System Support Officer

Northumbria Healthcare Nhs Foundation Trust; Stokesley; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A healthcare organization in Stokesley seeks a System Support Specialist to provide high-quality support and resolve service desk requests. The role includes mentoring team members and supporting system developments, particularly in ERP processes. Candidates should possess strong analytical skills and experience with Oracle Cloud ERP. This position offers flexible working and a comprehensive benefits package.

Benefits

Staff health and well-being programme

Flexible working opportunities

Generous annual leave and pension scheme

Qualifications

• Methodical and analytical approach with strong interpersonal skills.
• Ability to work effectively independently and as part of a team.
• Experience or knowledge of ERP systems, ideally Oracle Cloud ERP.

Responsibilities

• Investigate, manage and resolve user requests per SLAs.
• Provide first-line support during standard working hours.
• Mentor and train Systems Support Assistants.
• Provide specialist advice on accounts receivable and cash processes.
• Assist in design, testing and implementation of new system features.

Skills

Analytical skills

Interpersonal skills

ERP systems knowledge

Tools

Oracle Cloud ERP

Job description

Overview

The successful candidate will play a key role in delivering high‑quality system support to NEP Consortium organisations. This includes managing and resolving service desk requests, supporting system developments and enhancements, and mentoring Systems Support Assistants. The postholder will provide guidance on system functionality and business processes, including Procure to Pay (P2P), Order to Cash (O2C) and Accounting to Reporting (A2R), while specialising in a core area of process expertise.

Key Responsibilities

• Investigate, manage and resolve user requests in accordance with agreed Service Level Agreements (SLAs).
• Provide first‑line support during the 08:00–18:00 Monday–Thursday and 08:00–17:00 Friday roster.
• Work on a rostered basis, with a hybrid working pattern that requires the minimum of 60% office presence and occasional out‑of‑hours testing.
• Mentor and train Systems Support Assistants and wider team members to ensure consistent, efficient support activity.
• Provide specialist advice on accounts receivable and order‑to‑cash processes and support users across all business process areas (P2P, O2C, A2R).
• Assist in the design, testing and implementation of new system features, support upgrades, and resolve issues related to data, reports or application behaviour.
• Produce user documentation and deliver structured training sessions to promote best practice and standardise processes across the Consortium.
• Collaborate with technical specialists and project teams to ensure service developments meet evolving NHS user needs.

Qualifications

• Methodical, analytical approach with strong interpersonal skills.
• Ability to work effectively independently and as part of a team.
• Experience or knowledge of ERP systems, ideally Oracle Cloud ERP.

Applicants who are members of the Armed Forces, and those with a disability that requires workplace support (two‑ticks pledge) will be interviewed under the Trust's interview guarantee scheme. Applicants who meet the Fit and Proper Person Requirements (FPPR) will require additional pre‑employment checks in line with CQC and NHS England statutory guidance.

Equality, Diversity & Inclusion

We recognise the positive value of diversity and inclusion and are committed to a workforce that is diverse, equal and inclusive. We welcome and encourage job applications from people of all backgrounds. We particularly welcome applications from Black, Asian and Minority Ethnic (BAME) candidates, as BAME people are currently under‑represented in our workforce, along with other under‑represented groups such as LGBT+ and disabled candidates. We are proud to be a Disability Confident Employer, a Stonewall Diversity Champion and a Gold award holder from the Defence Recognition Scheme.

Benefits

• Extensive staff health and well‑being programme, including access to our specialist Wellbeing Hub.
• Support and connection through a variety of Staff Network groups.
• A range of flexible working opportunities.
• Generous annual leave and pension scheme.
• Access to lease car and home electronics scheme (qualifying criteria applies).
• Opportunities to improve professional development through our extensive training programmes.
• Access to a savings scheme via salary sacrifice with Northumberland Community Bank.