Interested in a simple Skills Scan and Learning Progress Tracker tool for the Applications support lead standard?
Knowledge
K1: awareness of the legal requirements relating to the use of data as set out in the GDPR 2016/679 and the Data Protection Act 2018
K2: awareness of the legal requirements related to the provision of application support services including the Malicious Communications Act 1988, the Copyright, Designs and Patents Act 1988, the Computer Misuse Act 1990, the Copyright (Computer Programs) Regulations 1992 and the Privacy and Electronic Communications (EC Directive) (Amendment) Regulations 2011
K3: organisational data and information security standards, policies and procedures relevant to data management activities
K4: the differences between structured and unstructured data
K5: principal approaches to defining customer requirements for data analysis
K6: approaches to combining data from different sources
K7: approaches to data tools and methods for data analysis
K8: how to use data ethically and the implications of data use for wider society
K9: the principles and processes of the systems lifecycle, for example ITIL (IT Information Library)
K10: change and release management processes that support effective planning and implementation of system and application changes
K11: project management principles and processes, including the principle of Agile
K12: remote working and collaborative platforms and tools, that are used by organisations for internal and external communications and digital working practices including approaches to usability and accessibility
K13: defect management processes
K14: the distinction between the root cause of a defect and its effects
K15: principles of testing methodologies (manual and automated) including the importance of clear supporting documentation
K16: the role of software testing within the context of project and product risk reduction in the systems development life cycle, including regression testing
K17: security vulnerabilities and approaches to security testing including penetration testing
K18: the process of transition from software development and testing into production and live support
K19: roles within a multidisciplinary team and the interfaces with other areas of an organisation
K20: awareness of how their role fits into their stakeholders’ wider technology environment
Skills
S1: use data systems securely to meet requirements and in line with organisational procedures and legislation, including principles of Privacy by Design
S2: implement the stages of the application lifecycle ensuring that principles of usability and accessibility are embedded in the approach at every stage
S3: assess the impact on user experience and domain context on the data analysis activity
S4: communicate verbally and non-verbally to a range of internal and external stakeholders using a range of technical and non-technical language to provide an effective interface between internal or external users and suppliers
S5: take a ‘customer focused’ approach to service delivery, underpinned by active listening
S6: adapt to changing contexts within the scope of a project and continually review project output to ensure alignment with customer and organisational needs for example within a DevOps environment
S7: collate and interpret data and convert into useable formats such as infographics, reports, tables, dashboards or graphs
S8: select and apply the most appropriate data tools to deliver application support outcomes
S9: use manual or automated test tools
S10: adapt and apply testing activities according to industry standard development methodologies (sequential and iterative) including maintenance of clear supporting documentation
S11: apply specific industry standards where appropriate (for example GDPR, health informatics and safety critical) related to software testing
S12: use formal and informal techniques that will demonstrate software and systems are fit for purpose
S13: use relevant training methods to support internal and external stakeholders with core software applications and hardware ensuring that principles of usability and accessibility are embedded in the approach
S14: communicate applications support information by ensuring continuity of user understanding through use of training notes, user guides and other collateral sources
Behaviours
B1: Works independently and takes responsibility. For example, has a disciplined and responsible approach to risk, and stays motivated and committed when facing challenges
B2: Logical approach – uses valid reasoning and follows guidelines set out by the organisation
B3: Ethical and security mindset - follows the guidelines on secure working and the ethical codes of conduct for the sector/organisation’
B4: Collaborative- works with a wide range of people in different roles, internally and externally, with a positive attitude to inclusion & diversity
B5: Shows initiative for solving problems within their own remit, being resourceful when faced with a problem to solve.
B6: Innovative - shows curiosity to explore new opportunities, and techniques; the tenacity to improve methods and maximise performance of the solution; and creativity in their approach to solutions.
B7: Committed to continued professional development of self and others.
Duty 1
DUTY: Maintain application support processes, for example developing workflow plans/technical specification road maps
K3
S2
S12
B4
Duty 2
DUTY: Document and implement policy and procedures, for example on-boarding and leaver policies, and remote working procedures using a support desk operating platform
K7
S4
Duty 3
DUTY: Diagnose, resolve and recommend improvements to address hardware and software problems and compatibility issues experienced by external clients and customers, including liaison with third party vendors
K7
S7
B5
B7
Duty 4
DUTY: Lead and manage upgrades and new technology implementations taking opportunities to speed up deployment through automation and process efficiency
K17
S11
B2
Duty 5
DUTY: Monitor systems performance, investigate issues, collect performance statistics and create reports using application management software and tools
K4
K5
S9
S10
B2
B5
Duty 6
DUTY: Provide first fix unassisted strategic technical advice both in person or with remote desktop support tools by using the correct tool to provide analysis, diagnosis and resolution.
K9
S2
B1
Duty 7
DUTY: Categorise and prioritise incoming applications support requests
K6
K8
S3
S11
B2
Duty 8
DUTY: Monitor systems and software cycles to identify need for upgrades and patching with timely deployment
K9
S2
B1
Duty 9
DUTY: Identify trends and solve systemic issues using analytical tools. Work alongside the support team to address systemic issues, involving relevant in-house teams or third-party vendors where necessary
K9
S4
B3
B6
Duty 10
DUTY: Ensure that all requests for application support are dealt with according to agreed framework and procedures, recommending and implementing support team improvements where necessary.
K10
S5
Duty 11
DUTY: Co-create and deliver training to colleagues, clients and customers of all levels of seniority, working with learning and development colleagues
K18
S14
B4
B7
Duty 12
DUTY: Identify how services will be delivered to clients/customers including use of technology, process and individual delivery responsibilities, working as part of the external client delivery team (with direct influence over the chosen solution) alongside commercial colleagues
K17
S4
S14
Duty 13
DUTY: Liaise with internal compliance and, in some instances, regulators to provide data to such regulators in accordance with the employer organisation’s compliance obligations
K1
S1
Duty 14
DUTY: Ensure work product complies with applicable regulation and legislation including data privacy, cyber security and anti-money laundering laws
K2
S1
B6
Duty 15
DUTY: Devise plans to implement and improve IT infrastructure and application change projects, for example, identifying organisational need for new applications and design and development of existing applications. Accepting ownership of changes that embody the DevOps culture with focus on user experience. Create project plans and assume or designate project management responsibilities
K14
S6
B6
Duty 16
DUTY: Lead and manage the physical implementation of software (including updates/upgrades) and hardware relating to IT infrastructure (including routine back up processes of data) and application change projects directly with colleagues
K15
S13
Duty 17
DUTY: Conduct software and hardware testing relating to IT infrastructure and application change projects, for example FAT (Factory Acceptance Testing) SAT (Site Acceptance Testing) and UAT (User Acceptance Testing)
K13
K16
S7
B4
Duty 18
DUTY: Provide first line ‘day 1 go-live’ floorwalking and deskside support to colleagues in respect of IT infrastructure and application change projects
K19
S4
S14
B5
Duty 19
DUTY: Build, implement and support the creation of remote working environments and collaborative working platforms for colleagues and external clients and customers
K11
K12
S8
Duty 20
DUTY: Practise continuous self-learning to keep up to date with technological developments to enhance relevant skills and take responsibility for own professional development
