System Support Officer

Mersey Care NHS Foundation Trust celebrates diversity and promotes equal opportunities; we are committed to challenging and eliminating racism and other forms of discrimination and advancing and promoting equality of opportunity in the provision of services and creating an inclusive environment for all employees. We believe that everyone has the right to be treated with dignity and respect.
We take positive action to support disadvantaged groups and also particularly encourage applications from ethnic minorities, disabled and LGBTQIA+ people that are under-represented in our workforce. Furthermore we welcome applications from reservists and ex-armed forces personnel as we recognise the benefits of the values, skills, training and experience that they bring to their work with us. We encourage all applicants to share their equality information with us.
----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------, Responsible for the investigation and resolution of any problems reported by users, including advice and fault resolution. Required to interpret and communicate complicated issues to non-IMT staff.
Help prepare and update documentation on the configuration, set up and use of the systems.
Work on own initiative in the knowledge that other application specialists are available for reference, either within the PO or within iMerseyside
Involvement in the preparation of information for meetings.
Accurately update all incidents in the incident management system in a timely manner. Assist in providing 2nd line support for other systems which are maintained by the System Support Team and thus reduce key person dependencies within the team.
Organise own work and will need to be responsive to variable workloads and interruptions from other staff.
Assist in the testing and quality assurance for systems, or changes, that need to be presented to Change Advisory Board.
To work closely with other disciplines within Informatics Merseyside including Programme Team, Business Change and Training, especially during the planning, specifying, reviewing, updating, upgrading of systems.
Work with end users to configure the system to help them with the way they work, initiating changes and meeting with users to work through changes.
Shortlisting planned for:15 January 2025
Interviews planned for: 23 January 2025, Responsible for the investigation and resolution of any problems reported by users, including advice and fault resolution. Required to interpret and communicate complicated issues to non-IMT staff.
Help prepare and update documentation on the configuration, set up and use of the systems.
Work on own initiative in the knowledge that other application specialists are available for reference, either within the PO or within iMerseyside
Involvement in the preparation of information for meetings.
Accurately update all incidents in the incident management system in a timely manner. Assist in providing 2nd line support for other systems which are maintained by the System Support Team and thus reduce key person dependencies within the team.
Organise own work and will need to be responsive to variable workloads and interruptions from other staff.
Assist in the testing and quality assurance for systems, or changes, that need to be presented to Change Advisory Board.
To work closely with other disciplines within Informatics Merseyside including Programme Team, Business Change and Training, especially during the planning, specifying, reviewing, updating, upgrading of systems.
Work with end users to configure the system to help them with the way they work, initiating changes and meeting with users to work through changes., Responsible for the investigation and resolution of any problems reported by users. If unable to resolve the issue, the post holder should escalate this to the System Support Coordinator.
Working with POs System Support Officer will provide support with the set up and maintenance of the applications that Informatics Merseyside has responsibility for.
System Support Officer will help prepare and update documentation on the configuration, set up and use of the systems.
System Support Officer will be expert in at least one supported system, and will provide a full range of user support services including second line support, advice and fault resolution.
System Support will follow processes for implementing system changes (which may include the logging and requesting of changes) by liaising with internal users and external suppliers.
The System Support Officer will work on their own initiative in the knowledge that other application specialists are available for reference, either within the PO or within Informatics Merseyside
To analyse, investigate and recommend/resolve issues/problems. This may include the identification of the source of the error and recommend corrective actions (workarounds) while a more permanent fix is identified.
To provide information, analytical or narrative to appropriate groups within Informatics Merseyside and POs to demonstrate appropriate system use and monitoring of targets (either directly or by ensuring appropriate data is available).
System Support Officer will be required to interpret and communicate complicated issues to non-IMT staff. They will also be involved in the preparation of information for SLA meetings.
System Support Officer will accurately update all incidents in the incident management system in a timely manner
The System Support Officer will assist in providing 2nd line support for other systems which are maintained by the System Support Team and thus reduce key person dependencies within the team.
The System Support Officer will organise their own work and will need to be responsive to variable workloads and interruptions from other staff.
System Support Officer will assist in the testing and quality assurance for systems, or changes, that need to be presented to Change Advisory Board. They will check that the change is fit for purpose before being released to end users. They will also check the documentation that is provided to enable the support of systems.
