Digital Systems Specialist

5 months ago

Oldham, United Kingdom Northern Care Alliance NHS Foundation Trust Full time

**Some of the key roles and responsibilities include**: Design, implement and maintain the ITSM system, ensuring it aligns with the Gartner principles. Oversee the day-to-day operations of the ITSM system, including Incident, Problem, Change, and Configuration Management Identify areas for improvement and implement best practices to enhance the efficiency and effectiveness of the ITSM system. Partner with other Digital teams to ensure proper integration and alignment of the ITSM system with other systems and processes. Monitor and report on the performance of the ITSM system, identifying and addressing any issues and risks.

Conduct thorough business analysis of all teams within the organization to gain a comprehensive understanding of their needs and requirements. Collect, analyze, and present data to stakeholders to support informed decision making. Work alongside the Senior Manager in Digital Operations to improve processes led by Demand analysis. Communications and Relationships A friendly co-operative approach with all users is required.

**Active listening**: An ITSM Specialist must possess excellent listening skills to fully understand the needs and concerns of their peers. This skill is essential for effective communication and building strong relationships. Strong communication skills: As an ITSM Specialist, you will be required to communicate technical information in a clear and concise manner to various stakeholders with varying levels of technical knowledge. This includes written and verbal communication skills, as well as the ability to utilize visual aids and presentations to convey complex information.

**Empathy**: ITSM Specialists must be able to empathize with colleagues, understanding their point of view and finding solutions that meet their needs to help them achieve the business needs. Empathy is also important in building strong relationships with team members and stakeholders. Team collaboration: ITSM Specialists must work closely with other IT professionals and team members, so strong collaboration and teamwork skills are essential. This includes the ability to share information, work together towards common goals, and support colleagues in achieving our objectives.

Provide leadership and expert advice within the Trust on the advanced use of ITSM. Liaise with external suppliers regarding maintenance and configuration issues and upgrades. Analytical and Judgmental Skills Data Analysis: An ITSM specialist needs to have strong analytical skills to collect, process, and analyze data from various sources, such as incident reports, service requests, and user feedback, to identify patterns and trends. Process Mapping: To optimize IT service delivery, an ITSM specialist should be able to map out various IT processes, identify inefficiencies, and suggest improvements.

Measuring and reviewing how our service is performing from the users perspective. Analyse, investigate, and resolve complex Digital queries, where there are several options; analyse user requirements which may require configuration of software and hardware. Interpret data, maintains computer systems; maintains user IT accounts and system rights. Analyse and report on departmental service statistics.

Assist in ensuring Trust data, retained within systems is secure. Assist in Identifying, analysing, and recording risks. Take action on improvement where you can. Identify blockers to great service delivery where you cant take action.

Planning and Organisational Skills Assist in the planning and performance of our ITSM, hardware, and software. Assist in the planning major upgrades and software patch installations. Organise pilots for new systems/technology or new functionality within existing systems. Ensure that all system changes and software developments follow the departments development methodology.

Manage their own workload on a day-to-day basis, ensuring service levels are maintained. Have a flexible approach to your working day, organising work in accordance to business requirements. An ITSM specialist must be able to efficiently manage their time and prioritize tasks to ensure that deadlines are met and projects are completed on schedule. This requires effective planning and setting realistic goals.

Effective planning is crucial for the successful implementation of IT service management strategies and processes. An ITSM specialist must be able to analyze business needs, devise a strategic plan, and implement it in an organized and timely manner. Physical Skills This job may require regular pushing, pulling, lifting, and carrying of heavy loads such as, trolleys, equipment, and materials. May need to sit for long periods of time.

Advanced keyboard skills and experience required to ensure efficient operations. Attention to detail required whilst maintaining our ITSM and troubleshooting complex technical issues within it. Ability to travel between sites, access to a car.

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