Clinical Application Analyst (Diagnostics)

Job overview

As an IT Clinical Systems Application Support Analyst (Diagnostics), you will provide specialist application support for a portfolio of diagnostic systems, ensuring incidents, service requests and technical issues are managed effectively and resolved within agreed service levels. You will be responsible for maintaining application stability, investigating and resolving complex incidents, supporting system upgrades and enhancements, managing supplier relationships, and contributing to the successful transition of new technologies into operational service.

The role offers the opportunity to work on  significant digital transformation initiatives, including programmes funded through the NHS Diagnostics Digital Capability (DDC) Programme.

The role is initially advertised for 18 months and aligned to the current phase of programme delivery.

Main duties of the job

This role will hold responsibility for managing and maintaining clinical applications across our 2 Trusts.

• Applications Management are responsible for the technical resolution of Incidents and Problems for a subset of diagnostic clinical applications.
• To contribute to Root Cause Analysis and ensure Continued Service Improvement
• To test and implement agreed fixes, upgrades and manage changes to Production environments
• To maintain key relationships with application stakeholders
• To provide coordinated application support, operational oversight and frontline issue management for a complex portfolio of diagnostic systems.

They must understand the technical complexities these systems have and be able to offer a technical response to business problems in non-technical language.

A key aspect of the role is to ensure that customer issues and technical problems are managed within the agreed services levels.  The ability to deliver outstanding customer service in a complex environment is essential.

Detailed job description and main responsibilities

• To provide coordinated application support, operational oversight and frontline issue management for a complex portfolio of diagnostic systems.
• Provide a direct point of contact for technical escalation of application Incidents and requests
• Act to ensure the appropriate response is provided within service level targets for all Incidents and service Requests received
• Refer Incidents that cannot be resolved by the Applications team to Third Party Suppliers or Project/ (3rd line)
• Manage the Applications Incident queue to ensure that application Incidents are resolved within service level
• Ensure applications are monitored and available for use and that appropriate communications are issued for Incidents impacting applications availability
• Perform detailed Incident analysis to identify the root cause and failure mode, and establish a solution or a workaround either directly or via other teams
• Proactively identify areas of potential Incident generation to prevent reoccurrence
• Manage and prioritise both short- and long-term actions arising from Root Cause Analysis to ensure that these are given the relevant priority in development/3rd party schedules/service improvement plans to improve applications stability
• Identify process improvements for a range of Applications and ensure process conformance
• Document and transfer knowledge for known Problems and workarounds to the IT Service Desk team to improve the number of Incidents resolved at 1st line
• Enhance applications reports as required to give visibility and transparency to the business
• Using and administering monitoring systems through business monitoring tools
• Assist with testing and User Acceptance Testing for new applications functionality as required
• Participate in the Change Advisory Board (CAB) as required
• Maintain the IT Service Catalogue for transitioned applications in use across the Trusts and non-clinical applications governance
• Aid with the management of 3rd Party supplier maintenance contracts for applications support and ensure that all new contracts are reviewed to ensure they are fit for purpose at an early stage in the project lifecycle for support.
• Liaise with project teams to ensure applications in Pipeline development are transitioned smoothly into Applications Management when they are released to production and manage the Transition through the Warranty period
• Work outside of core hours, as required, to meet business support need
• Contribute to Trust policies, procedures, and standards for the department.
• Support financial management activities, particularly around procurement of new solutions, processing of supplier invoices including cost awareness and value‑for‑money considerations.
• Participate in peer review and professional development activities, including HR‑led and departmental reviews. For Further information please refer to the attached JD/PS