Higher Executive Officer

The Role - HEO ICT

This role supports the delivery, operation and continuous improvement of ICT services across the organisation. The post holder may work across multiple ICT domains, including cloud (Azure) and network services, end user and helpdesk support, mobile device management (IOS), security (NIS2) and business application support and projects. The role is designed to be flexible to meet evolving organisational and technology needs.

The following is a non exhaustive list of key accountabilities that are typically allocated, but are not limited to, the role:

Service Delivery and Support

■ Provide technical support and operational assistance across ICT services, including end user devices, applications, mobile phones, cloud platforms and network services.

■ Troubleshoot and resolve incidents and service requests, escalating where appropriate in line with ICT service management processes.

■ Support the configuration, maintenance and ongoing administration of ICT systems and services.

■ Assist with the rollout of new systems, upgrades and changes, including user support during transition phases.

Technical and Operational Activities

■ Assist in the analysis of business and technical requirements and contribute to the identification of appropriate ICT solutions.

■ Support cloud, network or infrastructure services for example Azure environments, identity management, connectivity and device management in line with agreed standards.

■ Participate in system testing, including user acceptance testing and validation activities.

■ Maintain accurate technical documentation, procedures and knowledge base articles.

Security, Governance and Compliance

■ Operate ICT services in accordance with organisational policies, security standards and regulatory requirements including NIS2 where applicable.

■ Support the secure management of user access, devices and data.

■ Assist with vendor and service provider interactions, including logging issues and monitoring service delivery.

Collaboration and Continuous Improvement

■ Work collaboratively with ICT colleagues across infrastructure, operations, security and data teams.

■ Engage with business users to understand issues, provide guidance and improve service quality.

■ Contribute to service improvement initiatives, small projects or workstreams as required.

■ Support change management activities, including communications, training and user guidance.

■ Monitor vendor performance, escalate issues and ensure compliance with contract requirements.

Management and Organisational Responsibilities

■ Manage and prioritise workload effectively to meet service objectives and agreed timeframes.

■ Where required, support or supervise staff or contractors and contribute to a positive team environment.

■ Carry out any other duties appropriate to the role and grade, in line with operational needs.

Essential Requirements

■ Experience in two or more of the following areas:

o Cloud platforms for example Microsoft Azure

o Application Support and Business Analysis

o ICT service desk or end user support

o Networks or infrastructure support

o Mobile device and endpoint management

o ICT Security including NIS2 and ISO27001

■ Relevant certifications for example ITIL, Microsoft, networking, Business Analysis, Project Management or Security certifications.

■ Experience working with Microsoft enterprise technologies for example Microsoft 365, Dynamics, Sentinel, Defender, Entra ID, Intune, Power Platform.

■ Familiarity with ICT service management practices for example Incident, Request, Problem and Change management.

■ Experience driving innovation and introducing new technologies.

■ Knowledge of public sector environments, governance or procurement processes.

■ A Level 7 qualification or higher in Information Technology, Computer Science, Engineering, Business Information Systems or another relevant discipline.

■ 3 years relevant experience working in an ICT environment such as service desk, application support, technical operations including Cloud or Infrastructure, or security.

■ Experience supporting users, systems or services in a structured ICT environment.

■ Strong problem solving, communication, vendor management and interpersonal skills.

■ Ability to work effectively both independently and as part of a team.

Desirable Requirements

(As outlined above where applicable within essential criteria and experience areas.)

Conditions of Service

Tenure

Appointment from this competition will be a full time permanent Higher Executive Officer grade in the public service following successful completion of an eleven month probation period.

Salary

For persons paying Class A rate of PRSI contributions, the scale is as follows:

€59,435 €61,173 €62,908 €64,640 €66,380 €68,111 €69,849 €72,353¹ €75,788²

Long service increments may be payable after 3 years (LSI 1) and 6 years (LSI 2) satisfactory service at the maximum of the scale.

The starting salary will be at the minimum point of the scale and the rate of remuneration will not be subject to negotiation.

Appointments arising from this competition are subject to Section 52 of the Safety, Health and Welfare at Work Act 2005 and any other Act for the time being in force relating to the Authority.

Note: Different pay and conditions may apply if, immediately prior to appointment, the successful candidate is already a serving civil or public servant. The rate of remuneration may be adjusted from time to time in line with government pay policy.

Successful candidates will be placed on a panel from which appointments will be made. Vacancies will be offered to candidates based on the order of merit from the interview process. Any panel formed as part of this campaign will expire 12 months from its establishment.

Probationary Period

On appointment, the appointee will serve an 11 month probationary period. Prior to the end of this probationary period, a decision will be made on substantive appointment to the position.

Location

This role can be based in the Authority’s Dublin headquarters or in one of the regional offices as may be agreed by the Authority and the candidate. The role will have a nationwide remit. The Authority reserves the right, at its discretion, to change the primary location to any other place within Ireland.

Hours of Attendance

Hours of duty will be subject to the exigencies of the post but will not be less than 35 hours exclusive of luncheon intervals per week. The successful candidate may be required to work such additional hours from time to time as may be reasonable and necessary for the proper performance of his or her duties subject to the limits set down in the working time regulations.

Applicable overtime circulars will apply.

Annual Leave

29 days per annum exclusive of the usual public holidays, rising to 30 after 5 years service. This allowance is subject to the usual conditions regarding the granting of annual leave in the public service and is based on a five day week.