Apprenticeship training course

Applications support lead (level 4)

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Information about Applications support lead (level 4)

Provide tactical advice, training and support on core technology applications.

• Knowledge, skills and behaviours:
  View knowledge, skills and behaviours

  Knowledge

  • awareness of the legal requirements relating to the use of data as set out in the GDPR 2016/679 and the Data Protection Act 2018
  • awareness of the legal requirements related to the provision of application support services including the Malicious Communications Act 1988, the Copyright, Designs and Patents Act 1988, the Computer Misuse Act 1990, the Copyright (Computer Programs) Regulations 1992 and the Privacy and Electronic Communications (EC Directive) (Amendment) Regulations 2011
  • organisational data and information security standards, policies and procedures relevant to data management activities
  • the differences between structured and unstructured data
  • principal approaches to defining customer requirements for data analysis
  • approaches to combining data from different sources
  • approaches to data tools and methods for data analysis
  • how to use data ethically and the implications of data use for wider society
  • the principles and processes of the systems lifecycle, for example ITIL (IT Information Library)
  • change and release management processes that support effective planning and implementation of system and application changes
  • project management principles and processes, including the principle of Agile
  • remote working and collaborative platforms and tools, that are used by organisations for internal and external communications and digital working practices including approaches to usability and accessibility
  • defect management processes
  • the distinction between the root cause of a defect and its effects
  • principles of testing methodologies (manual and automated) including the importance of clear supporting documentation
  • the role of software testing within the context of project and product risk reduction in the systems development life cycle, including regression testing
  • security vulnerabilities and approaches to security testing including penetration testing
  • the process of transition from software development and testing into production and live support
  • roles within a multidisciplinary team and the interfaces with other areas of an organisation
  • awareness of how their role fits into their stakeholders’ wider technology environment

  Skills

  • use data systems securely to meet requirements and in line with organisational procedures and legislation, including principles of Privacy by Design
  • implement the stages of the application lifecycle ensuring that principles of usability and accessibility are embedded in the approach at every stage
  • assess the impact on user experience and domain context on the data analysis activity
  • communicate verbally and non-verbally to a range of internal and external stakeholders using a range of technical and non-technical language to provide an effective interface between internal or external users and suppliers
  • take a ‘customer focused’ approach to service delivery, underpinned by active listening
  • adapt to changing contexts within the scope of a project and continually review project output to ensure alignment with customer and organisational needs for example within a DevOps environment
  • collate and interpret data and convert into useable formats such as infographics, reports, tables, dashboards or graphs
  • select and apply the most appropriate data tools to deliver application support outcomes
  • use manual or automated test tools
  • adapt and apply testing activities according to industry standard development methodologies (sequential and iterative) including maintenance of clear supporting documentation
  • apply specific industry standards where appropriate (for example GDPR, health informatics and safety critical) related to software testing
  • use formal and informal techniques that will demonstrate software and systems are fit for purpose
  • use relevant training methods to support internal and external stakeholders with core software applications and hardware ensuring that principles of usability and accessibility are embedded in the approach
  • communicate applications support information by ensuring continuity of user understanding through use of training notes, user guides and other collateral sources

  Behaviours

  • Works independently and takes responsibility. For example, has a disciplined and responsible approach to risk, and stays motivated and committed when facing challenges
  • Logical approach – uses valid reasoning and follows guidelines set out by the organisation
  • Ethical and security mindset - follows the guidelines on secure working and the ethical codes of conduct for the sector/organisation’
  • Collaborative- works with a wide range of people in different roles, internally and externally, with a positive attitude to inclusion & diversity
  • Shows initiative for solving problems within their own remit, being resourceful when faced with a problem to solve.
  • Innovative - shows curiosity to explore new opportunities, and techniques; the tenacity to improve methods and maximise performance of the solution; and creativity in their approach to solutions.
  • Committed to continued professional development of self and others.
• Apprenticeship category (sector): Digital
• Qualification level: 4; Equal to higher national certificate (HNC)
• Course duration: 24 months
• Maximum funding: £17,000 ; Maximum government funding for ; apprenticeship training and assessment costs.
• Job titles include:
  • Applications Analyst
  • Application Support Analyst

View more information about Applications support lead (level 4) from the Institute for Apprenticeships and Technical Education.