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System Support Assistant

NHS AfC: Band 3

Main area
System Support
Grade
NHS AfC: Band 3
Contract
Permanent
Hours
Full time - 37.5 hours per week
Job ref
350-IM3005891
Site
Informatics Merseyside, Saturn House
Town
Liverpool
Salary
£19,737 - £21,142 per annum
Salary period
Yearly
Closing
29/04/2021 23:59

Mersey Care NHS Foundation Trust provides specialist inpatient and community mental health, learning disabilities, addiction and acquired brain injury services for the people of Liverpool, Sefton and Kirkby, Merseyside. We also provide community physical health services in Liverpool, Sefton, secure mental health services for the North West of England, the West Midlands and Wales and specialist learning disability services across Lancashire, Greater Manchester, Cheshire and Merseyside.

We work closely with service users, carers and partner organisations; we have been able to make real improvements to our diverse range of services, from health and social care, right through to high secure provision. This passion to improve has been recognised by the CQC who have recently rated us “Good”.

Mersey Care’s vision and values of Continuous Improvement, Accountability, Respect, Enthusiasm and Support (CARES) drive our organisation and the way we work together to deliver services. Applicants will be expected to demonstrate, during recruitment and any subsequent employment with the Trust, that their behaviour supports our values.

The CQC stated “It was clear that most staff across the organisation understood, and were committed to, the vision and values of the organisation. These were well communicated and the work to win both hearts and minds was apparent”.

We take positive action to support disadvantaged groups and also particularly encourage applications from BAME, disabled and LGBT people that are under-represented in our workforce. Furthermore we welcome applications from reservists and ex-armed forces as we recognise the benefits of the values, skills, training and experience that they bring to their work with us. We encourage all applicants to share their equality information with us.

Flexible working requests will be considered for all roles.

Job overview

To assist with the set-up and maintenance of Local Applications, such as EMIS Web, Docobo, Attend Anywhere, Winscribe, WinDip, Excelicare, to reflect service requirements within North Mersey area.

Assist the Issue Management process by logging faults, functionality requests and change requests with Service Desks. As part of Business as Usual activities, requests will be identified and allocated through a call management system (Sostenuto).

Support the management of upgrades to deployed Local applications, including data migration activities and system testing.

Organisation of meetings, and responsibility for minute taking for monthly meetings.

The post holder will work as part of the Systems Support Team and will make every endeavor to reduce key person dependencies within the team.

Shortlisting is planned for: 30th April 2021

Interviews are planned for: 11th/12th May 2021

Main duties of the job

To assist with the set-up and maintenance of Local Applications to reflect service requirements within North Mersey area

To assist in providing consistent guidance on core PAS management functions for relevant Local applications, including supporting data standards, data quality and general back office functions.

Assist the Issue Management process by logging faults, functionality requests and change requests with Service Desks.

Support the management of upgrades  and associated testing to deployed Local applications, such as EMIS Web, primarily across the Community estate.

The post holder will work as part of the Systems Support Team and will make every endeavor to reduce key person dependencies within the team.

Working for our organisation

Mersey Care NHS Foundation Trust provides specialist inpatient and community mental health, learning disabilities, addiction and acquired brain injury services for the people of Liverpool, Sefton and Kirkby, Merseyside. We also provide community physical health services in Liverpool, Sefton, secure mental health services for the North West of England, the West
Midlands and Wales and specialist learning disability services across Lancashire, Greater Manchester, Cheshire and Merseyside.


Our ambition is to deliver perfect care to become the world’s leading organisation in holistic health and well being.

Mersey Care’s vision and values of Continuous Improvement, Accountability, Respect, Enthusiasm and Support (CARES) drive our organisation and the way we work together to deliver services. Applicants will be expected to demonstrate, during recruitment and any  subsequent employment with the Trust, that their behaviour supports our values.

