Main area: Digital services
Grade Band: 4
Contract: Permanent
Hours: Full time - 8-4 9-5 but can be flexible to fit the need of the service
Job ref: 164-6746046
Employer: Nottingham University Hospitals NHS Trust
Employer type: NHS
Site: QMC
Town: Nottingham
Salary: £26,530 - £29,114 per annum
Salary period: Yearly
Closing: 02/02/2025 23:59
Application Management Support Officer
Band 4
Job overview
The post holder is a member of the Digital & Information Application Management Team as an Application Support officer, providing support to the application managers and assisting in numerous activities essential to new and existing systems which contribute to our Electronic Patient Care Record.
They should demonstrate excellent organisational, administrative and planning skills, have an extensive understanding of web and office IT systems, and be able to use these efficiently and productively. The postholder should demonstrate initiative, work proactively, adapt and stay calm under pressure, and have excellent communication and interpersonal skills. They are required to be organised and respond well to working as a member of a team.
The post holder will be based at the QMC Hospital Campus; however, this role would suit hybrid working with some time spent working from home. There may be travel required across both campuses. This will be extended into the Community where Digital Services deliver services to our Community Health Colleagues. The post holder will be expected to play an integral part in incident management and may be required to participate in an on-call rota, supporting the needs of the business.
Main duties of the job
1. To develop and maintain an in-depth knowledge of the patient systems to advise the customers in making best use. This will include understanding the capabilities of the systems together with why and how they are used in the Trust.
2. To prioritise, provide and coordinate 2nd line Service Desk support when responding to and resolving queries placed by customers via the Service Desk.
3. To respond to system enquiries, working with the Hospital Systems. Where necessary ensuring problems are monitored, and that escalation is invoked as appropriate.
4. Determine whether there are patterns emerging in the nature or characteristics of requests being logged and recommend remedial action. Any recurring problems should be flagged with the live service manager and Digital Product team Manager for appropriate action to be taken.
5. To adhere to the SLAs between the Trust and their principal internal and external software suppliers. Liaising as appropriate with suppliers to resolve problems, using application knowledge to resolve issues efficiently.
6. Constantly monitoring and managing calls that are with our customers and external suppliers, ensuring updates to the calls are added and communicated to all involved.
7. Active monitoring of digital systems – To proactively monitor all Cardiology systems checking for anomalies and actioning as appropriate.
8. Creation of administrative templates in the various clinical systems as required.
9. Provide input into the scoping of additional service requests as required.
10. Management of shared team mailboxes and shared areas.
11. To undertake any other duties which may reasonably be required.
12. Communicate updates to users where appropriate, informing of progress, providing an estimated resolution time if possible.
13. The individual must have outstanding customer service skills/experience when dealing with end users either in person or by means of electronic communication such as email, telephone or via the service management system.
Administration
1. MUI: Multi User Incident. Respond to an incident by contacting/visiting affected areas to gather details of system issues and how widely the trust is affected. Liaising with Digital Products Team Manager and the Live service Manager. Monitor and report the situation throughout the duration of the MUI.
2. Respond to queries dealing with problems and determining appropriate course of action.
3. Sort, log, distribute and prioritise incoming email to the generic mailbox for the team using judgement and experience to decide which information/documents may be passed directly to other members of the team for action and information.
4. Triage queries submitted and respond where appropriate and forward for responses where beyond the scope of the role.
5. Arrange maintenance/repairs of general office equipment; photocopier, printers; PCs as required.
6. Provide reciprocal cover for other administrative staff during absences.
7. Maintain electronic distribution lists and update same regularly.
8. Be proactive in the identification of workload issues affecting service provision and assist the Application Team to implement action plans to resolve issues.
9. Providing guidance and advice on role relevant policies and procedures.
10. To participate in incident management and on-call rota requirements as required.
Person specification
* Achieved grades years of experience
* Achieved grades years of experience within the trust
* Knowledge of trust systems
* Working in an acute setting
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Come and join our wonderful team at NUH. We are big believers in diversity and welcome new ideas to help develop our team in order to deliver world class healthcare to the vast patient populations we serve. With endless personal development opportunities available, at the NUH we will endeavour to turn your job into a career!
We particularly welcome applications from people who identify as Black, Asian and Minority Ethnic, or Disabled, as we are striving to be better represented at NUH.
Closing Dates
Please submit your application form as soon as possible to avoid disappointment; we reserve the right to close vacancies prior to the published closing date if we receive a sufficient number of completed application forms.
Communication
All communication related to your application will be via the email address you have provided. Please ensure you check your email account including your junk email regularly.
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