Job summary
We are seeking a highly motivated and experienced ITSM Systems Specialist to manage and maintain our IT Service Management system using the Gartner principles. As a Digital Systems Specialist, you will be responsible for overseeing the daily operations of our ITSM system, ensuring its efficiency and effectiveness in supporting our healthcare organisation's IT and Digital needs.
This role will play a crucial role in the effective delivery and management of IT services within the organization. The Systems Specialist will also be responsible for conducting business analysis of all teams and providing data to support decision-making processes.
Main duties of the job
This role is critical as our IT Service Management (ITSM) is an essential framework that helps us effectively manage and deliver IT services to our customers.
One of the primary reasons our ITSM is essential is due to its focus on aligning IT services with business objectives and demand. It's data driven reports will allow for continuous service improvement.
Some of the key roles and responsibilities include:
- Design, implement and maintain the ITSM system, ensuring it aligns with the Gartner principles.
- Oversee the day-to-day operations of the ITSM system, including Incident, Problem, Change, and Configuration Management
- Identify areas for improvement and implement best practices to enhance the efficiency and effectiveness of the ITSM system.
- Partner with other Digital teams to ensure proper integration and alignment of the ITSM system with other systems and processes.
- Monitor and report on the performance of the ITSM system, identifying and addressing any issues and risks.
- Conduct thorough business analysis of all teams within the organization to gain a comprehensive understanding of their needs and requirements.
- Collect, analyse, and present data to stakeholders to support informed decision making.
- Work alongside the Senior Manager in Digital Operations to improve processes led by Demand analysis.
About us
The Northern Care Alliance NHS Foundation Trust (NCA) provides hospital and integrated health and social care services to over one million people living across Greater Manchester. Our 20,000 colleagues care for people in hospital and in the community, working across Bury, Rochdale, Oldham and Salford, to save and improve lives.
As a large NHS trust we are committed to enhancing the health of our local population by delivering consistently high standards of care and working closely with local authorities and key partners. We believe in our power and potential to make a difference and we're always looking for people who demonstrate our three core values - care, appreciate and inspire - to join our team.
In return, we can offer you a job role with purpose and flexibility. The size and scale of the NCA means we can provide more challenge and opportunities so your career can always be moving in the right direction. By joining us you can also access a competitive benefits package, including, a fantastic annual leave allowance, flexible working opportunities and protected hours for health and wellbeing activities, helping you to achieve more personal downtime and a better work-life balance.
We are currently in process of updating our values. For the latest information around our values and behaviours, please visit our careers website: https://careers.northerncarealliance.nhs.uk/working-with-us/our-values/
Job description
Job responsibilities
Some of the key roles and responsibilities include: Design, implement and maintain the ITSM system, ensuring it aligns with the Gartner principles. Oversee the day-to-day operations of the ITSM system, including Incident, Problem, Change, and Configuration Management Identify areas for improvement and implement best practices to enhance the efficiency and effectiveness of the ITSM system. Partner with other Digital teams to ensure proper integration and alignment of the ITSM system with other systems and processes. Monitor and report on the performance of the ITSM system, identifying and addressing any issues and risks. Conduct thorough business analysis of all teams within the organization to gain a comprehensive understanding of their needs and requirements. Collect, analyze, and present data to stakeholders to support informed decision making. Work alongside the Senior Manager in Digital Operations to improve processes led by Demand analysis.
Communications and Relationships
A friendly co-operative approach with all users is required. Active listening: An ITSM Specialist must possess excellent listening skills to fully understand the needs and concerns of their peers. This skill is essential for effective communication and building strong relationships. Strong communication skills: As an ITSM Specialist, you will be required to communicate technical information in a clear and concise manner to various stakeholders with varying levels of technical knowledge. This includes written and verbal communication skills, as well as the ability to utilize visual aids and presentations to convey complex information. Empathy: ITSM Specialists must be able to empathize with colleagues, understanding their point of view and finding solutions that meet their needs to help them achieve the business needs. Empathy is also important in building strong relationships with team members and stakeholders. Team collaboration: ITSM Specialists must work closely with other IT professionals and team members, so strong collaboration and teamwork skills are essential. This includes the ability to share information, work together towards common goals, and support colleagues in achieving our objectives. Provide leadership and expert advice within the Trust on the advanced use of ITSM. Liaise with external suppliers regarding maintenance and configuration issues and upgrades.
Analytical and Judgmental Skills
Data Analysis: An ITSM specialist needs to have strong analytical skills to collect, process, and analyze data from various sources, such as incident reports, service requests, and user feedback, to identify patterns and trends. Process Mapping: To optimize IT service delivery, an ITSM specialist should be able to map out various IT processes, identify inefficiencies, and suggest improvements. Measuring and reviewing how our service is performing from the users perspective. Analyse, investigate, and resolve complex Digital queries, where there are several options; analyse user requirements which may require configuration of software and hardware. Interpret data, maintains computer systems; maintains user IT accounts and system rights. Analyse and report on departmental service statistics. Assist in ensuring Trust data, retained within systems is secure. Assist in Identifying, analysing, and recording risks. Take action on improvement where you can. Identify blockers to great service delivery where you cant take action.
Planning and Organisational Skills
Assist in the planning and performance of our ITSM, hardware, and software. Assist in the planning major upgrades and software patch installations. Organise pilots for new systems/technology or new functionality within existing systems. Ensure that all system changes and software developments follow the departments development methodology. Manage their own workload on a day-to-day basis, ensuring service levels are maintained. Have a flexible approach to your working day, organising work in accordance to business requirements. An ITSM specialist must be able to efficiently manage their time and prioritize tasks to ensure that deadlines are met and projects are completed on schedule. This requires effective planning and setting realistic goals. Effective planning is crucial for the successful implementation of IT service management strategies and processes. An ITSM specialist must be able to analyze business needs, devise a strategic plan, and implement it in an organized and timely manner.
