Grade VI ICT Officer

Brunel Building, Heuston South quarter, Dublin 8
 Salary:  See Description for Details
IT, Communications and Software   Permanent
Closing Date: 23/12/2019 Closing Time: 12:00
Recruitment start: 28/11/2019


Job Summary

The Child and Family Agency was established on 1st January 2014 and is responsible for improving wellbeing and outcomes for children. It represents the most comprehensive reform of services for the development, welfare and protection of children and the support of families ever undertaken in Ireland. It is an ambitious move which brings together some 4,000 staff who were previously employed within Children and Family Services of the Health Service Executive, the National Educational Welfare Board and the Family Support Agency.

The Child and Family Agency has responsibility for the following range of services:

    • Child Welfare and Protection Services, including family support services
    • Family Resource Centres and associated national programmes
    • Early years (pre-school) Inspection Services
    • Educational Welfare responsibilities including School completion programmes and Home School Liaison
    • Domestic, sexual and gender based violence services
    • Services related to the psychological welfare of children

Further information is available on www.tusla.ie

About Tulsa ICT

Tusla has one of the largest ICT networks (managed by the HSE) in the Public Service with almost 4,500 users in over 400 locations.  In line with the ICT Strategy, Tulsa ICT are recruiting technical and service staff to provide the devices, systems and service that enables Tusla to maximise the use of technology and innovation in supporting staff to work efficiently and effectively. The ICT team is responsible:

  • Applications: Implementation of an application solution architecture and software development capability within the ICT unit to develop innovative applications that support the work of Tusla and assist staff in maximising the use of technology to work efficiently and effectively.
  • Infrastructure: Expansion of the current infrastructure team to provide the resources and capability required to ensure Tusla develops and maintains a technical infrastructure that is secure, highly available and fit for use.                            
  • Data: Establishment of a new Data & Analytics function to provide data management and analytics capabilities that support Tusla in obtaining the data analytics and visualisation required for evidence based planning, policy development and programme evaluation as well as gaining administration efficiencies by implementing data management best practice across the organisation.
  • Service Delivery: Expansion of capabilities to become self-sufficient in the delivery of ICT services based on ICT service best practice (ITIL) and establishment of a quality driven service delivery function providing users with the ICT devices, systems and support they require to efficiently perform their role. The  Service Delivery unit is responsible for the ICT service desk, change management, incident manager and problem management.
  • Service Strategy and Design: Establishment of a new function within the ICT responsible for Strategy Management, Business Relationship Management, Service Portfolio Management, Financial Management, Service Catalogue Management, Risk Management, Information Security Management, Service Continuity Management and Compliance Management.

 The Practice and Regional Unit: Leads the engagement between the ICT Directorate and the Operations teams delivering child and family services. The unit provides the practice expertise to inform the design of ICT systems and leads on the ICT components of key service programmes and initiatives such as the Child Protection and Welfare Strategy, Children First Implementation, Implementation of Signs of Safety, NCCIS etc. The unit is also responsible for the implementation of systems and service in regional locations.

Job Objectives

In line with the ICT Strategy, Tulsa ICT are expanding its service capabilities to become self-sufficient in the delivery of ICT services based on ICT service best practice (ITIL) and the establishment of a quality driven service delivery function providing users with the ICT devices, systems and support they require to efficiently perform their role.

The new role will lead on providing Application/System support for end users who contact the ICT help\service desk seeking assistance in using applications such as NCCIS (Tusla’s case management system for child protection and welfare services) the Tusla Portal (Tusla’s online Portal for online submissions from reporters, providers and other stakeholders). In particular the role is focused on applications that support social work and social care practice.

The development and implementation of new innovative applications to support social work and social care services across Tusla is a core pillar of the ICT strategy. This new role is central to the success of these initiatives by ensuring a quality help desk service is in place to assist users of these new systems.

Main Duties and Responsibilities:

The role requires a well organised and self-motivated individual with strong customer service and communication skills as well as a good initiative and commitment to continuous improvement.

The role will be responsible for

  • Developing detailed expertise (becoming the subject matter expert) across all Applications developed and supported by Tusla ICT such as NCCIS, Tusla Portal ,SharePoint Apps and Mobile Phone Apps.
  • Leading and managing the application help desk team in providing support to end users.  This is currently a small team with 3 posts.  This includes mentoring and developing the team to ensure a quality service is delivered to end users.
  • As the subject matter expert across all applications the post is responsible for escalated support calls  that cannot be resolved by the  team. In particular, the role is responsible for directly managing these escalated issues to resolution.
  •  Work as part of project teams as required with a particular focus on projects related to upcoming new application releases.
  • Lead the service transition of new applications/releases from the application development team to the application help desk team. This includes developing documentation and operating processes the team can use when handling support calls  such as the ICT service catalogue, FAQs and knowledge base articles.
  • Monitor the ongoing operation of the application help desk to ensure service levels are being maintained and continuously seek to drive service improvement.

Relationship Management and Collaboration

  • Work closely with colleagues across the ICT unit as well as with key partners such as the HSE in order to resolve issues.
  • Developing and managing relationships with all Tusla business units as well as managed service providers.
  • Provide technology and service leadership across the service desk team

Education and Training

  • To maintain continuous personal development and participate in team-based development, education, training and learning.
  • To complete all mandatory training.
  • Where appropriate, provide supervision and assist in the development of knowledge, skills of relevant staff.
  • To ensure policies and procedures exist for all areas.

The above Job Description is not intended to be a comprehensive list of all duties involved and consequently, the post holder may be required to perform other duties as appropriate to the post which may be assigned to him/her from time to time and to contribute to the development of the post while in office. 

Please see attached Candidate Information Pack for full detail.

Skills Required

Applicants must by the closing date of application have the following:

  • Be currently in employment with Tusla – Child and Family Agency.


  • Be in current and direct employment with the HSE or within other statutory health agencies, or a body which provides services on behalf of the HSE under Section 38 or 39 of the Health Act 2004 or within a body that provides services on behalf of Tusla under Section 56 or Section 59 of the Child and Family Act 2013.


  • Possess good technical skills, including strong knowledge of browsers, phone apps, Microsoft office and related systems
  • Good knowledge of an ICT service management framework such as ITIL
  • At least 1 years demonstrated hands-on experience in providing support in an ICT or data related role, preferably in an ICT service delivery environment.
  • At least 2 years’ experience in managing and leading a team


A candidate for and any person holding the office must be fully competent and capable of undertaking the duties attached to the office and be in a state of health such as would indicate a reasonable prospect of ability to render regular and efficient service.



Each candidate for and any person holding the office must be of good Character.


Age restrictions shall only apply to a candidate where he/she is not classified as a new entrant within the meaning of the Public Services Superannuation Act, 2004). A candidate who is not classified as a new entrant must be under 65 years of age.

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