Job summary
We are at a pivotal stage of our digital journey and have an ambitious portfolio of digital technology initiatives ahead of us, all grounded around - empowering patients and service users; improving the experience navigating the healthcare system and joining up systems and data across to better meet the needs of citizens.
This role is part of the Application Operations team (an integral part of IT Operations), who are responsible for:
- Maintaining our applications, keeping the lights on and ensuring they remain supported, fit-for-purpose and meeting the needs of our end users
- As application subject matter experts, contributing to the design and development of new products and services
- Improving user experience in our systems and processes
- Proactively maintaining our application portfolio and reducing technical debt
There are a number of different teams within Application Operations, aligned to specific user needs / functions.
Main duties of the job
As a lead analyst, you will be responsible for:
- Leading and developing a team of analysts
- Setting out an application strategy and roadmap for your portfolio of applications, connecting this to the bigger picture (strategy) & business priorities
- Resolving issues/problems that occur, and proactively identifying problems - keeping our applications available performing well for our end users
- Establishing a "learning" culture from incidents and problems
- Identifying, shaping and leading continuous improvement initiatives
An example of some of the applications you will support (but not limited to, as business requirements evolve / change):
- Electronic Medical Record (EMR) platform
- Patient Administration System (PAS)
- Voice Recognition and Digital Dictation
- Clinical Documentation and Workflow systems
- Theatres Scheduling and Workflow
- Regional and National Integrated Systems
You will put people at the heart of everything you do - with a relentless focus on user experience and ensuring all our user needs are met across sites at Moorfields Eye Hospital NHS Foundation Trust.
About us
At Moorfields, we provide more than just an excellent career and great colleagues to work with. We also offer:
- Salary including High-Cost Area Supplement
- Opportunity to join the NHS Pension Scheme
- Free 24/7 independent counselling service
- Learning and development opportunities
- Easy and quick transport links
- A range of attractive benefits and discounts
- Access to Blue Light Card and other NHS Discount Schemes
- Free Pilates classes
- Full support and training to develop your skills
- Flexible working friendly organisation
And so much more! To see the full range of benefits we offer please see our Moorfields benefits document.
Job description
Job responsibilities
A lead application operations analyst contributes to the application strategy and the strategy for security administration, and the operation of multiple applications
At this role level, you will:
- liaise with leads within IT operations on how applications are performing and changes that need to be put in place
- potentially manage and maintain certain aspects of an application (depending on the complexity and size of a project, and the likely impact it will have on the business)
Skills needed for this role
- Leadership. Provide leadership and line management to the direct team, and wider IT Operations teams. You will lead an application operations team, managing absence and financial management, developing the teams skills and capabilities to meet the needs of the organisation and healthcare partners, as well as building on existing recruiting capabilities to address new needs or skill gaps
- Incident management. You can lead the investigation and resolution of incidents, including Post Incident Reviews (PIRs) for your service portfolio for critical or major events.
- Problem management. You can ensure that the right actions are taken to investigate, resolve and anticipate problems. You can coordinate the team to investigate problems, implement solutions and take preventive measures.
- Change management. You can deal with high-impact and/or risk, complex change requests. You know how to ensure that release policies, procedures and processes are applied.
- Asset and configuration management. Conduct life cycle management for assets including hardware, software, intellectual property, licenses and warranties. Manage usage, disposal, compliance, inventory, sustainability, cost optimisation and protection of the asset portfolio. Help to improve investment decisions and capitalise on opportunities. Document information relating to assets including identification, classification and specification of all items, and information related to storage, access and versions. Apply status accounting and auditing in line with relevant criteria.
- Availability and capacity management. You can ensure the correct implementation of standards and procedures, identifying capacity issues, stipulating the required changes and instigating these. You know how to initiate remedial action.
- Continual service improvement. You know how to analyse current processes, identify and implement opportunities to optimise processes, and lead and develop a team of experts to deliver service improvements. You help to evaluate and establish requirements for the implementation of changes by setting policy and standards.
- Ownership and initiative. You can take accountability of issues that occur and be proactive in searching for potential problems. You know how to achieve excellent user outcomes.
- Service focus. You know how to see the bigger picture and can investigate how to get the best of underlying services. You will represent the service in service design and transition activities, to ensure a smooth transition of products from delivery into live service
- Service Reporting. Responsible for ensuring that the service management platform is kept up-to-date with all Customer Service activities at an individual and team level. Produce relevant reports in a standard format and agreed timeframe. Work with important stakeholders to discuss any changes in the reporting processes. Add a commentary that provides an interpretation of the data set.
