Job summary
The post holder will be responsible for the day to day supervision of the Application Support Team delivering support, administration, technical management, and maintenance of the Trusts Applications. This role is for an experienced Senior Application Support Analyst to join the Application Support Team, within the ICT department, reporting to the Application Support Manager.
A key component of the Princes Alexandra Hospitals application estate is the Electronic Health Record (EHR). The post-holder will ensure that the functionality reflects the operational working of the Trust and local Health Economy in recording patient activity and providing a means of communication with patients. They will manage the production of information used to support commissioning activity as well as statutory information requirements and at all times ensure the integrity, security and accuracy of the data recorded.
The EHR system comprises of the main Patient Administration System modules, Emergency Department, Maternity, Admissions, Discharges and Transfers, Outpatient Referral and Management, Bed Management and the Electronic Discharge Summary. The Application Support team are responsible for support and assisting in developing this system.
Main duties of the job
???????The system must be maintained and made available to trained users to record patient activity in a timely and accurate manner. Correct recording of data onto these systems is fundamental for Information Governance, Patient Safety, Operational Management and Commissioning. Many of the Trusts Performance Indicators are also dependant on the quality and completeness of the data provided from the EHR for various external NHS bodies.
The Application Support team will support additional Trust systems such as Electronic Observations, Summary Records / Portals and numerous other systems. The post-holder will be expected to provide management, support and development of such systems in a similar fashion to the EHR system.
There is a requirement for this role to operate as part of an on-call rota as and when required additionally there will be the requirement for flexible working to ensure there is appropriate cover for the supported hours
About us
The Princess Alexandra Hospital NHS Trust (PAHT) is proud to care for the communities of West Essex, delivering safe, compassionate, and high-quality services. We are part of the Neighbourhood Wave; a national programme thats changing how care is delivered by focusing on prevention, early support, and more joined-up services across health, social care, and the voluntary sector.
This means were working more closely with local partners to bring care closer to home and support people to live healthier, more independent lives.
Were a supportive and inclusive organisation that values its people. We offer development opportunities, flexible working, and a strong focus on wellbeing. As a Disability Confident and equal opportunities employer, we welcome applicants from all backgrounds and experiences.
Join us and help shape the future of care in West Essex.
Job description
Job responsibilities
Main duties of the job
Systems Management:
- To build clinic templates when requested / approved on the ICT system.
- To manage the demand of clinic builds and assist with prioritisation.
- Monitor the system housekeeping activities and ensure timely resolution of any queries raised by the IT helpdesk that need further investigation.
- Assisting in the maintenance of security of the EHR live environment in accordance with the NHS IM&T Security Manual, the Trust’s Security/Confidentiality Policy including locally defined polices and/or procedures.
- Modify existing user security access groups based on updated policies.
- Ensure the electronic communications database is up to date and transmit any failed discharge summaries and letters.
- Manage access control for users.
- Initiate and monitor system audit trail events.
- Responsible for release management.
- Manage the testing and quality assurance of new system software, upgrades and patch release software for EHR and other systems.
- Liaise with the Trust IT service desk in the provision of second and third line application support.
- Manage the EHR system test and training environment.
- Work with the Application Support Team to manage and control the application support queue in the ITSM.
- Ensure that the correct call details are managed and maintained in the ITSM.
- Ensure that calls are responded to agreed Service Level Agreements.
- Work with the parameters of ITSM with regards to incident, problem and change management.
- Ensure that all changes proposed to the EHR environment are thoroughly tested before application and that any fixes are managed through robust change management processes.
- Ensure that all roles adhere to Role Based Access Control (RBAC) standards adopted by the Trust.
Incident & Problem Management:
- Be responsible for working through the Application Support ITSM queue ensuring that incidents are prioritised accurately, delegated appropriately and resolutions applied within SLA.
- To have expert knowledge of the various SLAs associated with application support.
- Be a lead expert in the resolution of application related incidents.
- To work with local clinical, non-clinical and third party suppliers in the resolution of such incidents.
- To be able to prioritise numerous incidents of varying severity and effectively manage the resolution of all incidents within the agreed service levels.
- To provide expert software configuration management for PAH applications.
- To ensure the production of procedures, planning, reporting, change control documents, audit documents and version control.
- To be pro-active in being able to decipher when a problem has occurred and ensure that it is managed under the problem management process.
- To work with the Service Management Specialist in ensuring that workarounds are implemented to the agreed standards and respective problems monitored until resolution under SLA.
- Where there is no immediate resolution available, ensure that an effective workaround is in place, communicate that to end-users, document it in the knowledge base and manage the resolution within the SLA.
- To develop and maintain a robust understanding of the systems to facilitate report writing either using add on tools or using the reporting capabilities of the application.
Change Control:
- To manage and/or provide expert software configuration management for PAH applications, to include the production of procedures, planning, reporting, change control preparation documents, audit and version control.
- To ensure that the integrity of databases is maintained at all times.
- To ensure that applications are current and continue to be configured in such a way as to meet relevant clinical, managerial and technical standards.
- To provide leadership to system specific user groups/forums.
- Establish baseline and maintain change records of configuration of PAH applications in all instances.
- To ensure that relevant proposed changes to live applications have been tested thoroughly and documented in the test environment and signed off, prior to application in the live environment.
- Prepare and maintain local configuration procedures and training material for application support staff.
- Establish baseline and maintain configuration / change records of interface settings for the relevant applications to include – maintain records of field mappings, oversee code mappings, document message pathways between systems, keep records of variations to standard mappings, review any system release documentation for implications for interface mappings.
- To actively participate in the Change Advisory Board meetings and provide feedback when required to the application support staff.
