Service Desk Technician Department: Chief Operating Office Division: Modernisation and Digital Reports to: IT Service Desk Manager JE Reference: COO 024 Grade: 7 to 8

Job purpose The Service Desk Technician will operate from within the M&D Service Desk team, providing 1st level technical support and advice to GoJ customers. Providing IT support, incident management and service fulfilment via both remote and on-site service, as required, ensuring quality customer service is provided at times.

Job specific outcomes

• Providing IT support and technical advice to all GoJ customers, ensuring all incidents and

service request are addressed in a timely and efficient manner

• Investigate and gather information to monitor progress, keeping customers fully informed,

ensuring excellent customer service is maintained

• Triaging, investigating and resolving IT incidents to ensure incident management process

is adhered to

• Ensure appropriate and complete records are kept relating to access permissions in line

with policy and procedure.

• Provide advice and guidance to customers regarding corporate Information

Communication (ICT) policies and standards

• Provide advice and guidance in relation to technical matters to customers to ensure

issues are successfully resolved

• Provide advice on the availability of software and hardware technologies available to

ensure departments are aware of the products available

Statutory responsibilities Active engagement, participation, and compliance with other statutory responsibilities applicable to the role, as amended from time to time.

Person Specification

Specific to the role

ATTRIBUTES ESSENTIAL DESIRABLE

Qualifications Please state the level of education and professional qualifications and / or specific occupational training required.

Educated to at least ‘A’ level standard or equivalent

ITIL Foundation Certificate

Industry recognised professional qualifications (E.g. MCSE, VCP, CCNA or similar) are highly desirable Certified technician qualifications preferred

Knowledge This relates to the level and breadth of practical knowledge required to do the job (e.g. the understanding of a defined system, practice, method or procedure).

Knowledge and understanding of IT infrastructure

Technical / Work-based Skills This relates to the skills specific to the job, e.g. language fluency, vehicle license etc.

Strong problem-solving capabilities, with ability to deconstruct a problem and assess root cause

General Skills/Attributes This relates to more general characteristics required to do the job effectively, e.g. effective written communication skills, ability to delegate, motivation or commitment etc.

Strong customer services skills, able to gain rapport quickly and build effective and trusting working relationships with our customers Strong communication skills both written and verbal. Deliver the ability to communicate to both your team and your customers. Team player that works with and communicates well within and across our technical teams, actively prompting respect for colleagues, sharing of skills and information and building trust

amongst teams. Excellent time management skills, especially working under pressure with tight deadlines Good organisational skills and be able to schedule their work under conflicting demands Capable of applying strong analytical skills to their Role Good change management and technical risk assessment skills, apply appropriate caution and discipline

Experience This is the proven record of experience and achievement in a field, profession or specialism. This could include a minimum period of experience in a defined area of work if required by an external body (for example a period of post- qualification experience).

Customer service experience

Technical IT and operations support experience

Core Accountabilities, Attributes and Behaviour Indicators

Appointees to this role will be required to adhere to and perform their duties in line with the standards identified in the States of Jersey tier 5 core accountabilities attributes and behaviour indicators.

The standards relevant to this tier, identified in the Government of Jersey core accountabilities, attributes, and behaviour indicators, are to be attached in a separate document.

ASL International Recruitment Limited 22-24 Seale Street, St Helier, Jersey, JE2 3QG (Registered Office) + 44 (0) 1534 500000 Registered Company GST No 0101275 Registered Jersey No. 95590

Senior Applications Administrator & SQL Solutions Developer

Job Purpose:

To be responsible for the design, development, management, maintenance, documentation, and support of the Firm’s Microsoft data platforms and solutions.

Summary of Responsibilities:

Building Business Solutions:

• Taking the lead in the implementation of solutions using Microsoft SQL platforms and related services, tools and technologies.

• Collaborating with others to understand and achieve desired outcomes.

• Analysing requirements and translating them into technical specifications.

• Proposing usable, scalable, secure solutions that align with business goals.

