Systems Support Lead

• Configure and develop functionality in the Trusts Clinical Systems following approval from change control.
• To assist with investigation and resolution of any problems reported by users of the Clinical systems.
• Investigate and fix specialist and complex system/application issues/errors.
• Constructively engage proposals with key stakeholders to enhance operational efficiency of the system and associated operational procedures.
• Lead on progressing optimisation work with CCIO, senior admin staff and administrative end users
• Lead on the cascading of new developments in the system, to system trainers to integrate in to training materials.
• Support the other members of the Digital systems team and IT Technical staff with technical upgrades of the system
• Lead on Clinical system testing for their specialist areas of the system.
• First line support and escalation as required to Allscripts/Hyland/EMIS support
• Developing and promoting the move to an electronic environment in accordance with government policy, Information Governance requirements and public sector records management standards.
• Engage with and have accountability to the CCIO for strategic clinical systems development as part of the clinical systems team.
• Supporting the maintenance and development of the Trusts digital systems.
• Act as the Trust experts in engaging with other NHS organisations and the wider healthcare community as part of the Trusts reference site status, both with our suppliers and as a leading NHS Trust for IT enabled healthcare
• Liaising across a number of Trust Departments to ensure that systematic processes are in place to enable the correct recording of data on the Clinical system.
• Communicate complicated and difficult technical and system application issues to non-technical staff and communicates very detailed technical and system application information within peer groups.
• Provide expert knowledge and support for Clinical systems, often advising without referring to a manager.
• Translate clinical workflow requirements into potential deliverable IT enabled healthcare processes. These will require approval, but it is expected that the systems support lead will independently create potential solutions and/or options.
• To liaise with the Integration Manager to manage and resolve interface issues.
• Translate workflow requirements into potential deliverable IT enabled processes. These will require approval, but it is expected that the Senior Clinical Systems Analyst will independently create potential solutions and/or options
• Develop new workflows and processes for end users of Clinical systems.
• Work with users and service leads to determine business continuity requirements under the guidance of the EPR Manager and CCIO
• Escalate issue status and support activities to key individuals in the Trust
• Analyses, investigates and resolves complex system application issues/queries, that will require configuration of systems/applications.
• Verify and provide assurance that scheduled processes and events are occurring without errors.
• Liaise with Allscripts/Hyland/EMIS support services to resolve issues following categorisation of issue or incident.
• Develop an understanding of standards and legislation impacting on the storage and security of electronically held patient information.
• Ensure user and role profiles are mapped adequately to ensure legitimate relationship and security access to patient records
• Creation of accounts for utilisation of the Clinical System.
• Give authorative input into defining expected competencies in usage of Clinical systems to support the operational services and training team
• Work with users and service leads to determine business continuity requirements under the guidance of the EPR manager and CCIO
• To produce reports and data analysis from within the systems to ensure efficient workflows are maintained, appropriate system utilisation is adhered to and appropriate optimisation is delivered
• Share knowledge within the team of administration techniques and strategies.
• Develop and maintain and advise on the EMIS/OnBase/EPR user group design that satisfies user and IG requirements
• Liaise with IT Security Officer and other Digital systems team members to ensure appropriate usage and security of systems is maintained
• Carry out other duties appropriate to the grade as may be required or requested by management
• To liaise with technical and non-technical members of staff within the organisation and communicate at the appropriate levels
• Generate sample files for use in training.

Essential

• Ability to work unsupervised and able to manage own time and workload
• Excellent organisational skills and ability to react to changing requirements
• Excellent communication and interpersonal skills
• Ability to work collaboratively with staff of all disciplines
• Organised and logical approach to work and high-level attention to detail

Essential

• Experience of working as part of a team involved in Patient Administration Systems
• Experience supporting Trust wide systems (including clinical systems)
• Experience of communicating issues to nontechnical staff
• Experience of working with suppliers
• Demonstrable experience of defining user requirements and interpreting them to system suppliers
• Experience of working with external organisations and understanding of operational processes.

Essential

• Ability to lead workshops including making presentations to groups of staff
• Significant knowledge of working practices/areas where clinical systems are used

Essential

• Demonstrate ability to make judgements based on the analysis and investigation of issues
• Enthusiastic and motivated and a desire to enhance the service
• Ability to work across all sites where required
• Flexibility required for implementation go live phases