Diagnostic Systems Support

Detailed job description and main responsibilities

You will deliver a high quality service assisting the team exceed agreed service level agreements, prioritising workload and ensuring priorities are met for systems access, development and user issues. 

You will negotiate with third party suppliers and system users as necessary for incident and problem management, priorities, acceptance testing.

You will propose improvements to ensure systems are reliable and resilient, and that robust arrangements for maintenance are in place and regularly reviewed.

Using your specialist knowledge of these systems, workflows, diagnostic processes, and the legislative framework that surround their use, you will investigate and bring to a resolution a variety of service issues / faults. You will assist a robust support service, supporting systems in place to track all incidents in accordance with ITIL good practice. 
 
You will assist the Diagnostic Systems Team Leader to manage the team’s project activity on a daily basis through work planning and prioritisation, escalating risks and issues where appropriate. You will contribute to business cases and support planning as appropriate. You will identify risks and issues throughout the Product life cycle and manage them within the Clinical Safety Management System.

You will assist to the plan and deliver upgrades and new solutions, often working with a project team and the wider business as part UHN wide initiatives.

You will work closely with the team to ensure testing strategy is appropriate, test plans are undertaken and impact assess testing plans. 

You will propose improvements and on-going refinement of business continuity and disaster recovery plans in relation to all systems supported by the team.

You will propose improvements to the development and Implementation of relevant policies and procedures relating to the support and management of diagnostic and clinical systems.

You will participate in a rota for your team to ensure that Diagnostic Systems Team have the 2nd line support available during the agreed core working hours, and participate in a 24/7 on-call service available to the Group.

Main Duties and Responsibilities

Deliver in delivering excellent customer service, supporting team to ensure that services provided across the group are and continue to be effective, meet the 
clinical and business needs of the Group, and represent best value for money.

Deliver a high quality service ensuring the team exceed agreed service level agreements, prioritising workload and ensuring priorities are met for systems access, development and user issues. 

Propose improvements to ensure systems are reliable and resilient, and that robust arrangements for maintenance are in place and regularly assessed. 

Support the digital teams and clinical users in relation to the implementation and strategic development of electronic patient records and diagnostic systems within the Trust through your specialist knowledge

Build and optimise configuration for new and existing clinical applications.

Ensure the Clinical Safety Management system is followed and all clinical risks are assessed in conjunction with the Clinical Safety Officer 

Ensure that all changes to the system are reviewed and signed off as safe prior to implementation

Communicate with external organisations over service issues e.g. third party suppliers, other NHS organisations, to ensure any outstanding issues are resolved to the satisfaction of the Trust 

Using your knowledge of systems, work with stakeholders to ensure the effective integration of the Diagnostic systems with other systems with the aim of maximising the efficiency of the Diagnostic systems workflow overall, and longer term business planning. 

Use appropriate testing methodologies and systems to ensure Patient and Diagnostic IT systems meet trust and legislative requirements, particularly in support of upgrades, security patches, etc. 

Champion and role model the Groups values and behaviours and support others in doing so to deliver the Group Vision and Mission successfully

You will be an integral contributor to the identification and management of risk and issues throughout the development lifecycle, referring only to your manage where necessary.

Clinical Systems improvement And Support

Basic awareness of hospital workflow and systems to ensure effective support of Diagnostic systems to maximise clinical and operational benefits from these systems. 

Advise clinical and admin users on the most effective, safe and efficient use of the Diagnostic systems available. 

Independently assist the day to day system management and user support of these electronic patient systems post implementation and for managing those colleagues undertaking system administration and support duties. This will often require investigation of complex systems and technology, fault finding and resolution. 

Identify, in conjunction with stakeholders, any clinical risks associated with the use of Diagnostic systems and electronic patient records. 

Working closely with the Test Lead, to support the development of testing plans based on the complex workflow and system configuration requirements to ensure the systems are fit for purpose and meet clinicians needs. 

Provide support and professional advice regarding Diagnostic systems.

Leadership

Work closely with the team, creating the environment for happy, motivated and highly-performing teams. 

Work closely with the Digital Transformation and Innovation services on upgrades and policies/procedures. 

Assist in the implementation of the Group Digital Strategy, in line with Group, Trust and National priorities and initiatives, and leading digital techniques.

Technical Service Delivery

Using initiative to plan work to ensure effective service delivery, the post holder will resolve conflicting timescales and priorities independently and exercise judgement and discretion to resolve issues, seeking support only when necessary.

Contribute to the leadership and specialist knowledge in the implementation and delivery of your area of the service modelled around agreed methodologies. 

Ensuring processes are in place which will: Deal promptly and efficiently with all patient identification and electronic records management issues in order to minimise clinical risk; Ensure electronic patient systems are available to support the continuity of patient care at all times; Record and document day-to-day maintenance, faults and performance issues using an industry standard ITIL approach; Create account access and passwords within agreed SLAs, supporting team with knowledge and guidance as required.

Where directed, be responsible for Diagnostic equipment in your designated areas of responsibility, configuration, testing and installation of software, repair and maintenance of Diagnostic equipment. Asset tagging and recording as required. Checking user requirements which may require configuration/customising the hardware/software to individual user requirements.

To work with the Cyber Security team and lead the 2nd Line Team to resolve identified issues or high severity CareCert notifications on Diagnostic kit.

Where agreed with ICT, provide installation service of PCs, Laptops, peripherals, software and any Diagnostic equipment across the Group and satellite sites.

You will also be required to adopt a mentor role in the development of team members to assist them in acquiring in-depth knowledge of Diagnostic Applications including PAS and diagnostic systems and any others falling under the remit of the Diagnostic Systems team.

Participate in a Trust wide patient systems quality assurance and audit programme to optimise the clinical potential of systems. Ensure on-going effective service delivery by anticipating and responding to evolving clinical service needs. 

Deliver routine maintenance and remedial work for Diagnostic Systems and hardware so that it does not adversely impact the availability of business-critical systems.

Support the work to ensure that appropriate disaster recovery and business continuity procedures are in place for critical systems under your responsibility and that disaster recovery testing is performed in line with scheduled plans.