Job summary
This role will be responsible for the operation of the Shared Care Record, and other patient record systems. The role will providing operational support to implement, maintain and monitor the Service Desk, as well as communicating highly complex application and support issues in a clear manner to all customer, staff and suppliers.
Main duties of the job
This role will also be responsible for the design, implementation and testing of policies and procedures within their own area and for taking ownership of issues that are yet to be resolved, only escalating where required. This post holder will need to operate within a demanding environment ensuring that the service desk analysts follow procedures that have been developed as per standard Service Management practices.
The role will have responsibility for development of policy as it relates to service provision for the department, which will impact across the whole organisation and partner trusts. Implements national policy and practice in the service.
The post holder is responsible for ensuring that a high quality IT support service is provided to all users of trust systems, in accordance with defined policies, procedures and service level agreements. This includes IT Security, Data Protection and Information Governance requirements. The post holder will be the lead specialist in their service, and will have freedom to act within the bounds of departmental and national policies, which the post holder will be expected to interpret.
About us
EPUT are looking for motivated staff who shares our Trust values of Care, Learn and Empower. In return, EPUT can offer you a range of benefits and development including;
- Season Ticket Loans
- NHS discounts for staff
- Excellent Training facilities and opportunities
- Buying and Selling annual leave scheme
- The opportunity to work bank shifts and expand knowledge and experience in other areas
- Salary Sacrifice schemes including lease cars and Cycle to Work
- Day One Flexible Employer
The Trust supports and actively encourages flexible working for all employees. We offer many options and you are encouraged to ask the recruiting manager what is possible for this role. If appointed, you will have the opportunity to apply for a flexible working request from the first day of your employment
Join our Staff bank
What is Staff Bank?
Our EPUT NHS staff bank is an entity managed by the trust that hires clinical and non-clinical healthcare professionals to take on shifts at our trust hospitals and community settings. Here at EPUT we maintain our own bank of specialist staff to ensure that we are able offer safe and effective care at all times.
All our permanent staff are automatically enrolled onto the staff bank however this does not mean you have to work any additional shifts, but the option is there for you if you wish.
If you are joining our Trust in a fixed term role, please indicate on your New Starter Paperwork that you wish to join our staff bank.
Job description
Job responsibilities
The post holder will plan and organise complex activities, including releases, business continuity processes, and development of the function, and will adjust those plans as circumstances require. These activities will affect all partner organisations. Will contribute to medium term IM&T strategy and will lead on advising on long term strategic planning.
The post holder will provide strong and effective leadership and management in all matters relating to service management provision and the direct line management of the service desk team. This will include responsibility for: Supervisions, appraisals, sickness absence management, recruitment and selection decisions, career development and work allocation
To design and produce full documentation of Service Desk Processes and procedures where appropriate.
Budget holder for ICF support function, a major IM&T service, responsible for forward budget planning, and monitoring of budget for the service.
Proactively managing stakeholder and user relationships, ensuring that their needs regarding Service Support and transitions are fully considered in the delivery of new Service Go-Lives.
Person Specification
Qualifications
Essential
- ITIL Certificate or equivalent
- Educated to Masters level (or equivalent experience in service management provision
Desirable
- Technical IT Degree qualification
- IT certification (MCSE, CCNE, CNA)
- PRINCE II Management Qualification
Knowledge
Essential
- Previous knowledge of working in an IT service desk support role
- IT Management in the NHS, public sector or major private sector
- Demonstrable evidence of working at senior level in a technical IT Environment
- Experience of managing priorities and participating in large projects
- Experience of Developing and Supporting external customer IT Systems & Infrastructure
- A working knowledge and understanding of Service Management Practices specifically Service Desk and Service Transition
Desirable
- Knowledge of Health Informatics Functions and National IT Programmes
- Knowledge of data protection and GDPR
- Knowledge of Shared Care Records in the NHS
Skills
Essential
- Relevant experience gained working within an IT Service Desk /Centre Team or equivalent 2nd line Level/Application/Customer support function
- Experience providing application support within an ICT environment
- Extensive experience of working within defined Service Level Agreements & Service Level Targets
- Extensive experience of providing Application, Software, Hardware support
- Extensive experience of working within defined Service Level Agreements & Service Level Targets
- High level of understanding of ITIL processes and Service Management best practice framework
- Experience of analysing complex facts and situations, and deriving options for solving problems in a structured manner.
Desirable
- Experience with NHS Shared Record implementation or support
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website .
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants .
Employer details
Employer name
Essex Partnership University NHS Foundation Trust
Address
Clough Road
Colchester
CO4 9QS