Clinical Systems Support Officer

2 days ago

Walsall, United Kingdom Walsall Healthcare NHS Trust Full time

An exciting opportunity has arisen to join the Clinical Systems Team at Walsall Healthcare NHS Trust as a Clinical Systems Support Officer for a 12-month Fixed Term or Secondment position.

The Clinical Systems Team is responsible for the lifecycle maintenance, administration of several key clinical software systems and support users based at both the Trust and some local external NHS organisations. The Clinical Systems Support Officer will be a key member of this team.

Experience of providing 1st or 2nd Line support in a customer focused environment is essential.

This will include general system administration i.e., user accounts, supporting upgrades, assisting users with queries and general incident resolution.

Other key areas of the job will be system configuration, maintenance, testing, projects, ensuring data quality and integrity.

As member of the team, you will be expected to play a vital role providing product knowledge to the organisation to support continuous service improvement.

Main duties of the job
- ICE Order Comms
- GE PACS (Picture Archiving and Communication System)
- GE CCW Cardiology / Echo PACS
- Lillie (Sexual Health Systems)
- Pharmacy Systems (EMIS Ascribe)
- BadgerNet
- Asset management systems
- Sectra IEP
- HSS CRIS (RIS)
- PACNET

The post holder will assist with investigating and resolving calls to assigned via an incident management portal, by establishing the problem with the user, triaging the incident and managing it through to resolution.

This role will provide support for the clinical systems and will require the logging of support calls with third party suppliers, as required.

As a member of this you will be expected to play a vital role within the Clinical Systems Team providing product knowledge to the organisation to support continuous process improvement.

All support documentation must be prepared and maintained regularly to reflect the many different system changes that can and do take place.

Working for us
- Uphold the Trust’s values and behaviours (available on the Trust web site) and behave in a manner fitting with the responsible position of the post holder, maintaining the public confidence
- Maintain professional and courteous working relationships with staff and respect the equality and diversity of each person they come into contact within the course of their business
- Uphold the privacy and dignity of the patient and respect the equality of patients at all time

Key Responsibilities
- Responsible for monitoring incoming requests from the Digital Service Desk and resolve / escalate these in line with agreed service level agreements (SLA) as required.
- Supporting the Trust’s use of clinical systems that include, but are not limited to:

- ICE Order Comms
- GE PACS (Picture Archiving and Communication System)
- GE CCW Cardiology / Echo PACS
- Lillie (Sexual Health Systems)
- Pharmacy Systems (EMIS Ascribe)
- BadgerNet
- Asset management systems
- Sectra IEP
- HSS CRIS (RIS)
- SystemC Careflow (Medway) PAS
- PACNET
- The post holder will take responsibility for maintaining data integrity. Regular housekeeping tasks must be carried out to ensure that digital systems operate smoothly and efficiently and that they are available to users during agreed times including occasional support outside of normal working hours.
- Identify user data errors and correct them thus avoiding potential risks to patient care and subsequently avoiding clinical incidents.
- Manage clinical system user accounts. Allocation of appropriate system security to those users in accordance with IT security policies.
- Prepare and manage support documentation for digital systems as required.
- The post holder will be involved in identifying and resolving software problems and faults. This will include liaison with other teams, Digital Services and also third party suppliers of digital systems.
- Escalate, where appropriate, to the senior colleagues.
- Involvement in the testing of planned system changes and incident resolutions
- The post holder will be expected to investigate potential solutions to systems problems and to make recommendations for consideration by the Clinical Systems manager.
- The post holder must approach system problems methodically. System issues can be complicated and resolving issues can require great concentration.
- Sensitivity and confidentiality is of paramount importance as access to a wide range of confidential sensitive and patient identifiable information is routine to the post.
- The post holders will be expected to communicate on a multidisciplinary level with clinicians, doctors, other medical staff, administrative staff, Digital Services and project managers, etc.
- Liaise and advise with outside contractors\staff

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