Support Specialist

NHS; North East; Hybrid; GBP 38,000 - 47,000; Full time

Job summary

A leading healthcare services provider in the UK is seeking a Support Specialist. The role involves maintaining critical back-office applications, leading a talented IT team, and resolving user queries effectively. Candidates should have experience in IT systems support and be able to communicate effectively with both technical and non-technical stakeholders. A commitment to diversity and inclusion, along with a desire to contribute to meaningful healthcare services, is essential.

Benefits

27 days leave plus bank holidays

Flexible working options

Excellent pension scheme

NHS Car lease scheme

Access to discounts

Qualifications

• Experience in IT systems development and support.
• Ability to manage and mentor team members.
• Strong analytic skills for resolving complex issues.

Responsibilities

• Support and maintain NHS BSA back-office applications.
• Lead a diverse IT team to ensure service excellence.
• Communicate effectively with stakeholders for issue resolution.

Skills

Software support experience

Technical communication

Team leadership

Problem-solving

Analytical skills

Education

IT-related degree or equivalent experience

Tools

Technical methodologies

Various software platforms

Job description

Overview

Join the NHS Business Service Authority as a Support Specialist!

Are you passionate about using technology to make a real impact? Do you have experience in software support and a keen interest in supporting essential NHS services? Can you work closely with a talented and motivated team in a business-critical environment, maintaining and enhancing NHS back-office applications? If you can, and you are up for the challenge, we would love to hear from you!

What do we offer

• 27 days leave (increasing with length of service) plus 8 bank holidays
• Flexible working (we are happy to discuss options such as compressed hours)
• Flexi time
• Hybrid working model (we are currently working largely remotely)
• Career development
• Active wellbeing and inclusion networks
• Excellent pension (20.6% employer contribution)
• NHS Car lease scheme
• Access to a wide range of benefits and high street discounts

Main duties

As a Support Specialist your main duties will be:

• Ensuring critical NHS BSA back-office applications are supported and maintained to exceptional standards. These systems support thousands of current and past NHS employees.
• Leading and developing a team of diverse IT professionals who work to exacting standards and SLAs.
• Working with internal and external stakeholders ensuring the delivery of outstanding service, resolving issues and enquiries from users and stakeholders on a daily basis.

About us

Here at the NHS Business Services Authority (NHSBSA), what we do matters.

We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we're proud to be part of something meaningful, that touches millions of lives.

We design our services around customer needs and place people at the heart of our organisation. That's why when you join us, you'll be empowered and supported to help your career grow.

As one of the UK's Best Big Companies to work for, we're connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.

We strive to offer a fantastic colleague experience, where every colleague is heard, supported and respected. Wellbeing, diversity and inclusion is at the centre of this, and you can join our Lived Experience Networks who help us bring our authentic selves to work.

We're committed to being a flexible employer and we try to offer a working pattern that suits you where possible, through hybrid working, flexible hours and more.

Alongside a competitive salary with pay progression, we offer a people-centric benefits package, connecting you to the rewards and benefits you value most!

Ready to join us in delivering business service excellence to the NHS, helping people live longer, healthier lives? Apply today and see where the NHSBSA can take you.

We are people connected to care.

Details

Date posted: 24 September 2025

Pay scheme: Agenda for change

Band: Band 6

Salary: £38,682 to £46,580 a year

Contract: Permanent

Working pattern: Full-time

Reference number: 914-BSA7473303

Job location: Stella House, Goldcrest way, Newburn Riverside, Newcastle Upon Tyne, NE15 8NY

Job responsibilities

In this role, you are accountable for

1. Analyses, interprets and reports information and knowledge of technical subjects and concepts to influence decisions.
2. Applies the appropriate methods and procedures for the development and testing of systems.
3. Designs, develops, enhances, tests, implements and documents BSA IT services to meet stated requirements.
4. Monitors and supports the efficient and effective running of bespoke, third-party and mixed services. Uses incident, problem, request and change management processes and systems to support successful implementation of system enhancements and fault resolutions.
5. Possesses an advanced skill-level in the technologies (methodologies, languages etc) which have been adopted by BSA TechnologySolutions.
6. Supporting multiple BSA business services together with an understanding of the wider organisation and strategy to identify and meet business requirements.
7. Analyses and resolves a wide range of highly complex non-routine business problems by applying an analytical, creative and systematic approach, escalating issues where relevant.
8. Resolves conflicting requirements and produces and presents a range of solutions to customers, managers and peers. Makes recommendations which influence key decisions within and outside own area (eg service design, reporting, training, operational activity).
9. Uses initiative to make decisions on complex technical matters, communicating this to colleagues and management.
10. Supervises, trains, and mentors existing team members and assists customers to develop skills.
11. Establishes and maintains communication with internal and external stakeholders about difficult or complex matters overcoming any problems in communication, and communicates effectively at all levels to both technical and non-technical audiences, verbally and in writing.
12. Plans and takes responsibility for the work of self and others to achieve given objectives. Co-ordinates this work, including customer liaison, quality reviews, meetings, implementation and testing activity across a number of teams and functions.
13. Manage time effectively when required to work on a number of tasks in parallel. Adjusts plans as appropriate to take account of conflicting priorities and deadlines.
14. Produces documentation (such as operating instructions and user guides) at an appropriate level for technical and non-technical audiences.
15. Selects appropriate methods, tools and applications for application development, test and support.
16. Analyses, interprets and presents information from various sources about complex subjects to influence key decisions.
17. Participate in partnership working with other individuals, groups and agencies inside and outside the NHS BSA.
18. Operates in a quality-oriented environment and continually seeks to improve customer service by examining and recommending changes to procedures, policies & services.
19. Carries out research and development work to support future business needs whilst maintaining knowledge of market trends and an understanding of emerging technologies and business opportunities to assess their relevance and application to the BSA.
20. Takes responsibility for personal development and actively seeks development opportunities.
21. Works out of normal working hours as determined by business needs. Participates in on-call rotas as necessary.
22. Deputsies for their line manager within appropriately allocated areas of responsibility as required.
23. Contributes towards the development of future work plans and requirements. Assists the planning process by producing time & resource estimates.
24. Monitors own and others health, safety and security in accordance with BSA policies.
25. Ensures own actions support equality, diversity and rights.

In addition to the above accountabilities, as post holder you are expected to

1. Undertake additional duties and responsibilities in line with the purpose of your role and as agreed by your line manager.
2. Demonstrate NHSBSA values and core capabilities in all aspects of your work.
3. Encourage an environment where your own and colleagues safety and well-being is promoted.
4. Contribute to a culture which values diversity and inclusion.
5. Follow NHSBSA policies, procedures, and protocols as they apply to your role.

Working relationships

Responsible to: Digital Support Manager

Key relationships and connections: Digital Leadership Team, Strategic Partners, Third party software providers, End users, NHSBSA Colleagues

Person Specification

Essential and Desirable qualifications, experience and attributes are detailed in the original job text. The candidate should refer to the full content for specifics. Examples include:

• Autonomy and initiative; accountability for self and others
• Willingness to develop and adapt in a changing environment
• Ability to plan, manage multiple concurrent streams of work
• Technical and business competency and ability to absorb new information
• Strong ability to communicate and partner with internal and external stakeholders

Experience: Essential and Desirable as described in the original text, including IT systems development, testing, support, and knowledge of methodologies, languages, platforms and tools.

Employer details

Employer name: NHS Business Services Authority

Address: Stella House, Goldcrest way, Newburn Riverside, Newcastle Upon Tyne, NE15 8NY

Employer's website: NHSBSA careers