Job summary
We are looking for a bright and ambitious individual to join the ITCS Technology Team as a Support Analyst. We in Technology support a diverse array of clinical applications and have a number of exciting projects planned, and we invite you to apply if you are passionate about working in a fast-paced healthcare environment, providing the best possible support across Guy's and St Thomas' (GSTT) and King's College Hospital (KCH) NHS Trusts.The Support Analyst (GSTT/KCH) role is a new position within the Technology team that will be responsible for such duties as supporting applications & servers, resolving complex Incidents & Requests, working on application upgrades & server migrations. This role requires hybrid working with a 50/50 split and will necessitate travel between Guy's and St. Thomas', King's College Hospital and Royal Brompton and Harefield sites.
Main duties of the job
Resolving support tickets & requests within the SLA.
Troubleshooting complex application, server and database issues
Actively monitoring the systems on a regular basis and identifying monitoring enhancements where possible
Participating in regular process review, feedback and system development meetings both within the ITCS team and with external stakeholders
Working on multiple projects concurrently and ensuring time is being used appropriately
Being able to quickly reprioritise due to changing needs/urgency across the trusts
Co-ordinating and leading on application upgrades, server patching and server migrations from start to finish in a methodical & efficient manner
Providing excellent level of support & professionalism for the Trusts and therefore for the patients.
About us
Guy's and St Thomas' NHS Foundation Trust (GSTT) and King's College Hospital NHS Foundation Trust (KCH) are two of London's largest and busiest teaching hospitals, with a long and proud history, international reputations for their speciality services, teaching and research excellence, and a strong profile of local services to local residents in south east London.
The two Trusts share a Chief Digital Information Officer (CDIO) and a vision for digital services that are lean and agile, that maximise the benefits of a shared service operating model, and deliver the digital ambition for both Trusts. This ambition is supported by a forward-looking and strategic approach, and significant investment in a new Electronic Health Record (EHR) which will catalyse a programme of work across both Trusts to transform the way technology and data is used across our services. We will increase the care that can be provided at home, build our focus on wellness and prevention, and engage patients as partners in their care.
Job description
Job responsibilities
Communication
Maintain regular communication with other application teams and relevant supplier staff;
Analysis and judgement
Analyse and review test progress and variances to define recommendations to maintain schedules and raise any risks or issues highlighted through testing to the appropriate level;
Investigate end users preferences and populate databases as part of the configuration process;
Be an expert in the application area, troubleshoot problems and address questions from end users regarding the application; Ensure that the systems are configured to meet agreed Trust best practice ways of working, in order to achieve cost-saving benefits and improved workflow processes, whilst working to relevant legal and regulatory frameworks and seeking assistance from the Senior System Lead;
Log issues as they arise and update administration systems accordingly. Liaise with colleagues and the supplier to achieve resolution and escalate unresolved issues through the Senior System Lead;
Self-teach from supplier manuals to solve problems in build.
Expertise
Be an expert in the application support;
Assist with training colleagues in the application area and deliver specialist training when required.
Planning
Be responsible for own area of work, and organise workload to meet deadlines;
Chase colleagues and Trust staff to provide information in a timely fashion to enable deadlines to be met;
Meet regularly with the Senior Analyst to review and prioritise scope of work.
Job description
Job responsibilities
Communication
Maintain regular communication with other application teams and relevant supplier staff;
Analysis and judgement
Analyse and review test progress and variances to define recommendations to maintain schedules and raise any risks or issues highlighted through testing to the appropriate level;
Investigate end users preferences and populate databases as part of the configuration process;
Be an expert in the application area, troubleshoot problems and address questions from end users regarding the application; Ensure that the systems are configured to meet agreed Trust best practice ways of working, in order to achieve cost-saving benefits and improved workflow processes, whilst working to relevant legal and regulatory frameworks and seeking assistance from the Senior System Lead;
Log issues as they arise and update administration systems accordingly. Liaise with colleagues and the supplier to achieve resolution and escalate unresolved issues through the Senior System Lead;
Self-teach from supplier manuals to solve problems in build.
Expertise
Be an expert in the application support;
Assist with training colleagues in the application area and deliver specialist training when required.
Planning
Be responsible for own area of work, and organise workload to meet deadlines;
Chase colleagues and Trust staff to provide information in a timely fashion to enable deadlines to be met;
Meet regularly with the Senior Analyst to review and prioritise scope of work.
Person Specification
Education and Qualifications
Essential
- Degree in a relevant subject or equivalent experience in a relevant post/s.
Desirable
- IT Technical qualification, for example MCSE
- ITIL Foundation certificate
- PRINCE2 (Foundation)
Knowledge and Experience
Essential
- Extensive proven experience in an Applications Support role gaining knowledge of at least one computer system
- Knowledge and experience of dealing with escalation routes when problems or development needs arise
- Experience in 2nd Line applications support; dealing with incident analysis to identify root cause, failure mode and to establish a solution or workaround, relating to clinical applications
- Extensive experience of using and supporting hardware and software packages
- Experience in supporting a large scale, complex application systems environment
- Experience of providing training in own area of expertise to different audiences
Desirable
- Good understanding of an Acute Trust's clinical and corporate administrative systems
- Experience of working in a support analyst role in an NHS environment.
Skills and Competencies
Essential
- Knowledge of industry best practice in application support and service delivery (ITIL)
- Documentation skills to a high standard
- Able to prioritise workload in response to changing demands; able to work flexibly and respond to service needs
- Good understanding of confidentiality and data protection issues
- Ability to work as part of a team and promote knowledge sharing
- Ability to deal confidently with 3rd party suppliers and build effective working relationships
Person Specification
Education and Qualifications
Essential
- Degree in a relevant subject or equivalent experience in a relevant post/s.
Desirable
- IT Technical qualification, for example MCSE
- ITIL Foundation certificate
- PRINCE2 (Foundation)
Knowledge and Experience
Essential
- Extensive proven experience in an Applications Support role gaining knowledge of at least one computer system
- Knowledge and experience of dealing with escalation routes when problems or development needs arise
- Experience in 2nd Line applications support; dealing with incident analysis to identify root cause, failure mode and to establish a solution or workaround, relating to clinical applications
- Extensive experience of using and supporting hardware and software packages
- Experience in supporting a large scale, complex application systems environment
- Experience of providing training in own area of expertise to different audiences
Desirable
- Good understanding of an Acute Trust's clinical and corporate administrative systems
- Experience of working in a support analyst role in an NHS environment.
Skills and Competencies
Essential
- Knowledge of industry best practice in application support and service delivery (ITIL)
- Documentation skills to a high standard
- Able to prioritise workload in response to changing demands; able to work flexibly and respond to service needs
- Good understanding of confidentiality and data protection issues
- Ability to work as part of a team and promote knowledge sharing
- Ability to deal confidently with 3rd party suppliers and build effective working relationships
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
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).
