IT

The customer support technician provides advice, assistance, information and training, and issues warnings as required. He/she may be directly involved in all or part of a project falling within the area of expertise. He/she administers and operates IT systems. He/she delivers a high standard of service to customers.

Administration and maintenance

• Manages IT system infrastructure, maintains hardware and handles changes/upgrades
• Receives, analyses and addresses reported issues
• Resolves and closes system and network incidents
• Escalates matters to superiors as required
• Applies system and application usage rules in line with relevant norms and standards
• Suggests improvements and remedial measures

Operation and control

• Manages the operational response to incidents
• Handles incidents (tickets and fixes)
• Provides assistance and advice to users

The data analyst analyses heterogeneous, and in some cases unstructured, data sets in order to extract insights to inform improvements to the company’s products and services.

Analyses data-related requirements

• Determines requirements in conjunction with operational staff

Data extraction and structuring

• Harvests, selects and approves relevant data for analysis
• Improves the quality of the company’s databases and enhances their content
• Identifies tools and methods for acquiring data from a set of technically heterogeneous databases
• Maintains data quality throughout the processing cycle

Data processing and analysis

• Implements and ensures statistical data modelling processes
• Uses algorithm-based tools to develop statistical models
• Tests and reviews databases for quality and consistency
• Uses advanced statistical methods to process large volumes of data/information
• Implements predictive and recommendation models

Reporting and recommendations

• Prepares analysis reports in response to requests from operational staff
• Makes recommendations in order to boost performance

Development of support tools for internal customers

• Helps implement the company’s marketing strategy
• Helps develop business performance indicators for the company
• Provides product managers with statistics to support decision-making and inform the conduct and analysis of prospecting campaigns

Technology watch

• Keeps abreast of technological advances and the latest developments in data analytics software
• Identifies and trials new modelling and data analytics methods

The developer analyses, codes and tests software components in line with agreed standards and procedures and in accordance with desired changes.

Design

• Helps analyse requirements
• Develops technical components in line with agreed standards and procedures
• Writes technical documentation
• Re-uses as many legacy solutions as possible
• Standardises processes with a view to going live
• Follows development concepts in order to produce a robust solution

Development

• Develops software components
• Develops tests
• Ensures that code is robust and meets the requisite quality standards

Testing and acceptance

• Designs a testing plan that covers all requested features
• Performs a suite of tests (unit tests, load tests, integration tests and non-regression tests)
• Certifies acceptance tests
• Supports the business segments in the acceptance testing phase

Go-live

• Completes the go-live process

Technology watch

• Keeps abreast of the latest trends and developments (programming languages, technical solutions, tools, best practice, etc.)
• Challenges technologies on an ongoing basis

The in-house IT systems auditor provides the company with assurance that it has adequate control over its operations, and contributes to the continuous improvement of its IT-related risk management, internal control and corporate governance processes.

IT systems auditing

• Carries out governance, security, project and system audits
• Conducts interviews in order to understand how an IT system is structured and to assess its suitability for business processes
• Reviews the strategy and management of the IT department
• Produces a map showing applications, interfaces and infrastructure and the associated controls
• Assesses the risk that IT infrastructure and applications could become technically obsolete
• Reviews the effectiveness of IT project management and systems operation processes
• Reviews the internal control arrangements for computer applications and the IT department as a whole (IT systems review), focusing on:
  • the physical security of the data room
  • the server backup procedure and the disaster recovery plan
  • data security (access to the network and applications)
  • the process for managing IT system changes and upgrades
• Makes observations and recommendations and shares these with the auditees so they can develop action plans

Audit report

• Writes the audit report
• Presents conclusions to operational staff and senior management

Follow-up phase

• Checks that action plans have been properly implemented
• Prepares a progress report on implementation of the recommendations

Technology and regulatory watch

• Monitors the latest developments in terms of tools, standards, security breaches, etc.

The IT systems security officer establishes and implements IT security rules and ensures that these rules are properly applied and enforced. He/she provides advice, assistance, information and training, issues warnings as required, and carries out technology watch within the field of expertise.

Defining and applying the security policy

• Defines and applies security rules
• Certifies components and developed applications
• Implements and tracks indicators in order to ensure that norms and standards are adhered to
• Designs security solutions
• Assesses IT-related risks
• Conducts routine security audits

Control

• Leads IT systems security operations
• Implements the IT systems security control plan and escalates any issues that arise
• Manages IT systems security crises

Advice and communication

• Educates users on security rules and standards
• Checks that methods, standards and tools are properly used and applied
• Provides advice and assistance to IT teams
• Helps write the IT code of conduct

Technology and regulatory watch

• Monitors the latest developments in terms of tools, standards, security breaches, etc.

The IT systems architect contributes to making technological choices in the pre-project phase. He/she selects solutions and recommends these to the business segments and development teams. He/she acts as a technical specialist throughout the project.

Technical analysis and costing

• Identifies and analyses the customer’s requirements
• Calculates the associated costs
• Benchmarks existing solutions
• Lists the features requested by the customer
• Recommends the technical solution that best fits the customer’s requirements

Design

• Designs system architectures
• Suggests options for upgrading and streamlining legacy systems
• Ensures at all times that the delivered system is consistent with the legacy system
• Produces system architecture diagrams
• Keeps the IT systems map up to date

Acceptance

• Recommends relevant testing procedures (unit tests, integration tests, acceptance tests)
• Reviews the implementation of testing plans or approves the use of indicators

Technology watch

• Keeps abreast of new languages, existing technical solutions, new tools, etc.
• Pre-empts disruptive innovations and technical developments

Technology awareness-raising

• Arranges presentations on innovative technologies
• Produces models to demonstrate and confirm the strengths and weaknesses of various technologies and solutions

The IT project manager uses agile methods to manage a project or set of projects from start to finish – from scoping through to going live – while meeting cost, quality and lead time imperatives.

