Band 5 IT Systems Officer - Bath NHS House

at  Avon and Wiltshire Mental Health Partnership NHS Trust

We have an exciting opportunity for a highly motivated IT Systems Officer to join our dynamic Information Technology Clinical Systems Team:

• You will play a key role responsible for primarily supporting and configuring a variety of Trust IT Systems.
• Developing and maintaining a range of IT systems including clinical and non-clinical.
• Assisting Trust clinicians and managers to make the most effective use of systems offered as part of their role.
• Promoting best practice, providing guidance and training to minimise inappropriate usage and enthuse system users.

You will be passionate about delivering excellent services to healthcare staff and service users. You will be highly motivated and have excellent working knowledge of Microsoft Office & IT Service Desk Systems and Processes. You will have excellent communication & customer service skills, good technical and service delivery skills and experience of systems incident and request management through to resolution & change control.
Experience and understanding of how administration & clinical processes work together and how to support clinical systems would be desirable although training will be provided.
P.S: The proposed interview date is 25th June 2024

The successful candidate will be expected to carry out the following duties:

• System administration of several Clinical Systems and Electronic Patient Record (EPR) e.g. including new profiles & associated access requests, investigating and resolving incidents, requests including data corrections, user changes where troubleshooting/investigation will need to be carried out.
• Monitor, prioritise and manage the Clinical Systems Support queue within the IT Service Desk system.
• Take ownership and responsibility of tickets and prioritise them in accordance with procedures and any SLAs (Service Level Agreements) currently in operation.
• Responsible for identifying IT systems bugs, performance and stability issues and reporting these to the relevant party, this being the supplier, IT system managers or other IT support teams.
• Investigate faults, user problems and other requests for support and/or information and takes the most appropriate actions in order to reach a satisfactory resolution.
• Provide expert Clinical Systems advice to end user and colleagues.
• Create IT Knowledge Base articles and maintain them.
• Working in conjunction with the Development and Testing Teams to support software upgrade releases and associated testing requirements.

We are AWP (Avon and Wiltshire Mental Health Partnership NHS Trust) a diverse organisation with over 5,000 dedicated staff providing inpatient and community-based mental health care.
We provide services from a range of locations to approximately 1.8 million people living in Bath and North East Somerset (B&NES), Bristol, North Somerset, South Gloucestershire, Swindon, across the county of Wiltshire and in parts of Dorset.
Our outstanding people promote mental health and wellbeing. The expertise and resources within AWP are dedicated to a person-centred approach for those who use our services and for all employees. We recognise that happy and fulfilled employees give better care.
At AWP we actively encourage applicants from all backgrounds; we are particularly keen to encourage applications from people from Black, Asian and minority ethnic backgrounds, those with disabilities and from the LGBTQ+ community. We want people to bring their unique blend of experiences, backgrounds, perspectives and knowledge to AWP, as diversity makes us stronger.
1. To provide day to day business as usual support for Trust IT Systems.
2. Manage own workload ensuring incident and service requests are resolved within Service Level agreements.
3. Participate in the configuration, testing, tuning of IT systems appropriate to the role supporting deployment of patches, upgrades and managing individual tasks through the change management process.
4. Responsible for liaising with stakeholders to promote understanding of Trust systems providing support and training as necessary. Articulate and collate their requirements.
5. Responsible for identifying IT systems bugs, performance and stability issues and reporting these to the relevant party, this being the supplier, IT system managers or other IT support teams.
6. Responsible for the logging of IT system faults with suppliers and following incidents through to resolution.
7. Responsible for the investigation, review and specification of systems including updates to existing or introduction of new IT systems.
8. To produce training guides and support material for colleagues and other IT support staff relevant to supported IT systems.
9. To ensure that all staff are treated with respect
10. To provide support to the Senior IT Systems Managers in IG requirements
11. To maintain a professional level of conduct at all times including following confidentiality and code of conduct.
12. To maintain effective communications and relationships with other IT professionals within the NHS.
13. To ensure continual professional development keeping up to date with latest technologies
Other Duties
The postholder may be required to perform duties other than those given in the job description for the post. The particular duties and responsibilities attached to posts may vary from time to time without changing the general character of the duties or the level of responsibilities entailed.
Please refer to full Job Description and Person Specification attached for full details in relation to this role

• System administration of several Clinical Systems and Electronic Patient Record (EPR) e.g. including new profiles & associated access requests, investigating and resolving incidents, requests including data corrections, user changes where troubleshooting/investigation will need to be carried out.
• Monitor, prioritise and manage the Clinical Systems Support queue within the IT Service Desk system.
• Take ownership and responsibility of tickets and prioritise them in accordance with procedures and any SLAs (Service Level Agreements) currently in operation.
• Responsible for identifying IT systems bugs, performance and stability issues and reporting these to the relevant party, this being the supplier, IT system managers or other IT support teams.
• Investigate faults, user problems and other requests for support and/or information and takes the most appropriate actions in order to reach a satisfactory resolution.
• Provide expert Clinical Systems advice to end user and colleagues.
• Create IT Knowledge Base articles and maintain them.
• Working in conjunction with the Development and Testing Teams to support software upgrade releases and associated testing requirements