effectiveness
Essential skills and effectiveness
- Expert ICT and keyboard skills, including Microsoft Office applications sufficient to produce guidance documents, user instructions and complex reports.
- As this post meets the requirements of the Immigration Act 2016 (part 7), the ability to converse at ease with members of the public and provide advice in accurate spoken English is essential for the post.
- Effective communication skills to include the ability to convey information accurately and clearly when explaining system details and complex detailed procedures.
- Influencing and persuading more senior staff to complete tasks that they will consider to be additional and onerous to their current work demands.
- Ability to listen to presented information, analyse, and solve problems in order to respond effectively to customer needs.
- Demonstrable customer focus, remaining professional when dealing with staff that may be angry and frustrated about difficulties with the information system they are using.
- Ability to be effective in both the team setting and when working alone.
- Ability to plan and organise work effectively to ensure system developments are planned and resourced to meet deadlines.
Desirable skills and effectiveness
- Training skills.
- Innovative and able to keep up to date with developments in technology – able to take on new skills quickly.
Knowledge
Essential knowledge
- Considerable and detailed knowledge of a database centric software package.
- Expert user and development knowledge of Management Information Systems.
Desirable knowledge
- An understanding of Local Authority Children’s Services business processes.
Experience and achievements
Essential experience and achievements
- Computer systems administration experience sufficient to effectively maintain, develop and utilise a variety of systems.
- Experienced in dealing with competing priorities in a time sensitive environment.
- Able to demonstrate experience of working in an end-user environment.
- Experience of problem resolution with external software suppliers.
Desirable experience and achievements
- Helpdesk operations experience.
- Staff training experience.
Qualifications/professional memberships
Essential qualifications/professional memberships
- Educated to ‘A’ level standard or equivalent or significant demonstrable experience.
Desirable qualifications/professional memberships
- Staff Management qualifications.
- ICT training courses with certification for report writing.
Other requirements
Other requirements of the job role
- Demonstrates a commitment to safeguard and promote the welfare of children and young people.
- Ability to accommodate unsociable hours to support peak pressure points such as system upgrade periods.
- Ability to travel efficiently around the Bay/Southwest/UK in order to carry out duties.
- Ability to accommodate occasional/permanent homeworking.