15079 - Judicial & RCJ 2nd Line Digital Support Officer

Location: Primarily based at Royal Courts of Justice, Strand, London. However, visits to courts across England and Wales likely. The HMCTS Digital Change Directorate (HMCTS DCD) based at 102 Petty France, London and therefore working from this location on an occasional basis will be required.

Job Title: Judicial and Royal Courts of Justice Group (RCJG) Digital Support Officer (2nd Line Support)

Pay Span or equivalent: Band C x2

Appointment

This is a permanent role in the Digital Change Directorate.

Location: Royal Courts of Justice

Background

Her Majesty’s Courts and Tribunals Service (HMCTS) is an agency of the Ministry of Justice (MoJ) and provides the supporting administration for the Judiciary across England and Wales.  It delivers services to the public directly in court and tribunal buildings, remotely via business centers and digital services online.

The organisation is continuously adopting new or better ways of working to ensure that it delivers services focused on user needs, in the most cost effective way. This includes services enabled by new digital products. There are high expectations of all staff, whatever role they have in enhancing the organisation and the services it delivers.

HMCTS has a once in a generation opportunity to transform the entire Courts and Tribunals Service through the HMCTS Reform Programme, with funding confirmed in the 2015 spending review. The Programme will enhance the provision of a world-class justice system, in a manner that provides an improved user experience at reduced cost to the taxpayer. This will contribute to consolidating the UK’s position at the forefront of an increasingly competitive international legal market as well as ensuring access to justice for all.

The programme includes creating high quality digital products and services, modernising the court estate, updating and replacing its technology, speeding up and streamlining working practices, refurbishing buildings to reduce maintenance costs and provide much improved services for service users, especially vulnerable witnesses and victims.

The Digital Change Directorate is growing to enable HMCTS to become a digital organisation, building the new digital products, the programme and live operations teams necessary to deliver online services to our users and staff. Effective staff engagement at this time of such significant change will be critical to success; building positive and lasting relationships throughout the organisation.

An effective courts and tribunals service is fundamental to our democracy, underpinning the rule of law. This is an opportunity to work in a role that will support and enable the digitisation of an organisation and run an operation designed not just to give our courts and tribunals a sustainable and affordable future, but improve how we deliver justice.

HMCTS Digital Change Directorate has deployed Microsoft Office 365 (MS365) to c25,000 judges. It is known as eJudiciary.

This support role is as part of a dedicated 2nd/3rd Line support team. There is a separate 1st Line Service Desk. The 2nd Line Service desk deals with complex incidents, maintenance and monitoring as well as development and delivery of new requirements using MS365.

Support is also provided to the judiciary on other products as well as advice and guidance that includes departmental/government/judicial policies for the use of digital services.

Job Description

The Key Purpose of the role is:

• 2nd Line point of contact regarding support for c25,000 members of the judiciary, located nationally who use eJudiciary and other IT products/services. Capture, record and resolve incidents in accordance with agreed protocols/SLA’s.
• To take on responsibilities relating to other Judicial and RCJG IT services in support of escalation of live service issues, delivery of services and investigation/delivery of new requirements.

Key Responsibilities

Operations

• Manage customer expectations when dealing with an incident/new work request and show reasoning and analysis when providing options and recommendations to resolve/deliver;
• Maintain ‘Service Now’ log of all incidents raised and resolve incidents in accordance with office standards and the SLA.
• Follow (major) incident, change and problem management operating procedures. Contribute to maintaining them and suggesting improvements.
• Proactively monitor call trends, using this knowledge to provide suggestions to stakeholders on improvements to the service.
• To provide input into wider team’s initiatives. The post-holder will be expected to actively contribute to the team’s operational objectives and provide input into how the team can improve and meet its targets;
• Produce/maintain clear and concise documentation (office protocols, team guides, user guides, communications to user, etc).
• Identify and procure hardware/software and assist with financial management and invoice payment, following departmental guidelines.

Analysis

• Assess the impact of any changes to MS365 and to identify how this may impact the customer/support team.
• Assess the impact of change and provide recommendations to stakeholders.