Physical Skills This job may require regular pushing, pulling, lifting, and carrying of heavy loads such as, trolleys, equipment, and materials. May need to sit for long periods of time. Advanced keyboard skills and experience required to ensure efficient operations. Attention to detail required whilst maintaining our ITSM and troubleshooting complex technical issues within it. Ability to travel between sites, access to a car.
Job description
Job responsibilities
Some of the key roles and responsibilities include: Design, implement and maintain the ITSM system, ensuring it aligns with the Gartner principles. Oversee the day-to-day operations of the ITSM system, including Incident, Problem, Change, and Configuration Management Identify areas for improvement and implement best practices to enhance the efficiency and effectiveness of the ITSM system. Partner with other Digital teams to ensure proper integration and alignment of the ITSM system with other systems and processes. Monitor and report on the performance of the ITSM system, identifying and addressing any issues and risks. Conduct thorough business analysis of all teams within the organization to gain a comprehensive understanding of their needs and requirements. Collect, analyze, and present data to stakeholders to support informed decision making. Work alongside the Senior Manager in Digital Operations to improve processes led by Demand analysis.
Communications and Relationships
A friendly co-operative approach with all users is required. Active listening: An ITSM Specialist must possess excellent listening skills to fully understand the needs and concerns of their peers. This skill is essential for effective communication and building strong relationships. Strong communication skills: As an ITSM Specialist, you will be required to communicate technical information in a clear and concise manner to various stakeholders with varying levels of technical knowledge. This includes written and verbal communication skills, as well as the ability to utilize visual aids and presentations to convey complex information. Empathy: ITSM Specialists must be able to empathize with colleagues, understanding their point of view and finding solutions that meet their needs to help them achieve the business needs. Empathy is also important in building strong relationships with team members and stakeholders. Team collaboration: ITSM Specialists must work closely with other IT professionals and team members, so strong collaboration and teamwork skills are essential. This includes the ability to share information, work together towards common goals, and support colleagues in achieving our objectives. Provide leadership and expert advice within the Trust on the advanced use of ITSM. Liaise with external suppliers regarding maintenance and configuration issues and upgrades.
Analytical and Judgmental Skills
Data Analysis: An ITSM specialist needs to have strong analytical skills to collect, process, and analyze data from various sources, such as incident reports, service requests, and user feedback, to identify patterns and trends. Process Mapping: To optimize IT service delivery, an ITSM specialist should be able to map out various IT processes, identify inefficiencies, and suggest improvements. Measuring and reviewing how our service is performing from the users perspective. Analyse, investigate, and resolve complex Digital queries, where there are several options; analyse user requirements which may require configuration of software and hardware. Interpret data, maintains computer systems; maintains user IT accounts and system rights. Analyse and report on departmental service statistics. Assist in ensuring Trust data, retained within systems is secure. Assist in Identifying, analysing, and recording risks. Take action on improvement where you can. Identify blockers to great service delivery where you cant take action.
Planning and Organisational Skills
Assist in the planning and performance of our ITSM, hardware, and software. Assist in the planning major upgrades and software patch installations. Organise pilots for new systems/technology or new functionality within existing systems. Ensure that all system changes and software developments follow the departments development methodology. Manage their own workload on a day-to-day basis, ensuring service levels are maintained. Have a flexible approach to your working day, organising work in accordance to business requirements. An ITSM specialist must be able to efficiently manage their time and prioritize tasks to ensure that deadlines are met and projects are completed on schedule. This requires effective planning and setting realistic goals. Effective planning is crucial for the successful implementation of IT service management strategies and processes. An ITSM specialist must be able to analyze business needs, devise a strategic plan, and implement it in an organized and timely manner.
Physical Skills This job may require regular pushing, pulling, lifting, and carrying of heavy loads such as, trolleys, equipment, and materials. May need to sit for long periods of time. Advanced keyboard skills and experience required to ensure efficient operations. Attention to detail required whilst maintaining our ITSM and troubleshooting complex technical issues within it. Ability to travel between sites, access to a car.
Person Specification
Qualifications
Essential
- Degree in IT relating subject or equivalent level, or equivalent experience.
Desirable
- ITIL Foundation and Gartner Methodology Experience
Knowledge and Experience
Essential
- Possess detailed understanding of IT Service Delivery.
- Experience of identifying software faults and testing fixes
- Experience of debugging interface issues
- Possess detailed understanding of IT Service Delivery
Desirable
- Knowledge of the use of information systems within the NHS
- NHS Experience Experience installing/supporting clinical applications within NHS environment.
- Experience of working in an ITIL service environment
Skills
Essential
- Problem Solving Skills
- Service-orientated, customer-focused
- Demonstrate excellent written and verbal communication skills, able to negotiate successful outcomes with senior personnel.
Desirable
- Proven track record of Data Analysis and presentation
Person Specification
Qualifications
Essential
- Degree in IT relating subject or equivalent level, or equivalent experience.
Desirable
- ITIL Foundation and Gartner Methodology Experience
Knowledge and Experience
Essential
- Possess detailed understanding of IT Service Delivery.
- Experience of identifying software faults and testing fixes
- Experience of debugging interface issues
- Possess detailed understanding of IT Service Delivery
Desirable
- Knowledge of the use of information systems within the NHS
- NHS Experience Experience installing/supporting clinical applications within NHS environment.
- Experience of working in an ITIL service environment
Skills
Essential
- Problem Solving Skills
- Service-orientated, customer-focused
- Demonstrate excellent written and verbal communication skills, able to negotiate successful outcomes with senior personnel.
Desirable
- Proven track record of Data Analysis and presentation
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).