Application Support Officer

Job overview

Digital Services at London Northwest University Healthcare NHS Trust are deployed to jointly support this Trust and The Hillingdon Hospitals NHS Foundation Trust. This role assists the Digital Application Manager in providing service operations for the Application portfolio including the management of incidents, requests, developments, user access and problems.

• The post holder delivers end-user support, training, and all processes relating to Application Management for one or more Digital Applications within the team’s portfolio.
• The post-holder will investigate, manage and resolve issues and problems raised against their portfolio, liaising with third-party system suppliers as necessary.
• The post-holder will assist in the development of specifications for any change requests set against the team’s application portfolio.
• The post holder will support strategic planning relating the current and future configuration of the application portfolio and will engage in a variety of work streams within wider Digital Services projects or programmes.
• The post holder will also deliver training programmes for the application portfolio to ensure that business processes are optimised.

The Application Management function includes sub-functions providing general operations and problem management, application user-support, Cerner core-build, data corrections, RA, local training and configuration.  The Application Support Officer will also work closely with other teams within the Digital Services Department, notably Business Intelligence, Clinical Coding, Information Governance and Data Quality.  The role may also need to liaise directly on project work streams with Project Managers and system vendors.

Main duties of the job

The role is responsible for ensuring that the clinical systems are administered, maintained, configured and trained out in a way that meets the Trusts' ongoing needs, both in Community and Acute Services.

You will be  based at Northwick Park Hospital and Hillingdon Hospital  working on a rota basis covering shifts from 08:00 - 18:30, the post holder will be required to cover all set shift patterns.

You may be required to work for occasional periods at any site including Ealing Hospital, Central Middlesex Hospital and  Mount Vernon Hospital.

You will be required to provide guidance for all staff on how to gain access to the system and will assist Senior Application Managers in liaising with clinical and operational staff to ensure that our applications are used to their maximum capacity. Your duties will range across configuration, training, data quality as well as general user support.  You will need to have a methodical approach to your tasks, to be enthusiastic about change and the processes around change and release management. You will need to be a good communicator, as you will be meeting clinical, clerical and management staff from different departments in your day to day duties.

Detailed job description and main responsibilities

To view the main responsibility, please see the attached the Job Description and Person Specification.

The post holder will require an good understanding of the Cerner application with a desirable knowledge of other trust applications