Clinical Systems Technician (SystmOne)

HCRG Care Group; Birmingham; Hybrid; GBP 32,000 - 46,000; Full time

Job summary

HCRG Care Group is seeking a detail‑oriented Clinical Systems Technician to support and maintain our portfolio of clinical systems, notably SystmOne, and Hybrid Mail services. Based in Birmingham with hybrid work flexibility, you will handle incident management, configuration changes, knowledge base development, and end‑user guidance, ensuring accurate records and high‑quality service.

You will join the Technical Support Team and collaborate across departments to deliver reliable clinical system

Qualifications

• Experience in health IT/support environments.
• Strong understanding of information governance and record-keeping principles in health data.
• Customer-facing experience such as within a Service Desk environment.

Responsibilities

• Daily use of ITSM software and MS Teams to manage support requests and document investigations and resolutions.
• Develop a detailed Knowledge Base to support end users under the Clinical Systems Compliance Lead.
• Undertake routine configuration changes in clinical systems, including letter templates and diary updates.
• Attend and contribute to team meetings and service improvement initiatives.
• Support end users by guiding them through tasks within the systems and signposting training materials.
• Provide specialist support for record-management issues, including record merges and liaison with the National Back Office.
• Investigate system errors and issues methodically, liaising with suppliers and keeping Knowledge Base content up to date.
• Assist with major incidents, including end-user updates and escalation to Clinical Systems Leadership.
• Assist in testing new system functionality and summarising changes for the team.
• Contribute to configuration for major projects and support audits as directed.

Skills

IT support

SystmOne knowledge

Customer facing

Documentation

Team collaboration

Tools

ITSM software

MS Teams

Job description

The following content displays a map of the jobs location - Hybrid / Birmingham

***Please note: This vacancy is being advertised across multiple locations to reach a wider pool of candidates. We are recruiting for one position only, so if you have already applied through another location, there is no need to submit a further application. All applications will be considered for the same vacancy.***

As part of our continued development at HCRG Care Group, we are seeking a detail‑oriented and technically proficient Clinical Systems Technician to support and maintain our portfolio of clinical systems and supporting technologies .

This role sits within the Technical Support Team , with a key focus on delivering subject matter expertise for TPP SystmOne from a clinical systems support perspective.You will play a vital role in supporting complex SystmOne incidents, configuration queries, record‑management activity, and workflow‑related issues—ensuring consistent, high‑quality support across the organisation .

In addition to SystmOne responsibilities, you will also be trained to support our Hybrid Mail services. Following completion of training, you will become the organisational Subject Matter Expert for Hybrid Mail support, providing specialist advice, second‑line support, and acting as a central point of contact for all Hybrid Mail‑related issues .

This is a customer‑facing role requiring excellent communication skills, a methodical approach to problem solving, and the ability to maintain clear, accurate records of all actions undertaken.

You will be based at a local office dependent on your location with remote supported to aid a healthy work-life balance. Occasional travel is expected to sites within the allocated areas and beyond as required.

What You'll do:

• Daily use of ITSM software and MS Teams to manage support requests, ensuring detailed documentation of investigations and resolutions .
• Contribute to the development of a detailed Knowledge Base to support end users, under the direction of the Clinical Systems Compliance Lead .
• Undertake routine configuration changes in relevant clinical systems, including letter template and diary updates.
• Attend and actively contribute to team meetings and service improvement initiatives.
• Support end users by guiding them through tasks within the relevant systems and signposting available training materials .
• Provide specialist support for record‑management issues, including record merges and liaison with the National Back Office where required .
• Investigate system errors and issues methodically, liaising with suppliers as necessary and ensuring Knowledge Base content is kept up to date.
• Assist with major incidents, including end‑user updates and escalation to Clinical Systems Leadership in line with established procedures.
• Assist in testing new system functionality, reviewing supplier release notes, and summarising changes to the team.
• Contribute to configuration for major projects and support audit activities as directed by the Clinical Systems Compliance Lead .

About You:

You will thrive in this role if you are / you have the following essential criteria:

• Strong understanding of information governance and record‑keeping principles relating to health and special category data .
• Customer‑facing experience, such as within a Service Desk environment.