Application Support Officer

Northumbria Healthcare NHS Foundation Trust; Stokesley; On-site; GBP 27,000 - 34,000; Full time

Job summary

Northumbria Healthcare NHS Foundation Trust is seeking an enthusiastic Application Support Officer (Band 5) to support NEP Cloud, our shared finance and procurement solution. The role blends finance, procurement and customer service experience with an interest in systems, problem-solving and service improvement.

You will investigate and resolve NEP Service Desk requests, advise on functionality and best practices, and contribute to upgrades, training and documentation.

Qualifications

• Experience in finance, procurement or customer service.
• Interest in systems, problem-solving and service improvement.
• Ability to communicate clearly and manage competing priorities.

Responsibilities

• Investigate, analyse and resolve application support requests through the NEP Service Desk within agreed service levels.
• Provide clear, practical advice on system functionality and business processes.
• Maintain regular communication with users, updating on issues and escalations as needed.
• Support design, configuration, testing and implementation of system enhancements and quarterly upgrades.
• Analyse data, investigate discrepancies and produce reports for consortium organisations.
• Prepare and deliver training, user guidance and supporting documentation.
• Mentor and support colleagues in systems support and customer service roles.
• Deliver assigned project tasks within timescales and quality standards.
• Contribute to service reviews, audits and improvements while ensuring security and confidentiality.

Skills

Finance knowledge

Procurement experience

Customer service

Systems thinking

Problem-solving

Attention to detail

Communication skills

Tools

NEP Cloud

Oracle Cloud ERP

Job description

We are seeking an enthusiastic, customer-focused Application Support Officer to support the operation and development of NEP Cloud, our shared finance and procurement solution.

NEP is a not-for-profit NHS consortium providing services designed for the NHS, by the NHS. This Band 5 role combines your finance, procurement or customer service experience with an interest in systems, problem-solving and service improvement.

Within our Applications Support Team, you will investigate and resolve support requests, helping consortium organisations use NEP Cloud confidently. You will advise on functionality and best practice across Purchase to Pay, Order to Cash and Accounting to Reporting, developing specialist application knowledge.

You will also contribute to system developments, testing and quarterly upgrades, support training, prepare guidance and mentor systems support and customer service colleagues.

You will bring strong analytical skills, attention to detail and a professional, approachable manner, alongside the ability to communicate clearly, manage competing priorities and take ownership of queries.

Join a collaborative team that values knowledge sharing, continuous improvement and excellent customer service, while developing your skills and supporting essential NHS business services.

Please note you will be require to work onsite 3 days a week.

• Investigate, analyse and resolve application support requests through the NEP Service Desk, working within agreed service levels.


• Provide clear, practical advice on system functionality, business processes and best practice.


• Maintain regular communication with users, keeping them informed and escalating issues appropriately.


• Support the design, configuration, testing and implementation of system enhancements and quarterly upgrades.


• Analyse data, investigate discrepancies and produce reports to support consortium organisations.


• Prepare and deliver training, user guidance and supporting documentation.


• Mentor and support systems support and customer service colleagues, sharing knowledge and helping coordinate activities.


• Deliver allocated project tasks and work packages within agreed timescales and quality standards.


• Contribute to service reviews, audits and improvements while maintaining security, confidentiality and accurate records.

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.