Communicating with the judiciary and representatives of other agencies and organisations

• To understand the different types of customers and respond to them appropriately.
• Understand the urgency and skill levels of customer and use discretion when communicating;
• Ensure complex IT issues can be explained in plain English.
• Dealing with telephone/e-mail queries from customers outside of eJudiciary.
• Contacting and liaising with departmental IT suppliers and representing our interests.
• Present at IT Roadshows (held nationally) the eJudiciary service.

Representation

• As required represent the office/directorate/department in meetings with customers, business representatives and internal/external suppliers.

Specialisms

• Ensure specialist knowledge of MS365 and related administrative tools is up to date and maintained.

Accountability

• Accountable to the eJudiciary Support Helpdesk Manager and in turn to the Head of Judicial and RCJG ICT.

Other Duties

The post-holder is required to work in a flexible way and undertake any other duties reasonably requested by line management which are commensurate with the grade and level of responsibility of this post. The office does provide support to the Royal Courts of Justice Group as well as forming part of the HMCTS Digital Change Directorate.

Essential capabilities

Capability

Description of capability

Level of mastery

What the level of mastery means

Change management

Able to manage changes to service, configuration items, organisational change, supplier change and associated documentation. Able to request changes due to incidents or problems to provide effective control and reduction of risk to the security performance and availability. Ensures compliance of the business services impacted by the change. Understands policy, principles and approach. Applies understanding and knowledge in project or programme activities. Develops experience in the use of key change management tools and processes.

Awareness

Able to implement changes based on requests for change. Applies change control procedures.

Community collaboration

Contributes to the work of the community, building successful teams through understanding team styles and influencing as well as motivating team members. Gives and receives constructive feedback, facilitating the feedback loop. Facilitates conflict resolution within teams, ensures the team is transparent and that the work is understood externally. Able to help teams maintain a focus on delivery while being aware of the importance of professional development.

Working

Contributes to the work of others whilst having the ability to motivate and empower teams. Creates the right environment for teams to work in and is able to facilitate the best team makeup depending on the situation. Recognises and deals with issues.

Incident management

Coordinates the response to incident reports, ensuring relevant prioritisation and detail to allow effective investigation. Identifies the correct procedures or channels for resolution and monitors resolution activity and progress updates to customers. Understands key change management tools and processes.

Working

Able to diagnose and prioritise incidents, investigating their causes and finding resolutions.

Ownership and initiative

Takes ownership of problems and proactively resolves technical problems, ensuring that technical solutions continue to meet business requirements. Takes full accountability for actions taken and decisions made.

Working

Owns an issue until a new owner has been found or the problem has been mitigated and / or resolved.

Problem management

Understands and identifies problems, analysing and helping to identify the appropriate solution. Is able to classify and prioritise problems, document their causes and implement remedies.

Working

Initiates and monitors actions to investigate patterns and trends to resolve problems, including consulting specialists where required. Determines the appropriate remedy and assists with implementation of it as well as preventative measures.

Service focus

Maintains focus on the whole life of service delivery - designs, develops, delivers and operates. Ensures that a set of IT products, suppliers and vendors come together to deliver an IT service.

Working

Takes inputs and establishes coherent frameworks that work.

Understanding of service management framework

Has an in-depth understanding of service management framework principles and processes, and the ability to apply the technical knowledge in project or programme activities.

Awareness

Has expert certificate in service management framework qualification.

User focus

Understands users and can identify who they are and what their needs are based on evidence. Able to translate user stories and propose design approaches or services to meet these needs and engages in meaningful interactions and relationships with users. Puts users first and can manage competing priorities.

Working

Identifies and engages with users and stakeholders to collate user needs evidence and understands and defines research which fits user needs. Able to use quantitative and qualitative data about users to turn user focus into outcomes.

Desirable capabilities

Capability

Description of capability

Level of mastery

What the level of mastery means

Asset and configuration management

Conducts the lifecycle management for assets including hardware, software, intellectual property, licences, warranties. This includes managing usage, disposal, compliance, inventory, sustainability, cost optimisation and protection of the asset portfolio. Helps to improve investment decisions and capitalise on opportunities. Complies with international standards for asset management. Documents information relating to the assets including identification, classification and specification of all items, and information related to storage, access, versions. Is able to apply status accounting and auditing in line with relevant criteria.