Scoping and requirements analysis

• Helps define and scope functional requirements in conjunction with the in-house client (marketing, purchasing, finance, etc.)
• Benchmarks off-the-shelf software programs capable of meeting the stated requirements
• Determines the complexity of the stated requirements (backlog)
• Determines requirements in terms of human resources and technical skills
• Prepares cost calculations and/or invoices in advance
• Sets a budget based on the project’s complexity
• Assesses risks that could arise during the project

Project management, monitoring and coordination

• Sets up the project structures and establishes the terms of operation (methods, steering tools, indicators and agile ceremonies such as stand-ups, customer demos and backlog refinement)
• Works with the project teams to set targets and completion lead times for deliverables (applications, modules, specific developments, etc.)
• Selects and allocates resources in accordance with technical constraints
• Tracks and measures progress (creating scorecards, selecting indicators, scheduling steering committee meetings, etc.)
• Supervises and coordinates the work of all internal and/or external players
• Issues warnings about risks arising during the project
• Approves the deliverables

Customer relations management

• Organises and leads steering committee meetings
• Shares project progress scorecards with the customer on a regular basis
• Maintains a relationship of trust between the project owner and the project teams

Functional and acceptance testing

• Ensures that the work performed by the technical teams meets the requirements set out in the specifications
• Designs and performs automated tests

Go-live

• Delivers the application and completes the go-live process
• Provides post-delivery service

Training and change management

• Writes user documentation
• Trains users
• Provides change-management support

Upgrading and corrective maintenance

• Supports post-delivery monitoring, upgrading and corrective maintenance for the deployed solutions (tools, applications, specific developments, etc.)

Competitive intelligence/technology watch

• Monitors the latest off-the-shelf software programs within the scope

The systems, networks and databases officer oversees the operation of a set of system components. He/she ensures that IT system infrastructure (servers, workstations, etc.) remains fully operational, and deals with any issues that arise.

Operational management

• Ensures that hardware remains fully operational
• Configures hardware (networks, systems, security, etc.)
• Diagnoses the causes of issues
• Fixes issues as appropriate
• Escalates issues to experts if required
• Logs and reviews incidents for the purpose of continuous improvement
• Meets the quality of service (QoS) standards expected by the customer

Changes and upgrades

• Rolls out infrastructure changes and upgrades
• Helps define and write standards and procedures
• Rolls out and supervises the hardware necessary for system and network changes and upgrades

Reporting

• Produces general reports, incident follow-up reports and decision-support tools
• Considers user requirements in terms of system and network performance (power, speed, stability, security)

System and network security

• Implements security standards
• Maintains data security by ensuring all necessary safeguards are place
• Ensures that machine and user access rights are managed effectively and in accordance with the company’s security rules

Technology watch

• Monitors the latest developments in system and network architectures

Working arrangements: This role involves working on-call and staggered hours

The tester ensures that delivered products (applications, software) meet users’ requirements and expectations.

Test organisation

• Plans testing tasks, taking into account human and material resource and environmental constraints

Test design

• Writes testing plans in conjunction with the relevant players, identifying the items for testing, the scope and phases of the test process, associated risks, etc.
• Prepares and updates testing configurations, complying with installation processes

Test performance

• Implements testing tools
• Coordinates test performance
• Identifies issues/malfunctions
• Shares these with the production team
• Ensures that issue/malfunction reports are taken into account

Operational acceptance testing

• Organises and monitors acceptance testing with operational teams
• Collates issue/malfunction reports and ensures these are addressed

User support

• Supports users through the acceptance testing process (information, demonstrations, etc.)
• Helps users familiarise themselves with the new version or the new applications

Continuous improvement

• Helps improve testing tools

Competitive intelligence/technology watch

Keeps abreast of technological advances within the scope

The web designer designs the look and feel of a website, makes sure it is user-friendly and develops the associated services (newsletters, email campaigns, etc.)

Customer brief analysis

• Reviews the creative brief, which sums up the aims and challenges associated with the design or revamp of a website or application (objectives, target audience, etc.)
• Is familiar with the key principles of the corporate identity and style guide (colours, subject matter, formats, messages, etc.)

Creative project design

• Creates the mock-up and storyboard in accordance with user browsing and ease of use rules
• Considers how the creative concept can be translated for different devices (web, smartphone, tablet) and formats (logo, brochure, billboards, video clips, etc.)

Graphic design

• Plans the various steps of the production process
• Creates pictograms, banners, buttons, graphic user interfaces, illustrations, animations, etc.
• Uses various modelling tools (computer-aided design, or CAD) and software packages (e.g. Illustrator, Photoshop, QuarkXPress, InDesign)
• Briefs service providers as required
• Ensures that each medium is consistent in terms of substance and style

Testing and acceptance

• Designs a testing plan that covers all requested features
• Performs a suite of tests (unit tests, load tests, integration tests and non-regression tests)
• Certifies acceptance tests
• Supports the business segments in the acceptance testing phase

Go-live

• Completes the go-live process

Technology watch

• Keeps abreast of the latest trends and developments (programming languages, technical solutions, tools, best practice, etc.)
• Challenges technologies on an ongoing basis