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Senior Operations Analyst

The Parliamentary Counsel Office (PCO) is New Zealand’s legislative drafting and publishing office.

We are looking for an experienced, team focused IT specialist to fill the position of Senior Operations Analyst in our professional and friendly Information Systems team.

The Senior Operations Analysts provide in-depth analysis and troubleshooting of incidents and problems (escalated from the Operations Analyst and Support Analysts). They assist the Team Leader Operations to manage the PCO’s information systems and relationships with outsourced vendors. They assist in planning and undertaking maintenance of, and enhancements to, the PCO’s information systems, and ensure system and configuration management documentation is kept current and fit for purpose. They also initiate, review, and implement change control items, and assist to test changes before production release. They work on a wide variety of BAU and project activities across a number of technologies.

Ideally, applicants will have experience in working with the Microsoft stack, cloud services, server, network and desktop technologies, outsourced vendors, ITIL based service functions, and providing input into architectural infrastructure design.

You must be capable of gaining, and maintaining, a government security clearance to Confidential.

The role will involve working both on-site in the office and remotely from home and you need to be comfortable with this flexibility and able to work effectively in either environment.

For more about the role see the job description and person specification below. For further information about the position, please contact Jade Arboleda on 04 333 1007 or email Jade.Arboleda@pco.govt.nz.

Applications close: 5 pm Wednesday 3 June 2020

How to apply »

JOB DESCRIPTION

Workplace

Parliamentary Counsel Office
Level 13, Reserve Bank Building
2 The Terrace
Wellington 6160

Reports to

Team Leader Operations

Liaises with

Internal

Information Systems team (in particular, to work closely with others in the Operations Group)
All PCO staff

External

Contracted vendors
Parliamentary Service
Office of the Clerk
Inland Revenue Department
Revera
Vital
Printlink
TechTonics
Other government departments
Development vendors
Casual vendors and contractors

Primary purpose

The primary purpose for the position is to contribute to the effectiveness and efficiency of the PCO by having an overall understanding of the PCO’s information systems and providing in-depth analysis and troubleshooting at a senior level.

The Senior Operations Analyst works with the Team Leader Operations to manage the operations function by initiating, reviewing, and implementing change control items, making recommendations on business matters such as capacity planning, responding to day-to-day operations, monitoring the operational change schedule, and being an escalation point for the PCO’s Support Analysts and Operations Analyst.

The Senior Operations Analyst under guidance from the Team Leader Operations manages the relationship with the PCO’s operational outsourced vendors so that the vendors’ efforts are focused in the right areas, updates system or operational documentation, responds to alerts, and analyses data and metrics.

Key accountabilities
1. The continual stability and responsiveness of the PCO’s information systems:
  • ensures availability for all PCO’s systems, including working with vendors for calls that are escalated
  • facilitates the resolution of incidents and problems
  • performs complex troubleshooting over a broad range of issues, including application server setup, application setup, database management, operating system configuration, network management, VPN, performance tuning, installations, upgrades, and disaster recovery
  • installs and configures hardware and software, including server hardware, routers and switchers, operating systems and application software
  • monitors system alerts and responds appropriately
  • manages backup/restore capability (overall responsibility of IS disaster recovery capability)
  • monitors system performance to established KPIs
  • works to PCO’s established policies and procedures and helps to evolve procedures
  • is an escalation point for the Support Analysts and Operations Analyst
  • provides after-hours on-call support as part of a roster or otherwise by mutual agreement.
2. Programme planning and execution:
  • reviews product charters for upcoming projects for accuracy and any impact on PCO’s operations
  • reviews documentation deliverables, particularly the project plans provided by outsourced vendors or the internal development team, to ensure they accurately reflect the environment; provides feedback and makes recommendations about rejection or acceptance
  • assists the Test Manager to test new releases
  • integrates new developments with ancillary services such as monitoring software, antivirus, etc.
3. Application development:
  •  maintains the toolsets that are in use by PCO
4. Planning:
  • contributes to planning for the design, support, and maintenance of infrastructure
  • in conjunction with the Team Leader Operations calculates the return on investment for new initiatives or system upgrades
  • responsible for design of measurements for use in reporting metrics for planning purposes
  • responsible for production of reports on availability; and
  • responsible for planning for disaster recovery readiness and testing of established processes
5. Research and development:
  • maintains a knowledge of industry trends
  • maintains a knowledge of government standards
  • maintains a thorough knowledge of technologies, processes and procedures within information technology that is used with the PCO; and
  • recommends alternatives that could be used as substitutes for the PCO’s environment.
6. Risk management:
  • understands the PCO’s risk profile
  • raises new risks for analysis and recommend mitigations
  • manages risks and issues for which he/she has responsibility
  • implements controls to address findings from risk assessments.
7. Change management:
  • ensures all changes are documented, are traceable, and follow defined processes
  • communicates changes effectively to key stakeholders; and
  • manages stakeholders' expectations.
8. Documentation:
  • ensures the proper recording of all systems, processes and requirements
  • fully reviews documentation provided by external vendors or the internal IS team for accuracy and provides specific feedback to enable vendors to update the documentation
  • maintains system documentation
  • updates all documentation that needs to be updated from change management activities; and
  • ensures that the assets of the PCO are maintained responsibly, including maintenance of the asset register and adherence to disposal procedures.
9. Relationship management:
  • develops and maintains strong relationships with all stakeholders
  • under guidance from the Team Leader Operations manages the day-to-day relationship with allotted PCO operational vendors, including the hosting provider and other vendors (contracted or uncontracted); and
  • mentors other team members in best practice, procedures and concepts.
10. Communication:
  • manages stakeholders for those issues for which he/she has responsibility; and
  • articulates technical concepts to a non-technical audience.
11. Reporting:
  • focuses the attention of the team on issues of substance; and
  • contributes to weekly, monthly, and quarterly reports from the IS team.
12.  Other:
  • any other duties as required by the Team Leader Operations.

PERSON SPECIFICATION

The ideal applicant will have experience in:
  • working with outsourced vendors, both large and small
  • Microsoft/VMware platforms
  • cloud services
  • ITIL framework
  • Prince2 or Agile Project management framework
  • awareness of the NZISM framework
  • complex troubleshooting of hardware and software
  • being an escalation point for other team members specifically Support Analysts and Operations Analyst
  • maintaining firewall rules using Fortigateand SonicWall software
  • scoping, estimating, planning, design and development activities
  • communicating effectively across all levels of the organisation, both verbally and in writing
  • change control disciplines
  • managing expectations on projects and engaging with stakeholders
  • researching technology trends and identifying opportunities for their implementation at PCO
  • providing input into architectural infrastructure design.
Competencies/attributes:
  • enthusiasm and a strong desire to help the organisation obtain the most from its information systems
  • strong analytical skills
  • proficiency with the terminology and concepts of applications, networks, databases, web applications, virtualisation, and operating systems
  • sound knowledge of TCP/IP, routers, firewalls, and security devices
  • ability to work on multiple projects simultaneously
  • highly motivated and energised
  • excellent interpersonal skills
  • experience in mentoring other staff
  • up to date on current trends and developments
  • adaptable and open to change
  • a good team player and willingness to participate
  • good listening skills
  • sound project planning skills
  • research skills
  • writing skills.

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