Application Support Analyst

The Senior Application Support Analyst (GP Applications) is responsible for the support, maintenance, development and continuous improvement of General Practice applications and associated clinical systems across NHS Lanarkshire.

The post holder will provide specialist technical and application support for key systems including Vision Hosted, SCI Store, Adastra, ensuring high levels of system availability, performance and reliability. The role acts as a senior point of escalation for complex incidents and problems, working closely with GP Practices, suppliers, Digital Services teams and stakeholders to deliver safe and effective digital services that support patient care.

This post combines operational support, technical leadership, supplier engagement and service improvement responsibilities and contributes to Digital Services projects, upgrades and transformation initiatives.

Additional Information Specific to the Role

• Provide expert support for GP Applications and associated clinical systems.
• Investigate, diagnose and resolve complex application incidents and service requests.
• Monitor system performance and proactively address issues impacting service delivery.
• Ensure applications remain supported, secure and available to users.
• Maintain application documentation, support procedures and knowledge articles.

Specialist System Support

Vision Hosted

• Support and troubleshoot Vision Hosted and its associated services.
• Liaise with suppliers regarding incidents, upgrades and service improvements.

SCI Store

• Support the day-to-day operation of SCI Store.
• Investigate data, interface and performance issues.
• Work with technical teams and suppliers to resolve application problems.

Adastra

• Provide support for Adastra and associated urgent care services.
• Coordinate incident resolution and supplier escalation activities.
• Support business continuity and contingency arrangements.

Technical Leadership

• Act as an escalation point for complex technical issues.
• Lead technical investigations and root cause analysis activities.
• Support major incident management and service restoration activities.
• Mentor and provide guidance to Application Support Analysts and other team members.
• Contribute to service improvement and automation initiatives.

Supplier and Stakeholder Management

• Build effective relationships with GP practices, suppliers and stakeholders.
• Coordinate supplier support activities and service reviews.
• Participate in application upgrade, testing and deployment activities.
• Provide technical advice to support operational and strategic decision-making.

Key Working Relationships

• GP Practices and Practice Managers
• Clinical and Operational Staff
• Digital Services Teams
• National Services Scotland
• Third-Party Suppliers and Support Providers
• Service Desk and Infrastructure Teams

• The post holder will be educated to degree level or equivalent experience, preferably in a computer related discipline. They should have significant experience in a senior technical support management role in an information technology department.
• The post holder will have experience and evidence (training courses etc.) in an enterprise RDMS from vendors such as Microsoft or Oracle.
• The post holder will be skilled in up to date server operating software particularly from vendors such as Microsoft
• The post holder will be skilled in the use of standard desktop software i.e. Microsoft Office suite.
• A driving licence is required; this must be a full UK/EU/EEA licence.

As a valued employee of NHS Lanarkshire, you can enjoy an extensive range of benefits including:

• Annual Leave - 35 days including public holidays
• Generous NHS pension scheme
• Annual incremental salary progression
• Paid sick leave increasing with length of service
• NHS discounts and more.

NHS Lanarkshire is dedicated to building a diverse workforce where everyone can thrive, develop, and succeed based on their skills, knowledge, and talent - regardless of race, disability, gender, sexual orientation, or care experience* or any other dimension that can be used to differentiate people from one another.

*Care experienced applicants include those who have lived with foster parents, kinship carers, or in residential/secure children’s settings.

Here at NHS Lanarkshire, we put the patient at the heart of everything we do. Each colleague within the organisation plays a key role in how we deliver our healthcare services.

We proudly serve a population of 655,000 across rural and urban communities in both North and South Lanarkshire. NHS Lanarkshire is comprised of Acute Services (which currently provide hospital based services over 3 main sites), Corporate & Property & Support Services, North and South Lanarkshire Health and Social Care Partnerships which provide integrated primary healthcare and social care services to local communities and surrounding areas.