About the job

Job summary

This position is based at NPS 150 VICTORIA ROAD SWINDON, SN1 3UZ, NPS 2 WESTWEY ROAD WEYMOUTH, DT4 8SU, NPS 3 KINGS AVENUE ST AUSTELL, PL25 4TT, NPS 34 MARSHFIELD ROAD CHIPPENHAM, SN15 1JT, NPS 3-5 BARNFIELD ROAD EXETER, EX1 1RD, NPS 63 COMMERCIAL ROAD POOLE, BH14 0JB, NPS 7 MADEIRA ROAD BOURNEMOUTH, BH1 1QL, NPS BRISTOL MAGISTRATES COURT BRISTOL, BS1 3NU, NPS COUNTY OFFICES CHELTENHAM, GL50 3EW, NPS ENDSLEIGH HOUSE CAMBORNE, TR14 8DN, NPS KINGSLEY HOUSE BARNSTAPLE, EX31 1DR, NPS PROBATION OFFICES DORSET COUNTY COUNCIL DORCHESTER, DT1 1XJ, NPS RESTORE BODMIN, PL31 1EZ, NPS RIVERSIDE HOUSE BRIDGWATER, TA6 3HW, NPS ST CATHERINES HOUSE PLYMOUTH, PL1 2TS, NPS THE BOULTER CENTRE SALISBURY, SP1 3SL, NPS THE OLD CONVENT BATH, BA2 4JE, NPS TREMORVAH WOOD TRURO, TR1 1HZ, NPS TWYVER HOUSE GLOUCESTER, GL1 1DR, WESTON SUPER MARE MAGISTRATES WESTON-SUPER-MARE, BS23 1UX, NPS YEOVIL YEOVIL, BS20 2QD, NPS Bay House, Riviera Park, Nicholson Road, Torquay, TQ2 7TD

Job description

We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit: https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity.

Overview of the job

This non-operational NPS Division based ICT Support team provides ICT 2nd Line Support and ICT Training to the NPS staff located within the Division.

• Based in the Divisional Business Support Hub and part of the NPS ICT team, with a matrix line into the NOMS C&ICT who own and set the national ICT related working practices, policies - the NPS Div. ICT Support Team are responsible for implementation and support within the Division.
• The Divisional ICT Support Team also provide the local “intelligent hands” support for the NOMS ICT Service.

The ICT Training Specialist has the lead ICT Training role within the Division. The NPS ICT Support Team delivers training courses, workshops, one-to-one training and provide a range of other learning opportunities and supporting materials.

• Responsible for development and delivery of an ICT training strategy to meet the needs of the NPS in relation to the implementation of National Applications/ systems
• Responsible for ICT Training schedule and delivery in the Division.
• Contributes to testing activities of new systems and system changes. The Divisional ICT Support team are required to work closely and in support of the NOMS Business Application Support Team.
• Contributes to the service management process by the provision of second line support services to resolve user queries.

Liaises with NOMS ICT staff and suppliers staff:-

• To resolve problems. Ensures proper logging and timely escalation of customers’ requests for support, keeping customers advised on request status and progress.
• Take lead role on the development of system enhancements to overcome known problems or further fulfil user requirements.
• Working closely with NOMS BAST to define and develop effective training materials for delivery within the Division.

Flexible Work Location and Travel

• Governed by the NPS-CRC Reciprocal Support agreements, the Div. ICT Support Team also provide ICT Training and Support services to CRC staff within the Region.
• As the operational support arm of NOMS C&ICT on occasion the job holder will be required to provide ICT Support and Training to Probation staff within other Divisions.
• Job holder will also be a member of Technical Reference/ User Support Groups and required to assist with System Upgrade testing and preparation activities.
• The job holder is therefore required to be flexible regarding the location of the work when required.

Summary

The divisionally based NPS ICT Support Team has a matrix line into NOMS C&ICT. A multi-skilled role covering ICT User Support and Training.

ICT Training

• Develop, manage and review IT training plans
• Participate in the development of new training courses
• Deliver ICT training courses to all NPS staff across the Division
• Provide coaching sessions and 1:1 training
• Provide ICT Training support to Assistive Technology (AT) users
• Deliver presentations/workshop sessions on probation sites throughout the Division
• Assist in conducting training needs analysis across the Division
• Lead ICT Training contact in the Division. Required to liaise with and support NOMS C&ICT:-
• With Deployment of national application releases and other new software developments
• Lead role contributing to development of training materials to ensure Divisional staff move effectively to the NPS Way or Working
• To undertake product testing of new applications and system changes

Planning & Project Management

• Carries out a variety of skilled activities related to planning and management of ICT projects and ICT Change initiatives
• Has lead role for development, scheduling and delivery of related ICT Training.

