Job summary
An exciting opportunity has arisen to join the Nottingham University Hospitals' (NUH) Digital & Information department as a Product Support Officer, working within the Development Support team.
In this role, you will play a key part in providing the day-to-day support associated with the maintenance of the following systems, both of which are used and accessible by over 17,000 NUH staff:
Ivanti Service Manager (the Digital & Information ticket management system, incorporating DigitalSelfService)
SharePoint Online (the NUH intranet)
Practical experience, or knowledge, of either of these systems (or Ticket Management Systems and Content Management Systems in general) would be advantageous.
You will be joining a small, friendly and supportive team and you will find that the work is varied and challenging and requires initiative and a keen eye for detail.
Training will be provided for the software you will be using and the majority of the work will be covered by dynamic, user-friendly standards and guidelines, so a technical background is not essential.
On the other hand, if you are wishing to pursue a technical career, this role is a brilliant starting point as there are opportunities to progress within this technical team.
If you are a conscientious, self-motivated individual who has excellent communication skills, both verbally and in writing, and is able to deliver work to the highest quality with meticulous attention to detail, then we'd like to hear from you!
Main duties of the job
As Product Support Officer, your responsibilities will include:
Carrying out an initial assessment of each ticket assigned to the team
Maintaining system reference data
Granting roles and permissions in accordance with pre-authorised requests for access
Maintaining knowledge articles
Monitoring on-premises environments
Editing and publishing our monthly departmental Newsletter
In addition to the above summary, you need to familiarise yourself with the full Job Description and Person Specification documents attached to this advert.
Please ensure that your application provides evidence to demonstrate how you meet the Person Specification criteria. Arranging your application in line with the sections given under the Criteria heading of the Person Specification will greatly assist us in shortlisting for interview.
About us
Nottingham University Hospitals (NUH) is one of the biggest and busiest NHS Trusts in the country. We are a large, complex, person-centred organisation with an excellent national and international reputation for the quality of patient care, research, education and innovation. With 17,000 staff, we are one of the biggest employers in the city of Nottingham with a central role in supporting the health and wellbeing of our local population. For more information about the Trust, visit our website.
The Digital & Information department comprises a multi-disciplinary team of professional staff providing a wide range of services in computing, telecommunications, information, and business management.
As Product Support Officer, you will be joining the Digital & Information department's Development Support team and will be based at the Nottingham City Hospital campus.
Job description
Job responsibilities
Please see the attached the Job Description and Person Specification for key duties and responsibilities.
Job description
Job responsibilities
Please see the attached the Job Description and Person Specification for key duties and responsibilities.
Person Specification
Training & Qualifications
Essential
- Has been educated to GCSE level with a minimum of 5 passes including English and Maths, or equivalent qualifications, experience or training
Desirable
- Qualification in ITIL Service Management
Skills & Experience
Essential
- Has knowledge of and some practical experience in Ticket Management Systems
- Has knowledge of and some practical experience in Content Management Systems
Desirable
- Experience of working within the NHS
- Knowledge of NHS computer systems
- Practical technical experience of Ivanti Service Manager and/or SharePoint
Communication & Relationship Skills
Essential
- Demonstrates the ability to communicate effectively with colleagues, managers, other Digital & Information staff, and internal and external customers and suppliers orally, in writing, and electronically
Analytical & Judgement Skills
Essential
- Shows the ability to independently determine the appropriate course of action for the resolution of simple issues, and to identify more complex problems for escalation to line-management
Planning & Organisation Skills
Essential
- Is able to manage their own day-to-day activities, balancing longer-term work with urgent ad hoc tasks as they come in
- Is able to handle frequent interruptions
Physical Skills
Essential
- Possesses excellent keyboard skills gained through qualifications or experience
Other
Essential
- Is able to produce accurate and high quality work with meticulous attention to detail
- Demonstrates the ability to understand and apply departmental, Trust, and national standards
Person Specification
Training & Qualifications
Essential
- Has been educated to GCSE level with a minimum of 5 passes including English and Maths, or equivalent qualifications, experience or training
Desirable
- Qualification in ITIL Service Management
Skills & Experience
Essential
- Has knowledge of and some practical experience in Ticket Management Systems
- Has knowledge of and some practical experience in Content Management Systems
Desirable
- Experience of working within the NHS
- Knowledge of NHS computer systems
- Practical technical experience of Ivanti Service Manager and/or SharePoint
Communication & Relationship Skills
Essential
- Demonstrates the ability to communicate effectively with colleagues, managers, other Digital & Information staff, and internal and external customers and suppliers orally, in writing, and electronically
Analytical & Judgement Skills
Essential
- Shows the ability to independently determine the appropriate course of action for the resolution of simple issues, and to identify more complex problems for escalation to line-management
Planning & Organisation Skills
Essential
- Is able to manage their own day-to-day activities, balancing longer-term work with urgent ad hoc tasks as they come in
- Is able to handle frequent interruptions
Physical Skills
Essential
- Possesses excellent keyboard skills gained through qualifications or experience
Other
Essential
- Is able to produce accurate and high quality work with meticulous attention to detail
- Demonstrates the ability to understand and apply departmental, Trust, and national standards
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Employer details
Employer name
Nottingham University Hospitals NHS Trusts
Address
Nottingham University Hospitals NHS Trust
Hucknall Road
Nottingham
NG5 1PB
Employer's website
https://www.nuh.nhs.uk/ (Opens in a new tab)