Systems Admin / Registration Authority Team Manager

Job description

Job responsibilities

To line manage the Systems Admin/RA Staff. This will include dealing with standard line management issues such as performance management (including dealing with issues of poor performance), managing annual leave, appraisal reporting and disciplinary issues where appropriate. Oversee work allocation and manage both reactive and proactive incident and request resolution. To ensure that all staff are developed and can carry out the duties of their role. To have overall ownership of the resolver group in the incident management software ensuring work allocation is based on availability and skill set. Ensure incidents and service requests are addressed within agreed service level targets. Implement and maintain compliance with national and local policies, as well as relevant legislation. Stay informed about emerging technologies and advancements in service provision. Collaborate with other Informatics teams to implement changes to appropriate technologies and solutions. Provide specialist and technical expertise and advice to members of the team and wider Trust staff where required. Produce management reports as required e.g., Performance reports and statistics.Ensure support staff perform accurate, concise recording of Incident actions within the Service Management software, selecting the relevant resolution categories. Analyse, report and act on information to proactively manage agreed targets, standards,reports and action plans; in a timely fashion. Manage the process of local RA policy development in accordance with National and Trust Policies. Create and update local team procedures, technical documentation and procedures. Identify areas for service improvement and contribute to the development and implementation of Key Performance Indicators and Critical Success Factors. Ensure all paperwork is correct and assist in completion as necessary. Ensure that paperwork adheres to relevant National and Trust Policies To ensure that there are effective and efficient processes in place in the support and development of both RA function and account management. Ensure that there is a complete, documented and robust audit trail for all Systems Admin and RA processes, which complies with national and Trust guidance, encompassing secure storage of CIS forms, smartcard issue / revocation, modification of user profiles and other supporting materials, in accordance with the National RA guidance. Implement and ensure adherence to a Trust wide RA Audit policy and programme of audits (i.e. duplicate NHS smartcard issues, leavers removed from system). Assign, sponsor, and register RA agents (where permitted under governance arrangements), ensuring there are sufficient resources to operate the registration processes in a timely and efficient manner. Ensure that the Trust policies and processes are aligned with the National policy and processes. Represent the Trust at RA forums as necessary. Have specialist knowledge of operational processes throughout the health economy. Oversee any new systems administration which the team may become responsible for and create effective and robust solutions and processes. To work towards agreed objectives as determined by the IT Service Operations Manager, but given freedom to carry out these activities using personal discretion. To lead the team on a daily basis ensuring urgent issues are escalated as required. To undertake additional ad-hoc duties and oversee new work allocated to the team as appropriate. The location/base of this role may change, and the post-holder will have to manage services across numerous sites. Liaise with NHSE Digital regarding future developments when necessary. The post requires communication & relationship skills - ability to communicates complex issues negotiate with internal and external organisations over service issues. e.g suppliers Knowledge & Experience across this specialised area, acquired through degree level or equivalent qualification/experience plus additional managerial knowledge. Analytical & Judgemental Skills - Analyses complex problems relating service issues; makes judgements regarding allocation of resource. Planning and Organisation - Tasks and activities which may require adjustment due to variable workload; Initiate plans and modify work programmes e.g. for training packages, new reporting processes. Implement policies and procedures for own area, proposes changes to user working practices and procedures e.g. when planning for new projects, changes in legislation, new reporting processes impacting the organisation.

Person Specification

Qualifications

• Relevant degree in IM&T field or equivalent experience / specialist knowledge and expertise
• Recognised management qualification or equivalent experience
• GCSE level (Maths & English)

• Relevant IT Qualifications (e.g. PRINCE2)
• ITIL Foundation certificate.

Knowledge and Experience

• Strong customer care experience including dealing with key stakeholders and resolving difficult issues
• Specialist knowledge and experience in administering Clinical Systems and data and dealing with associated issues
• Significant experience of providing Registration Authority support.
• Proven track record of managing teams of staff in an IT department or similar.
• Proficiency in Microsoft Office
• Experience in analysing, investigating and resolving complex service issues, where there are a number of options; analyse user requirements and make judgements regarding allocation of resource.
• Ability to plan and organise activities; plan and organise complex activities or programmes, requiring formulation and adjustment Manage tasks and activities which may require adjustment due to variable workload; Initiates plans and modifies IM&T work programmes e.g. for training packages, new reporting processes, new computer systems.

• Experience of working within ITIL framework procedures
• Trained and have experience of Secure ID Checking
• Experience of working with SLA's and working to defined KPI's
• Experience working in an NHS IT department and understanding of NHS working practices

Skills

• Effective communications - able to communicate complicated, difficult to explain issues to non IM&T staff/suppliers; communicate very detailed IM&T information within peer groups.
• Completer/finisher with a customer focused attitude to service delivery.
• Troubleshooting and analytical skills.
• Ability to work under pressure and produce high quality work to tight deadlines
• Ability to identify customer requirements
• Ability to work on own initiative to manage staff and situations appropriately
• Ability to communicate complex issues, negotiate with internal and external organisations over service issues.
• Ability to produce clear and comprehensive reports with excellent presentational skills
• Planning & Organisational Skills - experience in adjustment due to variable workload ensuring that initiatives are well planned and successfully achieved.

• Ability to modernise processes and drive continuous improvements.

Other

• Ability to travel to all MWL Supported locations

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

Mersey and West Lancashire Teaching Hospitals NHS Trust

Address

Jubilee Court, Academy Site, Waterside

St Helens

WA9 1TT

United Kingdom

Employer's website

https://www.merseywestlancs.nhs.uk/