• Building and customising dashboards and reports using SSRS and Power BI.

• Integrating data from various in-house and external systems and applications.

• Rigorous testing of solutions, including identification and resolution of issues.

• Deploying solutions to production environments, ensuring minimal disruption to users.

Management and Monitoring:

• Managing the configuration and maintenance of on-premises and cloud-based Microsoft SQL platforms and services to ensure smooth operation, performance, and security.

• Monitoring systems and solutions, troubleshooting issues, and performing maintenance.

• Managing and monitoring Service Requests and Changes in the Service Desk system, including completing daily and other scheduled checks and tasks.

Support & Training:

• Providing second- and third-level support for various third-party applications and platforms, with a focus on those supported by Microsoft SQL platforms and services.

• Ensuring adequate support cover during agreed hours.

ASL International Recruitment Limited 22-24 Seale Street, St Helier, Jersey, JE2 3QG (Registered Office) + 44 (0) 1534 500000 Registered Company GST No 0101275 Registered Jersey No. 95590

• Training and coaching colleagues and junior staff.

Continual Improvement:

• Staying updated on relevant technologies, best practices, and skills.

• Defining and following in-house coding standards and techniques.

• Reducing technical debt, and optimising solutions for performance, scalability, and security.

General:

• Striving for excellent client service and delivery.

• Dealing with a varied range of queries and projects.

• Applying internal risk management procedures and ensuring that juniors apply them.

• Producing and providing high-quality technical and other documents.

• Ensuring own and junior team members time sheets are completed.

• Meet project and task deadlines.

• Being the contact for juniors when it comes to technical and professional matters.

• Any other reasonable duties that may be assigned.

Skills, Knowledge, and Attributes:

• 3-5 years’ experience developing solutions using Microsoft SQL technologies, i.e., SQL Server, Azure SQL, Visual Studio/VSCode, SSMS, SSIS, SSRS, and Power BI.

• In-depth knowledge of databases, schemas, tables, views, queries, stored procedures, functions, indexes, triggers, security, and related technology concepts and best practices.

• Able to write clean, efficient T-SQL queries and code for data manipulation, analytics and reporting.

• Sound understanding of data integration, data warehousing, ETL, and related concepts and best practices.

• Understanding of the following concepts:

o Source control (e.g., SVN, GIT)

o Agile methodologies (e.g., SCRUM, CI:CD)

o ITIL (v4)

ASL International Recruitment Limited 22-24 Seale Street, St Helier, Jersey, JE2 3QG (Registered Office) + 44 (0) 1534 500000 Registered Company GST No 0101275 Registered Jersey No. 95590

• Proficient in Microsoft Office applications, especially Excel and Power Query.

• Excellent problem-solving skills and ability to work collaboratively with business stakeholders.

• Ability to work well as part of a team.

• Consistent attention to detail to ensure work is always of a high standard.

• Exceptional administrative and organisational skills.

• Able to complete work accurately and on time.

• Proactive and adaptable to a variety of work.

• A high level of tact, diplomacy, and confidentiality.

• Excellent interpersonal, written, and verbal communication skills.

• Ability to communicate at all levels.

• Aware of the limits of decision-making entitlement.

• Flexible, with the ability to work to time pressures and react calmly to changing demands.

• Ability to identify issues, think of solutions and propose them to management.

• Ability to understand processes in place.

ASL International Recruitment Limited 22-24 Seale Street, St Helier, Jersey, JE2 3QG (Registered Office) + 44 (0) 1534 500000 Registered Company GST No 0101275 Registered Jersey No. 95590

Systems Support Analyst (IT)

We are a leading international law and professional services firm providing legal, corporate and fiduciary services to global corporations, financial institutions, capital market participants and investment fund managers. With a global presence spanning the Americas, Europe, the Middle East and Asia, we advise on the laws of Bermuda, the British Virgin Islands, the Cayman Islands, Guernsey, Ireland and Jersey.

