Wayne Gray

• Currently manage a team of 7, who are responsible for low code solutions (such as Granicus) and provide application support to systems across Havering and Newham.

Main management responsibilities:

• Managing a team of 5.
• Attending the Change Advisory Board, Project Triage and Management meetings.
• Being a first point of contact for Projects within the Development team.
• Chairing weekly team meetings to review, allocate and prioritise work.
• Managing the delivery of work to meet and/or exceed customer expectations.
• Supporting the Application Support team lead and Dev Ops Manager.
• Managing and motivating colleagues through organisational change such as re-organisations and the split of one source.
• Project support.
• Performance management, one 2 ones and appraisals.
• Training plans.
• Point of escalation for Incidents, Service Requests and Project work.
• Documenting, reviewing and mitigating risks.

Technical and other responsibilities:

• Technical lead on Granicus form work.
• Supporting 400 forms in Newham with around 20,000 form submissions a month.
• Supporting the Digital Services team in Havering to help manage 400 forms and 11,000 submissions a month.
• Leading in the capturing of requirements from customers.
• Building new Granicus forms for internal use and external forms for residents.
• Solution design for Granicus forms and multi-stage processes (workflows).
• Training services on how to build forms.
• Managing the Granicus environment and user accounts.
• Technical lead on Microsoft Orchestrator.
• Writing SQL queries.
• Technical lead in supporting ITSM Microsoft Service Manager software.
• Technical lead in supporting a custom built Self Service form with automatic routing created using Granicus Forms.

Skill lead in Granicus govService, building forms & automation, managing day-to-day work of forms team and deputising for Development Manager.

• Managed the implementation of v2 integrations and Case Viewer.
• Designing and creating multi stage complex forms, with complex workflows, as well as development of single stage forms.
• Led on the capturing of requirements from customers.
• Led on the development of a Rough Sleepers case management system in Granicus.
• Creating SQL databases tables and writing queries.
• Provided technical support and resolved Incidents and completed Service Requests.
• Led on the creation of training material and standards.
• Led on the migration from Achieveforms to Granicus govService.
• Led on the design, styling and configuration of Dash portal using CSS/HTML.

Managed up to 22 staff on the ICT Service Desk, managed key services such as phones, drop-in point, account administration and processing/completion of Incidents and Service Requests. Responsible for the ITIL Incident Management process.

Managed staff on the ICT Service Desk, managed key services such as phones, drop-in point, account administration and processing/completion of Incidents and Service Requests.

Technical lead, supervising staff on the ICT Service Desk, account administration, answering phones and processing/completion of Incidents and Service Requests.

Answering phones, account administration and processing/completion of Incidents and Service Requests.

Answering phones, account administration and processing/completion of Incidents and Service Requests.

Working in the infrastructure team to help maintain computer systems, resolving Incidents and Service Requests.