ICT Support

• Provide ICT 2nd line support for users
• Responsible for provision and maintenance of “How To …” user documentation
• Responsible for providing support, training and knowledge transfer to ICT Support colleagues

Responsibilities, Activities & Duties

The job holder will be required to carry out the following responsibilities, activities and duties:

ICT Training

The ICT Training Specialist has the lead role responsible for development and delivery of ICT Training and Support to NPS staff across the Division. With a matrix line into NOMS Change & ICT lead role facilitate standardised delivery of the NPS Way of Working. Supporting the Divisional Business Support Manager to enable the ICT Training provision to be aligned with the needs of the Division.

• Proactive in developing alternative training solutions to meet the needs of a variety staff, including computer based training (CBT) and the use of other technologies.
• To be responsible for the development of new training courses and user documentation on IT systems
• Responsible for the development of all training materials, information bulletins and system messages to inform and assist users post training, e.g. processes; hints and tips, quick reference guides.
• Effectively plan, deploy and manage resources to provide an internal training strategy and provide 2nd line helpdesk support.
• Source and arrange external IT training courses for staff where required.
• Liaise with NOMS Change & ICT, Divisional Business Support Manager(s) and business users on issues relating to new system developments, practice issues and business change.
• Organise and lead with NOMS C&ICT staff on system testing of new applications and system changes and be responsible for the development of user documentation to support the implementation of such changes.
• Plan training, presentations, user workshops and relevant resources to provide on site support services to assist with the implementation of new systems and features.
• Liaise with NOMS C&ICT, local CRCs, Probation Divisions and other third parties to deliver effective training in national IT applications.
• Represent local Division ICT Training and participate in National and Regional meetings.
• Evaluate new IT Training applications/courses, training methods and resources from external sources.
• Provide support and bespoke training for Assistive Technology users and raise issues faced by staff using this technology at project groups and meetings where appropriate.
• Raise issues and direct staff where required on the administration and auditing of case systems
• To maintain statistics and develop procedures for gaining user feedback on training provided.
• To be responsible for the supervision, training and career development of ICT Training staff. Monitor ICT Trainers approach to maintain the standards of training delivery.
• Conduct training needs analysis across the NPS Division to determine future training strategies
• To monitor, evaluate and review the quality and effectiveness of training, assessment and outcomes of courses delivered.
• Be responsible for health and safety issues within the training environment.
• Be responsible for and be aware of diversity issues relating to training delivery and training materials.
• Be responsible for health and safety issues within the training environment.
• Be responsible for and be aware of diversity issues relating to training delivery and documentation.

Planning & Project Management

• Carries out a variety of skilled activities related to planning and management of ICT projects and ICT Change initiatives
• Has lead role for development, scheduling and delivery of related ICT Training. ICT Support
• Provide ICT 2nd line support for users
• Responsible for provision and maintenance of “How To …” user documentation
• Responsible for providing support, training and knowledge transfer to ICT Support colleagues

Incident Management

• Manage incidents for the Live Service reporting resolver group in line with Operational Level Agreements.
• Lead role responsible for advice provided to ICT Support Team when dealing with known issues and provide practical solutions including the completion of the knowledge base to inform service desk for future reference.

Service Delivery

• Raise issues and direct staff where required on the administration and auditing of case systems

Change and Release

• Liaise with and support NOMS C&ICT with deployment of national application releases and other new software developments
• Working directly with NOMS C&ICT undertake product testing of new applications and system changes and develop user documentation to support the implementation of new facilities.
• Deliver presentations/workshop sessions on probation sites throughout the NPS Division to facilitate the implementation of new software features and procedures. Be responsible for maintaining and setting up of presentation equipment.

The duties/responsibilities listed above describe the post as it is at present and is not intended to be exhaustive. The Job holder is expected to accept reasonable alterations and additional tasks of a similar level that may be necessary. Significant adjustments may require re-examination under the Job Evaluation scheme and shall be discussed in the first instance with the Job Holder.

Person specification

Please refer to job description.

Benefits

Alongside your salary of £31,582, HM Prison & Probation Service contributes £8,369 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Things you need to know

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths, Experience and Technical skills.https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.