We treat everyone as the intelligent professional they are. Our approach is to trust and empower our people to deliver consistently, and enable them to succeed. Diversity is our secret weapon – it’s the sheer breadth of Walkers people that makes us who we are – gathered from across the globe and fluent in languages, jurisdictions and cultures that help us to mirror our clients and keep our own thinking in tune with the world in which we operate.

Overview of role

This role operates at the second tier/level within the Global IT Helpdesk team and serves as the intermediate escalation path for internal team members when triaging and supporting our customers and partners. The role is therefore aimed at those with a wide variety and diversity of support experience and skillsets internally within the Helpdesk function or those with significant experience outside of the Company. The ideal candidate is someone who has 1-3+ years of experience within a global IT team predominately at the Helpdesk. They should also be familiar with providing support to all levels of an international corporate enterprise up to and including certain C-level executives. The successful candidate will be someone who has a well-rounded level of excellence in customer service, exemplary interpersonal skills and a tenacious desire to solve problems and provide solutions. The successful candidate will also be a trusted partner for customers and colleagues alike who require assistance across the broad swathe of supported items at the Helpdesk.

Duties, Responsibilities & Person Specification

• Delivering excellent customer service across the Walkers global enterprise. Responsible for ensuring customer and partner escalations are dealt with on order of priority and business interests.

• Works at the Helpdesk 90% of the time responding to customer tickets, walk-up and direct contact messaging and phone calls. Records all customer interactions in Helpdesk ITSM tool.

• Champions standardisation, change and automation. Works with tier 3/Lead Helpdesk colleagues and partner teams to reduce redundant workloads and drives for better collaborative approaches to repetitive issues.

• Triages and prepares documentation for internal and customer-facing use and ensures curation by experienced Helpdesk colleagues. Subject matter expertise in all Helpdesk supported applications. Receives escalations from customers and Helpdesk colleagues and triages ahead of escalation if necessary to more senior Helpdesk colleagues or occasionally to partner teams. Champions initiatives to constantly improve partnership and escalation policies.

ASL International Recruitment Limited 22-24 Seale Street, St Helier, Jersey, JE2 3QG (Registered Office) + 44 (0) 1534 500000 Registered Company GST No 0101275 Registered Jersey No. 95590

• Assists in the day-to-day prioritisation of work alongside the Helpdesk leadership.

• Occasionally supports Helpdesk leadership and peers in the creation and development of operational metrics as defined by the Helpdesk and overall organisational leadership team.

• Assists Helpdesk colleagues with routine tasks including IT New Hire Orientation and Onboarding, Employee and Contractor Offboarding, hardware provisioning and asset management, vendor engagement where appropriate for the purposes of escalation of support.

Education, Skills & Experience

• A bachelor's degree in an IT related discipline and experience in a similar systems support role.

• Applicants with experience of working on a busy IT Helpdesk within the legal industry, are also invited to apply.

• Advanced knowledge of current Microsoft Windows operating systems (desktop and server), Microsoft Active Directory, Intune, Entra ID, and fundamental understanding of networking and communications technologies.

• Experience with the support, management and provision of mobile devices on the iOS platform.

• Working knowledge of other Microsoft technologies including Microsoft Exchange, Teams, SharePoint, Azure Cloud, Group Policy, and SCCM.

• Some knowledge of law-firm and corporate services technologies may be an advantage, such as ViewPoint, Aderant toolsets and iManage.

• Appreciation of ITIL or similar service management frameworks. Good understanding of cyber security principles and best practice.

• Excellent interpersonal skills and ability to work and interact with all levels of the global organisation

• Reliability, attention to detail and a high-degree of common sense approaches to problem solving.

• The ability to work both independently and as part of a team, and to be proactive in the resolution of incidents and service requests.

This is a full-time on-site position – hybrid working or remote working is not available due to the business expectation of in-person support. The successful candidate will be required to be in-office 5 days per week during business hours or as part of a defined rotation.

Ability and willingness to occasionally work outside normal working hours/days when requested and in line with organisational objectives

Travel to regional offices if required.

