Taylor & Francis Group, a leading international academic publisher, have an exciting opportunity for an Application Manager working within our IT Department. You should be the trusted ‘go to’ face for one or more systems and become established as knowledgeable, reliable, efficient, open and helpful.

These systems will include, but not be limited to:

Ø   DARTS
Ø   Content Management
Ø   Web Products, in particular SACHA (South Asia Cutural
     and Historical Archive)

Main Responsibilities:

Communication
Ø   To be the primary point of communication between business
     users and the IT team for general queries and requests
     relating to the Application/s.
Ø   With the Business Systems Manager, to be the primary point
     of contact between T&F and any 3rd party vendor supporting
     your system.
Ø   Chair, or take a lead role in User Group meetings.
Ø   Establish regular communication with Business Lead/s and
     other Application users via User Group meetings and other
     channels.
Ø   Communicate regularly with other Application Managers

Incidents, Service Requests, and System Change Incidents and Service Requests
Ø   Ensure that Service Now is the start point and management
     site for incidents and requests relating to the Applications
Ø   Ensure incidents and service requests are dealt with efficiently,
     and in line with agreements
Ø   Ensure bugs are reported to 3rd parties as necessary and are
     followed up in line with agreements

System Change and Development
Ø   Take responsibility for project management of operations-led
     development for your Application
Ø   Ensure Change requests are classified as Standard, Non-
     Standard and processed appropriately
Ø   Ensure change requests are reviewed and prioritised by the
     Application User Group
Ø   Ensure system change is managed in Service Now and
     working closely with the Service Transition Manager, that it
     is deployed in accordance with Taylor & Francis release
     management policy
Ø   Ensure development is carried out in a timely, efficient manner
     as per agreements* If risks or threats to this process are
     identified, work with Business Systems Operations managers
     to escalate and manage as appropriate
Ø   Understand the budget available for your systems support
     and development. Ensure users expectations are within
     budget and, working with Business Systems Manager
     ensure that costs are monitored and controlled
Ø   Working with User Groups, Project Managers and Service
     Transition Manager, ensure that users of your Application/s
     are sufficiently prepared for system change.
Ø   Be involved in BCR (Business Change Requests) and Project
     activities as required by the PMO

Knowledge Management and Documentation:

Ø   Establish and maintain accessible technical and administrative
     documentation for your system.
Ø   Working with Service Transition Manager, ensure documentation
     remains up to date.
Ø   With the User Group, prepare BCR documentation for 3rd party
     vendors as required to support Change Requests
Ø   The job role should be based on a combination of SFIA
     Application Support Level 4 with elements of Supplier
     Relationship Management Level 4, as well as having an in-depth
     working knowledge of front-end web technologies. Receives and
     logs requests for support from help desk, other service delivery
     staff and/or users. Prioritises requests in accordance with
     agreed criteria and the needs of the organisation.
Ø   Within a broad area of competence, investigates issues and
     other requests for support and determines appropriate actions
      to take.
Ø   Within own area of competence, provides correct responses
     to requests for support by means of for example: making
     system modifications, developing work-arounds or site-specific
     enhancements, manipulating data, reconfiguring systems
     changing operating procedures, training users or operations staff,
     producing additional documentation, or escalating requests to
     systems development staff or software suppliers. Ensures all
     work is carried out and documented in accordance with required
     standards, methods and procedures.
Ø   Provides advice and guidance to less experienced colleagues
     where required.
Ø   Monitors progress of requests for support and ensures users
     and other interested parties are kept informed. Takes corrective
     action to avoid or minimise delays.
Ø   Provides guidance and assistance to colleagues in any aspect
     of program design, creation, testing and documentation.
Ø   Takes part in evaluations and reviews of programming methods,
      tools and standards

The Candidate:

The successful candidate will ideally be educated to degree level or equivalent with ITIL Foundation / Intermediate. You will possess excellent communication skills; have good analytical ability, attention to detail and understand the importance of commercial constraints; have a good knowledge of a wide area of information systems concepts and practice, both within and beyond own organisation, including all stages of systems development. The successful candidate will have a deep knowledge of at least one area of specialisation. Can demonstrate a rational and organised approach to the tasks undertaken and an awareness of the need to achieve quality.

Taylor & Francis Group
To find out more about our business and the great career opportunities in the UK please go to our Careers Site:	www.taylorandfrancisgroup.com/careers
Closing Date:	Sunday 5th February 2012
Please note that Taylor & Francis do not apply for work permits/visas on behalf of potential employees. If you are a non-EU citizen, you will need to have all the relevant documentation in order to accept employment.
An equal opportunities employer
No agencies please