Applications Manager

We are pleased to be able to offer an exciting opportunity to join the Electronic Patient Record (EPR) Programme Team at Northampton General Hospital. In partnership with our chosen supplier, we have embarked on our digital excellence journey to implement a nationally-leading EPR system that will transform the quality of care for our patients and staff by having instantly accessible information using the latest mobile technology, reducing paper usage and utilising clinical decision support tools.
As EPR Applications Manager you will be responsible for the efficient delivery of a the EPR configuration and build, focusing on the delivery to internal project based timelines., You will be responsible for management, development, daily maintenance and application support for the EPR Programme.
You will have excellent problem solving, communication and organisational skills, along with significant experience of managing a team within a digital healthcare environment. An expert knowledge of how computer systems support patient care will be essential as will experience of working in a system management role.
You will have a full understanding of the ITIL Lifecycle - and how EPR systems support fits within that, ensuring that robust change management processes and policies are in place to manage all changes in a timely and safe manner.
Using your expert knowledge, you will play a key role in defining configuration and design for EPR systems, with particular regard to usability in the clinical setting.
You will ensure system downtime is minimised and associated risks are mitigated through effective maintenance and support schedules.
You will act as an escalation point and single point of command for third party suppliers and system users during the programme, ensuring a swift and coordinated response, ensuring downtime is kept to a minimum.
Through your detailed knowledge of the Trust business processes and their delivery via the systems, you will lead on continuous improvement, recommending and implementing improvements to systems and related procedures.
You will be responsible for the optimisation review of the system during the programme, having responsibility for implementing the Change Management Policy and the EPR Applications Team in delivery of configuration changes.
You will have oversight of all configuration for the EPR Programme, acting as an SME and escalation point for the project team. You will manage your team's project activity on a daily basis through work planning and prioritisation, escalating risks and issues where appropriate.
You will use your specialist knowledge of system usability, human factors in design and EPR adoption to lead on optimisation design, ensuring that design is in line with the digital strategy, takes into account human factors and is as streamlined as possible.
You will work with the Test Lead to review and approve the overall testing strategy, ensuring that effective test plans are created, and resource effort is impact assessed against BAU delivery. You will have overall oversight and management of the team through testing cycles and implementation of software upgrades and bug fixes as required., Northampton General Hospital is one of the largest employers in the area and we are on an exciting journey. All of our divisions are committed to doing things better, with more efficiency as we update, modernise, and advance. We have also entered into a Group Model with neighbouring Kettering General Hospital NHS Foundation Trust and become University Hospitals of Northamptonshire.
Our Excellence Values
+ Compassion
+ Accountability
+ Respect
+ Integrity
+ Courage
We want to recruit the best people to deliver our services across the University Hospitals of Northamptonshire and help to unleash everyone's full potential. As an organisation, we value how we communicate and promote our vacancies to all communities.
We are a Defence positive trust, supporting our reservists, veterans, spouses and partners.
The Hospital Group encourages applications from people who identify from all protected groups, especially those from BAME, Disabled and LGBTQ+ backgrounds as these are underrepresented in our hospitals.
We understand that we need to work with colleagues from diverse backgrounds and make sure the environment they work in is inclusive and collaborative.
We have active Networks that promote and support colleagues from all backgrounds. This ensures everyone feels supported and has a sense of belonging working for Kettering and Northampton General Hospitals., + Responsible for providing a Service Desk call logging and first line incident resolution service.
+ Resolving as many incidents as possible at the first point of contact (first-time fix) and working with your team members to increase the level of first-time fixes.
+ Work with the Service Desk Analysts to review past incidents and patterns to inform where additional training, or guidance, is required improve first time fix numbers.
+ Solutions driven, confident and friendly approach when dealing with end users.
+ Ensuring that you and your team maintain appropriate records of all contacts on the Service Desk, including providing feedback to end users on the progress of their incident on a regular basis through the lifecycle of the call.
+ Maintain agreed service standards on the timeliness and quality of service provided by the Service Desk.
+ Ensuring calls and e-mails to the Service Desk are recorded correctly and monitored for progress by your team. Receive escalations from Associate Service Desk Analysts, assisting where possible. If required, escalate any potential problems of a serious or sensitive nature to the Service Desk Analysts or 1st Line Team Leader.
+ Support and assist with development of the Associate Service Desk Analysts.
+ Work with the Service Desk Analysts to identify process improvements.
+ Ensuring the service offered is to the highest standard and gives great customer service.
+ Ensure that you lead by example, show empathy and understanding when dealing with digital shy users whilst providing guidance in line with user's abilities.
