Job summary
We are at a pivotal stage of our digital journey and have an ambitious portfolio of digital technology initiatives ahead of us, all grounded around - empowering patients and service users; improving the experience navigating the healthcare system and joining up systems and data across to better meet the needs of citizens.
Main duties of the job
This role is part of our configuration team, who are responsible for the configuration of our core clinical applications.o Maintaining our applications, keeping the lights on and ensuring they remain supported, fit-for-purpose and meeting the needs of our end userso As application subject matter experts, contributing to the design and development of new products and serviceso Improving user experience in our systems and processeso Proactively maintaining our application portfolio and reducing technical debt
There are a number of different teams within Application Operations, aligned to specific user needs / functions. As an analyst within the Configuration team, you will be responsible for:
o Liaising with clinical and operational staff to gather requirements for configuration requests following through to actiono Performing user and security administration for a portfolio of applications - covering Joiners, Leavers, Movers (JLM), role-based access control (RBAC) based on least privilege, and other build / configuration activitieso Identify, troubleshoot and resolve incidents and problems affecting our applications and end userso Contributing to, and supporting the delivery of continuous improvement initiative
About us
At Moorfields, we provide more than just an excellent career and great colleagues to work with. We also offer:
o Salary including High-Cost Area Supplemento Opportunity to join the NHS Pension Schemeo Free 24/7 independent counselling serviceo Learning and development opportunitieso Easy and quick transport linkso A range of attractive benefits and discountso Access to Blue Light Card and other NHS Discount Schemeso Free Pilates classeso Full support and training to develop your skillso Flexible working friendly organisation
And so much more! To see the full range of benefits we offer please see our Moorfields benefits document.
Job description
Job responsibilities
Skills needed for this role Incident management: You can identify and register incidents, gathering the required information and allocating it to the appropriate channel. Problem management: You can investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical, operational). You can contribute to the implementation of remedies and preventative measures. Change management: You can implement simple changes based on requests for change. You know how to apply change control procedures. Asset and configuration management: You can maintain secure configuration and accurate information, controlling IT assets in one or more significant areas, and verifying location and state of assets. Availability and capacity management: You know how to manage service components to ensure they meet business needs and performance targets. Continual service improvement: You can implement policies and propose process efficiency and common ways in which processes are optimised. You can support specific activities to improve processes. You can spot or identify obvious deficiencies. Financial Management: personal duty of care in relation to IT equipment, resources and authoriser for small payments. Ownership and initiative: You can own an issue until a new owner has been found or the problem has been mitigated or resolved. Service focus: You can take inputs and establish coherent frameworks that work. Technical specialism: You can assist in technical support activities and carry out agreed / routine maintenance and administration tasks. Technical understanding: You know about the subject matter and have an understanding of what it involves. You will have an understanding of Application Lifecycle Management (ALM) and experience in supporting one, or more applications. Testing: You can execute test scripts under supervision. You understand the role of testing and how it works. Service Reporting: You ensure the service management platform is up-to-date at all times with Customer Service activities. You can collect data from repositories and provide basic reporting. User focus: You can identify needs and engage with users or stakeholders to collate user needs evidence. You understand and can define research that fits user needs. You can use quantitative and qualitative data about users to turn user focus into outcomes.
Other Duties: Potentially participating in the on-call service Occasional work may be required outside of core business hours to support major projects / programmes All other reasonable requests
Job description
Job responsibilities
Skills needed for this role Incident management: You can identify and register incidents, gathering the required information and allocating it to the appropriate channel. Problem management: You can investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical, operational). You can contribute to the implementation of remedies and preventative measures. Change management: You can implement simple changes based on requests for change. You know how to apply change control procedures. Asset and configuration management: You can maintain secure configuration and accurate information, controlling IT assets in one or more significant areas, and verifying location and state of assets. Availability and capacity management: You know how to manage service components to ensure they meet business needs and performance targets. Continual service improvement: You can implement policies and propose process efficiency and common ways in which processes are optimised. You can support specific activities to improve processes. You can spot or identify obvious deficiencies. Financial Management: personal duty of care in relation to IT equipment, resources and authoriser for small payments. Ownership and initiative: You can own an issue until a new owner has been found or the problem has been mitigated or resolved. Service focus: You can take inputs and establish coherent frameworks that work. Technical specialism: You can assist in technical support activities and carry out agreed / routine maintenance and administration tasks. Technical understanding: You know about the subject matter and have an understanding of what it involves. You will have an understanding of Application Lifecycle Management (ALM) and experience in supporting one, or more applications. Testing: You can execute test scripts under supervision. You understand the role of testing and how it works. Service Reporting: You ensure the service management platform is up-to-date at all times with Customer Service activities. You can collect data from repositories and provide basic reporting. User focus: You can identify needs and engage with users or stakeholders to collate user needs evidence. You understand and can define research that fits user needs. You can use quantitative and qualitative data about users to turn user focus into outcomes.
