Support Analyst

Job overview

As a Support Analyst, you will be part of the wider Application Management Services (AMS) team, who provide support and development for our clinical systems, electronic patient record and Microsoft 365 platform. In this role, you will be responsible for system configuration, support, and developing functionality to deliver solutions that assist Trust staff in their day-to-day activities.

Working within a large service-driven organisation, you will maintain services and develop solutions that support both frontline and back-office staff, contributing to the delivery of high-quality patient care within the NHS. You will collaborate with a large diverse, multi-skilled team, leveraging your skills by working together towards common goals and objectives.

• · Monitoring of systems and services, performing routine checks and maintenance to ensure business continuity
• · Delivering first and second-line support capabilities as demand dictates, working with all groups of staff to resolve reported issues in an efficient manner
• · Participate in all phases of the software development lifecycle including analysis, design, development, testing, documentation, implementation, and support whilst ensuring that the system is in line with all relevant policies, standards, and procedures
• · Undertake small development work packages to support the team in delivering projects and change requests

Working for our organisation

The AMS team is responsible for supporting and developing integrated IT solutions that facilitate the Trust's day-to-day activities. This includes utilising key third-party IT systems as well as bespoke development. The team provides support services essential to the Trust's core activities, including:

• over 40 interfaces to Clinical and GP systems
• inpatient, outpatient and breast screening reminder texts and rule-based alerts for abnormal lab results and patient activity for managed cohorts of patients
• user management and support for over 5,000 users
• core patient activity e.g. 24,000 patient letters, activity for over 700 inpatient episodes and over 2,500 care plan summaries per month
• custom legacy apps and ad hoc work such as upgrading macros, access databases and other unsupported solutions developed externally to the HIS department
• management and development of the Microsoft 365 platform

Why Work With Us

Detailed job description and main responsibilities

The full Job Description and Personal Specification can be found in the attached Job Description.

Person specification

Qualifications and training

• • Educated to BTEC Level 4 / NVQ 4 or equivalent in a relevant subject or significant previous proven experience • Computer literate e.g. proficient in the use of Microsoft Office applications etc. with the ability to master new software applications

• • Training in an IT related subject or equivalent work experience/knowledge

Knowledge and experience

• • Acts with knowledge of how activities impact patient care
• Follow national and local policies and guidelines and respond to guidance by adjusting practice and procedure
• May be required to comment and implement IM&T polices and proposed changes to practices and procedures for your area
• Open and honest person, comfortable working as part of a team and contributing confidently to discussions relating to tasks and projects
• Ensure all system developments are carried out in a safe and professional manner, tested and with all documentation (including technical process flows, requirements documentation, design decisions, test plans and data, system manuals) of sufficient quality and detail to allow for on-going support and redevelopment
• Follow Standard Operating Procedures, someone available for reference

• • Experience of using one or more Clinical IT systems and associated processes within the South Devon Health Community (Specific system experience may be mandatory as stated in the job advert)
• Previous NHS experience
• Knowledge of IT solutions widely used within the Acute and/or Community Healthcare environments
• Knowledge of one or more of the following systems:
• Intersystems Healthshare product suite/IRIS platform
• InfoFlex - Microsoft 365 (i.e.

• MS Teams • Specific system knowledge may be mandatory as stated in the job description

Specific skills

• • Effective communication skills, both verbal and written
• Provides and receives information on IM&T matters which may be complicated; provides training in own area of expertise
• Ability to communicate technical matters to non-technical professionals to advise on a successful outcome
• Able to work with the end user to identify and articulate the issue, follow instructions to resolve simple issues
• Analyses situations to identify and resolve problems, such as, system errors, user, computer or programme problems, data errors
• Planning allocated tasks and activities which may require adjustment due to variable workload / interruptions
• Ability to follow team plans and deliver to a defined schedule
• Demonstrates own activities to new or less experienced employees / provide training in own discipline
• Allocates work to more junior staff in the team

You will be joining the organisation at an exciting time. As the first fully integrated care organisation in England, we are working to improve the way we deliver safe, high-quality health and social care. We have a positive and vibrant working atmosphere, we are proud of our investment in our staff both in terms of developing potential career skills and valuing people.

If you provide support to a family member or friend with health or care needs, we aim to be a Carer-friendly employer. We have a ‘Staff Carers’ policy which includes flexible working where possible and a Carer’s Passport scheme that links you into support and discounts.

• We reserve the right to close vacancies early if we receive a high volume of applications. Therefore, we encourage you to apply promptly.
• Please read the job description carefully and tailor your application to reflect the requirements of the role.
• Applicants who identify in their application form they are a part of the Armed Forces community will be guaranteed an interview, provided they meet the minimum essential criteria outlined in the job description and person specification for the role. Step into Health guidance can be found on our NHS Employers website.
• Correspondence will be sent via Trac, text, and email. Please ensure you check your email and Trac account regularly.
• Applicants with no previous NHS experience will ordinarily be appointed to the minimum of the band.
• If you have not received an invitation to interview within 28 days of the closing date, please assume that your application has been unsuccessful on this occasion.
• It is your responsibility to ensure the timely receipt of appropriate references.

If you require support you can obtain this from our Equality Business Forum which has representatives from all protected groups.