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Overview of the role

Provide tactical advice, training and support on core technology applications.

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Applications support lead

Details of standard

Occupation 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


Occupation duties

Duty

KSBs

Duty 1 Maintain application support processes, for example developing workflow plans/technical specification road maps

K3

S2 S12

B4

Duty 2 Document and implement policy and procedures, for example on-boarding and leaver policies, and remote working procedures using a support desk operating platform

K7

S4

Duty 3 Diagnose, resolve and recommend improvements to address hardware and software problems and compatibility issues experienced by external clients and customers, including liaison with third party vendors

K7

S7

B5 B7

Duty 4 Lead and manage upgrades and new technology implementations taking opportunities to speed up deployment through automation and process efficiency

K17

S11

B2

Duty 5 Monitor systems performance, investigate issues, collect performance statistics and create reports using application management software and tools

K4 K5

S9 S10

B2 B5

Duty 6 Provide first fix unassisted strategic technical advice both in person or with remote desktop support tools by using the correct tool to provide analysis, diagnosis and resolution.

K9

S2

B1

Duty 7 Categorise and prioritise incoming applications support requests

K6 K8

S3 S11

B2

Duty 8 Monitor systems and software cycles to identify need for upgrades and patching with timely deployment

K9

S2

B1

Duty 9 Identify trends and solve systemic issues using analytical tools. Work alongside the support team to address systemic issues, involving relevant in-house teams or third-party vendors where necessary

K9

S4

B3 B6

Duty 10 Ensure that all requests for application support are dealt with according to agreed framework and procedures, recommending and implementing support team improvements where necessary.

K10

S5

Duty 11 Co-create and deliver training to colleagues, clients and customers of all levels of seniority, working with learning and development colleagues

K18

S14

B4 B7

Duty 12 Identify how services will be delivered to clients/customers including use of technology, process and individual delivery responsibilities, working as part of the external client delivery team (with direct influence over the chosen solution) alongside commercial colleagues

K17

S4 S14

Duty 13 Liaise with internal compliance and, in some instances, regulators to provide data to such regulators in accordance with the employer organisation’s compliance obligations

K1

S1

Duty 14 Ensure work product complies with applicable regulation and legislation including data privacy, cyber security and anti-money laundering laws

K2

S1

B6

Duty 15 Devise plans to implement and improve IT infrastructure and application change projects, for example, identifying organisational need for new applications and design and development of existing applications. Accepting ownership of changes that embody the DevOps culture with focus on user experience. Create project plans and assume or designate project management responsibilities

K14

S6

B6

Duty 16 Lead and manage the physical implementation of software (including updates/upgrades) and hardware relating to IT infrastructure (including routine back up processes of data) and application change projects directly with colleagues

K15

S13

Duty 17 Conduct software and hardware testing relating to IT infrastructure and application change projects, for example FAT (Factory Acceptance Testing) SAT (Site Acceptance Testing) and UAT (User Acceptance Testing)

K13 K16

S7

B4

Duty 18 Provide first line ‘day 1 go-live’ floorwalking and deskside support to colleagues in respect of IT infrastructure and application change projects

K19

S4 S14

B5

Duty 19 Build, implement and support the creation of remote working environments and collaborative working platforms for colleagues and external clients and customers

K11 K12

S8

Duty 20 Practise continuous self-learning to keep up to date with technological developments to enhance relevant skills and take responsibility for own professional development

K20

B7


KSBs

Knowledge

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 Back to Duty

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 Back to Duty

K3: organisational data and information security standards, policies and procedures relevant to data management activities Back to Duty

K4: the differences between structured and unstructured data Back to Duty

K5: principal approaches to defining customer requirements for data analysis Back to Duty

K6: approaches to combining data from different sources Back to Duty

K7: approaches to data tools and methods for data analysis Back to Duty

K8: how to use data ethically and the implications of data use for wider society Back to Duty

K9: the principles and processes of the systems lifecycle, for example ITIL (IT Information Library) Back to Duty

