Application Support Analyst

NHS; Cardiff; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A healthcare services organization in Cardiff is seeking an Application Support Specialist to provide effective IT service delivery and support. The ideal candidate should have a degree or equivalent, ITIL Foundation Accreditation, and extensive experience in NHS service delivery. Responsibilities include resolving user queries and maintaining customer relationships while adhering to national policies. This role offers a comprehensive benefits package and supports an inclusive, agile work culture.

Benefits

Comprehensive benefits package

Agile working approach

Qualifications

• Educated to degree level or equivalent knowledge/experience.
• In-depth knowledge of Service Provision standards.
• Extensive experience in service delivery and 2nd line support.

Responsibilities

• Develop and maintain relationships with application customers.
• Respond to user queries in a timely manner.
• Resolve problems from first principles.

Skills

Information and IT Service delivery and support

Problem Management

Change and Release Management skills

Strong self-sufficiency in SQL database projects

Ability to learn new technologies

Education

Degree level or equivalent knowledge/experience

ITIL V3 Foundation Accreditation

ISEB Foundation in Enabled Business Change

Tools

SQL

Transact SQL

Job description

To support and develop applications and services for which Primary Care Services is responsible in accordance with specifications and guidance.

To ensure that applications perform to the requirements of its users and clinicians.

All support work is undertaken in accordance with National policies, processes and procedures described by the Welsh Health IT Service Management Boards as part of its adoption of ITIL best practice.

The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.

Main duties of the job

Develop and maintain relationships with national and local applications customers including clinicians, managers or users and provide them with advice, support and training.

To ensure that all customers are professionally supported and that their queries are dealt with in an efficient and professional manner.

To respond to user queries in a timely and accurate manner.

To resolve problems from first principles and past experience.

Liaise, as necessary, with NHS staff at all levels to resolve faults across NHS organisations or external companies.

Acquire and maintain a detailed knowledge of the National Applications to which they are assigned and the business and clinical processes that support them.

To resolve problems/faults and user support issues to the satisfaction of the customer, and NWIS management.

About us

At NHS Wales Shared Services Partnership we expect everyone to embrace our values of Listening and Learning, Working Together, Taking Responsibility and Innovating.

Our organisation encourages an agile working approach and we pride ourselves on being a learning organisation motivated by continuous improvement.

We are committed to creating an inclusive workplace that values equality, diversity and inclusion, focussing on the wellbeing and belonging of our people.

Excellent customer service is something we strive for, for both our internal and external customers.

Offeringa comprehensive benefits package, there is something for everyone. To find out more about working for us, the benefits we offer and guidance on the application process please visithttps://nwssp.nhs.wales/working-for-us/

NWSSP work in an agile way where possible, all posts will have a contractual base but as part of agile ways of working that may mean working from home and other locations. We also look at how we balance flexibility with community, and how to manage opportunities to learn from each other.

Job responsibilities

You will be able to find a full Job description and Person Specification attached within the supporting documents or please click Apply now to view in Trac

Person Specification

Qualifications and/or Knowledge

• Educated to degree level or equivalent knowledge / experience.
• ITIL V3 Foundation Accreditation or equivalent knowledge and experience.
• In depth knowledge of Service Provision standards and their application.
• ISEB Foundation in Enabled Business Change

Experience

• Extensive experience in Information and IT Service delivery and support
• Proven record in service delivery and 2nd line support
• Experience of working in an NHS/Healthcare or Public Sector environment
• Understanding of NHS Clinical / Administrative Information and IT Requirements
• Knowledge of current health systems and best practice
• Problem, Change and Release Management skills
• Basic understanding of the principles of Software Engineering.
• Strong self-sufficiency working in SQL database projects.
• Working knowledge of Transact SQL.
• Good written and verbal skills able to assimilate complex ideas / material and argue cases in a clear persuasive way.
• Ability to continue to learn (new technologies and health care practices).

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.

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