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Band 5 IT Systems Officer
4 months ago
Job summary
We have an exciting opportunity for a highly motivated IT Systems Officer to join our dynamic Information Technology Clinical Systems Team:
You will play a key role responsible for primarily supporting and configuring a variety of Trust IT Systems.
Developing and maintaining a range of IT systems including clinical and non-clinical.
Assisting Trust clinicians and managers to make the most effective use of systems offered as part of their role.
Promoting best practice, providing guidance and training to minimise inappropriate usage and enthuse system users.
You will be passionate about delivering excellent services to healthcare staff and service users. You will be highly motivated and have excellent working knowledge of Microsoft Office & IT Service Desk Systems and Processes. You will have excellent communication & customer service skills, good technical and service delivery skills and experience of systems incident and request management through to resolution & change control.
Experience and understanding of how administration & clinical processes work together and how to support clinical systems would be desirable although training will be provided.
The proposed interview date is 25th June 2024
Main duties of the job
The successful candidate will be expected to carry out the following duties:
System administration of several Clinical Systems and Electronic Patient Record (EPR) including new profiles & associated access requests, investigating and resolving incidents, requests including data corrections, user changes where troubleshooting/investigation will need to be carried out.
Monitor, prioritise and manage the Clinical Systems Support queue within the IT Service Desk system.
Take ownership and responsibility of tickets and prioritise them in accordance with procedures and any SLAs (Service Level Agreements) currently in operation.
Responsible for identifying IT systems bugs, performance and stability issues and reporting these to the relevant party, this being the supplier, IT system managers or other IT support teams.
Investigate faults, user problems and other requests for support and/or information and takes the most appropriate actions in order to reach a satisfactoryresolution.
Provide expert Clinical Systems advice to end user and colleagues.
Create IT Knowledge Base articles and maintain them.
Working in conjunction with the Development and Testing Teams to support software upgrade releases and associated testing requirements.
About us
We are AWP (Avon and Wiltshire Mental Health Partnership NHS Trust)a diverse organisation with over 5,000 dedicated staff providing inpatient and community-based mental health care.
We provide services from a range of locations to approximately million people living in Bath and North East Somerset (B&NES), Bristol, North Somerset, South Gloucestershire, Swindon, across the county of Wiltshire and in parts of Dorset.
Our outstanding people promote mental health and wellbeing. The expertise and resources within AWP are dedicated to a person-centred approach for those who use our services and for all employees. We recognise that happy and fulfilled employees give better care.
At AWP we actively encourage applicants from all backgrounds; we are particularly keen to encourage applications from people from Black, Asian and minority ethnic backgrounds, those with disabilities and from the LGBTQ+ community. We want people to bring their unique blend of experiences, backgrounds, perspectives and knowledge to AWP, as diversity makes us stronger.
Job description
Job responsibilities
1. To provide day to day business as usual support for Trust IT Systems.
2. Manage own workload ensuring incident and service requests are resolved within Service Level agreements.
3. Participate in the configuration, testing, tuning of IT systems appropriate to the role supporting deployment of patches, upgrades and managing individual tasks through the change management process.
4. Responsible for liaising with stakeholders to promote understanding of Trust systems providing support and training as necessary. Articulate and collate their requirements.
5. Responsible for identifying IT systems bugs, performance and stability issues and reporting these to the relevant party, this being the supplier, IT system managers or other IT support teams.
6. Responsible for the logging of IT system faults with suppliers and following incidents through to resolution.
7. Responsible for the investigation, review and specification of systems including updates to existing or introduction of new IT systems.
8. To produce training guides and support material for colleagues and other IT support staff relevant to supported IT systems.
9. To ensure that all staff are treated with respect
10. To provide support to the Senior IT Systems Managers in IG requirements
11. To maintain a professional level of conduct at all times including following confidentiality and code of conduct.
12. To maintain effective communications and relationships with other IT professionals within the NHS.
13. To ensure continual professional development keeping up to date with latest technologies
Other Duties
The postholder may be required to perform duties other than those given in the job description for the post. The particular duties and responsibilities attached to posts may vary from time to time without changing the general character of the duties or the level of responsibilities entailed.
Please refer to full Job Description and Person Specification attached for full details in relation to this role.
Person Specification
Qualifications
Essential
Educated to Degree level or equivalent experience in Computer Science, IT application support/ technical discipline. ITIL Foundation certification Microsoft Professional Qualification or equivalent experience ( Microsoft Certified Professional (MCP)) Evidence of ongoing professional development
Other Requirements
Essential
Empathy for individuals who have experienced mental health problems and ability to cope with behaviour which may be challenging at times.
Experience
Essential
Good understanding of incident management within Call Centre/IT Service Desk environment. Good understanding of logging calls and incidents with 3rd Party Suppliers and their processes. Knowledge of defect management and structured approaches to resolution of issues. High level of competence in software packages , MS Office, SharePoint Understanding of Information Governance principles specifically in a Health and Social care environment Good understanding of the software development cycles.
Desirable
Knowledge of an NHS Trust's policies and business processes particularly relating to Mental Health Knowledge of system(s) being supported, EPR systems, web technologies (including internet/intranet administration) as relevant to role Awareness of Project Management Methodologies
Skills
Essential
Experience of front end system configuration Demonstrate ability to set own clear and appropriate priorities Excellent communication skills with colleagues, customers and suppliers Ability to support and train application users at all levels Excellent planning and time-management skills Excellent written & verbal communication skills and attention to detail Ability to propose service change and participate in continual service improvement Able to investigate user problems, referring technical and governance issues as and when appropriate, showing initiative and acting independently when circumstances dictate Ability to work under general supervision with significant autonomy and discretion A team player and ability to demonstrate self-motivation and initiative when working unsupervised Considerable experience in a professional application management environment, preferably involving patient EPR systems and/or web technologies Experience of using and supporting IT systems (Clinical EPR systems, web technologies and Business applications) Strong customer service skills Excellent communication and interpersonal skills to support and train application users at all levels including consultant psychiatrists and administrative staff, includes via the telephone and in situations of considerable stress for the user Excellent negotiating skills to persuade staff from all backgrounds and levels of IT literacy to commit to implementing new technology within their working practice Good relationship-building skills to gain maximum input from colleagues and software suppliers Excellent attention to detail
Desirable
Experience of training small groups of staff Experience of working within the NHS and Mental Health Supporting users using remote assistance Experience of creating training documents, presentation of data, manipulation of data, data quality investigations, presentation preparation, supporting users using remote assistance Ability to communicate with staff, internal and external to the Trust, at a variety of levels Mentoring/training skills