IT Application Support Analyst

at  DHU Healthcare

Solution Design: Working as lead or as part of a team with technical services, clinical services and users to identify a range of solutions for defined business requirements. Provide expert consultancy regarding the implications of configuration changes across clinical/nonclinical applications including the interdependencies for workflows. Solution Development: Develop production quality builds on development or demonstration environments and manage the testing and promotion of these into production Design new, streamlined or more efficient process and practices supported by capabilities and functionality within clinical/non-clinical applications. Capture and analyse problem definitions and develop the documentation of resolutions or workarounds from these findings Management of both development and demonstration environments including the periodic refresh of these environments from live Solution Documentation: To understand and document current workflows and process maps within the application and clinical service design To develop process maps through workshops, observations of working practice and reviews with individuals and to document these as part of business-as-usual documentation or as requirements of projects.
Application Support and Problem Resolution: To provide high quality customer service using wherever possible non-technical language to reduce misunderstanding Receive, monitor, take ownership for and resolve logged calls in the Adastra application queues. Manage calls, maintain an accurate and timely record of all reported incidents, workarounds and resolutions within the DHU Service Desk toolset To adhere to all processes and procedures for the delivery of secure and reliable Application Services including Incident, Problem and Change Management processes To strive to deliver in line with agreed Service Levels and escalate where necessary if this is not achievable

Please refer the Job description for details