- Technical specialism. You know the direction for future technologies. You can deliver a model to support and maintain those future technologies and any databases that co-exist in the current environment.
- Technical understanding. You thoroughly understand the technical and security concepts required for the role and can explain how these fit into the wider technical landscape.
- Testing. Manage the planning of system and acceptance tests, co-ordinating both functional and non-functional specifications. You can hold responsibility for managing testing activities within development or integration activities. You know how to manage risks and can take preventative action when risks become unacceptable. You can manage customer relations.
- User focus. You know how to collaborate with users and can represent users internally. You understand the difference between user needs and the desires of the user. You can champion user research to focus on all users. You can prioritise and define approaches to understand the user story, guiding others in doing so. You can offer recommendations on the best tools and methods to be used.
Other Duties:
- Participate in the on-call service
- Deputise for the IT Service Manager as required
- Occasional work may be required outside of core business hours to support major projects / programmes
- All other reasonable requests
- Develop and maintain a network of professionals to enable continuous learning and a community which can share, learn, and keep up to date on the application landscape.
Job description
Job responsibilities
A lead application operations analyst contributes to the application strategy and the strategy for security administration, and the operation of multiple applications
At this role level, you will:
- liaise with leads within IT operations on how applications are performing and changes that need to be put in place
- potentially manage and maintain certain aspects of an application (depending on the complexity and size of a project, and the likely impact it will have on the business)
Skills needed for this role
- Leadership. Provide leadership and line management to the direct team, and wider IT Operations teams. You will lead an application operations team, managing absence and financial management, developing the teams skills and capabilities to meet the needs of the organisation and healthcare partners, as well as building on existing recruiting capabilities to address new needs or skill gaps
- Incident management. You can lead the investigation and resolution of incidents, including Post Incident Reviews (PIRs) for your service portfolio for critical or major events.
- Problem management. You can ensure that the right actions are taken to investigate, resolve and anticipate problems. You can coordinate the team to investigate problems, implement solutions and take preventive measures.
- Change management. You can deal with high-impact and/or risk, complex change requests. You know how to ensure that release policies, procedures and processes are applied.
- Asset and configuration management. Conduct life cycle management for assets including hardware, software, intellectual property, licenses and warranties. Manage usage, disposal, compliance, inventory, sustainability, cost optimisation and protection of the asset portfolio. Help to improve investment decisions and capitalise on opportunities. Document information relating to assets including identification, classification and specification of all items, and information related to storage, access and versions. Apply status accounting and auditing in line with relevant criteria.
- Availability and capacity management. You can ensure the correct implementation of standards and procedures, identifying capacity issues, stipulating the required changes and instigating these. You know how to initiate remedial action.
- Continual service improvement. You know how to analyse current processes, identify and implement opportunities to optimise processes, and lead and develop a team of experts to deliver service improvements. You help to evaluate and establish requirements for the implementation of changes by setting policy and standards.
- Ownership and initiative. You can take accountability of issues that occur and be proactive in searching for potential problems. You know how to achieve excellent user outcomes.
- Service focus. You know how to see the bigger picture and can investigate how to get the best of underlying services. You will represent the service in service design and transition activities, to ensure a smooth transition of products from delivery into live service
- Service Reporting. Responsible for ensuring that the service management platform is kept up-to-date with all Customer Service activities at an individual and team level. Produce relevant reports in a standard format and agreed timeframe. Work with important stakeholders to discuss any changes in the reporting processes. Add a commentary that provides an interpretation of the data set.
- Technical specialism. You know the direction for future technologies. You can deliver a model to support and maintain those future technologies and any databases that co-exist in the current environment.
- Technical understanding. You thoroughly understand the technical and security concepts required for the role and can explain how these fit into the wider technical landscape.
- Testing. Manage the planning of system and acceptance tests, co-ordinating both functional and non-functional specifications. You can hold responsibility for managing testing activities within development or integration activities. You know how to manage risks and can take preventative action when risks become unacceptable. You can manage customer relations.
- User focus. You know how to collaborate with users and can represent users internally. You understand the difference between user needs and the desires of the user. You can champion user research to focus on all users. You can prioritise and define approaches to understand the user story, guiding others in doing so. You can offer recommendations on the best tools and methods to be used.
