Deputy Systems Support Manager

Job overview

To provide a customer focused system support service to staff who use Trust wide information and outpatient systems. The postholder will be responsible for developing, managing, implementing and maintaining information for all the workstreams and monitoring progress against key targets.

Main duties of the job

The postholder is responsible for supporting the Outpatients Systems Manager in ensuring the service is continuously reviewed and monitored effectively to consistently meet its obligations to the Trust and its patients who attend through an Outpatients setting. The post holder will be responsible for meeting both the Outpatient Services philosophies and objectives, and the strategic objectives of the Trust.

Detailed job description and main responsibilities

Key Result Areas & Performance:

• ·         Receiving and handling support calls where systems support is required.
• ·         Undertake a full range of high-quality project management administrative duties
• ·         To undertake changes and updates to systems determined by service and Trust requirements using agreed change control procedures.
• ·         Monitor information systems and incidents, analyse, identify and alert any risks and/or issues to the Systems Manager.
• ·         Interpret, analyse and resolve complex problems relating to the use or operation of information systems and follow / development procedures for resolution or escalating problems where required.
• ·         Organise meetings and events including regular project / team meetings and workshops
• ·         Input data and produce reports as requested and monitor progress against key milestones.
• ·         Work as part of the team to build and sustain effective partnerships and relationships with a range of stakeholders.
• ·         Requirement for planning and organisation of the resolution of system support incidents according to priority and other factors including the volume of users affected.
• ·         Assist with the planning and implementation of system updates and upgrades and to co-ordinate tasks in relation to system changes to meet service and Trust requirements.
• ·         Support the development of and provide a customer-focussed support approach within the department by working with the Support Manager/Systems Support Lead to identify the most effective and efficient support model.
• ·         Conduct problem analysis to identify root causes of recurring issues and support development of fixes, training or communication packages with other Customer Operations teams.
• ·         Support the development of system policies and ensure policies are adhered to ensure support functions comply with relevant security requirements and statutory legislations.
• ·         Support development of change control processes for use within the system support team to record system changes, and ensure processes are adhered to.
• ·         Monitor professional standards of support personnel.
• ·         Support development and maintenance of system level security policies, risk assessments and business continuity plans
• ·         Logging calls to 3rd party maintainers/ system suppliers to the Trust’s own internal systems development team and tracking responses.
• ·         Maintain frequent contact with service users for the duration of any support issues, ensuring regular communication and frequent status updates are provided.
• ·         To support the Outpatients Systems Manager in maintenance and live operation of systems used across Outpatients. These include, but are not limited to:
• o   e-Referral Service (e-RS)
• o   Trust PAS
• o   Trust Clinic Build and Rescheduling software
• o   Self-Service Kiosks
• o   Phlebotomy Online Booking Portal
• o   Room Management software
• o   Call Centre software
• o   SMS Services
• ·         To actively engage in process mapping and redesign
• ·         Work closely with Speciality Service Managers to ensure that e-RS and Room Management Systems are updated and accurate.
• ·         Design, update and provide training to support end users on information systems when required.
• ·         Assist with systems upgrade tasks including testing, training, user documentation and user communication.
• ·         Co-ordinate development of knowledge base and self-help material.
• ·         Support development and maintenance of system level security policies, risk assessments and business continuity plans.
• ·         The post-holder will provide an efficient and flexible systems support services focused on the needs and requirements of the customer.
• Information Resources   ·         Develop, maintain and implement new systems including electronic and paper filing systems, to ensure that information is kept securely and is accessible to other members of the team ·         Produce and maintain complex spreadsheets and reports ·         Assist in the production of communications materials, producing written documentation as required, ensuring communication is appropriate for target audiences ·         Tracking and managing all incidents and ensuring that calls are resolved to the user’s satisfaction within the agreed service levels or escalated as appropriate. ·         Maintaining frequent contact with users for the duration of any support issues, ensuring regular communication and frequent status updates are provided. ·         Participate in the implementation of major infrastructure and system upgrades including testing, training, user documentation and user communication. ·         Co-ordination of system changes, based on service or Trust requirements, including requirements gathering, build, test, training and communication. ·         Aim to increase the number of calls closed by the system support team on first contact and to customers satisfaction. ·         Comment on and follow processes and procedures within team and wider department.     Financial   ·         Support liaison with internal and external audit as required during routine audits. Support provision of management responses to relevant audits and development of action plans for improvement as required. ·         Responsible for the proper and safe use of IT systems by users by ensuring proper advice is given ·         The postholder will be responsible for managing project budgets and delivering value for money projects as well as monitoring, keeping updated records and providing detailed reports on the Outpatient Systems Workstreams and their deliverables.   Workforce ·         Deputise in the absence of the Outpatients Systems Manager. ·         Provide day-to-day supervision for Booking and Rescheduling Managers ·         Liaise with a range of staff across the Trust in relation to systems. ·         Assist with the management of recruitment, selection, performance and development of staff. ·         Ensure that all staff receives appropriate supervision and regular appraisal in accordance with Trust policies. ·         Ensure all staff receive appropriate essential, statutory and mandatory training in accordance with Trust policy and development needs. ·         Take responsibility for self-development on a continuous basis, undertaking this in work or development opportunities as appropriate. ·         Participate in personal objective setting and review, including the creation of a personal development plan. ·         Respect confidentiality of any confidential information shared during the course of employment   Research and Development ·         Produce agreed performance information in relation to systems support services. ·         Constantly analyse performance information to identify trends and issues and recommend a course of action. ·         Support the implementation of system implementation and upgrades. ·         Co-ordinate changes and updates to information systems based on Trust and service requirements. ·         Develop and maintain training material for a range of systems and solutions. ·         Develop configuration and change management processes to ensure the risks associated with system support tasks are minimised. ·         Ensure professional knowledge is regularly updated and keep abreast of relevant developments. ·         Take responsibility for self-development on a continuous basis, undertaking this in work or development opportunities as appropriate.