IM&T Application Support Analyst

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

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

Devon Partnership NHS Trust

Address

Devon Partnership NHS Trust

Langdon Hopsital

Dawlish

Devon

EX70NR

Employer's website

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

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