Application Support Officer

Job overview

We are seeking an enthusiastic, customer-focused Application Support Officer to support the operation and development of NEP Cloud, our shared finance and procurement solution.

NEP is a not-for-profit NHS consortium providing services designed for the NHS, by the NHS. This Band 5 role combines your finance, procurement or customer service experience with an interest in systems, problem-solving and service improvement.

Within our Applications Support Team, you will investigate and resolve support requests, helping consortium organisations use NEP Cloud confidently. You will advise on functionality and best practice across Purchase to Pay, Order to Cash and Accounting to Reporting, developing specialist application knowledge.

You will also contribute to system developments, testing and quarterly upgrades, support training, prepare guidance and mentor systems support and customer service colleagues.

You will bring strong analytical skills, attention to detail and a professional, approachable manner, alongside the ability to communicate clearly, manage competing priorities and take ownership of queries.

Join a collaborative team that values knowledge sharing, continuous improvement and excellent customer service, while developing your skills and supporting essential NHS business services.

Please note you will be require to work onsite 3 days a week.

Main duties of the job

• Investigate, analyse and resolve application support requests through the NEP Service Desk, working within agreed service levels.
• Provide clear, practical advice on system functionality, business processes and best practice.
• Maintain regular communication with users, keeping them informed and escalating issues appropriately.
• Support the design, configuration, testing and implementation of system enhancements and quarterly upgrades.
• Analyse data, investigate discrepancies and produce reports to support consortium organisations.
• Prepare and deliver training, user guidance and supporting documentation.
• Mentor and support systems support and customer service colleagues, sharing knowledge and helping coordinate activities.
• Deliver allocated project tasks and work packages within agreed timescales and quality standards.
• Contribute to service reviews, audits and improvements while maintaining security, confidentiality and accurate records.

Detailed job description and main responsibilities

Based in Stokesley, North Yorkshire, you will work under the direction of the Application Configuration Manager, with day-to-day mentorship from the Application Support Lead. You will collaborate closely with colleagues across NEP and build effective relationships with consortium organisations and external partners.

You should hold a degree-level qualification in a finance or procurement-related subject, or an equivalent qualification and/or demonstrable relevant experience. Experience in a supervisory role within finance, purchasing or customer service support is essential, alongside operational knowledge of computer systems and an understanding of business and financial reporting processes.

You will need strong communication, organisational and analytical skills, confidence using Microsoft Office and the ability to work independently while contributing to a supportive team. Knowledge of coaching, mentoring and quality improvement will help you support colleagues and improve services. NHS experience and a project management qualification would be beneficial.