Job summary
Employer heading
Applications Support Analyst
NHS AfC: Band 5
Job overview
The IT Department is responsible for delivering Information Technology to the Dudley Group NHS Foundation Trust. In addition, IT is responsible for delivering revenue generating IT services to other NHS organisations and private enterprises involved in the delivery of Healthcare. IT has a total user count of approximately 10,000 and services are delivered from two datacentres.
The post holder will be a key member of the IT Applications team who currently provide on-going support with regards to new and existing clinical and non-clinical applications/systems across the Trust.
The IT Applications Team also undertake business analysis, design, development and implementation in regard to various internal development requests and 3rd party vendor solutions.
Main duties of the job
Working as part of a team to provide 2nd Line application support for all clinical/nonclinical systems throughout the Trust. This will include incident analysis to identify root cause through to a proposed workaround and/or a solution.
Take action to ensure the appropriate response is provided within agreed service level targets for all Incidents and service requests received.
Provide a point of contact for technical escalation of application incidents from the IT Service Desk
Involvement in testing and implementing of fixes via the agreed departmental change management.
Involvement in new implementations and upgrades to existing Production environments
Interpret requirements working with customer/IT Management and support teams to determine appropriate solutions.
Adhere to departmental change control process within the functional area.
Experience in supporting a large scale, complex application systems environment
Maintaining key relationships with application stakeholders including clinical and non-clinical business leads, 3rd party suppliers and internal technical teams
Working for our organisation
At the Dudley Group our patients and staff are at the heart of all that we do and that is to provide a world class service that aligns with our vision of “excellent health care, improved health for all”. We are seeking to recruit staff who share our vision and values of making Dudley Group an incredible workplace.
As part of the NHS People Promise, your wellbeing is our priority, and we are committed to ensuring our employees achieve a healthy work-life balance supported by our flexible working options and by making reasonable adjustments where possible. We believe no-one should have to sacrifice family, friends, or their personal interests for work. We are a modern employer able to attract and retain high quality staff through our commitment to the NHS People Promise.
As an employer, we foster an inclusive environment where everyone feels valued, supported, and empowered to contribute their best. We want to ensure that our workforce is representative of the population we serve. More information - inclusive practice people promise.
Dudley Group offer many opportunities for our staff to develop and grow within their roles through our Learning & OD Team. These include topics such as communication, wellbeing, team development, cultural competency, and values.
Please click below to view our EDI page: Equality, Diversity, and Inclusion - The Dudley Group NHS Foundation Trust (dgft.nhs.uk)
Detailed job description and main responsibilities
Please refer to the attached job description for full details of the main duties and responsibilities that the post holder is required to undertake
Person specification
Education and Qualifications
Essential criteria
- Degree in IT or business related subject or equivalent experience
Desirable criteria
- ITIL Foundation
- PRINCE 2 Foundation
Skills & Experience
Essential criteria
- Application incident and problem management skills
- Understanding of equality and diversity issues and how this affects patients, visitors and staff
- Knowledge of business change process analysis and design techniques
- Knowledge of business process documentation techniques
- Knowledge of formal project management methodologies
- Understanding of Information Governance and Confidentiality
Desirable criteria
- Knowledge of specific healthcare/clinical related applications such as PAS (Patient Administration System), EPR (Electronic Patient Record), PACS (Picture Archiving and Communications System)
Personal Qualities
Essential criteria
- Self-motivated and capable of demonstrating initiative to solve problems and make decisions
- Strong organisational skills
- Ability to work autonomously or as part of a larger team
- Ability to effectively prioritise and execute tasks while under pressure, without reference to line manager
- Logical and efficient, with good attention to detail
Desirable criteria
- Makes effective use of learning opportunities within and outside the workplace
- Evidence of reflection and evaluation of knowledge and skill gaps
Interests & Motivation to the Job
Essential criteria
- Desire to provide a high level of customer service to users of IT within the NHS
- Evidence of willingness to build upon existing applications support skills and experience
- Customer focused
Desirable criteria
- Good attendance record
Communication & Interpersonal Skills
Essential criteria
- Ability to engage and influence colleagues at all levels
- Able to write and interpret reports and documents
- Able to demonstrate excellent communication skills including face to face telephone and e-mail
- Able to demonstrate an understanding of good customer service
Desirable criteria
- Confident and personable
Trust Vision & Values
Essential criteria
- Able to provide safe, caring and effective services
- We would expect your values and behaviours to reflect the Trust values of Care, Respect & Responsibility
Applicant requirements
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
Documents to download
Further details / informal visits contact
- Name
- Amritpal Gidda
- Job title
- Applications Subject Matter Expert
- Email address
- [email protected]
- Telephone number
- 01384 456111
- Additional information
IT Dept
Dudley Group NHS Foundation Trust
Russells Hall Hospital
Pensnett Road
Dudley
West Midlands
DY1 2HQ
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