Service and Operations - grade 8
Example job roles: Research Computing Analysis, Senior Systems Analyst, Service Lead, IT Service Management
Level: AdvancedÌý
Experiences
Activities and responsibilities likely to be required when working at this level
- Software development and creating scripts
- Troubleshooting, triage and handling complex/escalated service requests
- Identifying operational risks
- Defining the required service state monitoring
- Providing technical and service leadership in a Product/Platform team
- Service operational management responsibility
- Involvement with procurement
- Liaising with a range of stakeholders at all levels (academic, professional services and students)
- Keeping abreast of technological advances
- Contributing to technical and service improvement roadmaps
- Queue management
- Approving technical changes
- Planning for technical changes
- Implementing changes
- Problem investigations
- Delivery of training
Personal and professional development
Development options to consider when working towards this level
Learning on the job
- Identifying processes for review and ensuring action is carried out
- Broader network and communication skills across a wide range within the organisation
- Engaging with and contributing to change management processes
- Develop awareness of domain best practice and sharing this across the team
- Develop an awareness of financial responsibilities
- Gain experience delivering new functionality/development possibly through a secondment or as part of a product/platform team.
Learning from othersÌýÌý
- Interacting with other teams across the organisation, e.g. join a Community of Practice (CoP), IT manager’s forum
- ÌýKnowledge sharing
- Contributing towards service reviews
- Providing mentoring support to colleagues
Formal learning
- ITIL training;
- Formal learning on any of the relevant technologies dependent on the role
- Introduction to management training
- Recruitment training.
Transferable skills and competencies
¹û¶³Ó°Ôº uses the Universal Competency Framework (UCF) to discuss transferable skills. Find out moreÌýdetails on the framework.
Planning and organising
- Setting objectives
- Planning
- Managing time
- Managing resources
- Monitoring progress
Working with people
- Understanding others
- Adapting to the team
- Building team spirit
- Recognising and rewarding contributions
- Listening
- Consulting others
- Communicating proactively
- Showing tolerance and consideration
- Showing empathy
- Supporting others
- Caring for others
- Developing and communicating self-knowledge and insight
Deciding and initiating action
- Making decisions
- Taking responsibility
- Acting with Confidence
- Acting on own initiative
- Taking action
- Taking calculated risks
¹û¶³Ó°Ôº Ways of Working
These describe expected behaviours in line with ¹û¶³Ó°Ôº culture and values.Ìý For Ways of Working indicators and steps to development please refer to theÌýWays of Working website.Ìý
“Career Pathway roles are indicative and are not intended to be a description of the role in terms of responsibilty and duties.
Job family
Find out more about the Service and OperationsÌýjob family
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