EPR Maintenance Analyst

The EPR Maintenance Analyst will be responsible for the administration and maintenance for the Oxford University Hospitals NHS Foundation Trust's Cerner Millennium. The successful candidate will be expected to use configuration management and assurance tools utilised for delivery, configuration data standards and the assurance of requests/maintenance tasks, data collection workbooks and configuration information tools. The EPR Maintenance Analyst will work alongside Cerner colleagues in quality control and assurance of the build completed by Cerner AMS. This role will also be expected to support other corporate downstream application systems maintained by OUH IM&T Services., The successful applicant will be expected to provide EPR maintenance support to the Care Records Service participating as required in the following: maintenance and advancement of the EPR maintenance and development workstreams, support the completion of associated project work, respond to and resolve incidents and service requests, provide support to users on a country-wide basis, support processes and develop strong working relationships with Cerner AMS, provide training to users as appropriate and develop and improve systemic approaches to ensure data quality.,

• Follow agreed procedures, responding to requests for support by identifying, registering and categorizing incidents.
• Provide prompt incident resolution or escalate as appropriate.
• Act as an effective interface between users and service providers, including external commercial suppliers where applicable. This interface includes documenting incidents, checking progress and ensuring all diagnostic information is provided for error resolution and incident analysis.
• Within own area of competence and following agreed procedures, investigate issues and other requests for support and determine the appropriate course of action.
• Use application management software and tools to collect agreed performance statistics.
• Within own area of competence, provide the correct response to requests for support by means of for example - developing work-arounds or site specific enhancements, reconfiguring systems, changing operating procedures, training users or operations staff, producing additional documentation, or escalating requests to systems development staff of software suppliers.
• Monitor application systems for which responsible, regularly scrutinizing reports produced by the applications, software, systems software or service delivery staff. In conjunction, note problems and identify performance trends.
• Liaise with systems development staff and/or software suppliers on the development of system enhancements to overcome known problems or further fulfil a users' requirements.
• Assist in the system testing of platform specific versions of the software product(s), documenting faults and implementing resolutions and retesting to agreed standards.
• Investigate and reconcile violation reports and logs generated by automatic policing mechanisms.
• Assist users in defining their needs for new access rights and privileges, operating and administering physical and logical access controls.
  
  GCSE 'C' grade or equivalent in English and Maths
• Educated to degree standard or comparable organisational experience
• Recognised training qualification for Back Office or willingness to study.
Desirable criteria
• ECDL
• ITIL Foundation, Positive attitude
• Logical approach
• Calm temperament
• Mature approach
• Professional appearance
• Organised
• Attention to detail
• Highly motivated
• Ability to multi-task and work without supervision
• A can do attitude
• Flexible approach to workloads
• Self reliant
• Good personal presence
• Ability to prioritise and work to deadlines
• Ability to work under pressure, Strong team skills
• Ability to communicate within a team to ensure members work as one
• Ability to negotiate and achieve consensus where there are a variety of views and requirements
• Ability to relate appropriately to various professional groups within the Trust
• Ability to build and maintain effective working relationships
• Excellent interpersonal skills
• Excellent Written & Oral communication
Desirable criteria
• Report writing, Experience of working in a customer focussed service environment
• Experience of handling customers who are distressed/frustrated
• Able to explain technical issues to non technical staff
• Confidence, enthusiasm and commitment to finding new ways of working
• Ability to work to tight deadlines in a busy environment
• Experience of training staff/colleagues
• Experience of delivering an administrative function
• Experience of a user support function
• Planning and organisational skills
• Evidence of appropriately handling confidential information
• Knowledge of application systems
• Knowledge of ICT
• Analytical approach to problem solving
• Ability to motivate, encourage, persuade & influence
• Ability to manage own time and work load effectively
• Awareness of Clinical Systems
Desirable criteria
• Experience of production of training materials
• Experience of initiating and implementing organisational procedures
• Change management experience
• Process design experience
• In depth knowledge of Patient Administration Systems
• NVQ Level 2 in call handling
• Awareness of Document Version Control
• Knowledge of, NHS Data Definitions, Computer literate with a working knowledge of a variety of software packages, including Microsoft Office to intermediate level
• Keyboard Skills
• Good knowledge of browser technology
• Good knowledge of technical configuration management
• Good knowledge of technical system management
  
  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., 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 14,000 workstations and printers, circa 19,000 staff users of systems and around 1400 servers (over 90% virtual). During 2023, IM&T Services responded to 115,000 support requests and were involved in multiple projects., 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.