Fusion Service Desk Manager

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Job Description

Fusion Service Desk Manager

Salary: Band: 10, £40,220 - £44,428 per year

37 hours per week

Portsmouth City Council

At Portsmouth City Council we're all about developing our staff, because we want to build a bigger and better city but we need the best employees to do so.

With a little over 207,000 residents and 7,000 businesses throughout this city, this unitary authority's main goal is to ensure the best care and development of all those within the city. From customer service to multi-million pound projects, our residents are at the heart of everything we do.

Your New Role

Portsmouth City Council (PCC) uses Oracle Fusion and Oracle Integration Cloud for HCM, Finance and Procurement functions including integrations with other PCC or external business systems.

The Fusion Support Team (FST) provides functional and technical support for these systems via a single point of contact Fusion Service Desk (FSD). The FSD will log and manage all system incidents or change requests raised by users via phone call or email. The user base for Fusion is circa 6,500 PCC employees and 4,700 external employees where PCC provide a payroll bureaux service.

FSD provide first-line support and typically resolve a large proportion of user incidents raised. As a Service Desk Manager, you will take responsibility for the operational management of Fusion Service Desk managing the triage of new incidents recognising where they must be escalated and assigned to FST Analyst or Developer colleagues who will provide second and third-line support.

As well as the day to day management of the Service Desk you will be responsible for the effective day to day operational management of 2 x Fusion Support assistants, setting work priorities and managing outcomes. You will manage daily triage meetings to review and prioritise system incidents, development requests and upgrade testing. You will manage FST driven projects producing and operating clear project plans against agreed targets. You will also be the System Architect for the ReqTest software to log and update system incidents and will be responsible for managing all aspects of operation and upgrade providing management reports for this activity and project updates. You will also be responsible for test management and strategy with respect to upgrade or FST driven projects.

Please read the full job profile for further information on the role.

What you'll need to succeed

With a high degree of IT literacy, you will have an aptitude for learning new systems including use of cloud-based Microsoft applications such as Sharepoint and Office 365. You should have experience of working with Oracle Fusion or Oracle E-Business Suite as a practitioner or ideally in a support or implementation role. A skilled and confident communicator with effective negotiation skills you must be highly organised, able to work on your own initiative and be proactive in your approach to work. With experience of managing staff and in the delivery of key projects you will have experience of producing and executing credible and feasible plans and solutions.

Please read the job profile for the full details of what you need to succeed.

What you'll get in return

We really appreciate our employees and fully realise they are essential to our success and look to offer an inclusive, supportive working environment where employees can reach their potentials with a healthy work life balance, offering the following rewards:

• Generous annual leave (27 days per year rising to 31, pro rata for part time hours) with the potential to purchase additional leave.
• A fantastic pension which allows you the opportunity to pay in more for that greater return.
• We offer flexible working options including hybrid working with a minimum of two days office based per week pro rata, giving you the flexibility to work up to three days at home every week. Hybrid working is dependent on the role and service needs, exact details will be discussed with you at interview.
• Access to a wide range of training and development opportunities including apprenticeships.
• Extensive wellbeing support through the Employee Assistance Programme
• Discount on travel, travel loans and the bike loan scheme
• Discounts on a wide range of goods and services - access a range of discounts and offers from thousands of restaurants, shops and more.

Staff rewards: https://careers.portsmouth.gov.uk/working-for-the-council/

For the full job profile please click here

Application process:

How to apply:When completing the application form, please thoroughly tailor your application to the 'Who is the Person' points in the profile with the use of examples from your experience and attach this as a cover letter in the Supporting Documents section. This is important, or you are likely not to be shortlisted. Please read alongside the 'How to apply' information. PLEASE DO NOT JUST SUBMIT A CV.

We are a disability confident employer - committed to ensuring that our recruitment and selection process is inclusive and accessible and welcome applications from all areas of society.

You will need to demonstrate that you have the Right to Work in the UK. No post will be offered without it.

Closing date: 16 June 2024@ 23:59 pm.

We will email applicants from time to time; please ensure you check e-mail folders as sometimes our e-mails may go into spam/junk folders.

Should you require any support in completing the application form please contact recruit@portsmouthcc.gov.uk.