Nottingham University Hospitals NHS Trusts

Application Management Support Officer

This job is now closed

Job summary

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 assist 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

About us

With over 19,000 staff, we are one of the biggest employers in the city with a central role in supporting the health and wellbeing of our local population. We play a leading role in research, education and innovation.

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 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.

Date posted

22 January 2025

Pay scheme

Agenda for change

Band

Band 4

Salary

£26,530 to £29,114 a year per annum

Contract

Permanent

Working pattern

Full-time

Reference number

164-6746046

Job locations

QMC

Derby road

Nottingham

NG7 2UH

Job description

Job responsibilities

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