Must hold an NV1 clearance

ITSM Level 2 Support x 2

• Maintains application support processes, and checks that all requests for support are dealt with according to agreed procedures.
• Uses application management software and tools to investigate issues, collect performance statistics and create reports.

Activities may include — but are not limited to:

• investigate and resolve issues
• implement working practices to support iterative/agile development and/or cloud-based applications
• monitor performance of applications
• provide guidance or training to users
• devise permanent or temporary corrections and workarounds for faults
• adhere to established safety, security and quality standards
• capture user feedback for subsequent analysis to inform future application development
• implement general or site-specific modifications
• update documentation
• maintain application data
• define enhancements.

Application maintenance and support services may be delivered directly to users of the systems or to service delivery functions.