Governance Support Officer

JOB TITLE: Governance & Support Officer

EVALUATION REFERENCE: TBC

GRADE: Grade 7

RESPONSIBLE TO: Governance & Support Lead

This role is designated as:

Fully Agile: Workers work from a home base with occasional visits to a Council office. In practice, work may be carried out from almost anywhere.

Many services and customers span across the Borough and therefore you may be required to work at any location in Cheshire West and Chester.

JOB PURPOSE:

Reporting to the Governance and Support Lead Business Support and Hierarchy the post holder will be part of the Governance & Support team responsible for ensuring the effective operational delivery of the Unit4 system on behalf of Cheshire East and Cheshire West and Chester councils. The post holder will support all users providing training and technical advice across all Unit4 and FP&A processes ensuring the delivery of a customer focussed service working effectively with the Council's Shared Service arrangements delivering excellent outcomes for users and achieving excellence in service provision.

• Under the guidance of the Governance & Support Lead Business Support and Hierarchy the post holder will be responsible for maintaining the UNIT4 Microsite alongside coordinating comms, designing, and delivering training/workshops to users through a variety of media including face to face and online. The post holder will advise on related policies, practices, and procedures on behalf of the Governance & Support team ensuring compliance and appropriate training documents and user guidance is up to date.
• The postholder will respond to queries from users through the Governance and Support Helpdesk providing solutions to low level service requests and incidents escalating complex issues where appropriate. Acting as a point of contact for change champions, and system users the post holder will ensure that the Governance & Support team can provide an effective, efficient, accessible service with high customer satisfaction and service delivery.
• Provide support in all areas across all Governance & Support functions including position administration forms to ensure the team can respond to peaks in workload / demand management / prioritise key projects / support new business activities / arrangements and respond to user requirements.
• Support the Governance & Support team to answer stakeholder, customer enquiries and queries and advise on new ways of working, service transformation and improvement which ensures the delivery of a quality, efficient, effective, secure, accurate customer focused and responsive service.
• Provide information, and support to the Transactional Services Manager (Governance Support) for user groups and forums including delivering specialist training and the analysis of feedback from system users ensuring the continuous improvement in all Unit4 ERP processes. Using data intelligence inform the Governance & Support Lead Business Support and Hierarchy on key areas of demand on the governance & support team providing innovative solutions for its reduction.

NOTE

Notwithstanding the detail in this job description, the job holder will undertake such work as may be determined by the Manager from time to time, up to or at a level consistent with the Principal Responsibilities of the job.

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