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Service Management

Community

Community engagement and networking

  • Can identify relevent events and attend as an audience member.
  • Can represent the organisation and develop networks/promote activities.
  • Can organise community events.

TRE development/management

Continuous improvement.

  • Understands the importance of continuous improvement in service management
  • Can identify areas for improvement in service delivery and act appropriately on them
  • Can lead continuous improvement initiatives to enhance service management

Data Lineage & Provenance

  • Understands basic concepts of data tracking through systems
  • Can implement data lineage tools and interpret their outputs
  • Can design enterprise-wide data governance frameworks that maintain provenance of sensitive data

Defining requirements for TREs (tools for researchers)

  • Can understand user requirements/use cases and can identify applications, tools and services which fit these needs
  • understands licencing models, service models etc that may affect a tools suitablity for a usecase
  • Can make recomendations on products, that may be suitable for projects. Can provide training or training resources for tools

Designing new TRE services

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  • Understands current TRE offerings and can identify trends in technologies that may offer additional capability and/or cost effectiveness for TREs
  • Can develop business cases and documentation required for investment in new service offerings.

Researching future TRE platform replacements

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  • Horizon scan for future technologies and platforms for secure data environments

Standards Adherence

Documentation as Code

  • Can maintain documentation in version control systems
  • Can implement documentation pipelines alongside code
  • Can establish organizational standards for documentation as code and automation

Maintain awareness of relevant standards

  • Has basic understanding of industry standards relevant to service management
  • Familiar with tools and techniques for standards adherence
  • Understands the importance of continuous improvement in standards adherence
  • Can maintain awareness of and adhere to relevant standards
  • Can utilize tools to ensure compliance with relevant standards
  • Can identify areas for improvement in standards compliance
  • Can lead initiatives to ensure adherence to industry standards across the organization.
  • Can oversee the selection and use of tools for comprehensive standards adherence.
  • Can lead continuous improvement initiatives to enhance standards adherence.

Mentorship

Lead and mentor junior team members

  • Actively engages with mentors.
  • Can support day-to-day learning through on-the-job/over-the-shoulder learning
  • Can support development by providing regular performance reviews and aligning personal and organisational aspirations. Can identify formal training opportunities for all staff.

Security accreditation

  • Seeks advice from certified individuals.
  • Works towards formal security certifications/standards.
  • Has achieved accreditaitons/certified status and continues to refresh knowldge to ensure this status can be maintained.

User provision

Managing user support requests.

  • Uses established proceedures and tooling to provide user support.
  • Responsible for managing staff that provide user support. Ensures there are adequate resources to manage requests in a timely mannor. Develops SLAs, policies and processes for user management.
  • Approves SLAs, policies and processes around user support.

Provide tooling for user support.

  • Has experience and understanding of tooling used for the management of user queries.
  • Can deploy and manage user support tools.
  • Makes decisions on appropriate approaches and technologies for the management of user queries. Is responsible for commisioning tools.