Digital
Applications support lead
Provide tactical advice, training and support on core technology applications.
Summary
This occupation is found in the IT teams of a variety of different types of organisations where software applications are inextricably part of the client/customer product/service delivery model and their clients/customers are generally, but not exclusively, business customers; these include but are not limited to law firms, accountancy firms, financial services organisations, technology providers and public sector.
The broad purpose of the occupation is to provide tactical advice, training and support on core technology applications (both hardware and software) to internal colleagues and external clients and customers to enhance and enable the delivery of application-based products and services. This includes any IT based environment providing a customer-facing service such as websites and mobile applications. An application support lead delivers the roll-out of upgrades to existing technologies, implement new technologies for use by colleagues and provide change management support to them. They will implement and operate a support desk function. They assist with the planning of IT application and infrastructure change projects, implementing, testing and rolling out software and hardware relating to these change projects. They will build, implement and support the creation of remote working environments and collaborative working platforms for colleagues and external clients and customers.
In their daily work, an employee in this occupation interacts with senior stakeholders directly, both internally and externally, and as part of both the ‘front of house’ external client/customer facing team and the ‘back of house’ internal delivery team alongside, for example, learning and development and business information services colleagues. They report to IT service delivery leads but are expected to prioritise their workload and act without supervision or approval of their day-to-day work product.
An employee in this occupation will be responsible for their own workload and will be expected to problem solve and prioritise independently. They will deliver a ‘first line fix’ service in many cases to both internal colleagues and external clients and customers. They will maintain ownership of issues (vis-a-vis the internal user/external client) even where elements are escalated to subject matter experts.
Typical job titles include
- Application Support Analyst | Applications Analyst
Knowledge, skills and behaviours (KSBs)
K1:
awareness of the legal requirements relating to the use of data as set out in the GDPR 2016/679 and the Data Protection Act 2018
K2:
awareness of the legal requirements related to the provision of application support services including the Malicious Communications Act 1988, the Copyright, Designs and Patents Act 1988, the Computer Misuse Act 1990, the Copyright (Computer Programs) Regulations 1992 and the Privacy and Electronic Communications (EC Directive) (Amendment) Regulations 2011
K3:
organisational data and information security standards, policies and procedures relevant to data management activities
K4:
the differences between structured and unstructured data
K5:
principal approaches to defining customer requirements for data analysis
K6:
approaches to combining data from different sources
K7:
approaches to data tools and methods for data analysis
K8:
how to use data ethically and the implications of data use for wider society
K9:
the principles and processes of the systems lifecycle, for example ITIL (IT Information Library)
K10:
change and release management processes that support effective planning and implementation of system and application changes
K11:
project management principles and processes, including the principle of Agile
K12:
remote working and collaborative platforms and tools, that are used by organisations for internal and external communications and digital working practices including approaches to usability and accessibility
K13:
defect management processes
K14:
the distinction between the root cause of a defect and its effects
K15:
principles of testing methodologies (manual and automated) including the importance of clear supporting documentation
K16:
the role of software testing within the context of project and product risk reduction in the systems development life cycle, including regression testing
K17:
security vulnerabilities and approaches to security testing including penetration testing
K18:
the process of transition from software development and testing into production and live support
K19:
roles within a multidisciplinary team and the interfaces with other areas of an organisation
K20:
awareness of how their role fits into their stakeholders’ wider technology environment
Technical Educational Products
- ST0949: Applications support lead (Level 4) Approved for delivery
- Reference:
- OCC0949
- Status:
Approved occupation
- Average (median) salary:
- £32,615 per year
- SOC 2020 code:
- 3132 IT user support technicians
- SOC 2020 sub unit groups:
- 3132/00 IT user support technicians
- 2132/08 Technical support managers
- 3573/00 Information technology trainers
S1:
use data systems securely to meet requirements and in line with organisational procedures and legislation, including principles of Privacy by Design
S2:
implement the stages of the application lifecycle ensuring that principles of usability and accessibility are embedded in the approach at every stage
S3:
assess the impact on user experience and domain context on the data analysis activity
S4:
communicate verbally and non-verbally to a range of internal and external stakeholders using a range of technical and non-technical language to provide an effective interface between internal or external users and suppliers
S5:
take a ‘customer focused’ approach to service delivery, underpinned by active listening
S6:
adapt to changing contexts within the scope of a project and continually review project output to ensure alignment with customer and organisational needs for example within a DevOps environment
S7:
collate and interpret data and convert into useable formats such as infographics, reports, tables, dashboards or graphs
S8:
select and apply the most appropriate data tools to deliver application support outcomes
S9:
use manual or automated test tools
S10:
adapt and apply testing activities according to industry standard development methodologies (sequential and iterative) including maintenance of clear supporting documentation
S11:
apply specific industry standards where appropriate (for example GDPR, health informatics and safety critical) related to software testing
S12:
use formal and informal techniques that will demonstrate software and systems are fit for purpose
S13:
use relevant training methods to support internal and external stakeholders with core software applications and hardware ensuring that principles of usability and accessibility are embedded in the approach
S14:
communicate applications support information by ensuring continuity of user understanding through use of training notes, user guides and other collateral sources
Technical Educational Products
- ST0949: Applications support lead (Level 4) Approved for delivery
- Reference:
- OCC0949
- Status:
- Approved occupation
- Average (median) salary:
- £32,615 per year
- SOC 2020 code:
- 3132 IT user support technicians
- SOC 2020 sub unit groups:
- 3132/00 IT user support technicians
- 2132/08 Technical support managers
- 3573/00 Information technology trainers
B1:
Works independently and takes responsibility. For example, has a disciplined and responsible approach to risk, and stays motivated and committed when facing challenges
B2:
Logical approach – uses valid reasoning and follows guidelines set out by the organisation
B3:
Ethical and security mindset - follows the guidelines on secure working and the ethical codes of conduct for the sector/organisation’
B4:
Collaborative- works with a wide range of people in different roles, internally and externally, with a positive attitude to inclusion & diversity
B5:
Shows initiative for solving problems within their own remit, being resourceful when faced with a problem to solve.
B6:
Innovative - shows curiosity to explore new opportunities, and techniques; the tenacity to improve methods and maximise performance of the solution; and creativity in their approach to solutions.
B7:
Committed to continued professional development of self and others.
Technical Educational Products
- ST0949: Applications support lead (Level 4) Approved for delivery
- Reference:
- OCC0949
- Status:
- Approved occupation
- Average (median) salary:
- £32,615 per year
- SOC 2020 code:
- 3132 IT user support technicians
- SOC 2020 sub unit groups:
- 3132/00 IT user support technicians
- 2132/08 Technical support managers
- 3573/00 Information technology trainers