Applications Support Analysts

The ICT Applications Support Analysts will be responsible for the day to day support and technical resolution of all CNWL's ICT Clinical and Non-Clinical applications including engaging with networking, infrastructure and associated technical teams to provide support for the CNWL Service users. CNWL ICT's infrastructures services have been outsourced to a Strategic Managed Infrastructure Provider.

The Applications Support Analyst will provide support to the ICT Head of Applications Support, ICT Applications Lead, ICT Business Partners, Head of ICT Programme/Project Delivery and the ICT Project Managers to ensure that programmes and projects are delivered effectively and supported efficiently in accordance with established quality standards and processes ensuring that the programme/project objectives set are met. They will continuously improve the support and delivery of ICT implementations (pre and post go-live) by taking responsibility for ensuring the service applications user requests, upgrades and changes are managed effectively.

The successful applicant may have contact with patients or service users. As an NHS Trust we strongly encourage and support vaccination as this remains the best way to protect yourself, your family, your colleagues and of course patients and service users when working on our healthcare settings.

Main duties of the job

1. Trust wide responsibility for developing, implementing, maintaining and monitoring all policies and procedures relating to Clinical and non Clinical application management.
2. Ensure that root cause analysis is performed for application incidents.
3. Ensure all changes to the Trust's applications adhere to the formal Change Management process, ensuring that the risk of failure is mitigated.
4. Ensure that risks and issues are formally identified and dealt with effectively and that the change process deals with both the technical and people/training aspect of the change being introduced.
5. Responsible for the identification of potential critical risks and issues of the application portfolio to mitigate this risk and impact of occurrence.
6. Ensure that all complaints and untoward incidents are properly reported and handled in accordance with Trust Policy.
7. Own the applications technical environments required to support testing, training, User Acceptance Testing and Production.
8. Ensure that regular systems audits are in place and any corrective action/resolution is managed to agreed criticality and timescale.
9. Ensures that User Acceptance criteria is identified and captured during the requirements gathering process.
10. Highlight data quality issues to the appropriate managers (Inc. systems managers) making recommendations for resolution.
11. Responsible for ensuring that strong governance and assurance framework with regard to application portfolio is in place.

About us

• To support the organisation's ways of working, model its values and champion CNWL way of working More Time for Care.
• To participate in appraisals and personal reviews and work to achieve agreed set objectives.
• To participate in appropriate training and development activities.
• To participate in team, professional and personal development activities and promote commitment to continuous development and improvement.
• To ensure the health, safety and wellbeing of all staff within the directorate.
• To ensure compliance with all confidentiality and governance requirements within the department.
• To adhere to professional codes of conduct at all times.

Job description

Job responsibilities

1. Proactively work with the business and third party suppliers with the aim of reducing the third party supplier support and maintenance budget through negotiation to leverage economies of scale, together with the tracking of supplier performance against penalty targets.
2. To identify ICT business requirements of stakeholders/customers, prepare functional specifications and contribute as a service expert to the development of mandates and business cases.
3. Work with the Business Partners work streams as a subject matter expert to ensure that requirements are captured and documented using CNWL approved methodology.
4. Investigate maturity of business processes by working with the ICT Business Partners, identify any settings where processes may need to change or are yet to be put in place.
5. Works with both technical and non-technical stakeholders to develop service specifications based on business and information requirements.
6. To develop ongoing processes to review Clinical applications, resulting in new processes that contribute towards improved performance.
7. Ensures that changes to requirements are documented to the required quality criteria, reflecting safe continuation of existing processes.
8. Ensure that regular systems audits are in place and any corrective action/resolution is managed to agreed criticality and timescale.
9. Works with other process contributors to ensure correct sequence of events to facilitate robust information is captured and acted upon within the System Management and Support areas.

Person Specification

Education and Qualifications

Essential

• Educated to Degree level or equivalent level of experience of working in a health information or statistical subject.
• Evidence continuing professional development.

Desirable

• ITIL Foundation.
• Prince 2 Foundation.

Previous Experience

Essential

• Experience of Healthcare systems implementation from requirements, testing, implementation and support services.
• NHS experience or other health or public sector.
• Experience of Healthcare EPR systems/applications including EPR Application, integration and interface including different application and technical elements of the EPR.

Skills and knowledge

Essential

• Verify the accuracy, currency, completeness, and relevance of information used during problem management activities.
• Good presentation skills.
• Expert in Microsoft Excel, Word and PowerPoint.

Employer details

Employer name

Central and North West London NHS Foundation Trust

Address

3rd Floor, Hathaway House

7F Woodfield Rd

London

W9 2BA

Any attachments will be accessible after you click to apply.

333-C-HQ-0782