Senior Systems Analyst (vPoint) – Technology Markets Services

Reports to the Systems Manager – Technology Markets

The purpose of this role is to assist in the design and implementation of one of our core systems (ViewPoint), including processes and reporting systems, to enable the team to expand service offering throughout the Group.

This is a hybrid position that will see you working from the Southampton office a minimum of three days per week, but full time whilst you're in your probationary training period.

Key responsibilities:

Business as usual

• Interpret accounting and administration requirements, design and implement solutions to requirements and configuration of the systems to meet the demands of our clients

• Complete complex Service Requests and Incidents raised via the support desk (Ivanti) or enhancements raised through other means, including projects and keeping client teams appraised of progress

• Monitor and review service delivery in a timely manner, keeping client teams appraised of progress

• Review the work undertaken by more junior members of the team, and peers, to ensure quality and consistency in delivery and approach

• Application and report testing (System Integration Testing) and reconciliation activities in line with testing strategy, providing relevant evidence and documentation

• Document changes to system and process, incorporate training materials and design test cases to support the evidence that accompany the change

• Communicate clearly with other members of the team and members of the client facing teams, both verbally and in writing, when gathering or explaining requirements and provide resolutions etc.

• Consideration of scalable solutions, and to maintaining a core configuration, with continual group improvements

• Give consideration of development needs for junior team members from findings on reviews and work with their line manager to agree a training plan

Project

• Support with the development, testing and implementation of system enhancements and defect resolution in conjunction with the business lead, technical lead and project manager

• Integral the end to end process surrounding a project, from gathering and documenting requirements, developing solutions, testing, deployment and closure documentation including accompanying user guides

• Gather requirements for reports, working with the reporting and data team, contractors, or independently to develop reports, with a

consideration for opportunities to create a core (group-wide) solution which can be rolled out to service multiple clients

• Collaborate with various departments to deliver a solution which benefits the business and meets the needs of the group

Skills, knowledge and expertise:

• Previous working experience with ViewPoint

• Strong technical financial services industry knowledge, including accountancy background

• Part or fully qualified in a relevant professional qualification (e.g. ACCA, ACA, ICSA or relevant IT qualification) and prior business experience in private equity or real assets

• Advanced PC skills notably MS Office suite (MS Word and MS Excel) as well as a familiarity with programming languages such as Transact-SQL and Visual Studio

• Project management experience

• Excellent interpersonal skills are required to develop close working relationships with colleagues, clients and business contacts

• General problem solving and methodical approach

• Genuine interest in technology and systems

• Strong A Level or Degree qualifications

Who are we?

Aztec Group has come a long way since first opening its doors in Jersey back in 2001. Our size and reach may have changed, but one thing that hasn’t is our identity – we’re proud to be a truly independent, owner-managed business that puts our people and clients at the centre of everything we do.

We understand that everyone will put value on different things and that’s why our employee package includes a variety of benefits. Here are some of the core benefits for all our people:

• Competitive salary

• Discretionary bonus scheme plus management incentive programme

• Flexible, hybrid working

• Generous holiday allowance

• Pension scheme

• Private medical insurance, including eye care

• Permanent health insurance

• Life assurance (death in service and critical illness benefit)

• Worldwide travel insurance

• Ability to work abroad for up to 3 weeks per annum

• Onsite parking

• Regular social events

• Health and wellbeing programmes

• Significant investment into your personal and professional development We will provide the training, both in house for relevant technical knowledge and also professional qualifications to enhance your professional development. You will need to be quick

to learn new systems and great with people, as close working relationships between our colleagues and clients is at the heart of what we do.

1

Role: Data Manager

Location: Guernsey or Jersey Line of Service: Business Enablement Grade: Manager Contracted Hours per Week: 37.5/hours for role

PwC Channel Islands Overview

PwC is a highly dynamic professional services firm offering Advisory, Tax, Audit and other

assurance services to a large portfolio of international and local clients. The Channel Islands

firm employs 600+ staff in offices across Jersey, Guernsey and Alderney and is part of an

international network of 151 PwC firms employing over 364,000 staff.

