Senior ICT Support Officer - INTERNAL

Betsi Cadwaladr University Health Board; Rhyl; On-site; GBP 30,000 - 42,000; Full time

Job summary

Betsi Cadwaladr University Health Board is seeking a Senior ICT Support Officer to join the ICT Delivery Team supporting the All Ages Mental Health and Learning Disabilities (MHLD) Project. The role focuses on designing, configuring and optimising digital solutions through SQL-based configuration, working with clinical, operational and technical stakeholders.

You will translate business requirements into system build, develop templates, forms and workflows, and provide specialist advice and

Qualifications

• Lead system configuration activities using SQL-based configuration tools.
• Translate business requirements into system configuration and workflow designs.
• Develop, maintain and optimise system build, templates, forms and workflows.
• Write and modify SQL queries to support configuration, testing, troubleshooting and data analysis.
• Plan and undertake testing activities including system integration and user acceptance testing.
• Investigate and resolve complex configuration and system issues.
• Provide specialist advice and support to users and stakeholders.
• Support and mentor ICT Support Officers.
• Contribute to project delivery and continuous improvement activities.

Responsibilities

• Lead and undertake system configuration activities using SQL-based configuration tools.
• Analyse and translate business requirements into system configuration and workflow designs.
• Develop, maintain and optimise system build, templates, forms, assessments and workflows.
• Write and modify SQL queries to support configuration, testing, troubleshooting and data analysis.
• Plan and undertake testing activities including system integration and user acceptance testing.
• Investigate and resolve complex configuration and system issues.
• Produce configuration specifications, testing documentation and user guidance materials.
• Provide specialist advice and support to users and stakeholders.
• Support and mentor ICT Support Officers.
• Contribute to project delivery and continuous improvement activities.

Skills

SQL-based configuration

System configuration

Stakeholder engagement

Mentoring ICT staff

Customer service

Education

Degree level or equivalent

Tools

Microsoft Office

Job description

Job Overview

PLEASE NOTE THAT WE WILL ONLY ACCEPT APPLICATIONS FROM STAFF CURRENTLY EMPLOYED BY BETSI CADWALADR UNIVERSITY HEALTH BOARD

This post is secondment for 5 months due to funding

If you are interested in applying for the secondment position, you must obtain permission from your current line manager prior to applying for this post.

Would you like to help deliver one of the largest digital transformation projects within Betsi Cadwaladr University Health Board?

An exciting opportunity has arisen for a Senior ICT Support Officer to join the ICT Delivery Team supporting the All Ages Mental Health and Learning Disabilities (MHLD) Project.

This Pan BCUHB role will play a key part in delivering a major digital project that will modernise the way Mental Health and Learning Disability services deliver care across North Wales.

The primary purpose of this role is to design, configure and optimise digital solutions through SQL-based configuration activities. Working closely with clinical, operational and technical stakeholders, the post holder will translate business requirements into system build and configuration, ensuring solutions meet service and project requirements.

Main duties of the job

• Lead and undertake system configuration activities using SQL-based configuration tools.
• Analyse and translate business requirements into system configuration and workflow designs.
• Develop, maintain and optimise system build, templates, forms, assessments and workflows.
• Write and modify SQL queries to support configuration, testing, troubleshooting and data analysis.
• Plan and undertake testing activities including system integration and user acceptance testing.
• Investigate and resolve complex configuration and system issues.
• Produce configuration specifications, testing documentation and user guidance materials.
• Provide specialist advice and support to users and stakeholders.
• Support and mentor ICT Support Officers.
• Contribute to project delivery and continuous improvement activities.

The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply.

Working for our organisation

If you relish a challenge, have a passion to help others or simply fancy a fresh start, then Betsi Cadwaladr University Health Board (BCUHB) North Wales, has all the right ingredients. The largest health organisation in Wales, providing a full range of primary, community, mental health, acute and elective hospital services for a population of around 700,000, across North Wales.

