Applications Support Analysts

Job overview

The ICT Applications Support Analysts will be responsible for the day to day support and technical resolution of all CNWLs ICT Clinical and Non-Clinical applications including engaging with networking, infrastructure and associated technical teams to provide support for the CNWL Service users CNWL ICT’s  infrastructures services have been outsourced to a Strategic Managed Infrastructure Provider.

The Applications Support Analyst will provide support to the ICT Head of Applications Support, ICT Applications Lead, ICT Business Partners, Head of ICT Programme/Project Delivery and the ICT Project Managers to ensure that programmes and projects are delivered effectively and supported efficiently in accordance with established quality standards and processes; ensuring that the programme/project objectives set are met.  They will continuously improve the support and delivery of ICT implementations (pre and post go-live) by taking responsibility for ensuring the service applications user requests, upgrades and changes are managed effectively

The successful applicant may have contact with patients or service users. As an NHS Trust we strongly encourage and support vaccination as this remains the best way to protect yourself, your family, your colleagues and of course patients and service users when working on our healthcare settings.

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1. Trust wide responsibility for developing, implementing, maintaining and monitoring all policies and procedures relating to Clinical and non Clinical application management. 
2. Ensure that root cause analysis is performed for application incidents.
3. Ensure all changes to the Trust’s applications adhere to the formal Change Management process, ensuring that the risk of failure is mitigated.
4. Ensure that risks and issues are formally identified and dealt with effectively and that the change process deals with both the technical and people/training aspect of the change being introduced.
5. Responsible for the identification, of potential critical risks and issues of the application portfolio to mitigate this risk and impact of occurrence.
6. Ensure that all complaints and untoward incidents are properly reported and handled in accordance with Trust Policy.
7. Own the applications technical environments required to support testing, training, User Acceptance Testing and Production.
8. Ensure that regular systems audits are in place and any corrective action/resolution is managed to agreed criticality and timescale.
9. Ensures that User Acceptance criteria is identified and captured during the requirements gathering process.
10. Highlight data quality issues to the appropriate managers (Inc. systems managers) making recommendations for resolution
11. Responsible for ensuring that strong governance and assurance framework with regard to application portfolio is in place.

Working for our organisation

• To support the organisation’s ways of working, model its values and champion CNWL way of working “More Time for Care”
• To participate in appraisals and personal reviews and work to achieve agreed set objectives.
• To participate in appropriate training and development activities
• To participate in team, professional and personal development activities and promote commitment to continuous development and improvement.

• To ensure the health, safety and wellbeing of all staff within the directorate
• To ensure compliance with all confidentiality and governance requirements within the department
• To adhere to professional codes of conduct at all times