Job summary
An exciting opportunity has arisen to join the Clinical Systems Team at Walsall Healthcare NHS Trust as a Clinical Systems Support Officer.You will work as part of a friendly, dynamic and dedicated Clinical Systems team with a strong focus on delivery of high quality service support.
The role will have a significant part to play in in digital transformation, deploying and supporting leading edge Clinical Systems across the Trust.
Full training will be provided and Hybrid working will also be considered after a probation period.
The Clinical Systems Team is responsible for the lifecycle maintenance, administration of several core clinical systems and front line service desk support for customers based at both the Trust and some local external NHS organisations.
Experience of providing 1st or 2nd Line support in a customer focused environment is essential.
The post holder will be required to monitor the incident management software and manage the resolution of any application support issues which have been assigned to the team within agreed service levels using a ITSM framework (e.g., ITIL).
Other key areas of the job will be system configuration, maintenance, testing, projects, ensuring data quality and integrity of Clinical Systems.
As member of the team, you will be expected to play a vital role providing product knowledge to the organisation to support continuous service improvement.
Main duties of the job
Main duties of the jobWalsall Healthcare NHS Trust has several clinical applications which are managed by the Clinical Systems Team. These include
- ICE Order Comms
- GE PACS (Picture Archiving and Communication System)
- GE CCW Cardiology / Echo PACS
- Lillie (Sexual Health Systems)
- Pharmacy Systems (EMIS Ascribe)
- BadgerNet
- Asset management systems
- Sectra IEP
- HSS CRIS (RIS)
- PACNET
The post holder will be responsible for providing a clinical system support function for these applications and their users. This involves undertaking general administration i.e. configuration, user accounts, housekeeping, supporting upgrades, user queries and general fault finding.
The post holder will assist with investigating and resolving calls to assigned via an incident management portal, by establishing the problem with the user, triaging the incident and managing it through to resolution.
This role will provide support for the clinical systems and will require the logging of support calls with third party suppliers, as required.
As a member of this you will be expected to play a vital role within the Clinical Systems Team providing product knowledge to the organisation to support continuous process improvement.
All support documentation must be prepared and maintained regularly to reflect the many different system changes that can and do take place.
About us
Walsall Healthcare NHS Trust is an integrated Trust and the only provider of NHS acute care in Walsall, serving a population of 286,700, providing inpatient and outpatient services at the Manor Hospital as well as a wide range of services in the community. Walsall Manor houses the full range of district general hospital services under one roof. The £170 million development was completed in 2010 and the continued upgrading of existing areas ensures the Trust now has a state-of-the-art Critical Care Unit, Neonatal Unit, Obstetric Theatre, and Integrated Assessment Unit facilities. Work is also well underway on its multi-million pound new Urgent and Emergency Care Centre which will house a new Emergency Department (including Children's Emergency Department), co-located Paediatric Assessment Unit, Acute Medical Unit and Urgent Care Centre. This is scheduled for completion this year.
We would particularly welcome applications from people from a BME background and people with a disability as these groups are currently under-represented at senior level. We value diversity within our Trust and are working to achieve equality in our recruitment.
We support flexible working for all employees and prospective applicants.
Any settled workers meeting the requirements must be offered the position in preference to any non-resident candidates meeting the requirements, unless the role falls under a PhD-level code, in which case sponsorship may be attained.
Job description
Job responsibilities
Key Responsibilities
- Responsible for monitoring incoming requests from the Digital Service Desk and resolve / escalate these in line with agreed service level agreements (SLA) as required.
- Supporting the Trusts use of clinical systems that include, but are not limited to:
- ICE Order Comms
- GE PACS (Picture Archiving and Communication System)
- GE CCW Cardiology / Echo PACS
- Lillie (Sexual Health Systems)
- Pharmacy Systems (EMIS Ascribe)
- BadgerNet
- Asset management systems
- Sectra IEP
- HSS CRIS (RIS)
- SystemC Careflow (Medway) PAS
- PACNET
- The post holder will take responsibility for maintaining data integrity. Regular housekeeping tasks must be carried out to ensure that digital systems operate smoothly and efficiently and that they are available to users during agreed times including occasional support outside of normal working hours.
- Identify user data errors and correct them thus avoiding potential risks to patient care and subsequently avoiding clinical incidents.
- Manage clinical system user accounts. Allocation of appropriate system security to those users in accordance with IT security policies.
- Prepare and manage support documentation for digital systems as required.