Join our team and get the support you need, in line with our Organisational Values and 'Proud to Lead' competence framework.

Enjoy being part of working with engaged leadership at all levels, and be assured we are committed to promoting equality and diversity, and are proud to welcome applicants under the 'Disability Confident Employer' scheme.

Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.

Applications may be submitted in Welsh. Applications submitted in Welsh will not be treated less favourably than an application submitted in English.

Detailed Job Description And Main Responsibilities

Join Us

This is an exciting opportunity to contribute to a project that will transform services across North Wales, improving the quality, efficiency and accessibility of care for patients and staff. If you are passionate about digital transformation, system configuration and delivering meaningful change through technology, we would love to hear from you.

These secondment opportunities are expected to run until 31 March 2029 in line with the current programme timeline. However, funding is presently confirmed only until 31 March 2027. Continuation of the secondment beyond this date will be subject to the successful securing of future funding. Should additional funding not be secured, the secondment may end earlier than the anticipated end date, with individuals returning to their substantive posts in accordance with the agreed secondment arrangements.

Person specification

Qualifications And Knowledge

Essential criteria

• Educated to Degree level or equivalent experience.
• Evidence of Continual Professional Development
• Possesses a good working knowledge of multiple Systems and hardware platforms gained by experience and training.
• Demonstrates a good knowledge of NHS Wales and LHB information and communications technology standards and requirements.
• Hold a relevant training qualification - Level 3 Award in Education and Training (Previously known as PTTLS - Preparing to Teach in the Life Long Learning Sector)

Desirable criteria

• Recognised professional qualification in an electronic engineering/computing field such as MCSE MCSP (Microsoft Certification) ITIL Foundation
• Knowledge in application management
• Professional body membership such as SDI, BCS or FedIP
• Knowledge of both local and national NHS ICT developments and strategies.
• Full knowledge of NHS IT security policies and procedures.
• Good knowledge of organisations goals and objectives. Change management Customer services management

Experience

Essential criteria

• Experience of providing ICT support to Negotiated Service Level agreements in a hospital or large organisation environment.
• Problem identification and solving.
• Experience of working in an NHS/social care or voluntary sector setting
• Participation in change management projects and process re-engineering
• Experience of supervising staff
• Problem identification and solving

Desirable criteria

• Experience of staff supervision or management.
• Experience of liaising with senior managerial staff and clinical staff in the determination of their information technology needs.
• Experience of managing change.

Aptitude And Abilities

Essential criteria

• Excellent Customer service Skills
• Ability to stay calm and communicate effectively in a stressful situations.
• Ability to write and maintain technical reports, operational procedures and system documentation sets in an accurate, concise and clear manner.
• Must have advanced IT/Keyboard skills demonstrable across Microsoft Office Suite of applications.
• Ability to direct and conduct research into ICT issues, systems and products as required.
• Proven ability of minute taking
• Ability to effectively prioritise tasks in a high-pressure environment.
• Ability and willingness to Travel across the Health Board and broader if required.
• Ability to train and support staff.
• Conflict resolution skills
• Sound judgment, planning, decision making, and organisational skills
• Ability to work on own initiative and organise / prioritise own workload and that of the team to operate effectively
• Ability to train and support staff

Desirable criteria

• Ability to initiate and respond positively to change, and the ability to learn from experience.

Values

Essential Criteria

• Innovator
• Lateral Thinker
• Ability to communicate verbally with all levels of the organisation and able and willing to share information.
• Flexible and adaptable to meet all aspects of the work
• Time Management skills.
• Completer Finisher
• Advances people skills

Other

Essential criteria

• Demonstrates keen attention to detail.
• Committed to a culture of continuous improvement and development - underpinned by open communications and collaboration.
• Appetite for hard work and challenges
• Show resilience, stamina and reliability under sustained pressure.
• High level of personal integrity
• Flexible in approach to try new procedures and practices
• Excellent customer service orientation.
• Flexible in approach to try new procedures and practices