Other Duties:
- Participate in the on-call service
- Deputise for the IT Service Manager as required
- Occasional work may be required outside of core business hours to support major projects / programmes
- All other reasonable requests
- Develop and maintain a network of professionals to enable continuous learning and a community which can share, learn, and keep up to date on the application landscape.
Person Specification
Education / Qualifications
Essential
- Degree, or equivalent relevant level of experience with additional specialist knowledge
- Relevant application qualification or equivalent experience
- Service management qualification or equivalent experience (example: ITIL)
Desirable
- Relevant management / leadership qualification or equivalent experience to degree level
- Delivery management qualification or equivalent experience (Agile, PRINCE2, etc)
Experience
Essential
- Experience of leading user/customer-centric teams and delivering on continuous service improvement initiatives
- Experience of working within a Service Management Framework (ITIL, etc) and expert working knowledge of key practices (incident, problem, change, service request, etc)
- Experience of solving complex problems for users through the use of technology requiring analysis, interpretation and a comparison of a range of options
- Experience of managing multiple applications, and Application Lifecycle Management (ALM)
- Experience of supporting the transition of products from Delivery into Live Service
Desirable
- Supervision and direct line management of a team- including (but not limited to) - recruitment, capability and performance, training, leadership, motivation, absence
- Management of financial budgets for a team (pay, on-call, consumables)
- Experience of management products / services in healthcare (NHS)
Skills and Knowledge
Essential
- Lead the end-to-end service provision - covering Service Management practices (incident, problem, change, service request, etc)
- Lead service improvement and re-design initiatives, including policy implementation for own area, and proposing changes to policy and processes beyond own area
- Identify training needs and develop a professional development framework with your team
- Prioritisation of work - within the team and across the wider directorate
- Meet set targets or metrics for service
- Autonomous working and can delegate appropriately
- Good communication skills - tailoring your message for your audience, providing and receiving highly complex, sensitive and/or contentious information, able to communicate complex technical information in a simple way to stakeholders
- Strong technical knowledge and ability to keep ahead of digital and technology initiatives
- Use and develop our Service Management, Quality Assurance Testing, and Delivery Management tooling
- Systematic and methodical approach to problem solving
Personal Qualities
Essential
- Relentless focus on user needs and experience
- Problem-solving mindset - focusing on improving outcomes
- Seeing the bigger picture - understand how your work and the work of your team supports wider objectives and meets the diverse needs of stakeholders
- Able to work well within a busy environment
Person Specification
Education / Qualifications
Essential
- Degree, or equivalent relevant level of experience with additional specialist knowledge
- Relevant application qualification or equivalent experience
- Service management qualification or equivalent experience (example: ITIL)
Desirable
- Relevant management / leadership qualification or equivalent experience to degree level
- Delivery management qualification or equivalent experience (Agile, PRINCE2, etc)
Experience
Essential
- Experience of leading user/customer-centric teams and delivering on continuous service improvement initiatives
- Experience of working within a Service Management Framework (ITIL, etc) and expert working knowledge of key practices (incident, problem, change, service request, etc)
- Experience of solving complex problems for users through the use of technology requiring analysis, interpretation and a comparison of a range of options
- Experience of managing multiple applications, and Application Lifecycle Management (ALM)
- Experience of supporting the transition of products from Delivery into Live Service
Desirable
- Supervision and direct line management of a team- including (but not limited to) - recruitment, capability and performance, training, leadership, motivation, absence
- Management of financial budgets for a team (pay, on-call, consumables)
- Experience of management products / services in healthcare (NHS)
Skills and Knowledge
Essential
- Lead the end-to-end service provision - covering Service Management practices (incident, problem, change, service request, etc)
- Lead service improvement and re-design initiatives, including policy implementation for own area, and proposing changes to policy and processes beyond own area
- Identify training needs and develop a professional development framework with your team
- Prioritisation of work - within the team and across the wider directorate
- Meet set targets or metrics for service
- Autonomous working and can delegate appropriately
- Good communication skills - tailoring your message for your audience, providing and receiving highly complex, sensitive and/or contentious information, able to communicate complex technical information in a simple way to stakeholders
- Strong technical knowledge and ability to keep ahead of digital and technology initiatives
- Use and develop our Service Management, Quality Assurance Testing, and Delivery Management tooling
- Systematic and methodical approach to problem solving
Personal Qualities
Essential
- Relentless focus on user needs and experience
- Problem-solving mindset - focusing on improving outcomes
- Seeing the bigger picture - understand how your work and the work of your team supports wider objectives and meets the diverse needs of stakeholders
- Able to work well within a busy environment
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).
