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Clinical Application Support Analyst (NHS TEMP)

Posted 4 January by Your World Healthcare Ended

Post Title: Clinical Application Support Analyst

Location: Southall

Temporary: Expected to last until April with possible extension

Hours per week: 37.5 hours per week

Salary: £17.00 (Umbrella) or £14.75per hour (PAYE)

Job Summary:

The post holder is responsible for support of the RiO application on all Live environments in addition to resolving all Live RiO issues and any Technology Incidents raised for these environments. This will require the following sub-tasks:

  • Monitoring of live service: Work closely with a team of service analysts to ensure live service is monitored and functioning as per design by:

  • Responding to any events raised through monitoring tools and escalated to the Application Support team

  • Incident Resolution: Resolve end user Service Calls raised and Technology Incidents providing clear resolution details using agreed standards and procedures and adhering to strict Service Level Agreements and Right First Time Targets.

  • Interface with Microsoft and the suppliers for technical support

  • Liaise with Data Centre teams to resolve OS, Hardware and infrastructure issues

  • Conduct Problem and root cause analysis

  • Liaise with Customers and End Users to resolve issues

The post holder will have an understanding of the technical complexities these systems have and be able to offer a technical response to business problems in non-technical language. The post holder will be required to perform real time diagnostic analysis (root cause analysis) to ensure that systems remain fully functional and that patient care or a service/department's ability to deliver critical functions are not compromised.

This customer focused role is responsible for the support of the Clinical System application (RiO) and liaising with other service delivery groups such as the Contact Centre and the supplier.

Key Result Areas & Performance:

  • Support Clinical System application (RiO) as part of a 1st and 2nd line support function.

  • Work closely with the Contact Centre Team, Information Department and ICT Department to implement best practice (ITIL) in the provision of support services for Clinical System application (RiO).

  • Work with trust staff to resolve the Clinical System application (RiO) usage issues - helping them use the System (RiO) in the best way and to understand the implications of how they use it.

  • Escalate problems of a technical nature to the Contact Centre and escalate problems which require supplier actions to the appropriate external Service Desk.

  • Work with trust staff, and those in the Clinical Transformation Department, to specify changes required in the System (RiO). Help the Clinical Systems Administrator and Supervisor in the agreement of priorities and communicate with the supplier to ensure the changes are made.

  • Work with the Clinical Transformation Department and services across the trust to ensure best practice in the use of the System (RiO) is developed and implemented.

  • Provide on-going support and material for the Clinical Systems training team and users across the trust in collaboration with the Learning and Development department and as part of the Induction/Recruitment process.

  • To provide system administrative support for other Business Technology Systems from time to time, for example Choose and Book, EDMS, the Digital Dictation and Voice Recognition system through the addition and deletion of users, developing and implementing workflows and other systems tasks

  • Monitor and maintain RiO support call logs with external suppliers.

  • Pro-actively be involved in upgrades of the system and Maintenance Releases

  • Pro-actively be involved in Requests for Change for the RiO System, making sure this information is logged appropriately, reported on and delivered.

  • Liaise with working groups in order to understand, define and analyse business requirements and deliver RiO improvements.

  • Regular communication with colleagues and system users at all levels within the organisation, other agencies and suppliers.

  • Investigate existing and future RiO functionality, providing the Trust with opportunities to expand on functionality, maximising value for money and the benefits realisation of RiO as a major business critical investment. Work with key stakeholders across the trust to ensure best practice in the use of the System (RiO) is developed and implemented.

  • To represent or support the department at groups/forums both internal and external to the organisation.

  • To provide appropriate support to colleagues to improve their knowledge and understanding, and share own knowledge, skills and experience with others

  • Analyse and interpret application problems in order to identify the best course of action to resolve a major problem.

  • Implement Quality Assurance processes to ensure that data quality is maintained across the trust.

  • Contribute to improving and maintaining data quality in collaboration with the Head of Information including the use of software tools as appropriate for monitoring data entry and data quality.

Required skills

  • Analysis
  • Application Support
  • Data
  • End User
  • RIO

Reference: 34137628

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