Manager – Enterprise

Applications Support

FURTHER PARTICULARS

1

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About UWI The first of UWI’s five campuses began in

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Campus in Trinidad & Tobago was added in

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About

Campus

Information

Technology

Services The St. Augustine Campus Information

Technology Services (CITS) is responsible for

supporting the Campus community in its

implementation and use of Information

Technology. The main facility of CITS is the

former Computer Centre. This Centre houses

the larger of two Main Equipment Rooms

(MER). These two installations interconnect

via a multimode and single mode fibre cables,

forming the heart of a dual star topology. This

constitutes the backbone of the University’s

Campus Area Network (CAN).

CITS currently supports the following software

applications: MS Productivity Tools, Moodle,

Oracle, Ellucian Banner, PeopleSoft in addition

to Open Source applications.

The incumbent will report to the Campus

Chief Information Officer or designate.

Enterprise Applications Systems

Team The Enterprise Applications Systems Team

delivers and supports the software

applications within the Enterprise Resource

Planning (ERP) infrastructure of the St.

Augustine Campus.

The Manager - Enterprise Applications

Support works through the Office of the Chief

Information Officer (CIO) and leads the

Enterprise Applications Systems Team in

ensuring the efficient and effective use of the

campus’ Enterprise Applications to fulfil

operational and strategic objectives.

The Manager - Enterprise Applications

Support has key responsibility for the overall

design, integration, implementation,

maintenance and ongoing improvements of

the Enterprise Applications as well as the

development of data standards, data

reporting requirements and the coordination

of software development projects.

The Manager - Enterprise Applications

Support is both a functional‐manager position

that provides supervision and leadership of

the Enterprise Applications Team as well as a

hands‐on technical role ‐ providing technical

support for the Banner ERP and other

integrated software applications when

required.

Manager –

Enterprise

Applications

Support

Qualifications and Experience The successful candidate must possess a:

a Master’s Degree from a recognized

university in Computer Science, Management

Information Systems, Software Engineering or

other closely related ICT or Management

discipline

at least seven (7) years’ experience in an

enterprise support department or service

provider environment working with and

providing application solutions to end users of

enterprise IT systems

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A minimum of three (3) years’ experience

in management, including leading IT

development teams.

Knowledge in a combination of at least

seven (7) of the following:

Business Analytics

Enterprise IT Governance

Business Process Improvement

Portfolio Management

Programme Management

Project Management

Business Analysis

Requirements definition and

management

User Experience

Customer Service Support

Candidates with the following would have an

advantage:

Industry‐recognized certification in areas

related to Project Management, application

development or systems analysis, Oracle

RDBMS, MS SQL from a recognized training

institution

At least seven (7) years’ proven practical

experience with substantial knowledge in

implementing enterprise application software

in project teams, preferably in a distributed

environment

Strong problem solving and analytical skills

Excellent planning and organizing of multiple

complex activities and prioritizing of resources

The following will be considered assets:

Proven practical experience in the

management of enterprise commercial and

open source software projects

Business Continuity and Disaster Recovery

planning and implementation

Special Responsibilities Supporting the CIO in building strategic

relations within the Campus and across The

UWI

Maintaining relationships with vendors and

software providers in procurement and

problem tracking and resolution.

Supporting IT activities outside of software

development as necessary.

Leading and managing change through

process development and improvement.

Designing, developing, implementing and

coordinating systems, policies and

procedures.

Appreciating and contributing to the regional

character of the University and its regional

responsibilities, through involvement in

professional bodies

Leading the selection or development,

implementation and support of enterprise

applications and other software for business

processes, procedures and solutions for the

campus

Leading the planning for the ongoing

improvement and maintenance of existing

enterprise production application software

systems

Maintaining existing software used in

production systems, ensuring minimal impact

to business continuity due to system outages

Establishing standards, systems and processes

for software development and software

maintenance at the St. Augustine Campus

Leading the integration of software systems

on the Campus with the enterprise software

systems in the other UWI campuses and UWI

Centre

Managing IT Staff by providing technical

leadership, training, coaching, mentoring, and

communicating job expectations and

appraising performance

Ensuring that the staff in the Enterprise

Applications Support team are efficiently

allocated to ensure adequate coverage and

support for the software systems

Developing and managing productive

relationships within IT and staff in other

departments

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Developing and administering policies and

standards governing the Campus and

University ICT infrastructure.

Playing a role in seeking new approaches and

methods or policies and recommending cost

effective software solutions within the

framework of IT strategies and architectures

Staying abreast of emerging IT software

solutions and IT project management trends,

identifying emerging new requirements

Specific Responsibilities Business Analytics

Directs the creation and review of a cross‐

functional, enterprise‐wide approach for

analytics by leading the provision of the

organisation’s analytics capabilities.

Sets direction in the use of analytics to meet

overall business requirements, ensuring

consistency across all user groups. Assist in

the development of analytics policy,

standards and guidelines.

Enterprise IT Governance

Reviews new change proposals and provides

specialist advice on information and records

management, including advice on and

promotion of collaborative working and

assessment and management of information‐

related risk.

Ensures effective controls are in place for

internal delegation, audit and control relating

to information and records management.

Business Process Improvement

Sets direction and leads in the introduction

and use of techniques, methodologies and

tools, to meet overall business requirements,

ensuring consistency across all user groups.

Analyses and designs business processes by

identifying alternative solutions to exploit

new technologies and automation.

