Job summary
Devon Partnership NHS Trust provides a wide range of NHS services to
people with mental health and learning disability needs - in Devon, the wider
South West region and nationally. We are passionate about promoting good mental
health and wellbeing. We strive to use the expertise and resources within our
organisation, and through our partnerships, to deliver high quality services
that are safe and focused on peoples recovery.
The Support Analyst Role sits within the Clinical Applications Support
Team (live) which in turn is part of the Digital, Data and Technology services
Department
The Digital, Data and Technology services Department has been formed to
align the technical services required to support the digital innovation and
transformation of the Trusts business operations. Within the technology
services sits the application support team, responsible for the effective
deployment, management and use of several key line of business applications and
supplementary systems.
Working with our IT Managed Service Provider, the team provides expert,
timely, and high quality support for solutions that are fundamental to the
operation of our organisation.
2 posts available
- 1 x substantive full time (37.5 hours per week)
- 1 x substantive part time (22.5 hours per week)
Main duties of the job
This post provides second line support for applications used in the
Trust, including Electronic Health and Care Records, Virtual Consultation and
Engagement Platforms, and business applications.
The post holder will be responsible for investigating problems raised by
staff or users and provides resolution to known issues routinely, guidance
regularly, and investigation less frequently.
The post holder will also ensure organisational policies relating to
access, use, quality and data sharing are upheld, and championed within the
sphere of work activities.
The post holder will adapt applications according to standard operating
procedures or with oversight, including but not limited to the creation of
screens, forms or reports based on agreed designs,
The post holder will provide support to users on a day-to-day basis,
using Standard Operating Procedures to help with resolution of issues it may
also involve liaising with vendors and their representatives to rapidly
identify problems, and apply effective resolutions.
About us
About Devon Partnership Trust
We provide mental health, learning disability and neurodiversity services, as well as a range of specialist & secure services for the wider south west region & nationally. We are passionate about promoting good mental health & wellbeing. We strive to use the expertise & resources within our organisation, and through our partnerships, to deliver high quality services that are safe & focused on people's recovery.
We are committed to developing a culture of coproduction, involving patients, families & carers in everything we do
Our values
We not only recruit based on qualifications & experience - we recruit individuals who possess & demonstrate the behaviours which underpin our Trusts core values. These include such attributes as showing a commitment to quality of care, improving lives of others, giving respect, dignity & compassion. We can bring those values to life in our everyday tasks by giving a smile; making time for people; challenging ourselves & others, & being open to new ideas.
We are committed to being an inclusive employer & applications are encouraged & welcomed from all sections of the community, regardless of any protected characteristics as governed by the Equality Act 2010. Part time & flexible working applications will be considered & supported, where possible. We particularly encourage applicants with lived experience of mental health conditions, neurodiversity or learning disabilities. We are a Disability Confident Leader.
Job description
Job responsibilities
Communication and
Working Relationship Skills
- Provides
relevant and timely specialist advice and guidance on functional and
information matters.
- Work with members of the team and key
stakeholder to investigate the causes of any variance from plan/delivery
targets and contribute to the implementation of solutions.
- Support
the development of internal and external communications where required by
regular contact with the teams, stakeholders and Communications team.
- Responsible
for preparation of correspondence and complex papers, as directed by the System
Administrator or Senior Application Analyst.
- Required
to maintain constructive relationships with a broad range of internal and
external stakeholders.
- Participate
in relevant internal and external working groups/projects, services, and
initiatives which may be complex, sensitive, and contain contentious
information with the aim of providing information and analytical advice to
the teams.
- Communicate
information, risks, issues and dependencies, including briefings and reports
to a range of internal and external staff.
Analytical and Judgemental Skills
- Receive and obtain from users a range of information to
assist analysis of problems or situations, deciding a course of action by
using protocol, procedure or other decision support.
- Update, maintain, organise, gather and analyse information
to evidence practice and to assist prediction of future organisational and
team demands.
- Operate risks and issues tracking mechanisms, following proactive
resolution and escalation processes.