+ Responsible for ensuring tickets are logged in a consistent manner which meets the standard minimum data set.
+ Contribute to ensuring that you deliver to agreed SLAs.
+ Providing technical advice and information to the Associate Service Desk Analysts.
+ To contribute to producing and maintaining operational procedures.
+ Ensure that calls logged to the Service Desk are answered promptly, accurately and in line with agreed service standards and then pro-actively managed to a successful conclusion. This includes liaison with end users, other departments, and third parties.
+ Ensuring that all methods of customer contact are monitored and responded to - Telephone calls, Emails, Self-service tickets .
Management and Leadership
+ Contribute to the implementation of the Group Digital Strategy, in line with Group, National priorities and initiatives, and leading digital techniques.
+ Deputise for the Service Desk Analyst as necessary and where appropriate.
Technical Service Delivery
+ Work with the Service Desk Analyst to identify trends in incidents to contribute to problem records.
+ Be aware of all changes and when they are taking place.
+ Ensure that routine maintenance and remedial work is appropriately scheduled and undertaken so that it does not adversely impact the availability of business-critical systems.
Performance
+ Contribute to the delivery of performance standards for the Service Delivery function, including KPIs, having awareness of achievement against these, and contribute to improved ways of working where necessary to enhance the efficiency and effectiveness of services delivered.
+ Ensure systems are in place to routinely analyse and manage digital resource utilisation in the Service Desk in order to provide efficient and optimised digital services.
Advice, guidance, and partnerships
+ Provide technical and professional assistance regarding the Service Desk.
+ Represent the Digital portfolio within the Group, developing partnerships, sharing best practice, and integrating knowledge across the Group.
+ Forming constructive relationships with suppliers to optimise the delivery of solutions.
Policies and procedures
+ Contribute to ensure that the Service Desk has in place appropriate and up to date policies, guidelines, standard operating procedures, and standards covering the use and management of all digital services, resources, and assets (physical and data). Contribute to ensure that policies are kept up to date, are in line with National policy, standards, and guidance, and comply with all relevant legislative requirements.
+ Contribute to ensuring that a full and current inventory of all digital assets is maintained.
Professional and Personal Development
+ The post holder will need to develop and maintain an awareness of developments and legislation relevant to the digital ervice Desk and contribute to efforts to ensure that each function reflects current professional guidance and standards.
+ The post holder will take responsibility for his or her own professional development, identifying training and educational needs and agreeing ways of addressing these with the Service Desk Analyst.
Role Requirements
+ We support distributed and flexible working arrangements, however, subject to business needs, there may be a requirement to travel between the Kettering and Northampton Hospital sites and other sites across the Group
+ Frequent VDU use is required for this post for periods of up to 3 to 4 hours at a time to produce complex reports and analysis to support decision-making.
+ High levels of concentration will be required on a wide variety of complex issues throughout the day. The post holder will regularly have to adapt to changing priorities and re-focus the work of self and others on new priority areas that may require urgent action.
+ The post holder will participate in meetings, which require a good level of concentration on a wide range of topics, with a variety of audiences and mixtures of attendees.
+ Exposure to unpleasant working conditions or hazards is rare.
+ Office conditions, with an occasional requirement to travel between sites in this role (for example, to support go lives of projects; an unforeseen level of absence at one site; support training or onboarding of new starters; team workshops etc).
At Northampton General Hospital we provide general acute services and hyper-acute stroke, vascular and renal services to people living in Northamptonshire. As well as this we are an accredited cancer centre and provide cancer services to a wider population of Northamptonshire and parts of Buckinghamshire.
We are proud to be the first hospital in the UK to have obtained Pathway to Excellence® designated accreditation from the American nurses credentialing centre (ANCC).
We celebrate staff achievements and value the importance of working as one big team. That's why we talk about Team NGH. It's all about working together to provide the best possible care for our patients and supporting each other to grow and develop our skills. We are driven to helping you to be the best you can be.
We want to recruit the best people to deliver our services across the University Hospitals of Northamptonshire and help to unleash everyone's full potential. As an organisation, we value how we communicate and promote our vacancies to all communities. The Hospital Group encourages applications from people who identify from all protected groups, especially those from BAME, Disabled and LGBTQ+ backgrounds as these are underrepresented in our hospitals. We understand that we need to work with colleagues from diverse backgrounds and make sure the environment they work in is inclusive and collaborative. We have active Networks that promote and support colleagues from all backgrounds. This ensures everyone feels supported and has a sense of belonging working for Kettering and Northampton General Hospitals.
Apply today and join the largest family in Northamptonshire.