IM&T Application Support Analyst

Devon Partnership NHS Trust; Dawlish; Hybrid; GBP 26,000 - 30,000; Full time

Job summary

An established industry player is seeking a dedicated Application Support Analyst to join their Clinical Applications Support Team. This exciting role involves providing second-line support for key clinical applications, managing service requests, and ensuring the effective use of digital platforms. You will have the opportunity to work in a dynamic environment that values mental health and wellbeing, while contributing to innovative digital transformation initiatives. If you are passionate about technology and improving patient care, this position offers a chance to make a significant impact in a supportive and inclusive team.

Qualifications

• Experience supporting applications or systems, including service desk operations.
• Proficiency in Microsoft Office and data analysis.

Responsibilities

• Provide second-line support for clinical applications and manage service requests.
• Participate in service development and quality improvement initiatives.

Skills

Analytical Skills

Communication Skills

Problem-Solving Skills

Data Analysis

ITIL Foundation

Education

CITP or equivalent

GCSEs in Mathematics and English

Tools

ServiceNow

Microsoft Office

Job description

Location: Dawlish, EX70NR
Salary: £26530.00 to £29114.00
Date posted: 11th April 2025
Closing date: 1st May 2025

A fantastic opportunity has arisen for an Application Support Analyst within the Clinical Applications Support Team (Live Services).

Please note that the salary threshold for this post does not meet the requirements to apply for a UK certificate of sponsorship.

You will be joining Devon Partnership Trust, which encompasses urban, rural, and coastal demographics, making this a fascinating and beautiful area to be based in.

The Clinical Applications Support Team is responsible for the effective deployment, management, and use of several key line of business applications and supplementary systems.

The successful candidate will join a dynamic, motivated, and skilled service desk team within the wider Digital, Data, and Technology Department.

The Department has been formed to support the digital innovation and transformation of the Trust's business operations.

Previous applicants need not apply.

Main duties of the job

This role provides second-line support for clinical applications used within the Trust, including the Electronic Patient Record system SystmOne, Smartcards, and other applications via a ServiceNow platform.

The post holder will be responsible for:

1. Ticket management to fulfill service requests and investigate issues, providing routine resolutions and guidance, and less frequently, investigating problems.
2. Supporting users daily, using Standard Operating Procedures, and liaising with vendors to resolve issues effectively.
3. Adapting applications per change management processes.
4. Upholding organisational policies on access, use, quality, and data sharing, and promoting these within work activities.
5. Participating in an out-of-hours on-call rota (1 in 8) for clinical application access support once trained.
6. Option to work full-time in the office or adopt a hybrid working arrangement (up to two days in the office, three days remote).

Please note that the salary threshold does not meet the criteria for a UK certificate of sponsorship; therefore, visa applicants need not apply.

About us

We provide mental health, learning disability, and neurodiversity services, along with specialist and secure services for the wider south-west and nationally. We are passionate about mental health & wellbeing and committed to high-quality, safe, recovery-focused services.

We foster a culture of coproduction, involving patients, families, and carers in our work.

Our values

We recruit based on qualifications, experience, and demonstration of core behaviours such as commitment to quality, respect, dignity, and compassion. We aim to embody these values daily.

We are an inclusive employer, encouraging applications from all community sections, supporting flexible working, and particularly welcoming those with lived experience of mental health conditions, neurodiversity, or learning disabilities. We are a Disability Confident Leader.

Job responsibilities

Communication and Working Relationship Skills

• Providing specialist advice and guidance on information matters.
• Investigating variances from plans and contributing to solutions.
• Supporting internal and external communications.
• Preparing correspondence and complex documents.
• Maintaining relationships with stakeholders.
• Participating in working groups and projects, providing advice and analysis.
• Communicating risks, issues, and dependencies.

Analytical and Judgemental Skills

• Gathering information to analyze problems and decide actions.
• Maintaining and analyzing data to support practice and predict demands.
• Using risk and issue tracking mechanisms.
• Participating in meetings and providing advice.

Planning and Organisational Skills

• Participating in training and evaluating its effectiveness.
• Delivering objectives, managing workload, and prioritizing tasks.

Responsibility for Patient/Client Care, Treatment, and Therapy

• While not delivering direct patient care, actions may impact care delivery and clinical safety.
• Understanding and translating system changes for clinical staff to support high-quality patient care.

Responsibility for Policy and Service Development/Implementation

• Participating in service development and quality improvement.
• Reflecting on policy compliance and contributing to evaluations.

Responsibility for Finance, Equipment, and Resources

• Managing financial and resource objectives, achieving value for money.
• Maximizing user knowledge of digital platforms.
• Placing orders within the service budget.

Responsibility for Human Resources

• Providing technical coaching and training.

Responsibility for Information Resources and Administrative Duties

• Ensuring operation of critical information systems.
• Performing database and fault management tasks.
• Documenting maintenance and faults.
• Participating in out-of-hours support rotations.

Responsibility for Research and Development

• Undertaking user satisfaction audits and participating in system testing.

Freedom to Act

• Working within a small team, prioritizing tasks, and referring issues beyond remit.
• Ensuring compliance with standards and directives.

Any Other Specific Tasks

• Promoting equality, diversity, and inclusion.
• Upholding principles of transparency and candour.
• Adhering to infection control and social distancing policies.

Person Specification

Qualifications

• CITP or equivalent.
• GCSEs in Mathematics and English.
• Experience in administrative roles applying these qualifications.
• Experience supporting applications or systems, including service desk operations.
• ITIL Foundation certification.

Experience

• Use or administration of key systems.
• Use of service management records and processes.
• Proficiency in Microsoft Office.
• Data analysis and interpretation.
• Working across teams with tact and confidentiality.
• Prioritizing workload under pressure.
• Knowledge of IT change management and service improvement tools.
• Experience as an application support analyst or superuser, including NHS experience is desirable.

Disclosure and Barring Service Check

This post is subject to DBS check due to the nature of the role.