Applications Support Analyst

St George's University Hospitals; City Of London; On-site; GBP 32,000 - 45,000; Full time

Job summary

St George's University Hospitals is seeking a capable 3rd line applications support analyst to provide expert support for the Electronic Patient Record (EPR) and related clinical systems. The role involves resolving complex issues, coordinating with IDT and external suppliers, and upholding change control standards to ensure timely, effective problem resolution.

The successful candidate will communicate effectively with medical and non-medical staff, contribute to system enhancements, and

Qualifications

• Experience in third-line or advanced applications support environments.
• Strong analytical and problem-solving abilities.
• Excellent communication with clinical and non-clinical staff.
• Familiarity with change control processes and RFC handling.

Responsibilities

• Provide high-quality 3rd line application support for clinical systems to Trust users.
• Log and update work in the Service Desk system; keep customers informed of progress.
• Investigate complex application and interfacing problems and provide solutions.
• Offer specialist advice on applications and clinical systems to IDT and others.
• Support development and maintenance of EPR and related Trust IT services.
• Follow Change Control Procedures and submit RFCs to the Change Control Board.
• Explain technical issues to a wide range of Trust staff and liaise with external stakeholders.
• Assist in system enhancements and report progress to the Applications Build & Support Manager.
• Manage incidents, problems and requests ensuring timely resolution and adherence to standards.

Skills

Incident management

EPR knowledge

Stakeholder communication

Technical troubleshooting

Job description

The post holder will provide a high quality and professional 3rd line application support service to all applications/clinical system users within the Trust. Ensuring that all works are accurately logged and updated on the Service Desk system and that customers are kept informed of the progress of works. This will include assisting in the investigation of complex application and interfacing problems and provides appropriate solutions. The post holder will also provide specialist advice regarding applications and clinical systems to IDT and non-ICD problems are resolved in a timely manner. The Trust is part of a Group arrangement with Epsom & St Helier Hospitals which has committed to the development of a new shared domain which will make it easier for patients to be treated and for clinicians to work collaboratively across south west London, Surrey and beyond. As this new shared EPR domain will be based on the current St George's domain, it is anticipated that this role will support that development at St Georges. The post holder is also responsible for troubleshooting problems and challenges within the clinical information systems and applications. This may include clinical processes and/or software issues. An applications support analyst works with a wide variety of groups within the hospital including medical and non-medical staff. They must be effective communicators and be able to liaise with users/managers to help identify issues and alleviate problems or concerns that they may have with the functionality within the system and be able to work with users/managers, third party suppliers and all other sections within IDT to ensure that these problems are resolved in a timely manner. The IDT department manages the Trust's IDT systems, infrastructure and IT support services enabling the electronic filing, printing and sharing of both clinical and non-clinical information. It also provides support to manage the systems and services which includes: helpdesk; IT training; break-fix; application development, acquisition and support for all the supported Trust IT services. The IDT department is also responsible for Information Governance. We work to identify opportunities to streamline business processes and to enable data sharing and collaboration internally and externally by use, or replacement, of technology. In addition, IDT provides tools to enable business units to achieve their goals, resulting in improved quality of care to patients.

• The post holder is a member of the Applications Build and Support Team and is responsible for the design, development and support of the Electronic Patient Record (EPR), having overall responsibility for the provision of a comprehensive EPR support service, which allows staff to use key systems proficiently and effectively, providing expert specialist advice.
• The post holder will be providing and receiving complex and sensitive routine information which requires tact and persuasive skills, or where there are barriers to understanding, or providing and receiving complex or sensitive information.
• The post holder will provide application and clinical system level technical support for end users and is responsible for developing excellent working relationships with key stakeholders both external and internal.
• The post holder will provide applications support and development of EPR including the 'day to day' account management of the EPR account relevant to the specific Trust site.
• The post holder will have responsibility for ensuring that Change Control Procedures are followed, including the submission of Requests for Change (RFCs) to the Change Control Board, the execution of the technical change and the completion of documentation including keeping all paperwork up-to-date.
• The post holder will assist with and support others workstreams within IDT and be responsible for ensuring that systems are changed to meet new requirements and will require the post holder to explain technical issue to a wide range of Trust staff.
• The post holder will negotiate with multiple external stakeholders on the timing and implementation of system configuration Service Request updates and communicate these to the Trust.
• The post holder will be responsible for contributing towards the implementation of system enhancements and reporting progress to the Applications Build & Support Manager.
• The post holder will manage and action the resolution of incidents, problems and requests in own area in an efficient and professional manner, whilst conforming to Trust and departmental standards, service agreements, policies, procedures and working practices, seeking further advice and information from the Senior Technical Architects when necessary.
• The post holder will assess the escalation and monitoring of incidents and requests and liaise with external agencies and suppliers, ensuring that an accurate analysis of minimum data sets are submitted correctly and full communication of call progress is maintained in a timely manner.
• The post holder will assist in the maintenance of the applications and clinical systems and provide support and assistance during system outages.