Guy’s and St Thomas’ is among the UK’s busiest and most successful NHS foundation trusts. We provide a full range of hospital and community services for people in south London and as well as specialist care for patients from further afield including cancer, renal, orthopaedic, respiratory and cardiovascular services. Guy’s is home to the largest dental school in Europe and a £160 million Cancer Centre opened in 2016. As part of our commitment to provide care closer to home, in 2017 we also opened a cancer centre and a kidney treatment centre at Queen Mary’s Hospital in Sidcup. St Thomas’ has one of the largest critical care units in the UK and one of the busiest emergency departments in London. It is also home to Evelina London Children’s Hospital. Evelina London cares for local children in Lambeth and Southwark and provides specialist services across south east England including cardiac, renal and critical care services. We lead a number of specialist service networks aiming to ensure children are treated locally where possible, but have access to specialist expertise when they need it. Our community services include health visiting, school nursing and support for families of children with long-term conditions. Our adult community services teams deliver care at the heart of the local communities we serve, working in partnership with GPs, local authorities and other healthcare and voluntary sector organisations. Working with our partners in Lambeth and Southwark, we are focusing on new ways of working to improve care for local patients. In February 2021 the Royal Brompton and Harefield joined Guy’s and St Thomas’ NHS Foundation Trust, bringing together world-leading expertise in the care and research of heart and lung disease. Our merger provides a once in a generation opportunity to build a lasting, world-renowned heart and lung centre, providing the highest quality care for patients and conducting world-leading research. We have a reputation for clinical excellence and high quality teaching and research. We are part of King’s Health Partners, one of eight accredited UK academic health sciences centres. In partnership with King’s College London we have dedicated clinical research facilities including an MHRA accredited Phase I clinical trials unit. Patients are at the heart of everything we do and we pride ourselves on ensuring the best possible patient experience as well as safe, high quality care. We are proud to have one of the lowest mortality rates in the NHS. Following a comprehensive Care Quality Commission (CQC) inspection in 2019 we maintained our overall rating of ‘good’. Our adult community services achieved a rating of ‘outstanding’. The commitment of our 23,500 staff is key to our success. We are one of the largest local employers and we aim to develop and support all our staff so they are able to deliver high quality, safe and efficient care. The 2019 NHS staff survey results show that we have one of the most engaged and motivated workforces in the NHS. We know this has a positive impact on the care provided to our patients. We have one of the most ambitious capital investment programmes anywhere in the NHS. Job overview We are looking for a bright and ambitious individual to join the ITCS Technology Team as a Support Analyst. We in Technology support a diverse array of clinical applications and have a number of exciting projects planned, and we invite you to apply if you are passionate about working in a fast-paced healthcare environment, providing the best possible support across Guy’s and St Thomas’ (GSTT) and King’s College Hospital (KCH) NHS Trusts. The Support Analyst (GSTT/KCH) role is a new position within the Technology team that will be responsible for such duties as supporting applications & servers, resolving complex Incidents & Requests, working on application upgrades & server migrations. This role requires hybrid working with a 50/50 split and will necessitate travel between Guy's and St. Thomas', King's College Hospital and Royal Brompton and Harefield sites. Main duties of the job · Resolving support tickets & requests within the SLA. · Troubleshooting complex application, server and database issues · Actively monitoring the systems on a regular basis and identifying monitoring enhancements where possible · Participating in regular process review, feedback and system development meetings both within the ITCS team and with external stakeholders · Working on multiple projects concurrently and ensuring time is being used appropriately · Being able to quickly reprioritise due to changing needs/urgency across the trusts · Co-ordinating and leading on application upgrades, server patching and server migrations from start to finish in a methodical & efficient manner · Providing excellent level of support & professionalism for the Trusts and therefore for the patients. Working for our organisation Guy’s and St Thomas’ NHS Foundation Trust (GSTT) and King’s College Hospital NHS Foundation Trust (KCH) are two of London’s largest and busiest teaching hospitals, with a long and proud history, international reputations for their speciality services, teaching and research excellence, and a strong profile of local services to local residents in south east London. The two Trusts share a Chief Digital Information Officer (CDIO) and a vision for digital services that are lean and agile, that maximise the benefits of a shared service operating model, and deliver the digital ambition for both Trusts. This ambition is supported by a forward-looking