Required skills
basic analytical skills to:
evaluate the collected system performance data
review and assess benchmarks and performance
communication skills to:
evaluate system performance data related to organisational benchmarks
follow up on client feedback
liaise with technical team members
literacy skills to:
document initial problem and make recommendations to solve problem
implement and maintain a performance register
read technical manuals, organisational guidelines and support agreements
write reports that include cost analysis details
planning and organisational skills to:
develop an implementation plan for system optimisation
develop plans with prioritised tasks
make contingency arrangements
minimise disruption to client
organise maintenance
problem-solving skills to:
determine problems based on diagnostic tests
identify options to improve performance
solve unknown problems in a range of contexts
teamwork skills to review and assess benchmarks and performance with the work team
technical skills to:
collect system performance data using available diagnostic and technical tools
install and configure system components
measure and record changes in performance resulting from system modifications
measure system performance against predefined benchmarks.
Required knowledge
business scheduling requirements
current industry-standard hardware and software monitoring tools and how to interpret information produced from monitoring
system performance, change control procedures and theoretical concepts
one or more change-management tools
quality assurance practices with regard to proposed changes to IT systems
role of stakeholders and the degree of stakeholder involvement
features and functions of the system under modification
current system functionality.