IM&T Application Support Analyst inDawlish inDawlish PUBLISHED TUE 29 OCT 2024

Devon Partnership NHS Trust provides a wide range of NHS services to people with mental health and learning disability needs - in Devon, the wider South West region and nationally. We are passionate about promoting good mental health and wellbeing. We strive to use the expertise and resources within our organisation, and through our partnerships, to deliver high quality services that are safe and focused on peoples recovery.

The Support Analyst Role sits within the Clinical Applications Support Team (live) which in turn is part of the Digital, Data and Technology services Department

The Digital, Data and Technology services Department has been formed to align the technical services required to support the digital innovation and transformation of the Trusts business operations. Within the technology services sits the application support team, responsible for the effective deployment, management and use of several key line of business applications and supplementary systems.

Working with our IT Managed Service Provider, the team provides expert, timely, and high quality support for solutions that are fundamental to the operation of our organisation.

2 posts available

• 1 x substantive full time (37.5 hours per week)
• 1 x substantive part time (22.5 hours per week)

This post provides second line support for applications used in the Trust, including Electronic Health and Care Records, Virtual Consultation and Engagement Platforms, and business applications.

The post holder will be responsible for investigating problems raised by staff or users and provides resolution to known issues routinely, guidance regularly, and investigation less frequently.

The post holder will also ensure organisational policies relating to access, use, quality and data sharing are upheld, and championed within the sphere of work activities.

The post holder will adapt applications according to standard operating procedures or with oversight, including but not limited to the creation of screens, forms or reports based on agreed designs,

The post holder will provide support to users on a day-to-day basis, using Standard Operating Procedures to help with resolution of issues it may also involve liaising with vendors and their representatives to rapidly identify problems, and apply effective resolutions.

About us

Communication and Working Relationship Skills

• Provides relevant and timely specialist advice and guidance on functional and information matters.
• Work with members of the team and key stakeholder to investigate the causes of any variance from plan/delivery targets and contribute to the implementation of solutions.
• Support the development of internal and external communications where required by regular contact with the teams, stakeholders and Communications team.
• Responsible for preparation of correspondence and complex papers, as directed by the System Administrator or Senior Application Analyst.
• Required to maintain constructive relationships with a broad range of internal and external stakeholders.
• Participate in relevant internal and external working groups/projects, services, and initiatives which may be complex, sensitive, and contain contentious information with the aim of providing information and analytical advice to the teams.
• Communicate information, risks, issues and dependencies, including briefings and reports to a range of internal and external staff.

Analytical and Judgemental Skills

• Receive and obtain from users a range of information to assist analysis of problems or situations, deciding a course of action by using protocol, procedure or other decision support.
• Update, maintain, organise, gather and analyse information to evidence practice and to assist prediction of future organisational and team demands.
• Operate risks and issues tracking mechanisms, following proactive resolution and escalation processes.
• Participate in relevant meetings and providing information, advice and support where requested.

Planning and Organisational Skills

• Participate in training programmes designed to meet the specific needs of the service, evaluating own experience and providing feedback on effectiveness and appropriateness.
• Deliver against objectives set, achieving quality outcomes, prioritising own workload within agreed scope and deadlines which may require adjustment

Responsibility for Patient/Client Care, Treatment and Therapy

• This role does not deliver direct patient care, but their actions may have significant impact for care delivery including the potential to cause clinical hazards.
• The impact of the introduction of new systems, updates/upgrades, or configuration amendments may underpin changes in the development of patient pathways through pathway redesign, often the potential within each system must be understood, and translated to clinical staff to ensure effective use of digital systems supports high quality and safe patient care.

Responsibility for Policy and Service Development Implementation

• Participates actively in service development, quality improvement, and business change processes. Provides feedback to assist with interpreting National and Organisational policy, and the translation into application based policies, procedures and guidance.
• Responsible for personal reflection of policy compliance, effectiveness and efficiency, contributing to team and service evaluations.

Responsibility for Finance, Equipment and Other Resources

• Deliver against organisational and departmental financial and resource utilisation objectives, achieving quality outcomes, prioritising own workload and working to tight deadlines.
• Continually strive to maximise the knowledge of users of digital platforms, to contribute to achieving stated benefits and demonstrating enduring value for money and greater efficiency.
• Is a Requisitioner, placing orders against the service budget.

Responsibility for Human Resources, e.g. Supervision, Training, HR Advice and Management

• Regularly providing technical coaching and training to users, super users and champions.

Responsibility for Information Resources and Administrative Duties

• May be solely responsible with a given working period, for the continued operation of multiple business critical, and safety influencing information systems/applications.
• Undertakes routine database administration tasks of these systems to ensure early warning or impending system issue.
• Competence in fault investigation, escalation or fix procedures, including testing in development environments, and applying fixes to live systems, minimising clinical and business risk.
• Records and documents day-to-day maintenance and faults following local guidelines and determines level of intervention required to minimise impact and downtime.
• Assists with identifying configuration and tailoring options to meet stated business requirements, or to overcome business problems.
• Will be required to participate in an out of hours applications support rota on a 1 in 6 or more but less than 1 in 3, basis.

Responsibility for Research and Development

• Undertakes audits and surveys of user satisfaction, experience and outcome measurement.
• Will participate in functional testing of solutions prior to implementation, as well as full regression and functional testing of upgrades.
• Testing will extend to all end user devices to ensure functionality is not compromised by device operating system, build, browser, or other factor.

Freedom to Act

• Works within a small team, where work will be self-selected by priority as well as allocated. Will understand the nuances of requests and how this translates into prioritised responses, and is able to assign resource according to the priorities given.
• Identifies issues beyond own remit and appropriately refers to senior colleagues.
• Uses national standards, guidance, strategies and directives within the configuration of systems to ensure the Trust remains fully compliant at all times.

Any Other Specific Tasks Required

• Contributes to a culture that promotes equality and values diversity. The post holder must be aware of and committed to the Equality and Diversity policies of the Trust, comply with all the requirements of these policies and also actively promote Equality and Diversity issues relevant to the post, including but not limited to, accessibility standards, supporting information standards, and feedback from users and experts around continual improvement in support of products that are inclusive, and support effective working practices for all.
• Ensure the principles of openness, transparency and candour are observed and upheld in all working practices.
• Adhere to any infection prevention and control issues, social distancing policies.