Job profile for ICT Business Support and Development Officer

Job Details

Job title: ICT Business Support & Development Officer

Salary/Grade: 3

Service: ICT

Reports to: Digital & Business Services Manager

Manages/Supervises: N/A

Job purpose

To provide a business support function for the ICT team

To support the coordination of ICT training across the Council, including delivery of training to support the effective use of technology.

Support development of the Learning Management System to support ICT training.

Principal Accountabilities

• To collaborate with ICT Business Support & Contracts Officer to coordinate business support activities for the service, including administration.
• To drive the adoption of Microsoft 365 features such as SharePoint, OneDrive, Teams and related apps to support the councils Digital Transformation goals and encourage digital collaboration.
• Work in partnership with L&D colleagues to ensure ICT training is mapped and embedded into the wider organisational training plan.
• Collaborate with L&D colleagues to utilise and develop the Learning Management System (LMS) with regards to ICT training, to ensure this is integrated, updated and fully utilised across the Council.
• To support the service response to data and FOI requests.
• To liaise with third party ICT providers in their provision of services to the Council.
• To support the ICT Management team in the business planning and budget management of the service.
• To support the ICT management team with the updating and maintenance of ICT procedures and policies.
• To provide project support to ensure the successfully delivery of ICT and Facilities Projects on time and to budget.

Corporate Accountabilities

• To take responsibility for maintaining own health and attendance. 
• To support, contribute and comply with quality and governance procedures as directed by management.
• To apply and actively promote the principles of the Council’s Equal Opportunities Policy in all areas of employment and service delivery.
• To apply and actively promote the principles of the Council’s Safeguarding Procedure in all areas of employment and service delivery.
• Any other duties as required to support the business, including maintaining business continuity and during civil emergencies. All staff may on occasions be called upon to support the Council to deal with emergency situations affecting the community we serve. In the event of an emergency or a rehearsal for such an event, you may be required to attend at times and at locations outside of the normal hours and duties of the post and to adopt duties directed by the Chief Executive or their nominated representative for the duration of the emergency.
• Any other associated duties detailed by Head of Service or his representative.
• To advise Line manager if, at any time, the above duties and responsibilities cannot be performed.

Skills, Knowledge and Experience

(Tested at application and interview stage)

Experience and Qualifications

• Experience of working within an ICT team.
• Experience of Learning Management Systems
• Experience in learning and development is desirable
• Strong experience in Microsoft office packages including excel.
• Experience in delivering training

Skills and Knowledge

• Excellent business support skills
• Excellent understanding of Microsoft products especially Office and related tools.
• Flexible and creative approach to tasks and problem solving.
• Able to demonstrate a high level of accuracy and attention to detail.
• Excellent communication and interpersonal skills with the ability to engage and motivate learners.
• Excellent understanding of different learning needs and styles and can design and implement targeted learning interventions to meet identified needs. 
• Excellent organisational and time management skills
• Ability to work independently and as part of a team.
• Ability to deal with people at all levels of the organisation.
• Proactive and a positive can-do attitude, with the ability to inspire other.
• Ability to analyse data and use metrics and feedback to drive continuous improvement.
• Ability to develop e-learning content.
• Understanding of EDI principles and application in an L&D context.

Competencies

We test this at interview stage

Communicating Effectively

Demonstrate the effective use of the range of communication methods available: written, spoken, electronic, and use these methods in appropriate ways suitable to the context and situation.

• Present spoken communication in a polite, friendly and respectful manner seeking to ensure mutual understanding.
• Listen well and seek clarification and understanding, avoiding jumping to conclusions or making assumptions.
• Present information and ideas in a clear and understandable way which avoids jargon.
• Seek to understand the communication needs of colleagues and customers, being mindful of equality issues and the diverse needs of the range of people we work with.
• Choose the most appropriate method of communication for the situation, seeking to avoid using one fixed style or approach.

Performing efficiently and effectively

Promote good performance, developing clear, structured and efficient ways of managing workload and delivering results. Staff should challenge themselves and others to perform well, and to adhere to the Council’s performance management systems.

• Ensure that all work carried out by you is in line with business and service plans and supports the overall aims and ambition of the Council
• Plan your workload effectively, reporting achievements and problems to appropriate managers and project leaders
• See tasks and objectives through to completion
• Approach challenges with drive and enthusiasm
• Strive for continuous improvement in your work and manage your learning and development to enable you to perform to the best of your ability
• Create novel solutions to improve services and ways of working and challenge conventional practices
• Seek out income generating opportunities and efficiencies and aim to provide more for less to achieve the best possible value and high standards of service delivery
• Be enthusiastic about the Council’s services and look for opportunities to promote and sell them

Using and managing resources efficiently and effectively

Demonstrate the effective and efficient use of the full range of resources used in and by the Council including time, finances, staffing, equipment, information, materials, buildings, etc.

• Take responsibility for managing your time, seeking efficient ways to carry out your work, maximising your output and minimising wastage.
• Use and acquire materials effectively and efficiently minimising wastage, recycling where possible, and striving for cost effectiveness.
• Seek out ways to improve the use of resources.

Engaging with the customer

Understand the needs and requirements of their customers, to provide excellent customer service, and to involve customers in the improvement of services.

• Provide a helpful and friendly service to customers both internally and externally.
• Take responsibility for following up on enquiries and solving customer issues.
• Make efforts to fully understand the customer’s needs and avoid assuming that “we know best”.
• Ensure that you have a full understanding of the needs and requirements of the customer.
• Seek feedback from internal and external customers on the effectiveness and efficiency of the service you provide.

Working well together

Actively foster good working relationships with colleagues and customers in order to collectively achieve the Council’s direction and ambition.

• Co-operate and work well with colleagues at all levels of the organisation seeking collective responsibility for the achievement of goals.
• Demonstrate consideration, and respect for other’s feelings and opinions and avoid judging and making assumptions.
• Maintain positive working relationships with external contacts in order to maintain the reputation of the Council.
• Seek to actively solve problems and avoid passing the issue on to others or leaving the problem unresolved.
• Demonstrate self-awareness of your style of working and develop flexibility and adaptability in order to work well with others.

Other conditions

• This position does not require a DBS check
• This position is not politically restricted

Job profile updated: July 2026

Values and behaviours

Our values and behaviours are an integral part of who we are; they are the guiding principles that should inform how we work together, support each other and make decisions.

Our organisation thrives on the dedication and passion of its people and it’s important that we embody these values and behaviours and they become a part of our organisational DNA.

Our vision

We will be ambitious, support each other and work together in new ways to achieve outstanding results

Our core values