September 2014

Dear Applicant

EDMS Support Analyst

Thank you for your interest in the above role. Enclosed is the information you will
need to assist you in completing your application. To apply for this role you must
submit your current CV along with a supporting statement no longer than 2 sides of
A4. It would also be helpful if you would complete the equal opportunities monitoring
form. It is not mandatory to complete this, and the information is requested purely for
equal opportunities monitoring purposes, in line with our commitment to equality and
diversity.

Applications should be emailed to jobs@kctmo.org.uk or posted to the HR Team,

Kensington & Chelsea TMO, The Hub, 292a Kensal Road London W10 5BE. We
would suggest that you email your applications to us wherever possible, to avoid
delays.

If you have any queries, please contact the HR team on 020 8964 6088 or via
jobs@kctmo.org.uk

We look forward to hearing from you.

Closing date: Friday 17th October 2014

Interviews & Testing: Tuesday 28th October 2014

Yours sincerely

Rachel Martinez
Senior HR Administrator
Contents

Page

About Kensington & Chelsea TMO 3

Job description and person specification 4-8

Structure charts 9

Terms and conditions 10

Press advertisement 11

Further information about the KCTMO can be found at www.kctmo.org.uk.

About Kensington & Chelsea TMO

The TMO was formed in 1996 when the Royal Borough's tenants and leaseholders
voted to take over the management and improvement of their own homes. We were
the first borough-wide tenant management organisation in the UK and the only
tenant led ALMO - a not for profit company providing landlord services to almost
10,000 homes in Kensington and Chelsea.

We employ about 200 staff in offices situated around the Borough and were awarded
three stars excellent prospects by the Audit Commission in 2006.

Over the last few years the TMO has undergone change in relation to its Constitution
and Board, and more recently, in relation to the Executive Team. A new Chief
Executive, Robert Black, joined the TMO in May 2009. Robert is committed to
developing and continuously improving the TMO, in partnership with the TMO Board,
residents, staff, the Royal Borough of Kensington and Chelsea (RBKC) and a range
of external stakeholders to ensure that the TMO makes a real difference by providing
excellent services and value for money.

This is an exciting time to join the TMO and to help shape the organisation in its aim
to become the best social housing landlord in London.

Further information on the TMO can be found at www.kctmo.org.uk

Job Description

Job Title
EDMS Support Analyst
Directorate /
Department ICT

Reports to
Head of ICT
Job Purpose
The post holder will be a reliable, methodical, enthusiastic individual, able
to manage the operational aspects of business applications, provide
proactive support for the business users of the electronic document
management system (W2) and provide appropriate training within the
business.

The post holder will work with the business to identify key requirements
and to help develop specifications and suggest solutions. The post holder
will also have a good understanding of systems, interfaces and integration,
and of back-end tables and relationships.

The post holder will also be responsible developing call scripts and
workflows from cradle to grave, including initial and training documentation,
any required reports and end-user training.

The post holder will also be required to provide second and third line
technical support to the ICT Services Desktop team and end users as
required. The post holder will also be responsible for assisting with
implementation, testing and release of all new associated W2 software
upgrades. This will also include providing supporting documentation for
working practices and procedures.

Salary
26,700 - 36,100 + PRP
Hours
36 hours per week (Monday-Friday)
Location
The Network Hub, Unit A, Kensal Road, London W10 5BE
Responsibilities In conjunction with the Project Consultant develop call scripts and
workflows on W2.

In conjunction with the Project Manager to work with the business to

identify key requirements, help develop specifications and suggest
solutions. Undertake process mapping exercises as required.
 To develop call scripts and workflows from end to end including
initial and training documentation, provide training to users and any
required reports (using Microsoft SSRS).

As part of the Project Team, perform W2 system administration,

working with the supplier wherever necessary. Assisting with the
roll out of any future system upgrades, any required fixes, follow up
issues raised on Issues Log.

Responsibility for undertaking routine and ICT related tasks involved

in running W2 including operational system administration including
maintaining access and permissions etc.

Liaising with 3rd party application suppliers regarding operational

support issues. Providing an effective interface between the wider
ICT team and 3rd party application providers, providing effective
documentation, ensuring diagnostic information is provided for error
resolution and incident analysis; producing written manuals &
documentation as required

Responsible for keeping abreast of new releases & improvements to

W2 and, where appropriate, specifying enhancement requests and
bug fixes (either directly or through organising TMO business users
to provide feedback) for consideration by application providers.

The post holder will work with senior users through internal user
groups to develop sufficient expertise in W2 to get the most out of
the application and maximise the business benefit through its use.

Provide advice, guidance and training on technical W2 matters to

the ICT team as well keeping the ICT team updated on upgrade
projects and general issues.

Provide instruction and training to 1st line technical support staff and
the wider ICT team where required. This will include familiarisation
training in the execution of routine maintenance tasks, particularly
those relating to malfunction, safety and security.