Portfolio Management

Ensures that programme/project leads and/or

service owners adhere to the agreed portfolio

management approach and timetable and

that they provide the appropriate information

to agreed targets of timelines and accuracy.

Produces reports as appropriate for portfolio

governance, including making

recommendations for changes to the

portfolio.

Programme Management

Plans, directs, and co‐ordinates activities to

manage and implement a programme from

contract /proposal initiation to final

operational stage including the transition into

“business‐as‐usual”; plans, schedules,

monitors, and reports on activities related to

the programme.

Ensures that programmes are managed to

realise business benefits and that programme

management is informed by an awareness of

current technical developments.

Project Management

Adopts and adapts project management

methods and tools, selecting appropriately

from plan‐driven/predictive approaches or

more adaptive (iterative and agile)

approaches.

Ensures that effective project control, change

control, risk management and testing

processes are maintained. Monitors and

controls resources, revenue and capital costs

against the project budget and manages

expectations of all project stakeholders.

Ensures that realistic project plans are

maintained and ensures regular and accurate

communication to stakeholders. Adopts

appropriate project management methods

and tools whether predictive (plan‐driven)

approaches or adaptive (iterative/agile)

approaches.

Ensures Quality reviews occur on schedule

and according to procedure.

Manages the change control procedure, and

ensures that project deliverables are

completed within agreed cost, timescale and

resource budgets, and are signed off.

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Provides effective leadership to the project

team, and takes appropriate action where

team performance deviates from agreed

tolerances.

Business Analysis

Takes responsibility for investigative work to

determine business requirements and specify

effective business processes, through

improvements in information systems,

information management, practices,

procedures, and organisation change.

Prepares business cases which define

potential benefits, options for achieving these

benefits through development of new or

changed processes, and associated business

risks.

Requirements definition and management

Plans and drives scoping, requirements

definition and prioritisation activities for

large, complex initiatives. Selects, adopts and

adapts appropriate requirements definition

and management methods, tools and

techniques selecting appropriately from

predictive (plan‐driven) approaches or

adaptive (iterative/agile) approaches.

Contributes to the development of

organisational methods and standards.

Ensures that there is a business perspective

on how any new technical capabilities will be

integrated into the business, including

planning around key business cycles, selecting

appropriate customers for migration, etc.

Initiates the business implementation plan,

including all the activities that the business

needs to do to prepare for new technical

components and technologies.

Ensures sites deliver site implementation

plans that align with the overall plan. Tracks

and reports against these activities to ensure

progress.

Defines and manages the activities to ensure

achievement of the projected business

benefits after delivery. Outlines key business

engagement messages that need to be

communicated throughout the

programme/project.

User Experience

Determines the approaches to be used to

analyse, clarify and communicate the user

experience, users' characteristics and tasks,

and the technical, social, organisational and

physical environment in which systems,

products or services will operate.

Plans and drives user experience and

accessibility analysis activities providing

expert advice and guidance to support

adoption of agreed approaches.

Identifies the communications and

relationship needs of stakeholder groups.

Translates communications/stakeholder

engagement strategies into specific activities

and deliverables.

Facilitates open communication and

discussion between stakeholders, acting as a

single point of contact by developing,

maintaining and working to stakeholder

engagement strategies and plans. Provides

informed feedback to assess and promote

understanding. Facilitates business decision‐

making processes. Captures and disseminates

technical and business information.

Customer Service Support

Responsible for day‐to‐day management,

resource planning and work allocation to

meet agreed service levels.

Ensures that tracking and monitoring of

performance of service delivery through all

channels (human, digital, self‐service,

automated) is carried out, metrics and reports

are analysed, and issues are resolved.

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Personal Attributes The Campus IT Services places high priority on

individuals of integrity who can work well in a

team and student friendly environment.

Candidates should also possess good

communication and interpersonal skills. A

good command of both oral and written

English is essential. Candidates must also:

Be able to communicate effectively, both

orally and in writing with senior

management as well as end users and

non‐technical persons within the

organization

Be able to efficiently manage time and

resources

Be able to clearly communicate complex

concepts or solutions in oral and written

forms

Be able to effectively handle difficult

situations with influential stakeholders

Possess strong customer focus and

dedication to superior customer service

Possess exemplary professional conduct,

leading by example, and engendering

positive working relationships with all

stakeholders

Be able to diligently pursue personal and

professional development and be able to

demonstrate leadership and produce

outstanding results

Be consistent in the demonstration of

service excellence and strategical and

systematic evaluation of emerging and

long‐term opportunities and threats to

meeting stakeholder needs

Effectively manage time and resources.

Remuneration

Package

Annual Salary Range: IT Officer III:

Minimum: TT$ 299,916.00 per

annum

Maximum: TT$ 333,456.00 per

annum

Benefits: Special allowance of 6% of basic salary;

Transportation Allowance of TT$3,250 per

month;

Up to five economy class passages plus

baggage allowance of US$3,000.00 (TT$

equivalent) on appointment and normal

termination;

Unfurnished accommodation at 10% or

furnished at 12½% of basic salary, or

housing allowance of 20% of basic salary

to staff making own housing

arrangements;

UWI contribution of equivalent of 10% of

basic salary to Superannuation Scheme;

Annual Study and Travel Grant (available

after first year of service); ‐TT$20,717.00

per annum

Institutional Visit Allowance – TT$

7,200.00 per annum

Book Grant – TT$6,000 per annum

Contributory Health Insurance – 50%

Group Life Insurance Scheme

The Registry St. Augustine File # 67/49/9 I 2021 March /ab