System Support Officer
Job summary
We are pleased to offer an excellent opportunity for an experienced and motivated individual to join the NEP System Support Team as a Systems Support Officer.
The successful candidate will play a key role in delivering high-quality system support to NEP Consortium organisations. This includes managing and resolving service desk requests, supporting system developments and enhancements, and mentoring Systems Support Assistants. The postholder will be expected to provide guidance on system functionality and business processes, including Procure to Pay (P2P), Order to Cash (O2C), and Accounting to Reoprting (A2R), whilst specialising in a core area of process expertise.
NEP is hosted by Northumbria Healthcare NHS Foundation Trust, recognised as the top acute and community trust in England (NHS Staff Survey 2022), and is committed to innovation, inclusion and continuous improvement.
If you are enthusiastic, solutions-focused, and committed to supporting NHS organisations through digital innovation and shared services, we would welcome your application.
Main duties of the job
As a Systems Support Officer, you will play a vital role in ensuring a responsive and professional service is delivered through our NEP Service Desk. Working closely with colleagues, you will be responsible for investigating, managing and resolving user requests in accordance with agreed Service Level Agreements (SLAs), while maintaining the highest standards of data security and customer service.
You will contribute to a shared Service Desk, operating between 08:00 and 18:00 Monday to Thursday, and 08:00 to 17:00 on Fridays. You will work on a rostered basis across these hours, providing front-line support to a diverse user base. This role follows a hybrid working pattern, with a minimum of 60% of the working week spent in the office, and occasional out-of-hours testing is required to support planned system changes.
In addition to call resolution, you will provide mentorship to Systems Support Assistants and wider team members to ensure that support activity is consistent, efficient and in line with NEP's commitment to service excellence.
About us
NEP is hosted by Northumbria Healthcare NHS Foundation Trust and is the largest NHS Consortium in England. NEP provides a cutting-edge, fully integrated finance and procurement solution tailored specifically for NHS organisations, configured on Oracle Cloud ERP.
Through collaboration and shared learning, we empower our members to optimise resources, meet evolving directives,driving improve outcomes for patients.
At NEP, we foster a culture of inclusion, collaboration and continuous improvement. Staff are supported to grow professionally through mentorship, development programmes and opportunities to work on innovative projects. Our hybrid-working model supports a healthy work-life balance while maintaining strong team connectivity and service delivery.
You will join a motivated and knowledgeable team, where your input is genuinely valued. We are proud of our collaborative ethos and our shared commitment to supporting front-line NHS services through reliable digital infrastructure.
Job description
Job responsibilities
The Systems Support Officer will deliver support and guidance to NEP Consortium members on the effective use of system functionality and the application of best practice across a range of business processes. The role will involve providing specialist advice to NHS organisations, with a particular emphasis on Accounts Receivable and Order to Cash (O2C) processes.
You will support users across all business process areas Procure to Pay (P2P), Order to Cash (O2C), and Accounting to Reporting (A2R) promoting best practice and consistent use of system functionality. As a subject matter expert, you will provide insights, recommendations and guidance on both operational and strategic system use.
Responsibilities include assisting in the design, testing and implementation of new system features, supporting upgrades, and resolving issues related to data, reports, or application behaviour. You will help produce user documentation, deliver structured training, and contribute to standardising processes across the Consortium.
This role requires a methodical, analytical approach, excellent interpersonal skills, and the ability to work effectively both independently and as part of a team. You will also collaborate with technical specialists and project teams, playing an important part in ensuring that service developments meet the evolving needs of our NHS users.
Person Specification
Qualifications
- The Post holder should possess a professional Foundation Level (level 4) qualification within a Financial or Procurement related study area, or equivalent qualification and / or demonstrable relevant experience.
- Qualification in Project Management, i.e. Prince 2
Experience & Knowledge
- The Post Holder should have experience of working within a Finance or Purchasing Department or a Customer Service Support Department within a pro-active team-based environment.
- A broad range of operational experience and knowledge of one or more computer systems, hardware or software
- It would be beneficial but not essential for the post holder to have an appreciation and practical understanding of NHS Business processes.
- Experience of working in a Project Management environment or systems / business development environment.
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
Northumbria Healthcare NHS Foundation Trust
Address
NEP, Stokesley
8/9, Stokesley Business Park, Ellerbeck Way
Stokesley
TS9 5QT
Employer's website
https://www.northumbria.nhs.uk/
- Company
- Northumbria Healthcare NHS Foundation Trust
- Location
- Stokesley, United Kingdom TS9 5QT
Hybrid / WFH Options - Employment Type
- Permanent
- Salary
- £27485.00 - £30162.00 a year
- Posted
- Company
- Northumbria Healthcare NHS Foundation Trust
- Location
- Stokesley, United Kingdom TS9 5QT
Hybrid / WFH Options - Employment Type
- Permanent
- Salary
- £27485.00 - £30162.00 a year
- Posted