- The post holder will be involved in identifying and resolving software problems and faults. This will include liaison with other teams , Digital Services and also third party suppliers of digital systems.
- Escalate, where appropriate, to the senior colleagues.
- Responsible for minor application changes to systems when required
- Involvement in the testing of planned system changes and incident resolutions
- Involvement in Change Management techniques by testing application procedures in a test environment to ensure any changes will be successful before releasing in a live environment. The post holder may be required to write test scripts.
- The post holder will be expected to investigate potential solutions to systems problems and to make recommendations for consideration by the Clinical Systems manager.
- The post holder must approach system problems methodically. System issues can be complicated and resolving issues can require great concentration.
- Sensitivity and confidentiality is of paramountimportance as access to a wide range of confidential sensitive and patient identifiable information is routine to the post.
- The post holders will be expected to communicate on a multidisciplinary level with clinicians, doctors, other medical staff, administrative staff, Digital Services and project managers, etc.
- Make suggestions to the line management and Operational Services team on application issues.
- Liaise and advise with outside contractors\staff
Job description
Job responsibilities
Key Responsibilities
- Responsible for monitoring incoming requests from the Digital Service Desk and resolve / escalate these in line with agreed service level agreements (SLA) as required.
- Supporting the Trusts use of clinical systems that include, but are not limited to:
- ICE Order Comms
- GE PACS (Picture Archiving and Communication System)
- GE CCW Cardiology / Echo PACS
- Lillie (Sexual Health Systems)
- Pharmacy Systems (EMIS Ascribe)
- BadgerNet
- Asset management systems
- Sectra IEP
- HSS CRIS (RIS)
- SystemC Careflow (Medway) PAS
- PACNET
- The post holder will take responsibility for maintaining data integrity. Regular housekeeping tasks must be carried out to ensure that digital systems operate smoothly and efficiently and that they are available to users during agreed times including occasional support outside of normal working hours.
- Identify user data errors and correct them thus avoiding potential risks to patient care and subsequently avoiding clinical incidents.
- Manage clinical system user accounts. Allocation of appropriate system security to those users in accordance with IT security policies.
- Prepare and manage support documentation for digital systems as required.
- The post holder will be involved in identifying and resolving software problems and faults. This will include liaison with other teams , Digital Services and also third party suppliers of digital systems.
- Escalate, where appropriate, to the senior colleagues.
- Responsible for minor application changes to systems when required
- Involvement in the testing of planned system changes and incident resolutions
- Involvement in Change Management techniques by testing application procedures in a test environment to ensure any changes will be successful before releasing in a live environment. The post holder may be required to write test scripts.
- The post holder will be expected to investigate potential solutions to systems problems and to make recommendations for consideration by the Clinical Systems manager.
- The post holder must approach system problems methodically. System issues can be complicated and resolving issues can require great concentration.
- Sensitivity and confidentiality is of paramountimportance as access to a wide range of confidential sensitive and patient identifiable information is routine to the post.
- The post holders will be expected to communicate on a multidisciplinary level with clinicians, doctors, other medical staff, administrative staff, Digital Services and project managers, etc.
- Make suggestions to the line management and Operational Services team on application issues.
- Liaise and advise with outside contractors\staff
Person Specification
Qualifications
Essential
- Diploma Level qualification in a relevant IT subject or equivalent experience
- GCSE Grade 4 or above in Maths and English or equivalent
Experience
Essential
- Experience of System Management for systems included in the vacancy
- Experience of using ITSM frameworks to support system management.
- Demonstrable experience of working on clinical systems
Skills
Essential
- Ability to work autonomously and under pressure, prioritising conflicting demands in a fast paced and challenging environment
- Incident management to agreed SLA's
- Ability to learn and develop skills further
- Troubleshooting skills
- Ability to work on own initiative, to prioritise and plan workloads.
Desirable
- Flexible approach to working practices and willing to learn new skills
Person Specification
Qualifications
Essential
- Diploma Level qualification in a relevant IT subject or equivalent experience
- GCSE Grade 4 or above in Maths and English or equivalent
Experience
Essential
- Experience of System Management for systems included in the vacancy
- Experience of using ITSM frameworks to support system management.
- Demonstrable experience of working on clinical systems
Skills
Essential
- Ability to work autonomously and under pressure, prioritising conflicting demands in a fast paced and challenging environment
- Incident management to agreed SLA's
- Ability to learn and develop skills further
- Troubleshooting skills
- Ability to work on own initiative, to prioritise and plan workloads.
Desirable
- Flexible approach to working practices and willing to learn new skills
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).