- To support changes being applied to live environments.
- Monitor and assess the release of information standard notices and ensure any notices that need to be actioned by the department are brought to the attention of the Application Support Manager.
Assist in providing Training to system users at all levels:
Assist the Trust IT Training team to deliver application training across all staff groups both internal and external to the Trust when required for major project initiatives.
- Ensure that relevant administrative functions are adhered to when training and respective systems are kept up to date to reflect end user learning.
- Explore alternative methods of training delivery with the IT training team.
- Assist the training team in the creation and maintenance of user guides for new developments and system management guides within the application team.
Job description
Job responsibilities
Main duties of the job
Systems Management:
- To build clinic templates when requested / approved on the ICT system.
- To manage the demand of clinic builds and assist with prioritisation.
- Monitor the system housekeeping activities and ensure timely resolution of any queries raised by the IT helpdesk that need further investigation.
- Assisting in the maintenance of security of the EHR live environment in accordance with the NHS IM&T Security Manual, the Trust’s Security/Confidentiality Policy including locally defined polices and/or procedures.
- Modify existing user security access groups based on updated policies.
- Ensure the electronic communications database is up to date and transmit any failed discharge summaries and letters.
- Manage access control for users.
- Initiate and monitor system audit trail events.
- Responsible for release management.
- Manage the testing and quality assurance of new system software, upgrades and patch release software for EHR and other systems.
- Liaise with the Trust IT service desk in the provision of second and third line application support.
- Manage the EHR system test and training environment.
- Work with the Application Support Team to manage and control the application support queue in the ITSM.
- Ensure that the correct call details are managed and maintained in the ITSM.
- Ensure that calls are responded to agreed Service Level Agreements.
- Work with the parameters of ITSM with regards to incident, problem and change management.
- Ensure that all changes proposed to the EHR environment are thoroughly tested before application and that any fixes are managed through robust change management processes.
- Ensure that all roles adhere to Role Based Access Control (RBAC) standards adopted by the Trust.
Incident & Problem Management:
- Be responsible for working through the Application Support ITSM queue ensuring that incidents are prioritised accurately, delegated appropriately and resolutions applied within SLA.
- To have expert knowledge of the various SLAs associated with application support.
- Be a lead expert in the resolution of application related incidents.
- To work with local clinical, non-clinical and third party suppliers in the resolution of such incidents.
- To be able to prioritise numerous incidents of varying severity and effectively manage the resolution of all incidents within the agreed service levels.
- To provide expert software configuration management for PAH applications.
- To ensure the production of procedures, planning, reporting, change control documents, audit documents and version control.
- To be pro-active in being able to decipher when a problem has occurred and ensure that it is managed under the problem management process.
- To work with the Service Management Specialist in ensuring that workarounds are implemented to the agreed standards and respective problems monitored until resolution under SLA.
- Where there is no immediate resolution available, ensure that an effective workaround is in place, communicate that to end-users, document it in the knowledge base and manage the resolution within the SLA.
- To develop and maintain a robust understanding of the systems to facilitate report writing either using add on tools or using the reporting capabilities of the application.
Change Control:
- To manage and/or provide expert software configuration management for PAH applications, to include the production of procedures, planning, reporting, change control preparation documents, audit and version control.
- To ensure that the integrity of databases is maintained at all times.
- To ensure that applications are current and continue to be configured in such a way as to meet relevant clinical, managerial and technical standards.
- To provide leadership to system specific user groups/forums.
- Establish baseline and maintain change records of configuration of PAH applications in all instances.
- To ensure that relevant proposed changes to live applications have been tested thoroughly and documented in the test environment and signed off, prior to application in the live environment.
- Prepare and maintain local configuration procedures and training material for application support staff.
- Establish baseline and maintain configuration / change records of interface settings for the relevant applications to include – maintain records of field mappings, oversee code mappings, document message pathways between systems, keep records of variations to standard mappings, review any system release documentation for implications for interface mappings.
- To actively participate in the Change Advisory Board meetings and provide feedback when required to the application support staff.
- To support changes being applied to live environments.
- Monitor and assess the release of information standard notices and ensure any notices that need to be actioned by the department are brought to the attention of the Application Support Manager.
Assist in providing Training to system users at all levels:
Assist the Trust IT Training team to deliver application training across all staff groups both internal and external to the Trust when required for major project initiatives.
- Ensure that relevant administrative functions are adhered to when training and respective systems are kept up to date to reflect end user learning.
- Explore alternative methods of training delivery with the IT training team.
- Assist the training team in the creation and maintenance of user guides for new developments and system management guides within the application team.
Person Specification
Qualifications
Essential
- Post graduate degree or equivalent
- ITIL V3 Foundation
- NHS, Training and Testing Experience
Desirable
- IT or professional clinical qualification desired
Experience
Essential
- Advanced experience in the management of Patient Databases
- Experience of end-user application training
- Experience in Project Management
- Experience of providing application support in an NHS Acute environment
- Advanced knowledge and experience of working with relational databases
- Minimum of 5 years experience working in a similar role
- Experience of building reports in relational database systems
- Experience of using service desk software for call logging and incident
- management
Person Specification
Qualifications
Essential
- Post graduate degree or equivalent
- ITIL V3 Foundation
- NHS, Training and Testing Experience
Desirable
- IT or professional clinical qualification desired
Experience
Essential
- Advanced experience in the management of Patient Databases
- Experience of end-user application training
- Experience in Project Management
- Experience of providing application support in an NHS Acute environment
- Advanced knowledge and experience of working with relational databases
- Minimum of 5 years experience working in a similar role
- Experience of building reports in relational database systems
- Experience of using service desk software for call logging and incident
- management
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.
