Job summary
Job Ref: IM&TS 078Salary Scale: Band 5 (£29,970 - £36,843) depending on qualifications and experienceHours: 37.5 hours per week, Permanent
Notes: This post may be asked to contribute to the 24 hour "on call" commitment of IM&T Services for which additional payments apply.
This post offers an exciting opportunity to join our Application Support Team within IM&T Services which is responsible for delivering Application Support, Training and Testing for the Oxford University Hospitals NHS Foundation Trust and associated healthcare organisations.
Information Management and Technology Services (IM&T Services) provide support to Oxford University Hospitals NHS Foundation Trust users as well as to several other Health organisations across Oxfordshire. This involves supporting over 13,000 workstations and printers, circa 18,000 staff users of systems, and over 1200 servers (over 85% virtual). During 2022, IM&T Services responded to 122,000 calls and were involved in multiple projects.
Main duties of the job
The successful applicant will play a significant role in providing training support for users of the Electronic Patient Record (Cerner Millennium), as well as contributing to project support activities to enable the continued delivery of our Digital Programme.
Primarily you will be required to support the delivery of core Electronic Patient Record training for clinical, nursing and administrative staff and assist with the creation and maintenance of learning materials. This may include interactive eLearning, videos and written training guides.
You may also be required to investigate and resolve service incidents/requests logged via our Digital Service Desk or assist with the testing of system enhancements, upgrades and fixes to provide solution assurance.
We are looking for a team player who has some experience in providing systems training for end-users. This challenging role offers a career development opportunity for an enthusiastic, organised and motivated individual with knowledge of ICT and proven experience of working in a customer focused environment. Previous experience of working in an NHS or healthcare environment and knowledge of Cerner Millennium is desirable but not essential.
Please note that parts of this role will involve on-site working.
No unsolicited emails from agencies please.
About us
Oxford University Hospitals NHS Foundation Trust is one of the largest NHS teaching trusts in the country. It provides a wide range of general and specialist clinical services and is a base for medical education, training and research. The Trust comprises four hospitals - the John Radcliffe Hospital, Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury. For more information on OUH please view OUH At a Glance by OUHospitals - Issuu
Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community.
We call this Delivering Compassionate Excellence and its focus is on our values of compassion, respect, learning, delivery, improvement and excellence.
These values put patients at the heart of what we do and underpin the quality healthcare we would like for ourselves or a member of our family. Watch how we set out to deliver compassionate excellence via the OUH YouTube channel.
Job description
Job responsibilities
Training delivery and support for all appropriate identified staff, as applicable, within our organization, on a comprehensive range of supported applications including Cerner Millennium (EPR), Dragon (Voice Recognition) and NHS e-Referral Service (eRS). Teaches, instructs and/or trains end users, techniques and skills using appropriate methods, tools, online environments, equipment and materials. The students may be of administrative, nursing clinical background and have differing levels of ability. Supervises end-users undertaking hands-on system training, advising and assisting where necessary. Supports administration processes including, maintaining training records, dealing with course bookings, registering new users, and creating on-line learning accounts. Assists in the creation of training materials as appropriate for projects, new developments and upgrades as required. Review and revise existing training materials. To provide system training support to users logging requests via the Digital Service Desk. To support the delivery of project work in line with development to patient systems both internally and external. Execution and reporting of testing of Training Environments, using appropriate testing tools and techniques.
Please refer to the Job Description & Personal Specification for further information.
Job description
Job responsibilities
Training delivery and support for all appropriate identified staff, as applicable, within our organization, on a comprehensive range of supported applications including Cerner Millennium (EPR), Dragon (Voice Recognition) and NHS e-Referral Service (eRS). Teaches, instructs and/or trains end users, techniques and skills using appropriate methods, tools, online environments, equipment and materials. The students may be of administrative, nursing clinical background and have differing levels of ability. Supervises end-users undertaking hands-on system training, advising and assisting where necessary. Supports administration processes including, maintaining training records, dealing with course bookings, registering new users, and creating on-line learning accounts. Assists in the creation of training materials as appropriate for projects, new developments and upgrades as required. Review and revise existing training materials. To provide system training support to users logging requests via the Digital Service Desk. To support the delivery of project work in line with development to patient systems both internally and external. Execution and reporting of testing of Training Environments, using appropriate testing tools and techniques.
Please refer to the Job Description & Personal Specification for further information.
Person Specification
Educational Background
Essential
- GCSE 'C' grade or equivalent in English and Maths
- Educated to 'A' Level standard or comparable organisational experience
- System Testing Qualification e.g. BCS Software Testing Foundation/Intermediate (ISEB)
- Educated to Degree standard or comparable organisational experience
Desirable
- IT qualifications
- Recognised relevant training/teaching qualification, e.g. Post-Graduate Certificate in Adult Education; Certified Trainer Assessment Programme (TAP); Institute of IT Training
- Prince 2 Foundation
- ITIL Foundation course
- Probably educated to bachelor's degree level or holds a relevant professional qualification (ASUP3Q).
Previous experience
Essential
- Office experience
- Previous experience of a Help Desk/User Support function
- Familiar with Customer Service Techniques
- Experience of system testing and testing techniques
- Experience of supporting IT system implementations
- Delivery of adult training teaching
- Basic understanding of Prince 2 methodology
- Experience of managing and controlling large documents and maintaining accurate records and documentation.