Awareness

Tracks, logs and corrects information to protect assets and components.

Availability and capacity management

Able to define, analyse, plan, forecast, measure, maintain and improve all aspects of the availability of services, including power. Controls and manages service availability to meet the needs of the business in a cost effective manner, including managing the capability, functionality and sustainability of service components (including hardware, software, network resources and software or infrastructure as a service).

Awareness

Aware of availability and capacity management processes.

Broad technical understanding

This specific knowledge underpins an individual’s ability to deliver the responsibilities and tasks for their role. This relates to the application of the required breadth and depth of technical knowledge. This also includes staying abreast of industry developments to make cost effective use of new and emerging tools and technologies.

Awareness

Aware of the subject matter and has an understanding of what it involves.

Continual service improvement

Identifies and explores opportunities for service and business improvement. Drives the analysis, identification, prioritisation and implementation of improvements and efficiencies, thereby ensuring that the organisation derives maximum value from services. This includes recognising the potential for automation of processes, determining costs and benefits of new approaches and managing change or assisting implementation where needed.

Awareness

Aware of the importance to consider developing process efficiency and common ways in which processes are optimised. Supports specific activities to improve development processes. Able to spot or identify obvious deficiencies.

Continuity management

Provides service continuity planning and support. This includes identification of information, systems which support critical business processes, the assessment of risks to those systems’ availability, integrity and confidentiality as well as the coordination of planning, designing, testing and maintenance procedures and contingency plans to address exposures and maintain agreed levels of continuity.

Awareness

Aware of the IT standard continuity management processes and procedures.

Civil Service competencies

In the Civil Service, we use the Competency Framework to outline expected behaviours. Competencies are used as part of the assessment during the interview process.

Essential competencies

Competency

Description

Interpretation for the job role

Changing and improving

People who are effective in this area take initiative, are innovative and seek out opportunities to create effective change. For all staff, it’s about learning from what has worked as well as what has not, being open to change and improvement and working in ‘smarter’, more focussed ways. For leaders, this is about creating and encouraging a culture of innovation and allowing people to consider and take informed decisions. Doing this well means continuously seeking out ways to improve policy implementation and build a leaner, more flexible and responsive Civil Service. It also means making use of alternative delivery models including digital and shared service approaches wherever possible.

Makes the right decision at the right time. Fixes the cause of the problem, not the effect.

Collaborating and partnering

People skilled in this area are team players. At all levels, it requires working collaboratively, sharing information appropriately and building supportive, trusting and professional relationships with colleagues and a wide range of people within and outside the Civil Service, whilst having the confidence to challenge assumptions. For senior leaders, it’s about being approachable, delivering business objectives through creating an inclusive environment, welcoming challenge, however uncomfortable.

Is a good team player and works effectively across IT operations. Is able to manage challenging relationships with internal and external teams and suppliers.

Delivering at pace

Effectiveness in this area means focusing on delivering timely performance with energy and taking responsibility and accountability for quality outcomes. For all staff, it’s about working to agreed goals and activities and dealing with challenges in a responsive and constructive way. For leaders, it is about building a performance culture where staff are given space, authority and support to deliver outcomes. It’s also about keeping a firm focus on priorities and addressing performance issues resolutely, fairly and promptly.

Focuses on delivering timely performance and takes responsibility and accountability for quality outcomes. Works to agreed goals and deals with challenges in a responsive and constructive way. Applies agile techniques to continual service improvement.

Making effective decisions

Effectiveness in this area is about using sound judgment, evidence and knowledge to arrive at accurate, expert and professional decisions and advice. For all staff, it’s being careful and thoughtful about the use and protection of government and public information to ensure it is handled securely and with care. For leaders, it’s about reaching evidence based strategies, evaluating options, impacts, risks and solutions and creating a security culture around the handling information. They will aim to maximise return while minimising risk and balancing a range of considerations to provide sustainable outcomes.

