Job summary
We are seeking an experienced and proactive individual to act up as CSG User Support Manager for a period of 6 months, to cover a vacancy created by a secondment.
The post holder will manage the user support service provision for in in-scope digital systems in use in WVT and will lead the user support team providing it to meet the needs of the organisation.
This includes organising user support rotas including the out of hours service and managing out of hours administration.
Main duties of the job
- Day-to-day management ofCall Management Systems (Sostenuto) and Single Point of Contact (SPOC) optimisation
- Management of 24/7 service operations, including theCSC Out-of-Hours Service.
- Line management User Support team supporting their performance and development.
- KPI reporting and optimisation
This activity is primarily focussed on the EPR, EPMA and EMIS clinical systems but will extend over time to other clinical systems and non-clinical systems.
The post holder will need to become a rapid expert in these systems and assist in implementing ongoing project work and the development and updates of the existing systems eg: Single Point of Contact/Sunrise.
About us
About us
Wye Valley NHS Trust is a member of an NHS Foundation Group with South Warwickshire University NHS FT, George Eliot Hospital NHS Trust and Worcestershire Acute NHS Hospitals Trust.
Located on the border with Wales in the shadow of the Black Mountains, we provide acute and community services across Herefordshire and into parts of Powys and run Hereford County Hospital and the community hospitals in Bromyard, Leominster and Ross-on-Wye.
We are a progressive and forward looking trust with ambitious plans to improve quality and integrate patient pathways through close collaborative working with our partners to deliver the quality of care wed want for our family and friends.
More than 3,000 people work for the Trust they tell us its a great place to work, blending the busyness of a DGH with the benefits of working in a beautiful rural and unspoilt county like Herefordshire.
We can offer a great work-life balance and have a fine tradition of working with staff to help them achieve their full potential.
Russell Hardy, Trust Chairman: "The strength of the Trust is its amazing staff; a great place to work, a great place to develop your career and a great place to reach your potential."
Our values -Care, Accountability, Respect and Excellence - are at the heart of all we do. We believe in providing the right care in the right place at the right time.
Job description
Job responsibilities
To view role requirements and role responsibilities in full, please view supporting documents linked to this vacancy.
Job description
Job responsibilities
To view role requirements and role responsibilities in full, please view supporting documents linked to this vacancy.
Person Specification
Skills, Knowledge & Abilities
Essential
- Strong understanding of service support operations and escalation processes.
- Ability to work closely with other teams
- Understanding NHS policies and Strategies, including DP & IG Toolkit
- Able to manage own time and workload effectively and meet agreed deadlines
Qualifications
Essential
- Degree level education in IT or similar and/or equivalent experience
- Experience in supporting digital programme/change
- IT Service Management Qualification (ITIL) or equivalent experience
- Working knowledge early life support following project implementation
- Proven NHS environment experience
Desirable
- Understanding project management or working towards a qualification
Experience
Essential
- Supervising and managing others
- Experience working in a Support Services environment
- Experience working with Out of Hours support groups
Personal Attributes
Essential
- Flexible approach and openness and readiness to adapt to change
- Can demonstrate initiative, creativity, flexibility and a personal ethos for continuous improvement
- Self motivated
Person Specification
Skills, Knowledge & Abilities
Essential
- Strong understanding of service support operations and escalation processes.
- Ability to work closely with other teams
- Understanding NHS policies and Strategies, including DP & IG Toolkit
- Able to manage own time and workload effectively and meet agreed deadlines
Qualifications
Essential
- Degree level education in IT or similar and/or equivalent experience
- Experience in supporting digital programme/change
- IT Service Management Qualification (ITIL) or equivalent experience
- Working knowledge early life support following project implementation
- Proven NHS environment experience
Desirable
- Understanding project management or working towards a qualification
Experience
Essential
- Supervising and managing others
- Experience working in a Support Services environment
- Experience working with Out of Hours support groups
Personal Attributes
Essential
- Flexible approach and openness and readiness to adapt to change
- Can demonstrate initiative, creativity, flexibility and a personal ethos for continuous improvement
- Self motivated
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
Additional information
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.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website (Opens in a new tab).
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants (Opens in a new tab).
