ERP System Support Team Leader

• Reporting to the ERP Business System Service Manager, the postholder will lead on technical and functional support, effective running and system administration of the council's ERP suite of applications in liaison with ICT colleagues and third-party support
• The postholder is responsible for ensuring the effective running, system administration and development of the ERP relating to HR/Pay processes
• Lead a team of system support analysts, ensuring the team performs to agreed standards and delivers an excellent user experience to service users as well as maintaining the operational efficiency of the ERP suite
• Lead on the full lifecycle of system developments and improvements including requirements analysis, solution design, configuration, testing, deployment and post implementation review within the ERP, working with stakeholders and business process owners to maintain a statutorily compliant application
• Own solution design for system changes, ensuring impacts are fully assessed, risks are identified and mitigated, and solutions maintain system integrity, security and statutory compliance
• Ensure the effective running of the application suite as per agreed SLAs, including health checks on the stability of the platform, identifying trends on incidents and their resolution to ensure that KPIs are met, providing management reporting as required
• Lead on the implementation system testing, and documentation of changes, system enhancements and developments, supporting User Acceptance Testing (UAT) through technical expertise and defect resolution with the responsibility of the deployment and approval of said changes to Live
• The postholder will monitor and control compliance with agreed change and release management processes, having responsibility for effective and accurate deployment
• Ensure system and data integrity through controlled configuration, validation processes and adherence to defined standards and governance frameworks
• Using the ITIL framework and acting as third line support, providing specialised knowledge for system admin and functional issues leading the identification of high complexity issue root causes, engaging key stakeholders, implementing corrective actions and driving improvements to system stability and performance
• Provide technical system knowledge alongside functional support colleagues to ensure business processes and procedures are effective and customer focused
• Co-ordinate producing all associated documentation ensuring that requirement statements are complete, consistent, concise and verifiable
• Accountable to ensure that changes are recorded, evaluated, adequately assessed for impact, prioritised, authorised and scheduled in a controlled manner in line with agreed change control, governance and audit requirements
• Be collectively responsible for the successful delivery of upgrades, patching, year-end processes and associated deployment to ensure that systems are maintained efficiently, effectively and statutorily compliant
• The postholder will be responsible for ensuring that these are effectively planned, documented and co-ordinated
• Provide effective day-to-day management, guidance and support to team members creating positive, appropriate and effective working relationships to ensure that service delivery is to the standard detailed in policies and procedures
• Provide guidance, training, and day-to-day support to peers, less-experienced colleagues and more junior members of staff within the team to promote consistent, high-quality working practices
• Act as a knowledgeable point of contact, offering advice and practical support to ensure business processes are delivered effectively

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