Job Summary:

We are seeking an experienced Data Manager to join our newly established Chief Data Office

team.

You will play a crucial role in both strategic and tactical data projects, ensuring the effective

governance, management and utilisation of data across our organisation. You will have a wide

remit with responsibility for developing and implementing data governance strategies and

procedures, as well as hands-on involvement with data management projects.

The ideal candidate will have a strong background in data management, data governance, and

use of data tools.

Responsibilities:

Responsibilities include:

Strategic data management:

● Develop and implement local data strategies, aligned to our global strategy, which

makes data a key enabler to the growth and operation of our business.

● Collaborate with senior leadership to identify key data initiatives and priorities.

● Ensure data governance and compliance with relevant regulations and standards.

Tactical data projects:

● Manage the development and implementation of data governance tools and

technologies to enhance data processing and reporting.

● Work closely with various departments to understand their data needs and provide data

insights.

● Drive investigation, research and resolution of data matters impacting our business.

Data analysis and reporting:

● Perform data analysis to support business decision-making.

● Create and maintain dashboards and reports to monitor key performance indicators

(KPIs).

2

● Present data findings and recommendations to stakeholders in a clear and concise

manner.

Education and collaboration:

● Stay up-to-date with industry trends, emerging technologies, and regulatory changes,

and recommend appropriate strategies and solutions.

● Educate and raise awareness amongst our employees and stakeholders of data

governance principles, policies, and procedures.

● Work closely with and support our Information Protection team on technology and data

related matters.

Direct Reports:

● This role reports to:

o Chief Data Officer

● Reporting to this role:

o There are no direct reports into this role.

Qualifications & Certifications:

● Professional qualifications in data management, data or information system governance,

or related fields, are desirable.

Skills & Experience Required:

Essential skills:

● Previous experience in data management, data governance, or a related technology

field, with experience of managing data projects.

● Good knowledge of data governance frameworks, industry standards, and regulatory

requirements, including data classification, data privacy, and data security best

practices.

● Proficiency in using data management tools and technologies, covering data reporting,

data analysis, data cataloguing, and data quality tools.

● Strong analytical and problem-solving skills, with the ability to demonstrate critical

thinking to identify and recommend effective solutions.

● Excellent communication and interpersonal skills, with the ability to collaborate with

teams and stakeholders at all levels of our business.

● Strong project management skills, with the ability to prioritise and manage multiple tasks

and projects simultaneously.

Desirable skills:

● Previous experience working with software such as Microsoft Purview, Power BI and

Altery

3

Travel Requirements:

As part of a cross island team, this role may require regular travel between the islands and may

occasionally require further travel.

The skills we look for in our people:

All our people need to demonstrate the skills and behaviours that support us in delivering our

business strategy. This is important to the work we do for our business, and our clients. These

skills and behaviours make up our global leadership framework, Evolved PwC Professional.

The Evolved PwC Professional focuses on two core behaviours: Trusted Leadership and

Distinctive outcomes. Trusted Leadership is underpinned by core behaviours that Inspire,

Empower and Evolve, and Distinctive outcomes is underpinned by behaviours that Champion,

Build and Deliver.

Diversity:

We work in a changing world which offers great opportunities for people with diverse

backgrounds and experiences. We seek to attract and employ the best people from the widest

talent pool as well as those who reflect the diverse nature of our society. We aim to encourage a

culture where people can be themselves and be valued for their unique strengths. Creating

value through diversity is what makes us strong as a business. https://pwc.to/2vY6KZm.

