View Vacancy -- Scientific Application Support Analyst - LMS 1006

Open Date
11/01/2018, 11:15
Close Date
18/01/2019, 14:25
MRC London Institute of Medical Science
The MRC’s London Institute of Medical Sciences (LMS) is a scientific institute with a unique computing environment using Windows, Linux and Macs. Supporting world class scientific research, you will be part of a team that delivers ICT services that enable pioneering science to take place. The primary function of this role is to provide scientific applications and computing infrastructure support.
UK Research and Innovation is a new entity that brings together nine partners to create an independent organisation with a strong voice for research and innovation, more information can be found at www.ukri.org

MRC - 5
London
£26,777 - £30,544
Permanent
Technical & Scientific Professionals
Full Time

Main Duties:

Carry out a range of tasks supporting the day-to-day activities of the IT Support Analysts and resolving issues reported to the IT Helpdesk.
Supporting and working in a small team dealing with daily IT issues and working on projects associated with  IT infrastructure including: 

⦁ Participate in application design and development discussions with clients and management to determine client needs and ensure that product adheres to established specifications and standards.
⦁ Provide training and support to staff in safe and secure use of applications.
⦁ Perform problem resolution and moderately complex analysis, diagnosis, modification, testing and debugging tasks on vendor supplied utilities and packages to ensure fit with current operating environment.
⦁ Carry out testing and implementation of new applications and ensure this is compliant with good cybersecurity practice.
⦁ Produce, review and edit program and user documentation for applications developed within the department to ensure that client access to product is efficient and user-friendly.
⦁ Provide staff with appropriate IT support on all application issues in Windows, Linux and Mac mixed computing environment.
⦁ Deliver customer support to the user community.
⦁ Support the team to deliver storage and backup solutions in line with applications functionality.
⦁ Assist with the implementation of project plans with the support of the Head of IT.

Team activities: 

⦁ Support inter-team working with stakeholders and colleagues
⦁ Support sharing of knowledge and experience
⦁ Be up to date on current knowledge of IT industry developments & standards
⦁ Contributes to team debate through the Head of IT, supporting the review of proposed IT infrastructure changes and their implementation
⦁ Implementing MRC IT security policies
⦁ Any duties and tasks as required and agreed with the Head of IT.

Key responsibilities are:

⦁ Act as a technical point of contact to fix application and systems issues.
⦁ Ensure confidentiality, integrity and availability of all data used by applications across information systems.
⦁ Make sure that the processes needed for applications to function are running smoothly.
⦁ Identifying organisational need for new applications.
⦁ Preparing technical specification for software.
⦁ Implementing, testing and integrating new applications.
⦁ Performing routine system backups and upgrades.
⦁ Installing new operating systems, updates and releases.
⦁ Providing instructions and training to staff when necessary.
⦁ Monitoring, recording and responding to requests for support.
⦁ Investigating and diagnosing system faults and errors.
⦁ Resolving technical issues.
⦁ Analysing error trends aimed at reducing/minimising down time.
⦁ Scheduling and running regular tests to enhance the current systems and applications.
⦁ Identifying and implementing functionality changes where required.
⦁ Preparing and maintaining documentation of key databases and applications linked to them.
⦁ Focus on customer satisfaction providing professional, efficient and effective service.

⦁ Resolving and actioning IT Helpdesk queries to agreed SLA timelines
⦁ Desire to understand and ability to balance the needs of clinical and research staff and their equipment and the associated informatics, bioinformatics and computational infrastructure.
⦁ Contributing to project tasks to agreed timescales, quality and risk with the support of the Head of IT.
⦁ Supporting and contributing to the IT Change Advisory Board, regularly inputting ideas and best practice
⦁ 1st-2nd and some 3rd line IT support across the entire IT infrastructure
⦁ Continuing personal development and training across all IT infrastructure and services and keeping abreast of latest developments, particularly the areas of in-depth expertise.