K10: change and release management processes that support effective planning and implementation of system and application changes Back to Duty

K11: project management principles and processes, including the principle of Agile Back to Duty

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 Back to Duty

K13: defect management processes Back to Duty

K14: the distinction between the root cause of a defect and its effects Back to Duty

K15: principles of testing methodologies (manual and automated) including the importance of clear supporting documentation Back to Duty

K16: the role of software testing within the context of project and product risk reduction in the systems development life cycle, including regression testing Back to Duty

K17: security vulnerabilities and approaches to security testing including penetration testing Back to Duty

K18: the process of transition from software development and testing into production and live support Back to Duty

K19: roles within a multidisciplinary team and the interfaces with other areas of an organisation Back to Duty

K20: awareness of how their role fits into their stakeholders’ wider technology environment Back to Duty

Skills

S1: use data systems securely to meet requirements and in line with organisational procedures and legislation, including principles of Privacy by Design Back to Duty

S2: implement the stages of the application lifecycle ensuring that principles of usability and accessibility are embedded in the approach at every stage Back to Duty

S3: assess the impact on user experience and domain context on the data analysis activity Back to Duty

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 Back to Duty

S5: take a ‘customer focused’ approach to service delivery, underpinned by active listening Back to Duty

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 Back to Duty

S7: collate and interpret data and convert into useable formats such as infographics, reports, tables, dashboards or graphs Back to Duty

S8: select and apply the most appropriate data tools to deliver application support outcomes Back to Duty

S9: use manual or automated test tools Back to Duty

S10: adapt and apply testing activities according to industry standard development methodologies (sequential and iterative) including maintenance of clear supporting documentation Back to Duty

S11: apply specific industry standards where appropriate (for example GDPR, health informatics and safety critical) related to software testing Back to Duty

S12: use formal and informal techniques that will demonstrate software and systems are fit for purpose Back to Duty

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 Back to Duty

S14: communicate applications support information by ensuring continuity of user understanding through use of training notes, user guides and other collateral sources Back to Duty

Behaviours

B1: Works independently and takes responsibility. For example, has a disciplined and responsible approach to risk, and stays motivated and committed when facing challenges Back to Duty

B2: Logical approach – uses valid reasoning and follows guidelines set out by the organisation Back to Duty

B3: Ethical and security mindset - follows the guidelines on secure working and the ethical codes of conduct for the sector/organisation’ Back to Duty

B4: Collaborative- works with a wide range of people in different roles, internally and externally, with a positive attitude to inclusion & diversity Back to Duty

B5: Shows initiative for solving problems within their own remit, being resourceful when faced with a problem to solve. Back to Duty

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. Back to Duty

B7: Committed to continued professional development of self and others. Back to Duty


Qualifications

English & Maths

Apprentices without level 2 English and maths will need to achieve this level prior to taking the End-Point Assessment. For those with an education, health and care plan or a legacy statement, the apprenticeship’s English and maths minimum requirement is Entry Level 3. A British Sign Language (BSL) qualification is an alternative to the English qualification for those whose primary language is BSL.

Professional recognition

This standard aligns with the following professional recognition:

  • 4 for British Computer Society


Additional details

Occupational Level:

4

Duration (months):

24

Review

This apprenticeship standard will be reviewed after three years

Status: Approved for delivery
Level: 4
Reference: ST0949
Version: 1.0
Date updated: 19/11/2021
Approved for delivery: 12 November 2021
Route: Digital
Typical duration to gateway: 24 months
Typical EPA period: 6 months
Maximum funding: £17000
Trailblazer contact (for apprenticeship standard content and trailblazer membership queries only): Barry.matthews@lexjamconsulting.com
Employers involved in creating the standard: Fliplet UK Howard Kennedy kimbleapps Law Society Macfarlanes Meggitt Mex Technology Milbank LLP PwC Reed Smith Royal Sun Alliance Sackers & Partners Slaughter and May Weightmans
LARS Code: 663
EQA Provider: Ofqual

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