Working Patterns: We recognise that 9-5 doesn't work for everyone, so we have a range of working patterns available to suit your work/life balance. Our friendly team will work with you to find the best fixed pattern for us both.
Generous annual leave entitlement: Standard 25 days + 8 bank holidays, increasing with service up to 33 days + 8 bank holidays. Pro Rata/ Per Annum
Main duties of the job
As an IT Application Support Analyst you will act as a subject matter expert in IT applications and assist in the BAU incidents, service requests, changes, implementation, development, continuing support and expansion of all application systems at all applicable operational sites throughout the Midlands.
Job responsibilities
Solution Design:
1. Working as lead or as part of a team with technical services, clinical services and users to identify a range of solutions for defined business requirements.
2. Provide expert consultancy regarding the implications of configuration changes across clinical/nonclinical applications including the interdependencies for workflows.
Solution Development:
1. Develop production quality builds on development or demonstration environments and manage the testing and promotion of these into production.
2. Design new, streamlined or more efficient process and practices supported by capabilities and functionality within clinical/non-clinical applications.
3. Capture and analyse problem definitions and develop the documentation of resolutions or workarounds from these findings.
4. Management of both development and demonstration environments including the periodic refresh of these environments from live.
Solution Documentation:
1. To understand and document current workflows and process maps within the application and clinical service design.
2. To develop process maps through workshops, observations of working practice and reviews with individuals and to document these as part of business-as-usual documentation or as requirements of projects.
Application Support and Problem Resolution:
1. To provide high quality customer service using wherever possible non-technical language to reduce misunderstanding.
2. Receive, monitor, take ownership for and resolve logged calls in the Adastra application queues.
3. Manage calls, maintain an accurate and timely record of all reported incidents, workarounds and resolutions within the DHU Service Desk toolset.
4. To adhere to all processes and procedures for the delivery of secure and reliable Application Services including Incident, Problem and Change Management processes.
5. To strive to deliver in line with agreed Service Levels and escalate where necessary if this is not achievable.
Person Specification
Qualifications
1. Educated to degree level or have equivalent experience.
2. Experience of applying the principles of ITIL.
3. Incident Management, Problem Management and Change and Release Management.
4. Experience of producing high quality systems documentation.
5. Experience working in an NHS Trust or large NHS organisation.
6. Ability to manage and drive projects to implement large scale system deployments.
7. Accurately follow documented procedures.
8. Proven experience of workload planning and delivery of key targets within a service environment.
9. Adastra knowledge/configuration (Desirable).
10. Right to work in the UK.
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.
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