Education, Qualification and Training (will be assessed from the application and at interview):
Essential:

  • Degree level qualification in Computing/related discipline or equivalent professional experience

Desirable:

  • ITIL v3 Foundation or equivalent
  • PRINCE2 Practitioner or equivalent project management qualification

People Leadership:

Essential:

  • Assesses own strengths and weaknesses and impact on others

Desirable:

  • Ability to support teams and encourage inter-team working with stakeholders and colleagues

Results Focus

Essential:

  • Able to organise and prioritise resources to ensure short and long term targets are met
  • Be highly motivated, flexible and innovative in their approach to work
  • Plans, multi-tasks & prioritises own time effectively and efficiently to achieve results and to switch between tasks quickly staying in control of problematic situations

Influencing:

Essential:

  • Ensures appropriate engagement of colleagues with relevant stakeholders and issues

Desirable:

  • Ensures appropriate engagement of colleagues with relevant stakeholders and issues

Strategic Thinking:

Essential:

  • Aligns work to overall strategic direction and LMS objectives supporting the MRC brand profile

Desirable:

  • Experience of contributing to team debate to help identify future opportunities and team development

Communication:

Essential:

  • Excellent verbal and written communication skills with a good command of the English Language
  • A high level of customer service and communication skills when dealing with internal and external stakeholders

Customer Focus:

Essential:

  • Ability to use Line Manager and stakeholder feedback to make improvements to the delivery and of ICT services

Desirable:

  • Experience in resolving customer complaints and conflict resolution
  • Awareness and understanding of equal opportunities and diversity

Team Working:

Essential:

  • Able to self-motivate when working independently, as well as part of a team
  • Able to develop and encourage cross-boundary working relationships
  • Values diversity and demonstrates respect for other team members
  • Contributes positively to ICT and cross-functional teams and shares knowledge and skills

Specific Role Competencies:

Essential:

⦁ Experience of working in and supporting an IT Support Helpdesk 
⦁ Working experience of Mac, Windows & Linux mixed environment
⦁ Understanding of the compute cluster hardware with the ability to coordinate the repair of hardware failures
⦁ Experience of virtualisation technologies

Desirable:

  • Working knowledge with High Performance Computing, GPU Applications and Tools support

  • Ability to improve speed and reliability of High Performance Computing Systems through application optimisation
  • Supporting IT projects using project management techniques
  • Experience in working with HPC clusters
  • Knowledge and support of ICT security matters
  • Experience of optimisation of applications such as R, Matlab, Nagios, PBS, Open Stack, Cuda, Sigmaplot, Exceed, Graphpad, Cognos, Shiny Apps, Docker
  • High level experience in storage technologies, backup AND networking configuration and protocols
  • Experience of shell scripting
Please upload your CV, names and contact of two references along with a cover letter. Please quote reference number LMS-1006. In your cover letter, please outline what attracts you to the role and your key achievements to date that are relevant to this position.
The MRC is a great place to work and progress your career, be it in scientific research or the support functions.The MRC is a unique working environment where our researchers are rewarded by world class innovation and collaboration opportunities that the MRC name brings. The MRC is an excellent place to develop yourself further and a range of training & development opportunities will be available to you, including professional registration with the Science Council.

Choosing to come to work at the MRC (part of UKRI) means that you will have access to a whole host of benefits from a defined benefit pension scheme and excellent holiday entitlement to access to employee shopping/travel discounts and salary sacrifice cycle to work scheme, as well as the chance to put the MRC and UKRI on your CV in the future.

Our success is dependent upon our ability to embrace diversity and draw on the skills, understanding and experience of all our people. We welcome applications from all sections of the community irrespective of gender, race, ethnic or national origin, religion or belief, sexual orientation, disability or age. As "Disability Confident" employers, we guarantee to interview all applicants with disabilities who meet the minimum criteria for the vacancy.

UKRI supports research in areas that include animal health, agriculture and food security, and bioscience for health which includes research on animals, genetic modification and stem cell research. Whilst you may not have direct involvement in this type of research, you should consider whether this conflicts with your personal values or beliefs.

We will conduct a full and comprehensive pre-employment check as an essential part of the recruitment process on all individuals that are offered a position with UKRI. This will include a security check and an extreme organisations affiliation check.

This opportunity is closed to applications.