- Participate in relevant meetings and providing
information, advice and support where requested.
Planning and Organisational Skills
- Participate in training programmes designed to meet the
specific needs of the service, evaluating own experience and providing
feedback on effectiveness and appropriateness.
- Deliver against objectives set, achieving quality
outcomes, prioritising own workload within agreed scope and deadlines which
may require adjustment
Responsibility for Patient/Client
Care, Treatment and Therapy
- This role does not deliver direct patient care, but their
actions may have significant impact for care delivery including the potential
to cause clinical hazards.
- The impact of the introduction of new systems,
updates/upgrades, or configuration amendments may underpin changes in the
development of patient pathways through pathway redesign, often the potential
within each system must be understood, and translated to clinical staff to
ensure effective use of digital systems supports high quality and safe
patient care.
Responsibility for Policy and Service Development
Implementation
- Participates actively in service development, quality
improvement, and business change processes. Provides feedback to assist with
interpreting National and Organisational policy, and the translation into
application based policies, procedures and guidance.
- Responsible
for personal reflection of policy compliance, effectiveness and efficiency,
contributing to team and service evaluations.
Responsibility for
Finance, Equipment and Other Resources
- Deliver against organisational and
departmental financial and resource utilisation objectives, achieving quality
outcomes, prioritising own workload and working to tight deadlines.
- Continually strive to maximise the
knowledge of users of digital platforms, to contribute to achieving stated
benefits and demonstrating enduring value for money and greater efficiency.
- Is a Requisitioner,
placing orders against the service budget.
Responsibility for Human Resources,
e.g. Supervision, Training, HR Advice and Management
- Regularly providing technical coaching and training to users, super users
and champions.
Responsibility for
Information Resources and Administrative Duties
- May be solely responsible with a given working
period, for the continued operation of multiple business critical, and safety
influencing information systems/applications.
- Undertakes routine database administration tasks
of these systems to ensure early warning or impending system issue.
- Competence in fault investigation, escalation or
fix procedures, including testing in development environments, and applying
fixes to live systems, minimising clinical and business risk.
- Records and documents day-to-day maintenance and
faults following local guidelines and determines level of intervention
required to minimise impact and downtime.
- Assists with identifying configuration and
tailoring options to meet stated business requirements, or to overcome
business problems.
- Will be required to participate in an out of hours
applications support rota on a 1 in 6 or more but less than 1 in 3, basis.
Responsibility for
Research and Development
- Undertakes audits and surveys of user
satisfaction, experience and outcome measurement.
- Will participate in functional testing of
solutions prior to implementation, as well as full regression and functional
testing of upgrades.
- Testing will extend
to all end user devices to ensure functionality is not compromised by device
operating system, build, browser, or other factor.
Freedom to Act
- Works within a small team, where work will be
self-selected by priority as well as allocated. Will understand the nuances
of requests and how this translates into prioritised responses, and is able
to assign resource according to the priorities given.
- Identifies issues beyond own remit and
appropriately refers to senior colleagues.
- Uses national standards, guidance, strategies and
directives within the configuration of systems to ensure the Trust remains
fully compliant at all times.
Any Other Specific Tasks Required
- Contributes to a culture that promotes equality and values diversity.
The post holder must be aware of and committed to the Equality and Diversity
policies of the Trust, comply with all the requirements of these policies and
also actively promote Equality and Diversity issues relevant to the post,
including but not limited to, accessibility standards, supporting information
standards, and feedback from users and experts around continual improvement
in support of products that are inclusive, and support effective working
practices for all.
- Ensure the principles of openness, transparency and candour are
observed and upheld in all working practices.
- Adhere to any infection prevention and control issues, social
distancing policies.
Job description
Job responsibilities
Communication and
Working Relationship Skills
- Provides
relevant and timely specialist advice and guidance on functional and
information matters.
- Work with members of the team and key
stakeholder to investigate the causes of any variance from plan/delivery
targets and contribute to the implementation of solutions.
- Support
the development of internal and external communications where required by
regular contact with the teams, stakeholders and Communications team.