Detailed job description and main responsibilities

  1.  To understand and work within the guidelines of the Informatics Merseyside policies regarding Data Protection and Patient Confidentiality and to report back to line manager if these guidelines are at risk of being breached at any time.
  2.  To work closely with other Informatics Merseyside  functional areas, and with service provider staff, to undertake any actions to accurately configure systems, to meet Service requirements
  3.  To work in accordance with the Community and Primary Care Framework (CPF) and undertake actions to accurately configure systems to meet Service requirements
  4.  Be a member of Informatics Merseyside endorsed groups that have a specific purpose of progressing the implementation of National/Local Applications and promoting ‘Best Practice’. 
  5.  Working with POs, the Systems Support Assistant will assist in the set-up and maintenance of the applications that  Informatics Merseyside has responsibility for.
  6.  The Systems Support Assistant will be required to explain technical issues to non-IMT staff. They will also be involved in the preparation of information for SLA meetings. Assist in the monitoring of current and future requirements in terms of reporting from patient information held on the national applications i.e. Information Standards Notices (ISNs) and NHS Digital performance targets, etc.  
  7.  Have a good level of knowledge of at least one or more supported systems, such as EMIS Web, Docobo, Attend Anywhere, Winscribe, WinDip, Excelicare; and will respond to service requests and end user calls logged with service desk in a timely manner
  8.  Accurately update all incidents in the incident management system in a timely manner
  9.  To support internal processes to ensure system configuration remains up to date and is maintained in line with the current and future requirements of Services.
  10.  To support the improvement of the quality of the patient held information on national applications, by undertaking general back office functions.  One example would be to undertake the de-duplication of patient records, both at ‘organisational’ level and at ‘strategic instance’ level.
  11.  Liaise with trust information teams to understand the relevant issues with patient held information and to undertake any agreed corrective actions to address the issues
  12.  To support the process of requesting changes to the system and escalating identified issues via the accepted route.  Liaising with Local Service Desks; Local Service Providers and NHS Digital where appropriate, with guidance from line manager.
  13.  Maintain and update Issue Logs ; Risk Logs and Referral Logs pertinent to the System Support Team Toolkit.
  14.  Undertake the day-to-day management of the generic System Support email account, liaising with all appropriate members of the implementation team where relevant.
  15.  Take an active role in the development of the supported Applications  by keeping up to date with planned additions to functionality
  16.  To support and assist with any planned upgrades to the systems
  17.  To support and assist in future migrations of data and configuration as Systems are developed.
  18.  To resolve issues/problems for users of supported systems. The System Support and Development Assistant may recommend corrective actions (workarounds) for Known problems while a more permanent fix is identified by System Support Lead.
  19.  The Systems Support Assistant will organise their own work and will need to be responsive to interruptions from other staff.

Person specification

Qualifications

Essential criteria
  • ECDL
  • Good general education
  • Good knowledge and understanding of Data Protection & NHS confidentiality requirements
Desirable criteria
  • Knowledge of Prince2 methodology
  • Knowledge of Information Technology Library (ITIL) methodology

Knowledge

Essential criteria
  • Excellent knowledge of administration procedures
  • Experience of receiving, collating and updating numerous documents and logs
  • Ability to comment on proposals for change in own work area
Desirable criteria
  • Experience of using EMISExperience of working within an NHS environment

Skills

Essential criteria
  • Confident and articulate
  • Tactful, diplomatic and considerate
  • Excellent interpersonal skills
  • Computer literacy: can operate MS Office applications to an advanced leve
  • Excellent organisational skills
  • Ability to analyse and process data effectively
Desirable criteria
  • Good team player
  • Ability to work under own initiative as well as an effective team member
Armed Forces CovenantVeteran AwareApprenticeships logoNo smoking policyPositive about disabled peopleMindful employer.  Being positive about mental health.Disability confident employerCare quality commission - GoodArmed Forces Covenant (Silver Award)CTP The Ministry of Defence partnering with Right ManagementStep into health

Documents to download

Apply online now

Further details / informal visits contact

Name
Pav Midda
Job title
System Support Lead
Email address
Pavan.Midda@imerseyside.nhs.uk
Telephone number
0151 296 7349
Additional information

Available Monday - Friday 08:30am- 4:30pm