Application Support Analyst

7 days ago

United Kingdom Spire Healthcare Group plc Full time

Application Support Analyst| Remote| Permanent| Full Time| Competitive Salary + Benefits

We are one of the UK’s leading independent hospital groups and the largest in terms of revenue. From our 38 hospitals and 33 clinics, medical centres and consulting rooms across England, Wales, and Scotland, we provide diagnostics, inpatient, day case and outpatient care in areas including orthopaedics, gynaecology, cardiology, neurology, oncology, and general surgery. We also operate a network of private GPs and provide occupational health services to over 700 corporate clients. We are the principal independent provider by volume of knee and hip operations in the United Kingdom.

The group was founded with the acquisition and re-branding of 25 Bupa hospitals in 2007. Since then, Spire Healthcare has made significant capital investments in its estate and continues to deliver successful and award-winning clinical outcomes and high levels of patient satisfaction.

Spire is listed on the London Stock Exchange and is a member of the FTSE 250. We were the first private hospital provider to publish outcomes data on our website and we have received awards for our clinical quality and high levels of patient satisfaction.

Spire Healthcare is committed to the highest quality of patient care. Working in partnership with over 8,760 experienced consultants, we delivered tailored, personalised care to approximately 926,500 inpatients, outpatients, and day case patients in 2022.

Patients, consultants, and general practitioners trust Spire Healthcare to deliver the high-quality care they expect from a leading private healthcare provider.

The Application Support Analyst role will sit within a team of Business System Application specialists, providing technical and functional/operational support for various business systems, platforms and applications used across the organisation. You will be responsible for the ongoing support and maintenance of our Business Systems, ensuring the availability, reliability and performance of these systems for our stakeholders and end users. You will operate as part of a team, collaborating with other internal and external stakeholders. These include our Application Support and Service Delivery teams within Infrastructure and Operations, other Spire central functions, vendors, value streams and other IT colleagues, to ensure the alignment of support for our business systems with the needs and expectations of the organisation.

Key Responsibilities:

  • Assisting in the day-to-day operations of the Business System Application Support Team:
  • Scheduling, assigning, monitoring and taking ownership of tasks and incidents.
  • Providing support for end users and troubleshooting technical and functional issues related to business systems and applications.
  • Participating in regular performance reviews, team and 1:1 check ins.
  • Monitoring of service level agreements and key performance indicators for the Business Systems Support Team.
  • Coordinating and communicating with end users, IT colleagues, vendors and other key stakeholders on the status, issues and planned maintenance of the business system application stack.
  • Ensuring the timely and effective resolution of issues, escalations and service outages for business systems, platforms and applications.
  • Providing input into the analysis and reporting of the root causes, trends and patterns of business application issues and incidents.
  • Facilitating input and ongoing ownership to a business system application portfolio roadmap, to ensure internal/external support and maintenance, and to facilitate effective planning for patching, upgrades, functional changes and platform end of life.
  • Regular engagement and relationship forming with key stakeholders to improve service delivery and ensure business needs are being exceeded across the application support portfolio.
  • Providing support and guidance to your peers in the Business System Application Support Team, fostering a culture of collaboration, innovation, and excellence.
  • Ensuring the ITIL best practices, standards, and procedures for support are being followed, such as incident management, problem management, change management, and knowledge management.
  • Working closely with Value Stream resources to ensure support and SME resource can be aligned to assist in the delivery of new products, upgrades or enhancements, and facilitate any transition to support requirements.

Key Requirements:

  • Technical or operational SME/support experience within one of more business systems or platforms (Oracle/HR, SAP PAS, RPA, PPM etc.)
  • Good customer service skills, able to communicate effectively with a range of stakeholders, from senior executives to frontline colleagues.
  • Passion for continuous improvement, always looking for ways to enhance the service delivery processes, systems and standards.
  • Problem management experience relating to business systems, applications and platforms.
  • Hospital business process knowledge and experience.
  • Familiarity with ITIL, SAFe Agile, DevOps, and other relevant frameworks and methodologies.
  • Significant experience within Service Delivery and Business Systems support.
  • Experience of working with ServiceNow as a problem/ticket management platform, and able to drive technical efficiencies, automations and workflows to enhance operational excellence and support processes

Benefits:

We offer employed colleagues a competitive salary as well as a comprehensive benefits package which includes but is not limited to:

  • 35 days annual leave inclusive of bank holidays
  • Employer and employee contributory pension with flexible retirement options
  • ‘Spire for you’ reward platform - discount and cashback for over 1000 retailers
  • Free wellness screening
  • Private medical insurance
  • Life assurance

Spire Healthcare is committed to creating an environment that will attract, retain, and motivate its people. We are an equal opportunities employer, committed to the health and wellbeing of all our colleagues and consultants.

We firmly believe that it is our people that make the business successful, and everyone should have the opportunity to work in a motivated team, free from discrimination on any grounds. We, therefore, are keen to receive and review applications from all candidates of under-represented groups who feel they offer the requisite skills.

For us, it's more than just treating patients; it's about looking af ter people.

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