Application Support & Training Analyst

Permanent: This post may be asked to contribute to the 24 hour "on call" commitment of IM&T Services for which additional payments apply. Hours Full time - 37.5 hours per week (This post may be asked to contribute to the 24 hour "on call" commitment of IM&T Services for which additional payments apply.), Notes: This post may be asked to contribute to the 24 hour "on call" commitment of IM&T Services for which additional payments apply. This post offers an exciting opportunity to join our Application Support Team within IM&T Services which is responsible for delivering Application Support, Training and Testing for the Oxford University Hospitals NHS Foundation Trust and associated healthcare organisations. Information Management and Technology Services (IM&T Services) provide support to Oxford University Hospitals NHS Foundation Trust users as well as to several other Health organisations across Oxfordshire. This involves supporting over 13,000 workstations and printers, circa 18,000 staff users of systems, and over 1200 servers (over 85% virtual). During 2022, IM&T Services responded to 122,000 calls and were involved in multiple projects.Main duties of the job The successful applicant will play a significant role in providing training support for users of the Electronic Patient Record (Cerner Millennium), as well as contributing to project support activities to enable the continued delivery of our Digital Programme. Primarily you will be required to support the delivery of core Electronic Patient Record training for clinical, nursing and administrative staff and assist with the creation and maintenance of learning materials. This may include interactive eLearning, videos and written training guides. You may also be required to investigate and resolve service incidents/requests logged via our Digital Service Desk or assist with the testing of system enhancements, upgrades and fixes to provide solution assurance.,

• Training delivery and support for all appropriate identified staff, as applicable, within our organization, on a comprehensive range of supported applications including Cerner Millennium (EPR), Dragon (Voice Recognition) and NHS e-Referral Service (eRS).
• Teaches, instructs and/or trains end users, techniques and skills using appropriate methods, tools, online environments, equipment and materials. The students may be of administrative, nursing clinical background and have differing levels of ability.
• Supervises end-users undertaking hands-on system training, advising and assisting where necessary.
• Supports administration processes including, maintaining training records, dealing with course bookings, registering new users, and creating on-line learning accounts.
• Assists in the creation of training materials as appropriate for projects, new developments and upgrades as required. Review and revise existing training materials.
• To provide system training support to users logging requests via the Digital Service Desk.
• To support the delivery of project work in line with development to patient systems both internally and external.
• Execution and reporting of testing of Training Environments, using appropriate testing tools and techniques.
  
  We are looking for a team player who has some experience in providing systems training for end-users. This challenging role offers a career development opportunity for an enthusiastic, organised and motivated individual with knowledge of ICT and proven experience of working in a customer focused environment. Previous experience of working in an NHS or healthcare environment and knowledge of Cerner Millennium is desirable but not essential., GCSE 'C' grade or equivalent in English and Maths
• Educated to 'A' Level standard or comparable organisational experience
• System Testing Qualification e.g. BCS Software Testing Foundation/Intermediate (ISEB)
• Educated to Degree standard or comparable organisational experience
Desirable criteria
• IT qualifications
• Recognised relevant training/teaching qualification, e.g. Post-Graduate Certificate in Adult Education; Certified Trainer Assessment Programme (TAP); Institute of IT Training
• Prince 2 Foundation
• ITIL Foundation course
• Probably educated to bachelor's degree level or holds a relevant professional qualification (ASUP3Q)., Office experience
• Previous experience of a Help Desk/User Support function
• Familiar with Customer Service Techniques
• Experience of system testing and testing techniques
• Experience of supporting IT system implementations
• Delivery of adult training teaching
• Basic understanding of Prince 2 methodology
• Experience of managing and controlling large documents and maintaining accurate records and documentation.
• Experience of business process workflows
• Has achieved proficiency in the Task of Application support - Level 2 or at Level 2 in another related SFIA Skill (ASUP3E)
Desirable criteria
• Experience of either working in the health industry (public or private) or for a private company supplying health industry
• Experience of Electronic Patient Record (EPR) systems
• Developing training courses and materials
• Experience of creating and maintaining test scripts
• Facilitation of "open learning", catering for students with a wide range of ability and covering a wide range of software, Good Knowledge of Browser Technology
• Knowledge of Application Systems
• Basic Knowledge of ICT
• Proficient with Microsoft Office
• Awareness of clinical systems
• Setting up training equipment (laptops, projectors, screens, hubs, cabling)
Desirable criteria
• Knowledge/experience of automated test tools
• Detailed knowledge of Cerner Millennium
• Prince 2 project foundation, Good team skills
• Ability to communicate effectively, including sensitive situations
• Excellent oral, written & visual presentation skills
Desirable criteria
• Ability to relate appropriately to various professional groups within the Trust
• Proven ability to instruct groups of varying ability and confidence level
• Ability to negotiate and achieve consensus where there are multiple views
• Experience of facilitating workshops/managing focus groups
• Good mentoring skills
• Good coaching skills, 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, Knowledge of IT and application system training
• Proficient Presentation Skills
• Analytical approach to problem solving
• Ability to effectively train users
• Manage own time and workload effectively
• Ability to identify gaps in available information requirements, understanding a problem or situation and devising remedy for gaps
• Ability to organise and prioritise own work schedules with minimal supervision
• Customer focussed
• Conceptual thinking
• Report writing techniques
• Demonstrates good oral and written communication skills and has a good understanding of the business processes which the application(s) support, and a good knowledge of the software involved. Has sound knowledge of information systems development processes or networks or other skill areas which are relevant to the role and the applications to be supported
Desirable criteria
• In depth knowledge of Patient Administration Systems
• ITIL Foundation
• Analyse training needs
• Ability to analyse training effectiveness
• Knowledge and experience of the working practices of patient facing NHS departments
  
  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. 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., 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.