Job summary
Would you like to make a real difference to the lives of 3.1 million people?
We have an exciting opportunity for a Support and Business Analyst to join the Digital Services for Patients and the Public (DSPP) programme, to support and develop the operations for the NHS Wales App. This is a great opportunity to join a new established team within the organisation, enabling you to participate and influence the service delivery to support the public and patients for the NHS Wales App.
The NHS Wales App is a user-facing solution accessible to anyone living in Wales, allowing them to proactively manage health and connect to trusted information on health, care and wellbeing services. The DSPP programme will also develop the technology for suppliers and practitioners across health and care services in Wales to deploy digital services in a joined-up, safe and secure way, opening-up NHS Wales for future innovations in health and care digital services. Members of the public work with our team, alongside medical and care practitioners, to co-produce this technology and ensure the needs of our community are met.
Main duties of the job
We are looking for a motivated individual, who thrives working as a team, committed to providing a high-quality service and ready to join this exciting new journey. The role will cover the second line support function for the NHS Wales App. The successful applicant will be keen to develop and learn new skills, share knowledge, and support other members of the team. The role will be working closely with a variety of stakeholders including the DSPP Programme, Service Management and Primary Care. This is an opportunity to develop your technical skills and knowledge of the Microsoft Azure Platform, including monitoring performance, failures and application insights.
The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.
The post holder will support the IT operations for the NHS Wales App within the second line operational support team, working to the ITIL best practice to participate in the resolution of incidents, problems and changes. They will have the ability to analyse technical issues and action in accordance with DHCW policies, processes and procedures. The post holder will have excellent communication skills and able to create positive relationships with stakeholders at all levels. They will be able to prioritise their own workload using own initiative, with a confident and positive approach to work.
About us
Digital Health and Care Wales (DHCW) is part of the NHS Wales family and has an important role in changing the way health and care services are delivered through technology and data. The organisation supports frontline staff with modern systems and access to important information about their patients, while empowering the people of Wales to manage their own health through digital NHS Wales services.
Working for DHCW offers lots of employee benefits, including flexible working, a competitive salary, 28 days of annual leave plus Bank Holidays and opportunities for career development. We are committed to recognising and celebrating our staff as the most valuable part of our organisation.
Join our game changing, life-saving team and start making a real difference to health and care services in Wales.
Job description
Job responsibilities
- Second line support for the NHS Wales App calls
- Service Point call management service requests and incidents
- Technical troubleshooting of calls using Microsoft Azure Application Insights
- Identifying improvements for support function
- Call resolution prioritising calls and workload
- Responding to user and patient queries
- Knowledge sharing with other support teams
- Problem record creation and management
- Documentation creation and development, SOPs, Work Instructions, user guides
- Liaising with internal and external teams tofacilitate service delivery and support
This post is fixed term until 31/05/25 due to meet the needs of the service
Although this post has been advertised as a fixed term appointment, NHS staff will be offered the appointment as a secondment. If you wish to apply for a secondment, you must have the approval of your line manager. This position may be extended or made permanent at the end of the fixed term/secondment period depending on available funding and business needs.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.
Job description
Job responsibilities
- Second line support for the NHS Wales App calls
- Service Point call management service requests and incidents
- Technical troubleshooting of calls using Microsoft Azure Application Insights
- Identifying improvements for support function
- Call resolution prioritising calls and workload
- Responding to user and patient queries
- Knowledge sharing with other support teams
- Problem record creation and management
- Documentation creation and development, SOPs, Work Instructions, user guides
- Liaising with internal and external teams tofacilitate service delivery and support
This post is fixed term until 31/05/25 due to meet the needs of the service
Although this post has been advertised as a fixed term appointment, NHS staff will be offered the appointment as a secondment. If you wish to apply for a secondment, you must have the approval of your line manager. This position may be extended or made permanent at the end of the fixed term/secondment period depending on available funding and business needs.
The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac.
Person Specification
Qualifications and/or Knowledge
Essential
- Educated to degree level or equivalent experience
Desirable
- TIL V3 Foundation Accreditation or equivalent knowledge and experience
Experience
Essential
- Extensive experience in Information and IT Service delivery and support
- Proven record in service delivery and 2nd line support
- In depth knowledge of Service Provision standards and their application (ITIL particularly)
Desirable
- Experience of working in an NHS/Healthcare or Public Sector environment.
- Understanding of NHS Clinical/Administrative Information and IT requirements
Person Specification
Qualifications and/or Knowledge
Essential
- Educated to degree level or equivalent experience
Desirable
- TIL V3 Foundation Accreditation or equivalent knowledge and experience
Experience
Essential
- Extensive experience in Information and IT Service delivery and support
- Proven record in service delivery and 2nd line support
- In depth knowledge of Service Provision standards and their application (ITIL particularly)
Desirable
- Experience of working in an NHS/Healthcare or Public Sector environment.
- Understanding of NHS Clinical/Administrative Information and IT requirements
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).
