L4 Applications Support Lead Apprentice – The Sheffield College – Sheffield, S2 2RL – £24,939

This role is responsible for providing tactical advice, training and support on core technology applications (such as student records system, e.g. Tribal EBS) to staff and students to enhance and enable the 24 delivery of application-based products and services.

The Applications Support Lead Apprentice will roll-out upgrades to existing technologies, implement new technologies for use by staff and students and provide change management support to them. They will assist with the planning of IT application and infrastructure change projects, implementing, testing, and rolling out software and hardware relating to these change projects. They will build, implement, and support the creation of remote working environments and collaborative working platforms for staff and students.

The Apprentice Application Support role will report to Head of Business Architecture & Change. They will deliver a ‘first line fix’ service in many cases to both staff and students. They will maintain ownership of issues (vis-a-vis the internal user/external client) even where elements are escalated to subject matter experts.

Principal Accountabilities:

• Supporting and developing primary Business Information Systems, In-house Systems and Services
• Responding to incidents in accordance with the customer's Service Level Agreement (SLA)
• Analysing user requirements and introducing, supporting, and developing the various administrative, information and business systems such that they continue to meet the needs of the college.
• Supporting the operational procedures relating to college's Business Information systems to ensure that they are operated and maintained efficiently, fully documented and regularly reviewed
• Having specific responsibility for one or more of the College’s administrative, information and business systems including MS SQL database administration
• Providing technical advice and support to users for the college’s administrative, information and business systems
• Devising and delivering staff training and development where appropriate
• Maintaining and enhancing practical and operational relationships with 3rd party suppliers

Skills, Knowledge & Experience:

• Prior work experience in a technical or operational role
• When fully competent demonstrates expertise in area of work
• Ability to obtain relevant vocational qualifications, e.g.  NVQ level 3, as appropriate
• Ability to determine work priorities and those of colleagues.
• In-depth knowledge of standard IT applications and familiarity with any relevant specialist system
• Thorough knowledge of operational and technical processes and working practices and a good understanding of how these relate to the wider college
• Understanding of relevant policy and legislation
• Familiarity with work priorities and those of colleagues.
• Experience of working independently and dealing with unforeseen problems and circumstances

Performance Indicators:

• Advise colleagues and customers based on in-depth knowledge and technical expertise
• Analyse and diagnose problems, implementing solutions, seeking agreement where appropriate
• Discuss and resolve problems with the customer
• Contribute to projects, involving collating materials, estimates etc.
• Apply detailed knowledge of complex facilities, systems or specific service apparatus
• Support events
• Take ownership of a task, ensuring that any other problems associated with it are also resolved
• Assist other staff with larger maintenance jobs

Experience and Knowledge:

• Application Support experience, or equivalent (Desirable)
• Demonstrable skills in the use of databases and database management languages and tools for relational databases, such as, SQL (Desirable)

During this apprenticeship, you will follow a fully supported training programme with LearnTech, delivered through combined weekly remote classroom-based training, workplace assessment/training and online learning working towards completing the Applications Support Lead standard.

The training covers the following core occupational duties:

https://www.instituteforapprenticeships.org/apprenticeship-standards/applications-support-lead-v1-0