Band 5 IT Systems Officer-Bath

Job description

Job responsibilities

1. To provide day to day business as usual support for Trust IT Systems.

2. Manage own workload ensuring incident and service requests are resolved within Service Level agreements.

3. Participate in the configuration, testing, tuning of IT systems appropriate to the role supporting deployment of patches, upgrades and managing individual tasks through the change management process.

4. Responsible for liaising with stakeholders to promote understanding of Trust systems providing support and training as necessary. Articulate and collate their requirements.

5. Responsible for identifying IT systems bugs, performance and stability issues and reporting these to the relevant party, this being the supplier, IT system managers or other IT support teams.

6. Responsible for the logging of IT system faults with suppliers and following incidents through to resolution.

7. Responsible for the investigation, review and specification of systems including updates to existing or introduction of new IT systems.

8. To produce training guides and support material for colleagues and other IT support staff relevant to supported IT systems.

9. To ensure that all staff are treated with respect

10. To provide support to the Senior IT Systems Managers in IG requirements

11. To maintain a professional level of conduct at all times including following confidentiality and code of conduct.

12. To maintain effective communications and relationships with other IT professionals within the NHS.

13. To ensure continual professional development keeping up to date with latest technologies

Other Duties

The postholder may be required to perform duties other than those given in the job description for the post. The particular duties and responsibilities attached to posts may vary from time to time without changing the general character of the duties or the level of responsibilities entailed.

Person Specification

Qualifications

Essential

• Educated to Degree level or equivalent experience in Computer Science, IT application support/ technical discipline.
• ITIL Foundation certification
• Microsoft Professional Qualification or equivalent experience (e.g Microsoft Certified Professional (MCP)
• Evidence of ongoing professional development

Other Requirements

Essential

• Empathy for individuals who have experienced mental health problems and ability to cope with behaviour which may be challenging at times.

Experience

Essential

• Good understanding of incident management within Call Centre/IT Service Desk environment.
• Good understanding of logging calls and incidents with 3rd Party Suppliers and their processes.
• Knowledge of defect management and structured approaches to resolution of issues.
• High level of competence in software packages e.g., MS Office, SharePoint
• Understanding of Information Governance principles specifically in a Health and Social care environment
• Good understanding of the software development cycles.

Desirable

• Knowledge of an NHS Trust's policies and business processes particularly relating to Mental Health
• Knowledge of system(s) being supported, e.g. EPR systems, web technologies (including internet/intranet administration) as relevant to role
• Awareness of Project Management Methodologies

Skills

Essential

• Experience of front end system configuration
• Demonstrate ability to set own clear and appropriate priorities
• Excellent communication skills with colleagues, customers and suppliers
• Ability to support and train application users at all levels
• Excellent planning and time-management skills
• Excellent written & verbal communication skills and attention to detail
• Ability to propose service change and participate in continual service improvement
• Able to investigate user problems, referring technical and governance issues as and when appropriate, showing initiative and acting independently when circumstances dictate
• Ability to work under general supervision with significant autonomy and discretion
• A team player and ability to demonstrate self-motivation and initiative when working unsupervised
• Considerable experience in a professional application management environment, preferably involving patient EPR systems and/or web technologies
• Experience of using and supporting IT systems (Clinical EPR systems, web technologies and Business applications
• Strong customer service skills
• Excellent communication and interpersonal skills to support and train application users at all levels including consultant psychiatrists and administrative staff, includes via the telephone and in situations of considerable stress for the user
• Excellent negotiating skills to persuade staff from all backgrounds and levels of IT literacy to commit to implementing new technology within their working practice
• Good relationship-building skills to gain maximum input from colleagues and software suppliers
• Excellent attention to detail

Desirable

• Experience of training small groups of staff
• Experience of working within the NHS and Mental Health
• Supporting users using remote assistance
• Experience of creating training documents, presentation of data, manipulation of data, data quality investigations, presentation preparation, supporting users using remote assistance
• Ability to communicate with staff, internal and external to the Trust, at a variety of levels
• Mentoring/training skills

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

Avon & Wiltshire Mental Health Partnership NHS Trust

Address

Bath NHS House

Combe Park

Bath

BA1 3QE

Employer's website

http://www.awp.nhs.uk/about-us/working-for-us/ (Opens in a new tab)