SFIA Skills: Technology management

Monitors the progress of requests for application support and keeps users and other interested parties are informed.

Under direction (and in accordance with agreed procedures) assists in monitoring applications and collecting agreed performance statistics. May assist in capturing user feedback for subsequent analysis.

Working closely with more senior colleagues (and in accordance with agreed procedures) assists with specified routine maintenance procedures. This may include making modifications to system parameters, devising permanent or temporary corrections and workarounds or site-specific enhancements, reconfiguring systems, maintaining application data, providing guidance or training to users or operations staff, and creating or updating documentation. Ensures all work is carried out and documented in accordance with required standards, methods and procedures.

Receives and logs requests for application support from the service desk, developers, other specialist areas and/or users, in accordance with agreed procedures.