Data Analysis

Elev8CX Confidential

Prepared by:

Department Name: HR

Email: talent@elev8cx.com

Page 2 of 5

Data Analysis Version: 1.0 Date: 14/08/2024

Table of Contents

1 Job Description .................................................................................................................................................. 3

1.1 Role Profile (The purpose of the role) ...................................................................................................... 3

1.2 The Scope of The Role ................................................................................................................................ 3

1.3 Responsibilities of the Role ........................................................................................................................ 3

1.4 Success Measures (What success looks like in this role) ..................................................................... 4

1.5 Experience & Skills ....................................................................................................................................... 4

1.6 Qualifications and Requirements ............................................................................................................. 5

1.7 Security Protocol .......................................................................................................................................... 5

Page 3 of 5

Data Analysis Version: 1.0 Date: 14/08/2024

1 Job Description Team: Elev8CX

Location: Jersey Office

1.1 Role Profile (The purpose of the role)

Elev8CX Limited is a leading player in the software industry, known for innovative solutions and a

dynamic work environment. We are seeking a Data Analyst specialising in Microsoft Power BI, with a

minimum of 2 years of professional experience with Power BI, to join our growing analytics team. The

Data Analysis will play a role in developing the analytics platform for the business. This role involves

designing, developing, implementing, and ensuring adherence to analytics best practices.

1.2 The Scope of The Role

Reports to: Courtney Robinson, Data Analytics Manager

1.3 Responsibilities of the Role

• Power BI Management: Maintain multiple Power BI workspaces, reports, and Semantic

Models, ensuring their relevance and efficiency.

• Requirement Gathering: Collaborate with the respective business functions to gather and

document requirements from business units into features and user stories (Azure DevOps).

• Guidance on Power BI Solutions: Offer functional and technical guidance regarding Power BI

analytics solutions, including design, development, implementation, and best practices.

• Collaborative Development: Work with stakeholders to enhance the data platform, aligning it

with business initiatives.

• Data Model Navigation: Understand and optimise the complexities of current data models for

improved data utilisation.

• Work closely with the finance team to optimise month end close and reporting.

• Assist in the month end financial reporting to gain an understanding of the financials at

Cirrus.

• Assist in the weekly cashflow forecasting and actuals and automating the process.

Page 4 of 5

Data Analysis Version: 1.0 Date: 14/08/2024

• Dataset Promotion: Encourage the use of promoted datasets within the business to enhance

data-driven decision-making.

1.4 Success Measures (What success looks like in this role)

• Active and measurable completion of tasks

• Consistently resolves issues within agreed time frames

• Customer focussed resolution of queries.

• Ensuring the most appropriate choice is made to progress any issue quickly.

1.5 Experience & Skills

• Power BI Expertise: Proven experience building and maintaining Power BI datasets using DAX,

Python, and SQL.

• Advanced Reporting Skills: Advanced proficiency in creating and publishing comprehensive

reports with Power BI.

• Report Standardisation: Experience standardising reports across a business to ensure

consistency and accuracy.

• Stakeholder Engagement: Ability to gather and interpret stakeholder requirements,

translating them into actionable data insights.

• Codebase Management: Skilled in managing and maintaining a codebase of Power BI

reports.

• Financial Reporting: Knowledgeable in financial reporting, capable of providing insightful

analyses to finance teams.

• Cross-Functional Collaboration: Demonstrated ability to collaborate across departments,

enhancing business strategy and operations.

• Custom Visualization Development: Ability to create custom visuals or integrate third-party

visuals within Power BI for unique reporting needs.

• Performance Tuning and Optimisation: Experience in performance tuning and optimising

Power BI solutions for improved efficiency.

• Agile Environment Adaptability: Proven background in thriving within a fast-paced, agile work

environment.

• A collaborative spirit is essential, as the role requires working closely with stakeholders to

evolve our data platform, supporting critical business initiatives and bolstering decision-

making processes.

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Data Analysis Version: 1.0 Date: 14/08/2024

1.6 Qualifications and Requirements

• Experience building Power BI datasets from a multitude of data sources, including Delta

Lakes and APIs.

• Native or fluent spoken and written English is essential for the role.

1.7 Security Protocol

• Proof of Entitled to work status required.

• As part of this role, you may be required to go through enhanced background checks.

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