- Experience of business process workflows
- Has achieved proficiency in the Task of Application support - Level 2 or at Level 2 in another related SFIA Skill (ASUP3E)
Desirable
- Experience of either working in the health industry (public or private) or for a private company supplying health industry
- Experience of Electronic Patient Record (EPR) systems
- Developing training courses and materials
- Experience of creating and maintaining test scripts
- Facilitation of "open learning", catering for students with a wide range of ability and covering a wide range of software
Technical Knowledge/ IT Skills
Essential
- Good Knowledge of Browser Technology
- Knowledge of Application Systems
- Basic Knowledge of ICT
- Proficient with Microsoft Office
- Awareness of clinical systems
- Setting up training equipment (laptops, projectors, screens, hubs, cabling)
Desirable
- Knowledge/experience of automated test tools
- Detailed knowledge of Cerner Millennium
- Prince 2 project foundation
Communication & Relationship skills
Essential
- Good team skills
- Ability to communicate effectively, including sensitive situations
- Excellent oral, written & visual presentation skills
Desirable
- Ability to relate appropriately to various professional groups within the Trust
- Proven ability to instruct groups of varying ability and confidence level
- Ability to negotiate and achieve consensus where there are multiple views
- Experience of facilitating workshops/managing focus groups
- Good mentoring skills
- Good coaching skills
Personal attributes
Essential
- Organised
- Good interpersonal skills
- Flexibility
- Patient & sympathetic
- Interested in helping people
- Highly motivated
- Ability to multi-task and work without supervision
- Ability to work on own initiative
- Logical approach
- Calm temperament
- Professional appearance
- Flexible approach to workload
- Good personal presence
- Empathetic
- Credibility
- Discreet/Diplomatic
Knowledge & Skills
Essential
- Knowledge of IT and application system training
- Proficient Presentation Skills
- Analytical approach to problem solving
- Ability to effectively train users
- Manage own time and workload effectively
- Ability to identify gaps in available information requirements, understanding a problem or situation and devising remedy for gaps
- Ability to organise and prioritise own work schedules with minimal supervision
- Customer focussed
- Conceptual thinking
- Report writing techniques
- Demonstrates good oral and written communication skills and has a good understanding of the business processes which the application(s) support, and a good knowledge of the software involved. Has sound knowledge of information systems development processes or networks or other skill areas which are relevant to the role and the applications to be supported
Desirable
- In depth knowledge of Patient Administration Systems
- ITIL Foundation
- Analyse training needs
- Ability to analyse training effectiveness
- Knowledge and experience of the working practices of patient facing NHS departments
Person Specification
Educational Background
Essential
- GCSE 'C' grade or equivalent in English and Maths
- Educated to 'A' Level standard or comparable organisational experience
- System Testing Qualification e.g. BCS Software Testing Foundation/Intermediate (ISEB)
- Educated to Degree standard or comparable organisational experience
Desirable
- IT qualifications
- Recognised relevant training/teaching qualification, e.g. Post-Graduate Certificate in Adult Education; Certified Trainer Assessment Programme (TAP); Institute of IT Training
- Prince 2 Foundation
- ITIL Foundation course
- Probably educated to bachelor's degree level or holds a relevant professional qualification (ASUP3Q).
Previous experience
Essential
- Office experience
- Previous experience of a Help Desk/User Support function
- Familiar with Customer Service Techniques
- Experience of system testing and testing techniques
- Experience of supporting IT system implementations
- Delivery of adult training teaching
- Basic understanding of Prince 2 methodology
- Experience of managing and controlling large documents and maintaining accurate records and documentation.
- Experience of business process workflows
- Has achieved proficiency in the Task of Application support - Level 2 or at Level 2 in another related SFIA Skill (ASUP3E)
Desirable
- Experience of either working in the health industry (public or private) or for a private company supplying health industry
- Experience of Electronic Patient Record (EPR) systems
- Developing training courses and materials
- Experience of creating and maintaining test scripts
- Facilitation of "open learning", catering for students with a wide range of ability and covering a wide range of software
Technical Knowledge/ IT Skills
Essential
- Good Knowledge of Browser Technology
- Knowledge of Application Systems
- Basic Knowledge of ICT
- Proficient with Microsoft Office
- Awareness of clinical systems
- Setting up training equipment (laptops, projectors, screens, hubs, cabling)
Desirable
- Knowledge/experience of automated test tools
- Detailed knowledge of Cerner Millennium
- Prince 2 project foundation
Communication & Relationship skills
Essential
- Good team skills
- Ability to communicate effectively, including sensitive situations
- Excellent oral, written & visual presentation skills
Desirable
- Ability to relate appropriately to various professional groups within the Trust
- Proven ability to instruct groups of varying ability and confidence level
- Ability to negotiate and achieve consensus where there are multiple views
- Experience of facilitating workshops/managing focus groups
- Good mentoring skills
- Good coaching skills
Personal attributes
Essential
- Organised
- Good interpersonal skills
- Flexibility
- Patient & sympathetic
- Interested in helping people
- Highly motivated
- Ability to multi-task and work without supervision
- Ability to work on own initiative
- Logical approach
- Calm temperament
- Professional appearance
- Flexible approach to workload
- Good personal presence
- Empathetic
- Credibility
- Discreet/Diplomatic
Knowledge & Skills
Essential
- Knowledge of IT and application system training
- Proficient Presentation Skills
- Analytical approach to problem solving
- Ability to effectively train users
- Manage own time and workload effectively
- Ability to identify gaps in available information requirements, understanding a problem or situation and devising remedy for gaps
- Ability to organise and prioritise own work schedules with minimal supervision
- Customer focussed
- Conceptual thinking
- Report writing techniques
- Demonstrates good oral and written communication skills and has a good understanding of the business processes which the application(s) support, and a good knowledge of the software involved. Has sound knowledge of information systems development processes or networks or other skill areas which are relevant to the role and the applications to be supported
Desirable
- In depth knowledge of Patient Administration Systems
- ITIL Foundation
- Analyse training needs
- Ability to analyse training effectiveness
- Knowledge and experience of the working practices of patient facing NHS departments
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).