Works in a no-blame culture and feels empowered to make judgement calls. Makes the right decisions at the right time based on the information and evidence available. Takes measured risks and learns from mistakes. Visualises, articulates and solves complex problems and concepts. Applies logical thinking and information from analysis using comprehensive tools and techniques to make and validate decisions.

Managing a quality service

Effectiveness in this area is about valuing and modelling professional excellence and expertise to deliver service objectives, taking account of diverse customer needs and requirements. People who are effective plan, organise and manage their time and activities to deliver a high quality, secure, reliable and efficient service, applying programme, project and risk management approaches to support service delivery. For leaders, it is about creating an environment to deliver operational excellence and creating the most appropriate and cost effective delivery models for public services.

Prioritises tasks and understands business needs. Measures the impact of their work. Ensures that services are available for users (99999 approach). Proactively manages problems which underpin service availability by employing programme, project and risk management methodologies appropriately.

Leading and communicating

At all levels, effectiveness in this area is about showing our pride and passion for public service, communicating purpose and direction with clarity, integrity and enthusiasm. It’s about championing difference and external experience, and supporting principles of fairness of opportunity for all. For leaders, it is about being visible, establishing a strong direction and persuasive future vision; managing and engaging with people in a straightforward, truthful and candid way.

Ensures that technical terminology is business-oriented. Translates technical terminology and asks the right questions to find solutions.

Please note that the following skills have been listed and are requirements of the post, however consideration will be given to the right candidate who cannot fully meet the essential skills, as training can be provided.

The following skills/qualifications are essential for the post:

• Knowledge and experience of administering MS365 (at 2nd line level). The post-holder is required to have specialist knowledge of MS365 environment - Exchange online (e.g. message tracing, managing malware incidents), SharePoint (e.g. create a team site), Powershell (create and execute scripts), Azure (Dynamic Security Groups) and Skype for Business;
• Advanced knowledge of MS Outlook, Word, Excel and Powerpoint (as described by most external courses);
• Knowledge of the different operating systems/devices highly desirable, however Windows 8.1, Windows 10 and iOS is essential.
• Experience of dealing with senior stakeholders. This role will involve dealing with the senior judiciary;
• Experience of dealing with incident, problem and change management processes.
• Being able to effectively communicate to internal and external stakeholders clearly and concisely (e.g. explaining a complex incident in plain English).
• Experience of working in a 2nd Line team within an IT support environment.
• Production of support documentation and training materials for both internal support teams and customers.
• Being able to deliver training to colleagues and customers;
• Experience of a call logging systems (Service Now highly desirable).

The following skills/qualifications are desirable for the post:

• Experience of financial control in managing resources, compliance and value for money;
• Experience of government budget controls and procurement of IT hardware/software.

You will be required to obtain SC security clearance for this role however this is not essential before commencement of the role.

Support Hours are currently 8am – 6pm, however this may change. The role is predominately based at the Royal Courts of Justice, but some regional travel to visit judges may be necessary.

Job Sharing and Reduced Hours

All applications for job sharing or reduced hours will be treated fairly and on a case by case basis in accordance with the MoJ’s flexible working policy and equality policy.

Excess Fares and Relocation Allowances

This job is not eligible for relocation allowances but excess fares may be considered in accordance with MoJ’s excess fares allowance policy.

HMCTS offers a range of benefits

Annual Leave

Generous allowances for paid holiday starting at 23 days per year, and rising as your service increases. 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 2.5 privilege days. Leave for part-time and job share posts will be calculated on a pro-rata basis.

Pension

The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.

Training

HMCTS 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 salary sacrifice arrangements for childcare vouchers, and voluntary benefits such as retail vouchers and discounts on a range of goods and services.
• 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 employees.

Closing Date: 5th February 2018 at 23:55 hours

If you require any assistance please call 0845 241 5359 (Monday to Friday 8am - 6pm) or e mail Moj-recruitment-vetting-enquiries@sscl.gse.gov.uk Please quote the job reference.