Occupational Standard - SSC/N0201 | SSC

Occupational Standard - SSC/N0201

Occupational Standard - SSC/N0201
Code SSC/N0201
Version 0.1
Industry Sub-Sector IT-ITeS/IT Services
Title Contribute to the support and maintenance of softw
Description This unit is about contributing to the support and maintenance of software applications. It involves identifying issues/change requests, identifying immediate solutions/workarounds and contributing to the design, development, testing, documentation and implementation of solutions/changes. You are only expected to contribute to the maintenance of software applications within your level of competence and authority. Where you are authorized to design, develop, test, document or implement solutions/changes you are expected to work to the occupational standards covering these tasks.
Scope

Scope

This unit/task covers the following:

Issues:

·     bugs

·     enhancements

Appropriate people:

·     line manager

·     software development team

·     subject matter experts

Changes to:

·     code

·     environment

·     configuration

Testing:

·     unit testing

·     functionality testing

Performance Criteria

Performance Criteria (PC) w.r.t. the Scope

 

To be competent, you  must be able to:

PC1.      Monitor systems to identify promptly automated alerts and customer change requests

PC2.      Analyze alerts to accurately identify issues

PC3.      Record and acknowledge issues and change requests using relevant tools and procedures

PC4.      Access your organization’s knowledge base to identify any immediate solutions/workarounds

PC5.      Evaluate the suitability of solutions/workarounds, where available

PC6.      Evaluate new design solutions where immediate solutions/workarounds are not available

PC7.      Agree immediate solutions/workarounds or new design solutions with appropriate people

PC8.      Make agreed changes to address issues where these are within your level of competence and authority

PC9.      Carry out testing on the changes where these are within your level of competence and authority

PC10.    Refer changes outside your level of competence and authority to appropriate people

PC11.    Produce documentation, deployment scripts and release notes using standard templates and tools

PC12.    Obtain approval from appropriate people to implement immediate solutions/ workarounds and changes

PC13.    Co-ordinate the implementation of immediate solutions/workarounds and changes in line with your organization’s standards and guidelines

PC14.    Obtain advice and guidance from appropriate people, where necessary

PC15.    Recommend to appropriate people any ways in which support and maintenance procedures can be improved

PC16.    Update your organization’s knowledge base with the changes

PC17.    Comply with relevant standards, policies, procedures, guidelines and service level agreements (SLAs) when contributing to the maintenance of software applications

Knowledge

Knowledge and Understanding (K)

A.Organizational

Context (Knowledge of the company/  organization and  its processes)

You need to know and understand:

KA1.     Your organization’s policies, procedures, guidelines and coding standards for the maintenance of software applications

KA2.     The importance of using specific client agreements, SLAs and management plans  when working with customers

KA3.     Different  IT applications and the environments in which they are used 

KA4.      Limits of your role and responsibilities in relation to maintaining software applications

KA5.     Who to refer problems to when they cannot be resolved

KA6.     Basic operation of ticketing tools , incident tickets, automated system alerts and change requests

KA7.     The basics of Information Technology Infrastructure Library (ITIL) which apply to service desk and incident management

KA8.     Who to involve when contributing to software maintenance and development

KA9.     Methods and techniques used when working with others

KA10.    Methods, procedures and guidelines for evaluating, testing and implementing changes to software

KA11.    The range of standard tools and templates and how to use them

KA12.    Your organization’s knowledge base and how to use and update it

KA13.    The importance of working in different shifts to meet customer requirements

B. Technical  

     Knowledge

You need to know and understand:

KB1.     Relevant product reference guides or support materials and how to access them

KB2.     Methods and techniques to identify and evaluate workarounds or new solutions

KB3.     How to develop documentation, deployment scripts and release notes

KB4.     Configuration management and version control techniques for software maintenance/changes

KB5.     Procedures, practices and tools for developing, testing and applying changes to software

Skills

A.      Core Skills/ Generic Skills

 Writing Skills

You need to know and understand how to:

SA1.    Complete accurate well written work with attention to detail

SA2.    Communicate with others in writing

Reading Skills

You need to know and understand how to:

SA3.     Follow guidelines/procedures/rules and service level agreements

Oral Communication (Listening and Speaking skills)

You need to know and understand how to:

SA4.     Listen effectively and orally communicate information accurately

SA5.     Ask for clarification and advice from others

B.      Professional Skills

 

 

Decision Making 

You need to know and understand how to:

SB1.    Follow rule-based decision-making processes

SB2.    Identify anomalies in data

SB3.    Make decisions on suitable courses of action or responses

Plan and Organize

You need to know and understand how to:

SB4.     Plan and organize your work to achieve targets and deadlines

CustomerCentricity

You need to know and understand how to:

SB5.     Carry out rule-based transactions in line with customer-specific guidelines/procedures/rules and service level agreements

SB6.     Work effectively in a customer facing environment

SB7.     Check your own and/or your peers work meets customer requirements

Problem Solving

You need to know and understand how to:

SB8.      Refer anomalies to the supervisor

SB9.     Apply problem-solving approaches in different situations

SB10.    Seek clarification on problems from others

Analytical Thinking

You need to know and understand how to:

SB11.    Analyze data and activities

SB12.    Configure data and disseminate relevant information to others

SB13.    Pass on relevant information to others

Critical Thinking

You need to know and understand how to:

SB14.    Provide opinions on work in a detailed and constructive way

SB15.    Apply balanced judgments to different situations

Attention to Detail

You need to know and understand how to:

SB16.    Check your work is complete and free from errors

SB17.    Get your work checked by others

Team Working

You need to know and understand how to:

SB18.    Contribute to the quality of team working

SB19.    Work effectively in a team environment

SB20.    Work independently and collaboratively

C.      Technical Skills

You need to know and understand how to:

SC1.    Source and use coding standards, ticketing tools and utilities/tools

SC2.    Use information technology effectively to input and/or extract data accurately

SC3.    Identify and refer anomalies in data

SC4.    Store and retrieve information

SC5.    Agree objectives and work requirements

SC6.    Learn and adapt new technologies

SC7.    Keep up to date with changes, procedures and practices in your field of expertise

Attachment os_attachments/SSC_N0201_V0.1.pdf
Last Review On June 26, 2015, 11:42 a.m.
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