Other Duties: Potentially participating in the on-call service Occasional work may be required outside of core business hours to support major projects / programmes All other reasonable requests
Person Specification
Education / Qualifications
Essential
- Degree, or equivalent level of experience
- Relevant application qualification or equivalent experience
- Service management qualification or equivalent experience (example: ITIL)
Desirable
- Management / leadership qualification or equivalent experience
- Delivery management qualification or equivalent experience (Agile, PRINCE2, etc)
Experience
Essential
- Experience of being part of user/customer-centric teams and delivering on continuous service improvement initiatives
- Experience of working within a Service Management Framework (ITIL, etc) and expert working knowledge of key practices (incident, problem, change, service request, etc)
- Experience of managing IT systems / applications, and Application Lifecycle Management (ALM)
- Experience of solving complex problems for users through the use of technology
Desirable
- Experience of supporting the transition of products from Delivery into Live Service
- Demonstrates own activities to new, or less experienced employees, day-to-day supervision, coaching and mentoring of other team members
- Understanding of managing financial budgets for your team (pay, on-call, consumables)
- Experience of management products / services in healthcare (NHS)
Skills and knowledge
Essential
- Be part of the day-to-day service provision - covering Service Management practices (incident, problem, change, service request, etc)
- Contribute and support the delivery of service improvement and re-design initiatives
- Contribute to the training needs analysis and professional development of the team
- Implement policies and propose changes to practices for your own area
- Able to prioritise work
- Meet set targets or metrics
- Autonomous working and can delegate appropriately
- Good communication skills - tailoring your message for your audience, able to communicate complex technical information in a simple way to stakeholders
- Good technical knowledge
- Use Service Management, Quality Assurance Testing, and Delivery Management tooling
- Systematic and methodical approach to problem solving
Personal qualities
Essential
- Relentless focus on user needs and experience
- Problem-solving mindset - focusing on improving outcomes
- Seeing the bigger picture - understand how your work and the work of your team supports wider objectives and meets the diverse needs of stakeholders
- Able to work well within a busy environment
Person Specification
Education / Qualifications
Essential
- Degree, or equivalent level of experience
- Relevant application qualification or equivalent experience
- Service management qualification or equivalent experience (example: ITIL)
Desirable
- Management / leadership qualification or equivalent experience
- Delivery management qualification or equivalent experience (Agile, PRINCE2, etc)
Experience
Essential
- Experience of being part of user/customer-centric teams and delivering on continuous service improvement initiatives
- Experience of working within a Service Management Framework (ITIL, etc) and expert working knowledge of key practices (incident, problem, change, service request, etc)
- Experience of managing IT systems / applications, and Application Lifecycle Management (ALM)
- Experience of solving complex problems for users through the use of technology
Desirable
- Experience of supporting the transition of products from Delivery into Live Service
- Demonstrates own activities to new, or less experienced employees, day-to-day supervision, coaching and mentoring of other team members
- Understanding of managing financial budgets for your team (pay, on-call, consumables)
- Experience of management products / services in healthcare (NHS)
Skills and knowledge
Essential
- Be part of the day-to-day service provision - covering Service Management practices (incident, problem, change, service request, etc)
- Contribute and support the delivery of service improvement and re-design initiatives
- Contribute to the training needs analysis and professional development of the team
- Implement policies and propose changes to practices for your own area
- Able to prioritise work
- Meet set targets or metrics
- Autonomous working and can delegate appropriately
- Good communication skills - tailoring your message for your audience, able to communicate complex technical information in a simple way to stakeholders
- Good technical knowledge
- Use Service Management, Quality Assurance Testing, and Delivery Management tooling
- Systematic and methodical approach to problem solving
Personal qualities
Essential
- Relentless focus on user needs and experience
- Problem-solving mindset - focusing on improving outcomes
- Seeing the bigger picture - understand how your work and the work of your team supports wider objectives and meets the diverse needs of stakeholders
- Able to work well within a busy environment
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.
