Job summary
The postholder will provide an exceptional 2nd line as per the ITIL Best Practice Framework, and in line with the Trust's strategic objectives and quest for continual improvement in delivering a `best in class' IT service to its customers.The postholder will be an administrator and 2nd line support point for all Trust Clinical Applications including but not limited to, Patient Centre Patient Administration System (PAS) , Electronic Patient Record (EPR), OnBase Electronic Document Management System (EDMS), ERS,Clinsys ICE used for e-requesting and EPMA E-Prescribing, as well as supporting the Websphere integration engine.
Main duties of the job
- To provide an exceptional 2nd line Problem Management service across all Clinical Applications and IT services to ensure support is delivered within the Service Level Agreement
- Provide a technical support service to all users, ensuring all incidents are logged, updated and fixed within SLA
- Support and maintain software developments created by the IT department and used in the Trust
- Problem Solve issues
- To proactively work on monitoring solutions to ensure high levels of availability
- Provide system administration and support for Clinical ApplicationsThis will include:-
- Creating and amending patient correspondence, clinical documentation templates etc
- Helping resolve patient episode conflicts
- To provide support in Websphere Integration, ensuring message interfaces are running
- Work with other system administrator teams IT Development, Pharmacy, Radiology and Pathology to ensure that all clinical systems issues are resolved promptly
- Liaise with system suppliers to ensure that all clinical system issues are resolved promptly
- To provide ad-hoc assistance to contribute to the smooth running of the IT Department
- Minimise disruption to staff and patients due to Clinical Application outages/downtimes by providing an efficient and effective support service
- Contribution towards the safeguarding of patient and other confidential data used throughout the Trust
- Managing physical and electronic security and adhering to Information Governance and other related policies
About us
Our vision is to provide outstanding care for every patient. Patient care is at the heart of what we do at our three sites: Basingstoke and North Hampshire Hospital, Royal Hampshire County Hospital in Winchester and Andover War Memorial Hospital. Hampshire Hospitals NHS Foundation Trust provides medical and surgical services to a population of approximately 600,000 people across Hampshire and parts of West Berkshire.
Our cultural ambition is to have a culture that places people at the heart of all we do, where we all belong, and where learning, improvement and excellence thrive.
We provide specialist services to people across the UK and internationally. We are one of only two centres in the UK treating pseudomyxoma peritonei (a rare form of abdominal cancer) and we are leaders in the field of tertiary liver cancer and colorectal cancer.
The trust employs more than 9,000 staff and has a turnover of over £500 million a year. As a Foundation Trust, we are directly accountable to our members through the governors. The Council of Governors represent the interests of their constituencies and influence the future plans of the Foundation Trust.
Job description
Job responsibilities
- To provide an exceptional 2nd line Problem Management service across all Clinical Applications and IT services to ensure support is delivered within the Service Level Agreement, and in line with the ITIL Best Practice framework.
- Provide a technical support service to all users, ensuring all incidents are logged, updated and fixed within Service Level Agreement and surpassed where possible.
- Support and maintain software developments created by the IT department and used in the Trust.
- Problem Solve issues including communicating with the user, investigating, resolving the issue and detailing the outcome.
- To proactively work on monitoring solutions to ensure high levels of availability and, sufficient capacity across the Trusts Infrastructure, Services and Applications.
- Provide system administration, data integrity checks and support for Clinical Applications .This will include but not limited to:-
- Creating and amending patient correspondence, clinical documentation templates etc.
- System Master file changes
- Helping resolve patient episode conflicts and ensure data integrity
- To provide support in Websphere Integration, ensuring message interfaces are running
- Work with other system administrator teams IT Development, Pharmacy, Radiology and Pathology to ensure that all clinical systems issues are resolved promptly.
- Liaise with system suppliers to ensure that all clinical system issues are resolved promptly.
- To provide ad-hoc assistance to contribute to the smooth running of the IT Department.
- Minimise disruption to staff and patients due to Clinical Application outages/downtimes by providing an efficient and effective support service
- Contribution towards the safeguarding of patient and other confidential data used throughout the Trust, in line with Information Governance Guidelines.
- Managing physical and electronic security and adhering to Information Governance and other related policies, particularly in ensuring the NHS deal with sensitive information in legal, secure, efficient and effective ways.
