Application Support and Training Specialist

• Provide line management for Application Support and Training Analysts, including workload coordination, performance management and staff development.
• Deliver effective operational leadership across the team, prioritising activities, supporting continuous improvement, and promoting a collaborative and positive working culture.
• Take responsibility for a core function within the Application Support and Training Team, ensuring effective use of skills across specialist areas to meet service and development needs.
• Support delivery of the Trust's Digital agenda, including managing elements of project implementation and ensuring safe transition of systems into operational support.
• Provide application support; including investigation and resolution of complex issues, performance monitoring, user guidance, system configuration updates and maintenance of documentation, working closely with technical specialists and suppliers.
• Coordinate incident management, ensuring timely response, escalation, progress monitoring and clear communication with stakeholders.
• Lead and contribute to Level 4 testing activities (TEST), including planning, execution and reporting, ensuring systems and changes meet required standards, risks are understood, and quality is maintained., * Undertake application support activities and other duties within the scope of the role as directed by the Application Support Team Manager or senior management, including the prioritisation, coordination and progression of high-priority tickets in line with operational need.
• Guides team members on the practices of testing and prioritises their tasks to achieve results ready for milestones.
• Contributes to troubleshooting team activities, providing team resources and leadership, as required.
• Investigate, prioritise and resolve application incidents and service requests within agreed areas of responsibility.
• Provide specialist application support, advice and troubleshooting to users, service delivery teams and colleagues.
• Liaise with internal technical teams, system owners and software suppliers to resolve complex or unresolved application issues.
• Monitor supported applications to identify performance trends, recurring issues and opportunities to prevent future incidents
• Support the testing, acceptance and implementation of application releases, upgrades, enhancements and fixes.
• Maintain accurate support records, documentation and knowledge articles, while mentoring colleagues and supporting consistent application support practice.
• Prioritises and diagnoses incidents according to agreed procedures.

This challenging role offers a career development opportunity for an enthusiastic and highly motivated individual with strong interpersonal skills, knowledge of ICT Service Desk and application support. Excellent customer service skills, proven supervisory and mentoring abilities, strong interpersonal skills, negotiation skills, and the ability to relate appropriately to all professional groups is also essential., * GCSE 'C' grade or equivalent in English and Maths

• Educated to 'A' Level standard or comparable organisational experience
• Educated to Degree standard or comparable organisational experience

Desirable criteria

• Prince 2 Foundation/Praxis
• ITIL Foundation course
• Probably educated to bachelor's degree level or holds a relevant professional qualification (ASUP3Q)Management/Supervisory qualification, * Organised
• Good interpersonal skills
• Flexibility
• Patient & sympathetic
• Interested in helping people
• Highly motivated
• Ability to multi-task and work without supervision
• Ability to work on own initiative
• Logical approach
• Calm temperament
• Professional appearance
• Flexible approach to workload
• Good personal presence
• Empathetic
• Credibility
• Discreet/Diplomatic, * Ability to apply project planning principals
• Experience of working in a service desk/call centre environment
• Experience of initiating and implementing organisational procedures
• Ability to produce management reports
• Good knowledge of ICT, IT and Application Systems
• Ability to motivate, encourage, persuade and influence
• Ability to drive in-service training on data quality and applications support for end users on Patient Systems
• Analytical approach to problem solving in complex operational and project related activities, using influence and judgement to make strategic decisions
• Ability to plan and organise operational and strategic tasks which may require adjustment to varied workloads
• Has achieved proficiency in the Task of Application support - Level 3 or at Level 3 in another related SFIA Skill. Has some experience of working on projects and of communicating with users on technical issues [ASUP4E]
• Demonstrates good oral and written communication skills. Has a thorough knowledge of business aspects of the application(s), and of technical aspects of the application system(s) and the hardware and software environment in which they run. Has a thorough knowledge of information systems development processes or networks or other skill areas which are relevant to the role and the applications to be supported [ASUP4K]

Desirable criteria

• Experience of conducting staff appraisals
• Experience of working in an ITIL environment
• Experience of working within an IT department of a large organisation
• Awareness of clinical systems
• Familiar with the activities, structure, and position in the organisation of the functions or departments for which services are provided [KSD06]
• Good Knowledge of Testing policies, approach and activities
• In depth knowledge of Patient Administration Systems, * Fast, accurate keyboard skills
• Familiar with Corporate, Industry and Professional Standards: Specific standards associated with the IT practitioner's current role
• IT Literate and expert user with MS office applications
• Expert knowledge in use of helpdesk systems, e.g. ServiceNow to support service management
• Proficient knowledge of intranet publishing
• Uses software to create reports, spreadsheets etc. as required
• Proficient in the business environment relating to own sphere of work (own organisation and/or closely associated organisations, such as customers, suppliers, partners and competitors), in particular those aspects of the business that the specialism is to support (i.e. localised organisational awareness from a technical perspective) [KSC38]
• Familiar with the application of automated systems to the support of specific business functions or processes [KSC01]
• Specialised knowledge in corporate systems supported by IM&T Services

Desirable criteria

• Proficient in database Applications
• Detailed knowledge of Cerner Millennium, * Driver with access to transport ns

Oxford University Hospitals NHS Foundation Trust is one of the largest NHS teaching trusts in the country. It provides a wide range of general and specialist clinical services and is a base for medical education, training and research. The Trust comprises of four hospitals - the John Radcliffe Hospital, Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury. Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community. We call this Delivering Compassionate Excellence and its focus is on our values of compassion, respect, learning, delivery, improvement and excellence., Oxford University Hospitals NHS Foundation Trust is one of the largest NHS teaching trusts in the country. It provides a wide range of general and specialist clinical services and is a base for medical education, training and research. The Trust comprises four hospitals - the John Radcliffe Hospital, Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury. For more information on OUH please view OUH At a Glance by OUHospitals - Issuu Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community. We call this Delivering Compassionate Excellence and its focus is on our values of compassion, respect, learning, delivery, improvement and excellence. These values put patients at the heart of what we do and underpin the quality healthcare we would like for ourselves or a member of our family. Watch how we set out to deliver compassionate excellence via the OUH YouTube channel., Sexual Safety Charter: In 2023 NHS England launched its first sexual safety charter, and our Trust proudly signed it. We pledge zero tolerance for inappropriate sexual behaviour and commit to the ten core principles Oxford University Hospitals promotes a safe, respectful hiring environment. If you want to make a difference with us, come and join our team. Together, we will uphold the highest standards of care and professionalism.