Central and North West London NHS Foundation Trust
The ICT Applications Support Analysts will be responsible for the day-to-day support and technical resolution of all CNWL's ICT Clinical and Non-Clinical applications, including engaging with networking, infrastructure, and associated technical teams to provide support for the CNWL service users. CNWL ICT's infrastructure services have been outsourced to a Strategic Managed Infrastructure Provider.
The Applications Support Analyst will provide support to the ICT Head of Applications Support, ICT Applications Lead, ICT Business Partners, Head of ICT Programme/Project Delivery, and the ICT Project Managers to ensure that programmes and projects are delivered effectively and supported efficiently in accordance with established quality standards and processes, ensuring that the programme/project objectives set are met. They will continuously improve the support and delivery of ICT implementations (pre and post go-live) by taking responsibility for ensuring the service applications user requests, upgrades, and changes are managed effectively.
The successful applicant may have contact with patients or service users. As an NHS Trust, we strongly encourage and support vaccination as this remains the best way to protect yourself, your family, your colleagues, and of course patients and service users when working in our healthcare settings.
Main duties of the job
* Trust-wide responsibility for developing, implementing, maintaining, and monitoring all policies and procedures relating to Clinical and Non-Clinical application management.
* Ensure that root cause analysis is performed for application incidents.
* Ensure all changes to the Trust's applications adhere to the formal Change Management process, ensuring that the risk of failure is mitigated.
* Ensure that risks and issues are formally identified and dealt with effectively, and that the change process addresses both the technical and people/training aspects of the change being introduced.
* Responsible for the identification of potential critical risks and issues of the application portfolio to mitigate this risk and impact of occurrence.
* Ensure that all complaints and untoward incidents are properly reported and handled in accordance with Trust Policy.
* Own the applications technical environments required to support testing, training, User Acceptance Testing, and Production.
* Ensure that regular systems audits are in place and any corrective action/resolution is managed to agreed criticality and timescale.
* Ensure that User Acceptance criteria is identified and captured during the requirements gathering process.
* Highlight data quality issues to the appropriate managers (including systems managers) making recommendations for resolution.
* Responsible for ensuring that a strong governance and assurance framework with regard to the application portfolio is in place.
About us
* To support the organisation's ways of working, model its values, and champion CNWL's way of working "More Time for Care".
* To participate in appraisals and personal reviews and work to achieve agreed set objectives.
* To participate in appropriate training and development activities.
* To participate in team, professional, and personal development activities and promote commitment to continuous development and improvement.
* To ensure the health, safety, and wellbeing of all staff within the directorate.
* To ensure compliance with all confidentiality and governance requirements within the department.
* To adhere to professional codes of conduct at all times.
Job responsibilities
* Proactively work with the business and third-party suppliers with the aim of reducing the third-party supplier support and maintenance budget through negotiation to leverage economies of scale, together with tracking supplier performance against penalty targets.
* Identify ICT business requirements of stakeholders/customers, prepare functional specifications, and contribute as a service expert to the development of mandates and business cases.
* Work with the Business Partners' work streams as a subject matter expert to ensure that requirements are captured and documented using CNWL approved methodology.
* Investigate the maturity of business processes by working with the ICT Business Partners, identifying any settings where processes may need to change or are yet to be put in place.
* Work with both technical and non-technical stakeholders to develop service specifications based on business and information requirements.
* Develop ongoing processes to review Clinical applications, resulting in new processes that contribute towards improved performance.
* Ensure that changes to requirements are documented to the required quality criteria, reflecting safe continuation of existing processes.
* Ensure that regular systems audits are in place and any corrective action/resolution is managed to agreed criticality and timescale.
* Work with other process contributors to ensure the correct sequence of events to facilitate robust information being captured and acted upon within the System Management and Support areas.
Person Specification
Education and Qualifications
* Educated to Degree level or equivalent level of experience in a health information or statistical subject.
* ITIL Foundation.
* Prince 2 Foundation.
Previous Experience
* Experience of Healthcare systems implementation from requirements, testing, implementation, and support services.
* NHS experience or other health or public sector experience.
* Experience of Healthcare EPR systems/applications including EPR Application, integration, and interface including different application and technical elements of the EPR.
Skills and Knowledge
* Verify the accuracy, currency, completeness, and relevance of information used during problem management activities.
* Expert in Microsoft Excel, Word, and PowerPoint.
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.
Central and North West London NHS Foundation Trust
£44,806 to £53,134 a year per annum including Inner HCAS.
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