and strategic approach, and significant investment in a new Electronic Health Record (EHR) which will catalyse a programme of work across both Trusts to transform the way technology and data is used across our services. We will increase the care that can be provided at home, build our focus on wellness and prevention, and engage patients as partners in their care. Detailed job description and main responsibilities Communication • Maintain regular communication with other application teams and relevant supplier staff; Analysis and judgement • Analyse and review test progress and variances to define recommendations to maintain schedules and raise any risks or issues highlighted through testing to the appropriate level; • Investigate end users’ preferences and populate databases as part of the configuration process; • Be an expert in the application area, troubleshoot problems and address questions from end users regarding the application; • Ensure that the systems are configured to meet agreed Trust ‘best practice’ ways of working, in order to achieve cost-saving benefits and improved workflow processes, whilst working to relevant legal and regulatory frameworks and seeking assistance from the Senior System Lead; • Log issues as they arise and update administration systems accordingly. Liaise with colleagues and the supplier to achieve resolution and escalate unresolved issues through the Senior System Lead; • Self-teach from supplier manuals to solve problems in build. Expertise • Be an expert in the application support; • Assist with training colleagues in the application area and deliver specialist training when required. Planning • Be responsible for own area of work, and organise workload to meet deadlines; • Chase colleagues and Trust staff to provide information in a timely fashion to enable deadlines to be met; • Meet regularly with the Senior Analyst to review and prioritise scope of work. Person specification Education and Qualifications Essential criteria Degree in a relevant subject or equivalent experience in a relevant post/s. Desirable criteria IT Technical qualification, for example MCSE ITIL Foundation certificate PRINCE2 (Foundation) Knowledge and Experience Essential criteria Extensive proven experience in an Applications Support role gaining knowledge of at least one computer system Knowledge and experience of dealing with escalation routes when problems or development needs arise Experience in 2nd Line applications support; dealing with incident analysis to identify root cause, failure mode and to establish a solution or workaround, relating to clinical applications Extensive experience of using and supporting hardware and software packages Experience in supporting a large scale, complex application systems environment Experience of providing training in own area of expertise to different audiences Desirable criteria Good understanding of an Acute Trust’s clinical and corporate administrative systems Experience of working in a support analyst role in an NHS environment. Skills and Competencies Essential criteria Knowledge of industry best practice in application support and service delivery (ITIL) Documentation skills to a high standard Able to prioritise workload in response to changing demands; able to work flexibly and respond to service needs Good understanding of confidentiality and data protection issues Ability to work as part of a team and promote knowledge sharing Ability to deal confidently with 3rd party suppliers and build effective working relationships Guy’s and St Thomas’ celebrates, respects and values the diversity of its staff and patients. We review our policies, procedures and practices to ensure that all employees, patients and carers are treated equitable according to their needs. We are actively committed to ensuring that no one who applies for a job, works or study’s at the Trust, or accesses our services is discriminated against on the grounds of race, ethnicity, nationality, disability, religion or belief, age, gender identity , gender reassignment, sexual orientation, pregnancy and maternity/paternity, or marital/civil partnership. Applications are welcomed from applicants with a disability. We can make reasonable adjustments and offer support and advice in a variety of ways throughout the application process. Equality of opportunity is our policy. As an organisation we are committed to developing our services in ways that best suit the needs of our patients. This means that some staff groups will increasingly be asked to work a more flexible shift pattern so that we can offer services in the evenings or at weekends. Flexible working We are committed to supporting all employees to achieve a healthy work life balance and to work in a way that is best for them and our patients. We will consider all requests to work flexibly, taking in to account the individual’s personal circumstances as well the needs of the service. We encourage all prospective applicants to discuss their individual circumstances with the recruiting manager as part of the on-boarding process. Your e-mail address is important to us - We communicate to all job applicants via the e-mail address which has been provided on the application form. Please ensure that you check your e-mail on a regular basis. Please apply for this post by clicking "Apply Online Now." Further details / informal visits contact Name Jonathan Bassett Job title Support System Lead Email address [email protected] If you have problems applying, contact Address Yasamin Omary