1. Job Title: Portfolio Administrator Division/BU: Group IT
Reporting to: Product Team Manager
(Application Team Leader)
Name:
Full/Part time: Full time Hours of work: 37
Job Family IT
PURPOSE:
This role will primarily be involved in supporting and developing the primary products for the group.
The job holder will own the process of developing new workflow and features within the products
owned by the Product Squad as per the Service Catalogue, as well as supporting Product escalations
from the Service Desk.
KEY ACCOUNTABILITIES:
It is expected that in discharging the accountabilities described below the post holder will consult with
and gain the support of the key stakeholders, in particular:
 Product Team Manager (Application Team Lead)
 Product Delivery Manager (Configuration Manager)
 IT Head of Service Delivery
In carrying out the responsibilities of the role, the post holder will work with (or have significant contact
with):
 Heads of business departments
 Business users across multiple divisions and departments
 IT Test team
 Project managers
 Colleagues across the wider Group IT team
The post holder is directly accountable for the following outputs:
 Providing 2nd / 3rd line support to the business for incidents/problems escalated from the Service
Desk, for the products owned by the Product Squad as per the Service Catalogue. This will
involve;
o Providing technical advice to the customer
o Liaising with third party supplier where genuine defects are detected, to provide hotfixes
and upgrades.
o Updating customers on progress of incidents/problems
o Applying product hotfixes and upgrades
o Supporting projects to deliver business critical requirements.
 Developing workflow changes to the primary products by:
o Designing, developing and documenting a solution that meets the requirements provided
by a BA
o Releasing & Implementing changes into a test environment and carrying out initial “unit”
testing of changes
o To work closely with IT system test resource to impart business and system knowledge
to contribute to the production of test scripts for use on project.

2. o Releasing & Implementing changes into the production environment (usually outside of
working hours)
 Act as the main point of contact for the business and Group IT team on any queries and
updates regarding the products as per the Service Catalogue.
 Occasionally travel to other HCUK offices to provide support and gather requirements for
future developments or to support project objectives.
Strategy and Planning
The job holder will be part of a Product Squad and will therefore be expected to take an active role in
contributing to the future strategy of the products. This will involve designing and developing new workflow
and features, ensuring they are tested, implemented and released with minimum risk and downtime to the
business.
Operational Delivery
The job holder will be responsible for the delivery of any hotfixes, upgrades or new workflow
development for the products as defined by the Service Catalogue, as well as supporting the products
in production.
Continuous Improvement
 The team constantly strives to introduce change to the products and to business processes. This
will inevitably lead members of the team to gain familiarity with new technologies and ways of
working
 The job holder should always be looking for improved and better ways of working, as a subject
matter expert on all products owned by the squad, they will be expected to present ideas for
discussion within the team
PERSON SPECIFICATION
 Knowledge and experience of working with Enterprise Content Management (ECM) /
Document Management Systems (DMS) in a support / development capacity
 Working knowledge of Oracle PL/SQL to write efficient queries, procedures and functions as
required
 Working knowledge of programming languages (SQL preferred,.Net, C# Desirable)
 Experience of working within an ITIL Service Management framework, preferably with ITIL
Service Management Foundation qualification.
 Experience working in an Agile DevOps environment
 Experience of financial/accounting systems
 Experience of process/data analysis
 Ability to build relationships within both the IT team and across the business
 Excellent communication skills, both written and verbal and the ability to use non-technical
language when speaking to business users
 Analytical mind-set with an interest in improving efficiencies through the use of technology
 Attention to detail
 The ability to identify opportunities for improvements to business processes and the
confidence to make suggestions accordingly
 Time Management skills with the ability to priorities and organize own workload
 Experience of working in a customer service environment
 Good overall understanding of the project change lifecycle
 Experience of working within an IT delivery focused department