To be involved in internal and external user groups and other meetings contributing to workshops to facilitate future system developments.
To assist in the integration and implementation of Information Standards Notices in a timely and well communicated approach in partnership with POs including liaising with other teams within Informatics Merseyside and system users. Where there are shared systems this may involve other local organisations.
To work closely with other disciplines within Informatics Merseyside including Programme Team, Business Change Team, and Training Team especially during the planning, specifying, reviewing, updating, upgrading of systems.
To play an active part in Post Implementation Reviews of supported software and liaise with other disciplines within Informatics Merseyside where corrective action is identified.
To have a good working knowledge of business practices and application functions in order to maximise benefits of system use and understand implications of applications.
Work with end users to configure the system to help them with the way they work, initiating changes and meeting with users to work through changes.
Generic Responsibilities for all staff:
All post holders will agree to:
· Commit to the vision of supporting Mersey Care in becoming a leading organisation in the provision of mental health care, addiction services and learning disability care, and in doing so fully utilise their skills and experience to support the objectives of the Trust.
Role model the values of the Trust - Continuous Improvement, Accountability, Respectfulness and Enthusiasm - in all activities and interactions with employees, service users and other stakeholders
· Challenge the stigma associated with mental health and learning difficulties.
· Comply with the Duty of Candour, defined by Francis as: 'The volunteering of all relevant information to persons who have or may have been harmed by the provision of services, whether or not the information has been requested and whether or not a complaint or a report about that provision has been made.'
· Work across professional and organisational boundaries to improve services for all.
· Maintain their specific knowledge base and develop new skills.
· Value the contribution of the patient / service user voice.
· Operate within any organisational codes of practice or those from a relevant professional body.
· Respect equality and diversity across all areas of working practice and communications with staff, service users and other stakeholders.
· Take responsibility for the accurate and timely collection and recording of data and ensuring all personally identifiable information is protected and used only for the purposes for which it was intended.
· Comply with all health and safety legislation and local policies and procedures.
· Adhere to all organisational policies.
· Have knowledge and understanding of technology in the workplace which is sufficient to maintain their efficiency and also how technology can empower service users in a digital environment
· Comply with the NHS Constitution in relation to the staff responsibilities that it sets out for NHS employees.
This job description is intended as an outline indicator of general areas of activity and will be reviewed in light of the changing needs of the Trust in consultation with the postholder
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Only those applicants who demonstrate clearly how they meet our person specification will be shortlisted for interview.
As a Disability Confident Employer, we offer a guaranteed interview scheme for applicants who consider themselves to be disabled who meet the minimum (essential) criteria for the role in the person specification. If you would like your application to be considered under the Trust's guaranteed interview scheme you can indicate this in the personal information section of your online application form.
Should you require a reasonable adjustment to our recruitment process please email [email protected] to ensure that measures can be put in place to support you.
We reserve the right to close any vacancy earlier than advertised in exceptional circumstances once we have received a high volume of applications.
The Trust expects all post holders who require an enhanced DBS for their role subscribe to the DBS Update Service. You will be required to enrol for this service for a fee of £13 per year and maintain registration. Trans applicants who require a DBS check and do not want to reveal details of their previous identity can contact the DBS Sensitive Applications Team or email [email protected]) with their application number once they have completed their DBS application form. The team can prevent any previous identity showing on the DBS Certificate, unless the applicant has a conviction under their previous details in which case this will need to be disclosed.
Flexible working requests will be considered for all roles.
Please be advised that the use of Artificial Intelligence on applications is monitored and if you choose to use this, you must declare this on your application form.

Mersey Care is one of the largest trusts providing physical health and mental health services in the North West, serving more than 1.4 million people across our region and are also commissioned for services that cover the North West, North Wales and the Midlands.
We offer specialist inpatient and community services that support physical and mental health and specialist inpatient mental health, learning disability, addiction and brain injury services. Mersey Care is one of only three trusts in the UK that offer high secure mental health facilities.
At the heart of all we do is our commitment to 'perfect care' - care that is safe, effective, positively experienced, timely, equitable and efficient. We support our staff to do the best job they can and work alongside service users, their families, and carers to design and develop future services together. We're currently delivering a programme of organisational and service transformation to significantly improve the quality of the services we provide and safely reduce cost as we do so.
Flexible working requests will be considered for all roles.