Clinical Systems Technician (SystmOne)

The Methodist Church in Britain; Greater London; Hybrid; GBP 30,000 - 45,000; Full time

Benefits offered by this job

Group pension

Private medical insurance

Wages on demand

Wellbeing support

CPD & career training

Hybrid / remote work

Discounts and offers

Job summary

The Technical Support Team at HCRG Care Group is recruiting a Clinical Systems Technician to support clinical systems, with a focus on SystmOne. The role covers complex incidents, configuration queries and knowledge-base upkeep, with hybrid working and occasional travel to sites.

You will train to become the organisational subject matter expert for Hybrid Mail, provide second-line support, and guide end users through tasks with training materials. Strong governance of health data is essential.

Qualifications

• Customer-facing experience, ideally in a service desk.
• Strong understanding of information governance and health data.
• Analytical and methodical approach to problem solving.
• Excellent interpersonal and communication skills.
• Evidence of ongoing professional development.

Responsibilities

• Support complex SystmOne incidents, configuration queries, record management and workflow issues.
• Provide specialist SystmOne support from a clinical systems perspective.
• Become the organisational subject matter expert for Hybrid Mail, giving specialist advice, second-line support and acting as the central contact.
• Manage support requests and document investigations and resolutions using ITSM software and MS Teams.
• Undertake routine configuration changes, including letter template and diary updates.
• Provide specialist record management support, including record merges and liaison with the National Back Office.
• Investigate system errors methodically, liaise with suppliers and keep Knowledge Base content up to date.
• Assist with major incidents, including end-user updates and escalation to Clinical Systems Leadership.
• Test new system functionality, review supplier release notes and summarise changes for the team.
• Contribute to configuration for major projects and support audit activities as directed.
• Support end users by guiding them through tasks and signposting training materials.
• Contribute to developing a detailed Knowledge Base for end users under the Clinical Systems Compliance Lead.

Skills

Customer-facing experience

Information governance knowledge

Analytical problem solving

Interpersonal skills

Communication skills

Tools

ITSM software

MS Teams

Job description

The Technical Support Team at HCRG Care Group is recruiting a Clinical Systems Technician to support the organisation's clinical systems, with a focus on TPP SystmOne. The work covers complex SystmOne incidents, configuration queries, record management and workflow issues, along with upkeep of a knowledge base for end users. The post also trains the holder to become the organisational subject matter expert for Hybrid Mail, with hybrid working and occasional travel to sites. Fit depends on customer-facing experience, such as in a service desk, and a sound grasp of information governance for health data.

What the job involves

• Support complex SystmOne incidents, configuration queries, record management and workflow issues
• Provide specialist SystmOne support from a clinical systems perspective
• Become the organisational subject matter expert for Hybrid Mail, giving specialist advice, second-line support and acting as the central contact
• Manage support requests and document investigations and resolutions using ITSM software and MS Teams
• Undertake routine configuration changes, including letter template and diary updates
• Provide specialist record management support, including record merges and liaison with the National Back Office
• Investigate system errors methodically, liaise with suppliers and keep Knowledge Base content up to date
• Assist with major incidents, including end-user updates and escalation to Clinical Systems Leadership
• Test new system functionality, review supplier release notes and summarise changes for the team
• Contribute to configuration for major projects and support audit activities as directed
• Support end users by guiding them through tasks and signposting training materials
• Contribute to developing a detailed Knowledge Base for end users under the Clinical Systems Compliance Lead

Experience

• Customer-facing experience, such as within a service desk environment

Skills & knowledge

• Strong understanding of information governance and record-keeping principles for health and special category data
• Analytical and methodical approach to problem solving
• Excellent interpersonal and communication skills

Other

• Evidence of ongoing professional development

Nice to have

• Experience working with SystmOne in a testing, configuration or support capacity

What’s offered

• Group pension
• Private medical insurance with fast access to specialists, including for musculoskeletal and mental health support
• My Reward Hub discounts, cashback and voucher offers
• Access to wages as you earn them
• Wellbeing support including counselling, legal, debt and career coaching
• eLearning, career pathways and CPD through The Learning Enterprise
• Hybrid and remote working to support work-life balance
• Free tea, coffee and milk at the base location