- To ensure the service desk system is updated and resolutions of the problem recorded.The nature of the post will mean that a number of activities will require completion outside the normal core office hours. The post will be part of an on-call arrangement to ensure a 24/7 IT support service is provided to the organisation. Attend Trust sites as required.
Job description
Job responsibilities
- To provide an exceptional 2nd line Problem Management service across all Clinical Applications and IT services to ensure support is delivered within the Service Level Agreement, and in line with the ITIL Best Practice framework.
- Provide a technical support service to all users, ensuring all incidents are logged, updated and fixed within Service Level Agreement and surpassed where possible.
- Support and maintain software developments created by the IT department and used in the Trust.
- Problem Solve issues including communicating with the user, investigating, resolving the issue and detailing the outcome.
- To proactively work on monitoring solutions to ensure high levels of availability and, sufficient capacity across the Trusts Infrastructure, Services and Applications.
- Provide system administration, data integrity checks and support for Clinical Applications .This will include but not limited to:-
- Creating and amending patient correspondence, clinical documentation templates etc.
- System Master file changes
- Helping resolve patient episode conflicts and ensure data integrity
- To provide support in Websphere Integration, ensuring message interfaces are running
- Work with other system administrator teams IT Development, Pharmacy, Radiology and Pathology to ensure that all clinical systems issues are resolved promptly.
- Liaise with system suppliers to ensure that all clinical system issues are resolved promptly.
- To provide ad-hoc assistance to contribute to the smooth running of the IT Department.
- Minimise disruption to staff and patients due to Clinical Application outages/downtimes by providing an efficient and effective support service
- Contribution towards the safeguarding of patient and other confidential data used throughout the Trust, in line with Information Governance Guidelines.
- Managing physical and electronic security and adhering to Information Governance and other related policies, particularly in ensuring the NHS deal with sensitive information in legal, secure, efficient and effective ways.
- To ensure the service desk system is updated and resolutions of the problem recorded.The nature of the post will mean that a number of activities will require completion outside the normal core office hours. The post will be part of an on-call arrangement to ensure a 24/7 IT support service is provided to the organisation. Attend Trust sites as required.
Person Specification
Training & Qualifications
Essential
- Degree level or equivalent qualifications or
- Demonstrable experience in a professional application management environment, preferably involving clinical applications and/or Integration engines or
- other relevant IT experience.
Desirable
- Technical user qualification
- ITIL Foundation Certificate Formal IT qualification
- Experience in the use of Remote Control Software
Experience & Knowledge
Essential
- Knowledge of computerised applications management and security practices.
- Good awareness of data protection and information security/governance issues.
- Good people/ communication skills to effectively support users working in difficult circumstances via the telephone and in person.
- Excellent customer friendly telephone manner.
- Able to work under pressure and to tight timescales.
- Able to work using own initiative to investigate and resolve problems.
- Expertise in the use of MS-Word, Excel, Explorer and Outlook.
Desirable
- Good understanding of patient administrative processes in health care sectors.
Skills & Ability
Essential
- Service-orientated, customer-focused.
- Self-motivated, enthusiastic and confident.
- Willing to learn new skills.
- Good team player, able to consult and contribute.
- Patient and flexible, even under pressure.
- Flexible approach to work outside normal office hours, when and if the need arises.
Person Specification
Training & Qualifications
Essential
- Degree level or equivalent qualifications or
- Demonstrable experience in a professional application management environment, preferably involving clinical applications and/or Integration engines or
- other relevant IT experience.
Desirable
- Technical user qualification
- ITIL Foundation Certificate Formal IT qualification
- Experience in the use of Remote Control Software
Experience & Knowledge
Essential
- Knowledge of computerised applications management and security practices.
- Good awareness of data protection and information security/governance issues.
- Good people/ communication skills to effectively support users working in difficult circumstances via the telephone and in person.
- Excellent customer friendly telephone manner.
- Able to work under pressure and to tight timescales.
- Able to work using own initiative to investigate and resolve problems.
- Expertise in the use of MS-Word, Excel, Explorer and Outlook.
Desirable
- Good understanding of patient administrative processes in health care sectors.
Skills & Ability
Essential
- Service-orientated, customer-focused.
- Self-motivated, enthusiastic and confident.
- Willing to learn new skills.
- Good team player, able to consult and contribute.
- Patient and flexible, even under pressure.
- Flexible approach to work outside normal office hours, when and if the need arises.
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.
