Clinical Application Analyst (Diagnostics)
Job summary
As an IT Clinical SystemsApplication Support Analyst (Diagnostics), you will provide specialist application support for a portfolio of diagnostic systems, ensuring incidents, service requests and technical issues are managed effectively and resolved within agreed service levels.You will be responsible for maintaining application stability, investigating and resolving complex incidents, supporting system upgrades and enhancements, managing supplier relationships, and contributing to the successful transition of new technologies into operational service.
The role offers the opportunity to work on significant digital transformation initiatives, including programmes funded through the NHS Diagnostics Digital Capability (DDC) Programme.
The role is initially advertised for 18 months and aligned to the current phase of programme delivery.
Main duties of the job
This role will hold responsibility for managing and maintaining clinical applications across our 2 Trusts.
Applications Management are responsible for the technical resolution of Incidents and Problems for a subset of diagnostic clinical applications.
To contribute to Root Cause Analysis and ensure Continued Service Improvement
To test and implement agreed fixes, upgrades and manage changes to Production environments
To maintain key relationships with application stakeholders
To provide coordinated application support, operational oversight and frontline issue management for a complex portfolio of diagnostic systems.
They must understand the technical complexities these systems have and be able to offer a technical response to business problems in non-technical language.
A key aspect of the role is to ensure that customer issues and technical problems are managed within the agreed services levels. The ability to deliver outstanding customer service in a complex environment is essential.
About us
Guy's and St Thomas' NHS Foundation Trust (GSTT) and King's College Hospital NHS Foundation Trust (KCH) are two of London's largest and busiest teaching hospitals, with a long and proud history, international reputations for their speciality services, teaching and research excellence, and a strong profile of local services to local residents in south east London. Together the Trusts have an annual turnover of nearly £3bn and employ around 30,000 staff, with main GSTT sites at St Thomas' Hospital and Guy's Hospital, and main KCH sites at King's College Hospital, Denmark Hill, the Princess Royal University Hospital, Bromley and Orpington Hospital. The Trusts are key partners within King's Health Partners AHSC (KHP), and Guy's and St Thomas' merged with the Royal Brompton and Harefield NHS FT (RBH) in the Spring of 2021.
The two Trusts share a Chief Digital Information Officer (CDIO) and a vision for digital services that are lean and agile, that maximise the benefits of a shared service operating model, and deliver the digital ambition for both Trusts. This ambition is supported by a forward-looking and strategic approach, and significant investment in a new Electronic Health Record (EHR) which will catalyse a programme of work across both Trusts to transform the way technology and data is used across our services. We will increase the care that can be provided at home, build our focus on wellness and prevention, and engage patients as partners in their care.
Job description
Job responsibilities
To provide coordinated application support, operational oversight and frontline issue management for a complex portfolio of diagnostic systems.
Provide a direct point of contact for technical escalation of application Incidents and requests
Act to ensure the appropriate response is provided within service level targets for all Incidents and service Requests received
Refer Incidents that cannot be resolved by the Applications team to Third Party Suppliers or Project/ (3rd line)
Manage the Applications Incident queue to ensure that application Incidents are resolved within service level
Ensure applications are monitored and available for use and that appropriate communications are issued for Incidents impacting applications availability
Perform detailed Incident analysis to identify the root cause and failure mode, and establish a solution or a workaround either directly or via other teams
Proactively identify areas of potential Incident generation to prevent reoccurrence
Manage and prioritise both short- and long-term actions arising from Root Cause Analysis to ensure that these are given the relevant priority in development/3rd party schedules/service improvement plans to improve applications stability
Identify process improvements for a range of Applications and ensure process conformance
Document and transfer knowledge for known Problems and workarounds to the IT Service Desk team to improve the number of Incidents resolved at 1st line
Enhance applications reports as required to give visibility and transparency to the business
Using and administering monitoring systems through business monitoring tools
Assist with testing and User Acceptance Testing for new applications functionality as required
Participate in the Change Advisory Board (CAB) as required
Maintain the IT Service Catalogue for transitioned applications in use across the Trusts and non-clinical applications governance
Aid with the management of 3rd Party supplier maintenance contracts for applications support and ensure that all new contracts are reviewed to ensure they are fit for purpose at an early stage in the project lifecycle for support.
Liaise with project teams to ensure applications in Pipeline development are transitioned smoothly into Applications Management when they are released to production and manage the Transition through the Warranty period
Work outside of core hours, as required, to meet business support need
Contribute to Trust policies, procedures, and standards for the department.
Support financial management activities, particularly around procurement of new solutions, processing of supplier invoices including cost awareness and valueformoney considerations.
Participate in peer review and professional development activities, including HRled and departmental reviews.
For Further information please refer to the attached JD/PS
Person Specification
Education/ Qualifications
- Postgraduate degree or equivalent experience in a relevant post/s.
- IT Technical qualification
- ITIL Foundation certificate
- PRINCE2 (Foundation)
Previous Experience
- Extensive proven experience in an Applications Support role gaining knowledge of at least one computer system
- Knowledge and experience of dealing with escalation routes when problems or development needs arise
- Experience in supporting a large scale, complex application systems environment
- Good understanding of an Acute Trusts corporate administrative systems
Skills/ Knowledge /Ability
- Able to prioritise workload in response to changing demands; able to work flexibly and respond to service needs
- High level of communication skills and ability to explain technical issues to a non-technical audience; experience of delivering training to different audiences
- Ability to explain to IT staff the user and service implications when problems arise
- Professional approach with skills in communication, team working, negotiation and conflict management
- Knowledge of NHS financial management activities
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.
Certificate of Sponsorship
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.
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.
Employer details
Employer name
Guy's and St Thomas' NHS Foundation Trust
Address
Education Centre
75 Yord Road
London
SE1 7NJ
United Kingdom
Employer's website
https://www.guysandstthomas.nhs.uk/careers/careers.aspx