- Responsible
for preparation of correspondence and complex papers, as directed by the System
Administrator or Senior Application Analyst.
- Required
to maintain constructive relationships with a broad range of internal and
external stakeholders.
- Participate
in relevant internal and external working groups/projects, services, and
initiatives which may be complex, sensitive, and contain contentious
information with the aim of providing information and analytical advice to
the teams.
- Communicate
information, risks, issues and dependencies, including briefings and reports
to a range of internal and external staff.
Analytical and Judgemental Skills
- Receive and obtain from users a range of information to
assist analysis of problems or situations, deciding a course of action by
using protocol, procedure or other decision support.
- Update, maintain, organise, gather and analyse information
to evidence practice and to assist prediction of future organisational and
team demands.
- Operate risks and issues tracking mechanisms, following proactive
resolution and escalation processes.
- Participate in relevant meetings and providing
information, advice and support where requested.
Planning and Organisational Skills
- Participate in training programmes designed to meet the
specific needs of the service, evaluating own experience and providing
feedback on effectiveness and appropriateness.
- Deliver against objectives set, achieving quality
outcomes, prioritising own workload within agreed scope and deadlines which
may require adjustment
Responsibility for Patient/Client
Care, Treatment and Therapy
- This role does not deliver direct patient care, but their
actions may have significant impact for care delivery including the potential
to cause clinical hazards.
- The impact of the introduction of new systems,
updates/upgrades, or configuration amendments may underpin changes in the
development of patient pathways through pathway redesign, often the potential
within each system must be understood, and translated to clinical staff to
ensure effective use of digital systems supports high quality and safe
patient care.
Responsibility for Policy and Service Development
Implementation
- Participates actively in service development, quality
improvement, and business change processes. Provides feedback to assist with
interpreting National and Organisational policy, and the translation into
application based policies, procedures and guidance.
- Responsible
for personal reflection of policy compliance, effectiveness and efficiency,
contributing to team and service evaluations.
Responsibility for
Finance, Equipment and Other Resources
- Deliver against organisational and
departmental financial and resource utilisation objectives, achieving quality
outcomes, prioritising own workload and working to tight deadlines.
- Continually strive to maximise the
knowledge of users of digital platforms, to contribute to achieving stated
benefits and demonstrating enduring value for money and greater efficiency.
- Is a Requisitioner,
placing orders against the service budget.
Responsibility for Human Resources,
e.g. Supervision, Training, HR Advice and Management
- Regularly providing technical coaching and training to users, super users
and champions.
Responsibility for
Information Resources and Administrative Duties
- May be solely responsible with a given working
period, for the continued operation of multiple business critical, and safety
influencing information systems/applications.
- Undertakes routine database administration tasks
of these systems to ensure early warning or impending system issue.
- Competence in fault investigation, escalation or
fix procedures, including testing in development environments, and applying
fixes to live systems, minimising clinical and business risk.
- Records and documents day-to-day maintenance and
faults following local guidelines and determines level of intervention
required to minimise impact and downtime.
- Assists with identifying configuration and
tailoring options to meet stated business requirements, or to overcome
business problems.
- Will be required to participate in an out of hours
applications support rota on a 1 in 6 or more but less than 1 in 3, basis.
Responsibility for
Research and Development
- Undertakes audits and surveys of user
satisfaction, experience and outcome measurement.
- Will participate in functional testing of
solutions prior to implementation, as well as full regression and functional
testing of upgrades.
- Testing will extend
to all end user devices to ensure functionality is not compromised by device
operating system, build, browser, or other factor.
Freedom to Act
- Works within a small team, where work will be
self-selected by priority as well as allocated. Will understand the nuances
of requests and how this translates into prioritised responses, and is able
to assign resource according to the priorities given.
- Identifies issues beyond own remit and
appropriately refers to senior colleagues.
- Uses national standards, guidance, strategies and
directives within the configuration of systems to ensure the Trust remains
fully compliant at all times.
Any Other Specific Tasks Required
- Contributes to a culture that promotes equality and values diversity.
