Senior EPR Support Analyst

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Lewisham and Greenwich NHS Trust, (LGT), is a community-focused provider of local and acute care, delivering high-quality services to over one million people living across the London boroughs of Lewisham, Greenwich, and Bexley. We provide whole-life care and are here to support our communities to live healthier lives as well as taking care of them when they need us the most.

Employing almost 7,500 colleagues, affectionately known as Team LGT, we provide services at Queen Elizabeth Hospital in Woolwich, University Hospital Lewisham, and at over a dozen community settings in Lewisham. We also provide some services at Queen Mary's Hospital in Sidcup.

We have recently launched our new vision and values to mark the LGT10 - the tenth anniversary of our Trust forming in 2013. Our trust vision is to be exceptional. In the quality of our patient care; our support for colleagues; and in the difference we make through our partnerships and in our communities.

To achieve this we value Respect, Compassion, and Inclusion; Being accountable over staying comfortable; Listening over always knowing best; and Succeeding together over achieving alone. You can read more about our visions and values here

Our hospitals and community sites provide a wide range of inpatient and outpatient services, as well as emergency and planned care. The Trust is rated as "good" or "outstanding" in over three-quarters of the services inspected by the Care Quality Commission.

Every year our work includes performing 10,000 procedures in our theatres; bringing seven and a half thousand new lives into the world; carrying out 570,000 visits to patients in their homes or communities and providing emergency care for more than 300,000 patients arriving in our busy Urgent and Emergency Departments.

LGT is a centre for the education and training of medical students enrolled with King's College London's GKT School of Medical Education. We are a training centre for nurses, midwives and allied health professionals. We are pioneering new roles that will support the changing needs of our patients and are one of the largest employers of physician associates in the country.

We are committed to working with our partners to deliver the best outcomes for our local communities. This means playing an active role in the South East London Integrated Care System (ICS), and in formal partnerships including the South East London Acute Provider Collaborative, provider partnerships with our local mental health trusts and borough-based boards of the ICS in Bexley, Greenwich and Lewisham.

Job overview

The post holder is an expert technical member of the Application Support Team and is responsible for the technical support of the Electronic Patient Record (EPR) (Acute and Community systems)

Main duties of the job

• To provide first and second line support for the Trust's EPR systems and any other key applications which are supported by the Lewisham and Greenwich IM&T Department.
• To be responsible for managing all TrackIT logs, allocating them to the Application Team support staff as appropriate and ensuring compliance with SLAs and KPIs.
• To undertake specific system administration activities to ensure the smooth running of key systems both community and acute, including producing regular KPI reports on the application team performance.
• To ensure that Change Control Procedures are followed.
• To be responsible for ensuring that systems are changed to meet new requirements.
• To negotiate with Oracle, RiO and third-party teams on the timing and implementation of system configuration Service Request updates and communicate these to the Trust.
• In conjunction with the Systems Team Manager, manage and action all requests for change building new functionality as required.
• To assist with the planning and implementation of EPR systems upgrades, providing technical advice to users to enable them to deliver the potential benefits of IT systems.
• To deputise for the Lead EPR Support Analysts as required.
• Provide guidance and specific technical training.

Working for our organisation

Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:

1. Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development
2. Widening access (anchor institution) and employability
3. Improving the experience of staff with disability
4. Improving the EDI literacy and confidence of trust staff through training and development
5. Making equalities mainstream

Detailed job description and main responsibilities

System Support

To provide in-depth specialist knowledge of key LGT managed IT systems. To ensure that Lewisham and Greenwich systems are maintained to a very high standard at all times, taking a particular interest in developing own knowledge of how systems work and their potential to benefit the Trust.

To receive prioritise and resolve EPR Service issues using the IT Service Desk system ensuring logs are closed within specific timeframes or escalating to another division of the IT Department.

To apply high level specialist knowledge and logic to trouble shooting problems ensuring the relevant personnel are involved or consulted for advice to resolve problems thoroughly and quickly.

To take ownership and lead on the resolution of issues impacting on EPR operational workflow and patient pathway processes. To ensure good communication and working relationships with the relevant personnel to keep them informed of progress or outstanding problems.

To undertake root cause analysis of complex issues and devise system configuration, workflow or process changes.

To liaise with the line manager regarding recurring problems and assist with identifying and implementing long-term solutions.

To liaise with EPR Systems suppliers on a regular basis to identify problems with software highlighted by Trust staff.

2.2 To help to develop processes, policies and procedures, particularly EPR documentation, to ensure robust management of systems within IT Department.

Person specification

Qualifications and Training

Essential criteria

• Educated to degree level or equivalent experience
• Evidence of continuous personal and professional development

Desirable criteria

• ITIL Foundation
• Educated to Master or equivalent experience

Experience

Essential criteria

• Significant experience in systems support
• Participation and understanding of change management linked to the deployment of IT systems. In depth knowledge of Cerner.

Desirable criteria

• NHS Experience
• NHS Systems Knowledge

We reserve the right to close the post before the stated closing date, please apply early. We do not contact applicants with the outcome of the shortlisting. If you have been shortlisted, you will receive an invite to an assessment day or interview.

As a local employer and anchor institution we work closely with our community to recruit locally and we welcome applications from the widest variety of people to ensure our workforce are reflective of the local communities which we serve. We encourage all suitable candidates to apply including if you are Black, Asian or other ethnic minorities, live with a disability (visible or not) or are LGBT+. We have a number of active staff networks including Disability, LGBT+, Multicultural Inclusion and Women's staff networks to bring staff together and celebrate diversity across our whole workforce.

Please note: Information provided during recruitment and pre-employment checks must be accurate. Misrepresentation may be investigated as fraud and could lead to withdrawal from the process, professional sanctions, or criminal action.

Please note: that sponsorship under the Skilled Worker route is subject to Trust allocation and UK Visas and Immigration (UKVI) approval.

Employer certification / accreditation badges

Documents to download

• JD (PDF, 347.1KB)
• Working at LGT (PDF, 4.2MB)
• Visa and Certificate of Sponsorship Information for Applicants (PDF, 3.8MB)
• Candidates Guidance on Applying (PDF, 175.2KB)
• Candidate Guidance on the use of AI (PDF, 3.8MB)