The post holder will develop sufficient expertise in W2 to act as the

main resource who will work with the business to get the most out of
the application and maximise the business benefit through its use
.
To undertake any other duties and responsibilities of a similar nature
to and which reflect the level of those described above, which may
reasonably be required by the business.
 Person Specification
Job Title: EDMS Support Analyst
Directorate / Department: ICT Housing Systems Support
Criteria Essential
Experience and A good academic record,
Knowledge preferably with relevant
professional qualification or
to degree level.
Fully conversant with the
administration of an
electronic document
management system.
Ideally Civica W2 and
preferably have operational
experience as an end user.
Detailed knowledge and
understanding of process
mapping and identification
of key process
requirements.
Solid understanding of and
experience of system
administration, access &
permissions control.
Preferably with Civica W2.
Solid understanding of
general application software
such as the Microsoft Office
suite of products including
MS Project and Visio.
Desirable How
identified*
Demonstrable experience A/I
within a housing
management organisation
with specific knowledge of
how computer applications
can be applied for the
benefit of the business.
Demonstrable experience of A/I
working as a key contributor
with technically complex ICT
projects.
A/I/T
A/I
A/I
Demonstrable experience of
general ICT systems,
technical solutions
development, testing and
systems implementations,
including document
management control.
Familiar with logging system A/I
faults with third party
suppliers and managing
such faults through to
resolution.
Solid understanding and A/I
knowledge of managing live,
test and development
application environments
and the process of migrating
 application software from
one environment to another
In-depth knowledge of
Housing and EDM
applications and how they
should be used by the
business. The post holder
must be able to translate
this knowledge into
operational training material
that is useful and relevant to
the business.
Skills and Personal Ability to understand and Methodical person who A/I
Qualities communicate complex documents all actions, with
technical issues efficiently to attention to detail.
non-technical staff.
Design, plan, and execute A/I
Excellent customer focus. work to time, cost, and
quality targets.
Excellent time management,
self- Ability to work un- A/I
proactive and
supervised.
motivated.

Good presentation skills and A/I

the ability to communicate
effectively both orally and in
writing

Ability to work confidently

and accurately under A/I
pressure.

Ability to take a structured

and effective approach to A/I
work.

Able to contribute new A/I

ideas.

Personable - able to get on A/I

with business users and
deliver effective training.
The KCTMO Way Drives for results and A/I
Organisational Behaviours commitments shows a
strong commitment to
making service
improvements and a
determination to achieve
 positive service outcomes
for customers.
Shows team working focus
shows commitment to A/I
working with others and
across teams to achieve
results together, respecting
and valuing each other.
Shows customer focus
driven to provide excellence A/I
in service and seeks to meet
the needs of customers,
seeks to engage residents
and involve them.

* - Key

A = Supporting Statement
I = Interview
T = Test
Organisation Structure

Chief Executive

Executive Director Executive Office Executive Director Executive Director

of People and Manager of Operations of Financial
Company Secretary
Performance Services and ICT

Health, Safety and

Director of Assets Head of Supported Director of Housing
Performance Facilities Manager
Manager and Regeneration Housing

Team Leader Head of Assistant Director of

Project Manager Head of Capital Supported Housing Neighbourhood Financial Services
Investment Management North

Assistant Director of Head of Investment Head of ICT

Head of
HR Strategy
Neighbourhood
Management South
Head of
Assistant Director of
Communications
Head of Contract Head of Customer Home Ownership
Management Servicess
Resident
Engagement
Manager Environmental
Services Manager

Principal Project
Accountant

Policy and
Improvement
Manager
Terms and Conditions

Salary

You will be paid monthly - on the 15th of the month - and your pay is to be credited to
your bank or building society.

Hours

A 36 hour week is worked, Monday Friday, but you will be expected to work the hours
necessary to discharge the duties of the position.

Annual leave

Your annual leave is dependent upon your conditions of service and length of
continuous service. The annual leave for this position is 28 days per annum and 30
days after 5 years service.

Probation

All employees have a standard probationary period of six months.

Season Ticket Loan

Interest-free season ticket loans are offered from six months service, which are paid
back in monthly instalments through the payroll.

Pension Scheme

The TMO is an admitted member of the Local Government Pension Care Scheme. The
scheme provides for an employee contribution of either 5.5% on annual salaries
up to 13,500, 5.8% on annual salaries from 13,501 - 21,000, 6.5% on annual
salaries from 21,001 - 34,000 or 6.8% on annual salaries from 34,001 - 43,000.
An additional contribution is payable by the employer.

Other benefits

Access to a health scheme, modern working environment and a range of learning and
development activities.
Advertisement
Kensington and Chelsea TMO is the first borough-wide housing organisation to give
residents a say in the management of their homes. With nearly 10,000 properties,
and a clear commitment to improving our services, we are looking for talented
people who share our vision for the future.

EDMS Support Analyst

London
Salary 26,700 - 36,100 plus PRP

1 year fixed term contract (initially)

This is the ideal next step for the right candidate, keen to build on their previous
experience of administering an electronic document management system. Working
alongside the Project Consultant and Project Manager you will gain valuable
experience of managing all aspects of this long term project and will play a key role
in embedding this system (W2) as a key business tool for the Organisation

In this critical role, you will be responsible for working with the business to identify
key requirements and develop specifications. You will develop call scripts and
workflows and assist with the implementation and testing of newly released software.
We are looking for the successful candidate to develop specifications and suggest
solutions where required.

As the ideal candidate, you will have previous experience of computer applications
and have a general knowledge of ICT systems. You will ideally hold a relevant
professional qualification and have previous experience of developing training plans
and a solid understanding of system administration. In addition, you will be a
methodical analytical thinker and an excellent communicator.

In return we offer excellent training opportunities, membership of the local

government pension scheme and season ticket loan (after a qualifying period).

For an information pack please log on to our website www.kctmo.org.uk and click on
jobs.

Closing date: Friday 17th October 2014

Interviews & Testing: TBC

The TMO is an equal opportunities employer

No Agencies Please

11