London Care Record Senior Support Analyst

Job description

Job responsibilities

To develop software in corporate and clinical systems in line with the changing needs of the Trust, ensuring a clear understanding of procedure and protocol as well as ensuring high quality at all times.In conjunction with the Senior Integration and Solution Architect, manage and action all requests for change building new functionality as required.To assist with the planning and implementation of HIE system upgrades, providing technical advice to users to enable them to deliver the potential benefits of IT systems.To ensure the Trust maximises the benefits and minimises the dis-benefits of the HIE System. This is turn requires the post holder to contribute to the change management/ transformation activities associated with the Service and communicate complex issues to a wide range of staff.To deputise for the Senior Integration and Solution Architect as required.Provide guidance and specific technical training.The post holder will develop good working relationships across the local GP community, London Boroughs of Lewisham, Greenwich, Bexley and Bromley, Health and Social Care and local CCGs as appropriate.The post holder will act as a focal point for liaison with all IT team members and clinical staff from within the Trust, local boroughs, local CCGs and social care in order to facilitate collaborative working and mutually beneficial solutions to clinical application issues between the Trust and community.Assist with identifying new training needs and support the development of appropriate materials to support and encourage change or improvementAssist the Senior IT Trainer in delivering training to services in Clinical systems and data quality policies and procedures where required.Monitor system performance, user levels and other KPIs as directed by the System Team Manager.

System SupportTo provide in-depth specialist knowledge of key LGT managed IT systems. To ensure that Lewisham and Greenwich systems are maintained to a very high standard at all times, taking a particular interest in developing own knowledge of how systems work and their potential to benefit the Trust.

To receive prioritise and resolve HIE Service issues using the IT Service Desk system ensuring logs are closed within specific timeframes or escalating to another division of the IT Department.To apply high level specialist knowledge and logic to trouble shooting problems ensuring the relevant personnel are involved or consulted for advice to resolve problems thoroughly and quickly.To take ownership and lead on the resolution of issues impacting on HIE operational workflow and patient pathway processes. To ensure good communication and working relationships with the relevant personnel to keep them informed of progress or outstanding problems.To undertake root cause analysis of complex issues and devise system configuration, workflow or process changes.To liaise with the line manager regarding recurring problems and assist with identifying and implementing long-term solutions.To liaise with HIE Systems suppliers on a regular basis to identify problems with software highlighted by Trust staff.2.2 To help to develop processes, policies and procedures, particularly HIE documentation, to ensure robust management of systems within IT Department.To provide specialist site specific knowledge and feedback to HIE Suppliers and participate in system design and change process activities linked to the development of the HIE service at Lewisham and Greenwich.To participate and co-ordinate the testing of new software releases and updates and highlight problems which need to be escalated to Systems suppliers.To test other systems or functions when needed and manage faults through to resolution.To regularly maintain and update the key master files and tables associated with the day-to-day operations of the HIE System.To work without supervision and prioritise queries, incorporating departmental policies and procedures.To able to work under pressure with constant interruptions and constantly prioritise workload in line with the need of the Lewisham and Greenwich site.To liaise with the line manager on new ideas to improve the service.Work as the liaison between the local health communities and the IT team.Proactively promote the use of HIE within the Trust and local health communities, ensuring medical engagement in the system.Demonstrate to user groups how HIE can enable the Trust to meet its targets and plans for patient care/patient choice.The post holder will:

• Deliver HIE support to users and support upgrades including assisting with testing.Ensure faults are fixed within timescales defined by the Trusts SLA meeting required KPIs.Effectively monitor the HIE supplier.Ensure business continuity plans are in place.In conjunction with Service Leads develop service specific Standard Operating Procedures (SOPS).Contribute to the development of policies and procedures that support HIE.Plan and implement delivery of HIE configuration work packages as assigned by the HIE System Manager.Work closely with IT colleagues to achieve the overall aims of the department.

Person Specification

Qualifications and Training

Essential

• Educated to degree level or equivalent experience
• Evidence of continuous personal and professional development

Desirable

• ITIL Foundation
• Educated to Master or equivalent experience

Experience

Essential

• Minimum 2 years' experience in systems support.
• Participation and understanding of change management linked to the deployment of IT systems. In depth knowledge of Cerner.

Desirable

• NHS Experience
• NHS Systems Knowledge

Knowledge

Essential

• Microsoft Office
• Good customer care attitude
• Cerner build experience
• Good problem solving and negotiating skills
• Proven Ability to communicate effectively with health professionals on different levels
• Proven Ability to express complex issues both orally and in writing in an easily understood manner for a range of audiences.
• Ability to deal with conflicting views from service users
• Knowledge of Data Protection Act and Information Governance
• Experience of Cerner Millennium and HIE

Desirable

• Knowledge and experience of large system deployments within a healthcare environment
• Knowledge and experience of healthcare

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.

Employer details

Employer name

Lewisham and Greenwich NHS Trust

Address

Old Town Hall

Catford

London

SE6 4RU

Employer's website

https://www.lewishamandgreenwich.nhs.uk/ (Opens in a new tab)