System Support Officer | Northumbria Healthcare - NHCT Northumbria Healthcare NHS Foundation Trust

Northumbria Healthcare NHS Foundation Trust; Stokesley; Hybrid; GBP 30,000 - 45,000; Full time

Job summary

A leading healthcare organization located in Stokesley seeks an experienced Systems Support Officer to provide high-quality support to its NEP Consortium. The successful candidate will manage service desk requests, mentor junior staff, and specialize in financial processes like Procure to Pay and Order to Cash. This role offers a hybrid working model and requires a collaborative spirit to enhance NHS services through digital innovation.

Benefits

Mentorship and development programs

Hybrid working model

Supportive team culture

Qualifications

• Experience in systems support or a related field.
• Understanding of financial and procurement processes.
• Ability to manage service desk requests effectively.

Responsibilities

• Deliver high-quality system support and resolve service desk requests.
• Provide mentorship to Systems Support Assistants.
• Assist in the design, testing, and implementation of new system features.

Skills

Analytical skills

Interpersonal skills

Methodical approach

Tools

Oracle Cloud ERP

Service Desk Software

Job description

We are pleased to offer an excellent opportunity for an experienced and motivated individual to join the NEP System Support Team as a Systems Support Officer.

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 be expected to provide guidance on system functionality and business processes, including Procure to Pay (P2P), Order to Cash (O2C), and Accounting to Reoprting (A2R), whilst specialising in a core area of process expertise.

NEP is hosted by Northumbria Healthcare NHS Foundation Trust, recognised as the top acute and community trust in England (NHS Staff Survey 2022), and is committed to innovation, inclusion and continuous improvement.

If you are enthusiastic, solutions-focused, and committed to supporting NHS organisations through digital innovation and shared services, we would welcome your application.

As a Systems Support Officer, you will play a vital role in ensuring a responsive and professional service is delivered through our NEP Service Desk. Working closely with colleagues, you will be responsible for investigating, managing and resolving user requests in accordance with agreed Service Level Agreements (SLAs), while maintaining the highest standards of data security and customer service.

You will contribute to a shared Service Desk, operating between 08:00 and 18:00 Monday to Thursday, and 08:00 to 17:00 on Fridays. You will work on a rostered basis across these hours, providing front-line support to a diverse user base. This role follows a hybrid working pattern, with a minimum of 60% of the working week spent in the office, and occasional out-of-hours testing is required to support planned system changes.

In addition to call resolution, you will provide mentorship to Systems Support Assistants and wider team members to ensure that support activity is consistent, efficient and in line with NEP’s commitment to service excellence.

NEP is hosted by Northumbria Healthcare NHS Foundation Trust and is the largest NHS Consortium in England. NEP provides a cutting-edge, fully integrated finance and procurement solution tailored specifically for NHS organisations, configured on Oracle Cloud ERP.

Through collaboration and shared learning, we empower our members to optimise resources, meet evolving directives, driving improve outcomes for patients.

At NEP, we foster a culture of inclusion, collaboration and continuous improvement. Staff are supported to grow professionally through mentorship, development programmes and opportunities to work on innovative projects. Our hybrid-working model supports a healthy work-life balance while maintaining strong team connectivity and service delivery.

You will join a motivated and knowledgeable team, where your input is genuinely valued. We are proud of our collaborative ethos and our shared commitment to supporting front-line NHS services through reliable digital infrastructure.

The Systems Support Officer will deliver support and guidance to NEP Consortium members on the effective use of system functionality and the application of best practice across a range of business processes. The role will involve providing specialist advice to NHS organisations, with a particular emphasis on Accounts Receivable and Order to Cash (O2C) processes.

You will support users across all business process areas – Procure to Pay (P2P), Order to Cash (O2C), and Accounting to Reporting (A2R) – promoting best practice and consistent use of system functionality. As a subject matter expert, you will provide insights, recommendations and guidance on both operational and strategic system use.

Responsibilities include assisting in the design, testing and implementation of new system features, supporting upgrades, and resolving issues related to data, reports, or application behaviour. You will help produce user documentation, deliver structured training, and contribute to standardising processes across the Consortium.

This role requires a methodical, analytical approach, excellent interpersonal skills, and the ability to work effectively both independently and as part of a team. You will also collaborate with technical specialists and project teams, playing an important part in ensuring that service developments meet the evolving needs of our NHS users.


This advert closes on Monday 28 Jul 2025