The post holder must be aware of and committed to the Equality and Diversity
policies of the Trust, comply with all the requirements of these policies and
also actively promote Equality and Diversity issues relevant to the post,
including but not limited to, accessibility standards, supporting information
standards, and feedback from users and experts around continual improvement
in support of products that are inclusive, and support effective working
practices for all.
- Ensure the principles of openness, transparency and candour are
observed and upheld in all working practices.
- Adhere to any infection prevention and control issues, social
distancing policies.
Person Specification
Qualifications
Essential
- Qualifications and Training
- CITP (BCS Certifications for IT Professionals) diploma qualifications or equivalent.
- GCSE level or equivalent in Mathematics and English Language
- Experience of working in an administrative role demonstrating the application of qualifications and training stated here.
Desirable
- Experience in an application support or systems administration in a previous role/s including experience in service desk staffing and operations.
- ITIL foundation
- Project management qualification or equivalent experience e.g. Prince2 Foundation
- Service desk Analyst
Experience
Essential
- Use or administration of key line of business systems.
- Use of service management records systems and processes, including workflow, authorisation, and prioritisation functions.
- Using the Internet/Intranet
- Using Electronic Diary and mail system.
- Co-ordinating and managing a large workload of pending issues to resolve, test or confirm resolution with the customer.
- A high level of knowledge and proficiency in using Microsoft Office Word, Excel, Powerpoint, Outlook, Visio
- Maintaining general administrative systems and processes
- Excellent Communication Skills : Written and verbal
- Analysing and interpreting data and information
- Able to work across different teams and directorates at any one time, maintaining appropriate levels of confidentiality and dealing with people with tact and diplomacy in challenging situations.
- Ability to prioritise own workload according to priorities.
- The role requires near constant VDU use, and may on occasions require a concerted effort to complete safety influencing tasks outside of office hours
- Ability to work under pressure and cope with deadlines
Desirable
- Use of service management records systems and processes, including workflow, authorisation, and prioritisation functions.
- Knowledge and understanding of IT change management / application configuration practices, as well as service improvement and redesign / project management tools and techniques.
- Working as an application support analyst, or superuser within a business context.
- Producing complex electronic documentation using the Microsoft Office suite.
- Working in the NHS
Person Specification
Qualifications
Essential
- Qualifications and Training
- CITP (BCS Certifications for IT Professionals) diploma qualifications or equivalent.
- GCSE level or equivalent in Mathematics and English Language
- Experience of working in an administrative role demonstrating the application of qualifications and training stated here.
Desirable
- Experience in an application support or systems administration in a previous role/s including experience in service desk staffing and operations.
- ITIL foundation
- Project management qualification or equivalent experience e.g. Prince2 Foundation
- Service desk Analyst
Experience
Essential
- Use or administration of key line of business systems.
- Use of service management records systems and processes, including workflow, authorisation, and prioritisation functions.
- Using the Internet/Intranet
- Using Electronic Diary and mail system.
- Co-ordinating and managing a large workload of pending issues to resolve, test or confirm resolution with the customer.
- A high level of knowledge and proficiency in using Microsoft Office Word, Excel, Powerpoint, Outlook, Visio
- Maintaining general administrative systems and processes
- Excellent Communication Skills : Written and verbal
- Analysing and interpreting data and information
- Able to work across different teams and directorates at any one time, maintaining appropriate levels of confidentiality and dealing with people with tact and diplomacy in challenging situations.
- Ability to prioritise own workload according to priorities.
- The role requires near constant VDU use, and may on occasions require a concerted effort to complete safety influencing tasks outside of office hours
- Ability to work under pressure and cope with deadlines
Desirable
- Use of service management records systems and processes, including workflow, authorisation, and prioritisation functions.
- Knowledge and understanding of IT change management / application configuration practices, as well as service improvement and redesign / project management tools and techniques.
- Working as an application support analyst, or superuser within a business context.
- Producing complex electronic documentation using the Microsoft Office suite.
- Working in the NHS
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.
