Application Support Specialist Dunkeld

Clinical Application Support Specialist (Oncology)

A vacancy exists for a Clinical Application Support Specialist (Oncology) based at Head Office in Oxford Parks, reporting to the IM Head of Technology Services. This is a hands-on operational position responsible for supporting all Oncology systems and applications, serving as the custodial "owner" and subject-matter expert for the Oncology applications/systems.

Responsibilities

1. Provide subject-matter expertise and knowledge regarding the Oncology systems to all role players and provide user support as required, in liaison with the IT Service Desk, Contact Centre, and all Technology Services.
2. Monitor and assess the extent to which the systems functionalities and performance meet user requirements.
3. Manage service level delivery according to agreed and signed off SLAs.
4. Investigate incidents and problem reports regarding the systems and assist with problem resolution.
5. Ensure required maintenance requests are logged and implemented with little to no disruptions to business.
6. Know the systems landscape and ensure that this is monitored and optimized.
7. Document interdependencies between systems and other related systems & processes and optimize to ensure business stability.
8. Manage third-party escalation.
9. Coordinate and Drive Small Enhancements.
10. Proactively identify shortcomings, issues, etc. in Oncology system functionalities, procedures, and performance and make recommendations for changes/improvements.
11. Follow change governance process for any changes required in the Oncology IT environment including sign off of UAT (user acceptance testing).
12. Ensure full understanding of business changes (BRD & BSS) to determine systems impact and sign off.
13. Review deployment plan and sign off if correct.
14. Provide subject-matter expertise and support & assistance to change projects regarding changes/improvements to systems.
15. Manage business expectations and engage stakeholders.
16. Support Liaison between IT and the Oncology Business: Communicate with Oncology business unit as per engagement model.
17. Provide reports and management information on Oncology system performance, issues, changes, etc.
18. Keep abreast of trends, developments, best practices, competitive activities regarding systems functionalities, capabilities, etc.
19. Implement relevant policies and procedures and ensure that due processes are followed related to IT delivery.
20. Deliver appropriate solutions to close all IT related audit findings in the Oncology business.
21. Monitor capacity, constraints, and suggest improvements within the infrastructure team.
22. Drive solution of severity 1 and 2 and root cause analysis actively until resolved and follow escalation process if required.
23. Identify process gaps within business processes where the system can't support the business requirement and implement solutions.
24. Engage with vendors to enhance daily operations of Oncology system performance.
25. Ensure appropriate management of the risk profile for the area of accountability, manage critical risks, and ensure feedback integration.
26. Communicate deviations to best practice, foster an environment of continuous learning and improved employee engagement levels.
27. Implement effective financial control, management of costs, and corporate governance in area of accountability.
28. Define and influence relationships and service level agreements made with internal and external stakeholders.
29. Build and maintain relationships with stakeholders to ensure integrated approaches in pursuit of collective goals.

Desired Experience & Qualification

1. 2-3 years' direct experience in managing IT systems from a business point of view.
2. 3-5 years related work experience.
3. 2-3 years' experience in analyzing and defining business requirement specifications.
4. Operational experience in a corporate channel environment.
5. Experience in a healthcare services environment.
6. ITIL Foundation Certified is a prerequisite.
7. IT-related qualification will be advantageous.
8. Knowledge of in-house systems will be advantageous.
9. The ability to communicate verbally and in writing.
10. Knowledge of operating systems (Microsoft Windows).
11. Previous experience in the healthcare industry will be advantageous.
12. Sound knowledge of Information Security controls, concepts, and best practices is required along with a solid understanding of technology and associated security risks.
13. Deep knowledge and subject-matter expertise regarding the Oncology IT systems, products, services, and procedures.
14. Good understanding of IT systems development lifecycle principles.
15. Good interviewing and listening skills.
16. Good analytical and business-analysis skills.
17. Good interpersonal skills.
18. Basic understanding of project-management disciplines.
19. Basic understanding of Business Change Lifecycle methodology.
20. General business acumen; commercial awareness.
21. Professional credibility with sponsors/stakeholders.
22. Team orientation.
23. Self-confidence and influence.
24. Resilience.