Workforce Rostering BAU & System Support Administrator

Job overview

To provide first Line Support to all users of the eRostering system and dealing with cases raised via the team Help Desk. Collaborate with other members of the e-rostering team to assist in the management of the electronic rostering system used within the  Trust.

The jobholder will aid and advise new and existing users of the system. Ensure the smooth running of the e-rostering department transactional processes, by following internal SOPs for data validation and accuracy, ensuring that data is consistent across  all eRostering systems and ESR.

Produce and distribute regular eRostering reports to users and managers across the Trust.

Main duties of the job

• To provide technical and system support; answering support queries raised through the eRostering team Help Desk.
• Process staff and organisational changes and requests in a timely manner, whilst being aware of when further guidance may be required.
• Always maintain accurate records within the e-Rostering system and work to review and improve existing process by providing feedback as required.
• Maintain accurate distribution lists for all levels of staff involved in the eRostering system and ensure they are notified in a timely manner of all key messages, such as roster publication, finalisation, down time, and other deadlines.

Detailed job description and main responsibilities

Key Resulting Areas and Performance

• Ensure roster reports are distributed in a timely manner.
• Ensure all staff queries are addressed and passed to relevant team member if the post holder is unable to resolve themselves.

Communication

• Ensure telephone calls and emails are answered promptly and all queries dealt with effectively.
• To take ownership of user problems and be initiative-taking when dealing with user issues and escalate where required.
• Receive incoming emails and send outgoing emails from a generic mailbox, in line with generic mailbox guidance where applicable.
• Communicate clearly, effectively, and appropriately with roster users and clinical teams, keeping teams informed of changes that may impact their area. This will include communicating with a broad range of teams across the Trust.
• Manage any user complaints in a professional and courteous manner, and in accordance with agreed departmental trust procedures, to enable their early and effective resolution where possible.
• Use tact and diplomacy to influence colleagues and promote adherence to rostering policy and guidance.
• Controls and directs unresolved issues to relevant resource within the eRostering team or other external departments.
• Escalate any reoccurring issues or themes so that these can be addressed.
• Consult with the software provider where required to resolve issues.

Operational responsibilities

• To provide technical and system support; answering support queries raised through the eRostering team Help Desk.
• Process staff and organisational changes and requests in a timely manner, whilst being aware of when further guidance may be required.
• Always maintain accurate records within the e-Rostering system and work to review and improve existing process by providing feedback as required.
• Maintain accurate distribution lists for all levels of staff involved in the eRostering system and ensure they are notified in a timely manner of all key messages, such as roster publication, finalisation, down time, and other deadlines.
• Complete the processing for maintaining system e.g. new starters, leavers.
• Scheduling training sessions and other meetings
• Support the running of eRostering reports, ensuring up to date and accurate information is available.
• Support the maintenance of the eRostering system by keeping records up to date and working to clear any errors.
• To support managers in updating roster templates when required
• To promote eRostering best practice in line with Trust policy, Agenda for Change terms and conditions and the UK Working Time Regulations
• To instruct staff unfamiliar with e-rostering how to enter requests and follow eRostering guidelines