Key Job Responsibilities General Responsibilities Ensure that all enquiries are dealt with on the day of receipt Attend to mail, electronic mail and telephone calls on a daily basis Deal with initial enquiries from all sources in a polite and professional manner Consult task list on a daily basis Customer Care Responsibilities Attend to client queries, ensuring a prompt response to user needs on the day of receipt Provide sound advice to users regarding solutions and how to options Ensure prompt response to user needs Be proactive in keeping users informed of issue status General IT Responsibilities Adhering to the Quality of Work expectations and company procedures for Information Management and Application Development Deal with tasks as appointed by the Project Management System (control panel) Be proactive in gathering information on the issue circumstances in the initial call to assist in providing the solution as quickly and effectively as possible Carry out issue investigations and make decisions on the applicable solutions that CRASH are able to provide or other business suppliers are able to provide Effectively liaise with all parties involved in the provision of service Monitor ongoing issues Completing periodical checks to ensure effective and efficient system performance Record all non-conformances as per company procedure Assist in future IT planning Proclaim Development Amending and adding new system templates, document designs and screen layouts as required Creation and maintenance of database fields, linked actions and document tests Maintenance of Proclaim option field lists and correspondent records Implementing workflow improvements including questions, screen pops and pre-populating fields Documenting and communicating major workflow and screen changes to system users Thorough testing of all Proclaim changes prior to release Preparation, running and scheduling of Proclaim queries and advanced reports Proclaim housekeeping tasks including names consolidation and archiving Providing training and support to Proclaim users as required Creation and maintenance of data/documentation imports and exports between Proclaim and third-party systems Follow-up of issues logged with Eclipse/Access Legal support Task Server supervision, scheduling and troubleshooting Attending additional Proclaim and Access Legal training courses as required 2013 note that Access Legal require completion of relevant training before providing support in specific areas (e.g. report writing, screen design) General Software Development Maintaining and improving the in-house administration system and business partner portals Maintaining, updating and improving the company websites Provision of programming services to stakeholders and clients SCR lists provided to departments on a weekly basis Carry out QWC when required Oversight, design and testing of new software developments Project planning Review of department roadmap Planning for future company requirements Operation of helpdesk for users and resolving various IT queries Assist in the purchase of computer hardware Ensuring all software used is properly licensed General IT System Administration support Manage, monitor and implement software modifications made by Software Consultants Training of users in the application Documentation of the application Recording of system change requests Recording of tasks on the Project Management System (Control Panel) Line Manager Reporting Updating IT Manager on progress as required Provide timely and effective feedback to management and other staff Actively partaking in meetings as and when required Request training identified to assist in being successful in the role and attend required training, ensuring that a certificate of completion is forwarded to HR Participation in appraisals and performance reviews to assess overall performance, duties, training requirements and development Other Adhering to the rules and regulations and Health and Safety guidelines of the company and the rules and regulations around your role Demonstrate confidentiality at all times Commitment to preserving high customer care standards at all times Supporting team member and knowledge sharing Person Specification Essential 1. Third Level Education in a computer-related subject (programming, database development, web development) with 3 years recent experience in developing database and software systems. Specifically: Proclaim Experience Minimum 2 years hands-on experience working with Proclaim V3.2 or later at a technical/developer level Experience configuring Proclaim screen design, linked actions, document templates and option field lists Experience creating and running Proclaim queries and scheduling advanced reports Coding / Methodology Strong C#/VB.NET with emphasis on multi-threaded real-time GUI development ASP.NET, Microsoft Razor or Microsoft Blazor Experience of Xamarin Forms or .NET MAUI Experience with modern .NET technologies including LINQ Experience of Agile development methodologies and a deep understanding of systems engineering, build and release management principles including continuous integration and continuous delivery Database Skills SQL Server 2008 R2 or later Proficient at T-SQL programming, schema design, and profiling and debugging T-SQL code XML and JSON data, and related software concepts Query/Report design experience in MS-SQL Database design experience to third normal form OR 2. 5 GCSEs (or equivalent) grade AC including English and Maths, with 5 years recent experience in all aspects of developing database systems in Access and SQL Server, and all aspects of programming in SQL, Visual Basic and ASP. Specifically: Coding / Methodology Strong C#/VB.NET with emphasis on multi-threaded real-time GUI development ASP.NET, Microsoft Razor or Microsoft Blazor Experience of Xamarin Forms or .NET MAUI Experience with modern .NET technologies including LINQ Experience of Agile development methodologies and a deep understanding of systems engineering, build and release management principles including continuous integration and continuous delivery Database Skills SQL Server 2008 R2 or later Proficient at T-SQL programming, schema design, and profiling and debugging T-SQL code XML and JSON data, and related software concepts Query/Report design experience in MS-SQL Database design experience to third normal form In addition, all applicants must demonstrate: 1. Experience of working in a user-focused environment with the ability to capture user requirements, demonstrate excellent user service skills and show empathy for a users situation 2. Ability to demonstrate good relationships with internal and external parties (this could include third party suppliers, end users etc.) 3. Demonstrable experience of working in a busy office environment with excellent time management skills, organisation skills, the ability to prioritise work, meet deadlines, work calmly under pressure and have persistent application to the tasks in hand 4. Excellent Communication Skills in English (interpersonal, demonstration, listening, written and oral) 5. The ability to work as part of a team and make a positive contribution 6. Ability to take accountability and work on own initiative without supervision 7. Ability to demonstrate a problem-solving approach 8. Demonstrable commitment to confidentiality 9. A flexible approach to work to meet the needs of the business and the role 10. A friendly, positive, enthusiastic and professional character 11. Demonstrable commitment to goals, objectives and vision of the organisation 12. A current and valid driving licence and access to personal transport for business use, or access to a form of transport which will permit the applicant to meet the requirements of the post in full (*This relates to any person who has declared to having a disability which debars them from driving) Desirable 1. Attendance at Proclaim training courses at user and technical levels 1 and 2 2. Previous experience in a software development role within the legal sector 3. Experience of Proclaim Task Server administration and troubleshooting 4. Experience integrating Proclaim with third-party systems via data imports/exports 5. Strong WPF knowledge using MVVM pattern or similar 6. Presentation skills 7. Knowledge of VB.Net 8. Knowledge of T-SQL 9. Knowledge of XML 10. Pro-Claim Trainning Terms and Conditions Terms of Employment- Full time, Permanent Probation Subject to satisfactory 6 month probationary period 35 hours per week Monday - Friday Please complete and upload a application form by 14th May at 9pm Skills: proclaim It software third level education
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