Nottingham University Hospitals (NUH) is the biggest employer in Nottingham with over 19,000 staff
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
Site: QMC
Town: Nottingham
Salary: £26,530 - £29,114 per annum
Salary period: Yearly
Closing: 02/02/2025 23:59
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
* Experience 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.
NUH are now able to offer application completion support and interview preparation support. Please follow the link to book onto our sessions: Support for NUH Job Applications.
If you are aged 16 or 17 and applying for a role that is more than 20 hours a week, please be aware that you will be asked to commence an Apprenticeship within the Trust alongside your role, as long as there is a suitable apprenticeship standard available.
Salary: The quoted salary will be on a pro rata basis for part-time workers.
Disability Confidence: All applicants who have declared a disability and who meet the essential criteria for the post will be shortlisted.
At Risk of redundancy: NHS employees within the East Midlands who are ‘at risk’ of redundancy will be given a preferential interview where they meet the essential criteria of the person specification.
ID and Right to work checks: NUH authenticate ID and right to work documentation including passports and driving licenses through a system called Trust ID.
Consent:
* Transfer of information: If I have previous NHS service - I consent to the transfer of my Electronic Staff Record (ESR) data between this and other NHS Trusts.
* Disclosure and Barring Service: Your post may be subject to a DBS check which incurs a cost dependent on the level of check required (£42.90 for enhanced and £22.90 for standard).
For more information about our organisation and the career opportunities available, please visit our website and/or follow us on Instagram, Twitter, and Facebook.
Employer certification / accreditation badges
The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.
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