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Apprenticeship

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

  • The legal requirements relating to the use of data as set out in the GDPR 2016/679 and the Data Protection Act 2018 including any updates or replacements.
  • The core legal requirements related to the provision of application support services set out in the Copyright, Designs and Patents Act 1988 and the Computer Misuse Act 1990, Computer Programs Regulations 1992 and the Privacy and Electronic Communications EC Directive Amendment Regulations 2011.
  • Organisational information security standards, policies, and procedures used for data management activities for example Confidentiality, Integrity, and Availability.
  • Types of data, for example, structured, unstructured, qualitative, quantitative, numeric, strings, compound data types.
  • Principal approaches to defining customer requirements for application output.
  • Approaches to combining data from different sources, for example using coding, look ups, copy, and paste and visualisation tools or data blending tools on bespoke systems.
  • Understand when and how to apply the principles of prompt engineering to identify and research effective data transformation techniques to ensure data quality and integrity.
  • The ethical and secure use of data, including in relation to its use with Artificial Intelligence and other automated systems, and the potential impacts of unethical use of data on the organisation and wider society.
  • The principles and processes of the systems lifecycle, for example ITIL IT Information Library.
  • Change and release management processes that support the successful planning and implementation of system and application changes.
  • Project management principles and processes.
  • Remote working and collaborative platforms and tools, which are used by organisations for internal and external communications and digital working practices including approaches to usability and accessibility.
  • Approaches to defect management including the distinction between root cause of a defect and its effects.
  • Principles of testing methodologies for example 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 and user satisfaction and adoption.
  • Security vulnerabilities and approaches to security testing.
  • The process and risk of transition from software development and testing into production and live support.
  • How their role fits into their stakeholders’ wider technology environment and the organisation.
  • The principles of prompt engineering to identify and research accurate information and techniques.
  • Policies and procedures relating to environmental impact and sustainability.

Skills

  • Use data systems securely to meet requirements and in line with organisational procedures and legislation, including principles of Privacy by Design.
  • Demonstrate how usability and accessibility have been embedded into the application lifecycle.
  • Assess the impact of user experience and relevant domain-specific factors for example industry standards, regulatory requirements, and business environment on the data analysis activity.
  • Communicate verbally and non-verbally with internal and external stakeholders, using both technical and non-technical language to serve as a clear link between users and suppliers.
  • Use active listening to demonstrate a customer focused approach to service delivery.
  • Adapt to changing contexts within the scope of a project and continually review project outputs to ensure alignment with customer and organisational needs.
  • Collate and interpret data and convert into useable formats such as infographics, reports, tables, dashboards, or graphs.
  • Demonstrate the use of testing tools to verify that a solution or system is functioning as expected.
  • Adapt and apply testing activities according to industry standard development methodologies for example sequential or iterative including maintenance of clear supporting documentation.
  • Apply specific industry standards for example UK GDPR, Data Protection Act, ethical use of data and safety critical procedures related to software testing tasks.
  • Use formal and informal techniques that will demonstrate software and or systems are fit for purpose.
  • Use coaching or training methods to support stakeholders with organisations systems, platforms, or applications.
  • Communicate support information clearly by creating and or maintaining user guides, training materials, and other documentation to help users understand and use systems.
  • Demonstrate the ability to use tools and methods to formulate and utilise prompt engineering to research and evaluate support requirements.
  • Engage in continuous and collaborative learning, ensuring learning activities align with changing technical landscape.

Behaviours

  • Works independently and takes responsibility. For example, has a responsible approach to risk, follows guidelines set out by the organisation.
  • Logical approach – uses valid reasoning and initiative to solve problems within their own remit, being resourceful when faced with a problem to solve.
  • Collaborative- works with a wide range of people in different roles, internally and externally, with a positive attitude to inclusion & diversity.
  • 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.
Training category (sector)
Digital
Training 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 Skills England.