Candidate Information Pack

Transcription

1 Candidate Information Pack The Application Process Guidance for Completion of Application Form About NHS Greater Glasgow and Clyde NHS Scotland Summary Terms and Conditions for this position Job Description and Person Specification (please retain a copy)

2 THE APPLICATION PROCESS Please ensure you read the Job Description and Person Specification along with the guidance notes on Completing Your Application Form thoroughly. Shortlisting an application for interview is based on its content therefore it is in your best interests to ensure you submit a fully and appropriately completed Application. You can find answer to frequently asked questions on the application process on our website. Click this Link You will receive confirmation that your application submission has been received when you submit you re On Line Application form. When we begin to process your application you will receive an from NHS Greater Glasgow and Clyde (NHSGGC) confirming receipt. If you have not received a confirmation within 3 days working days from the closing date please contact us on We regret due to the volume of applications NHS GGC receives we are unable to write to applicants who are not successfully shortlisted for interview. Accordingly if you have not received an invitation for interview within 6 weeks of the closing date please assume on this occasion you have been unsuccessful. We hope this will not deter you from applying again. We will use a number of methods of communication to advise you of each stage of the recruitment process this includes , letter, SMS text, or phone. It is essential that you regularly check your s and your phone to see if we have been in contact with you to update you on the progress of your application. Please ensure your account does not treat NHSGGC s as spam by resetting your spam filter. Use the help function in your account or Click Here for instructions on how to do this. Please ensure you retain a copy of the job description and person specification for the post you are applying for you will need this to help you prepare if you are selected for interview. Please retain details of the Job Reference Number you will need this if contacting the NHS GGC Recruitment Team. Should you require further information or assistance in relation to your application please visit or your enquiry to nhsggcrecruitment@nhs.net Please state clearly the Job Title and Job Reference Number for the post. What happens to my application? - After the post closes, all applications received will be passed to the recruiting manager / appointments panel who will assess each application against the criteria and person specification specified in the job description and decide who to select for interview. This part of the process is known as shortlisting.

3 GUIDANCE FOR COMPLETING YOUR APPLICATION FORM Completion of the application form is the first stage in the recruitment process, and if you are successful, will form the basis of your employment record. Complete and accurate information is essential. Please note: If you knowingly withhold or provide false or misleading information, this may result in your application being rejected, or if appointed, may result in dismissal from your post Your Application form plays a vital role in the recruitment and selection process.the information you provide us with in your form will be used to decide whether you are shortlisted to attend an interview. Only those applicants who can clearly demonstrate in their application form how they meet the minimum essential requirements for the post as specified in the job description and person specification will be considered for interview selection. Applicants should read the candidate information pack and job description for the post prior to completing the online application form. When completing the online application form applicants should read the instructions in each section and note the following: o On all pages - the application form has a time out therefore you should click on the "Save" button as you go through the form or copy and paste from another document, to avoid losing content. o On all pages - Please do not use any symbols eg,#, & when completing your application form for addresses o On page 4 - Role Purpose/Summary of Responsibilities is limited to limit of 1000 characters including spacing, circa 10 lines. Text over-running this limit will be cut off. o On Page 5 - Supporting Statement should be NO LONGER than 1 x A4 page - circa 50 Lines. If limit is exceeded, Text in the Supporting Statement will be cut off. It is recommended that you complete all relevant sections of the application form. It does not matter how long ago your last employment was, if you have an employment history please list it. If you have not previously been employed please use the Present or Most Recent Post section to detail what you have been doing: Full time Student/Parent/Carer. Please note that you can list unpaid work including work placements and volunteer work in your employment history. We do not accept Curriculum Vitaes (CV) unless a CV has been requested as part of the the recruitment process. By completing an application for this post you give your consent to pre employment checks, including reference checks, to be initiated once your formal conditional offer of employment is made to you. Click Here for more information.

4 Completion of the Application form Parts A, B and C The Job Description provides information about the main duties and responsibilities of the post being advertised. It also describes the purpose of the post. Please ensure that your application form clearly demonstrates how your skills/knowledge/experience can be utilised in the role. The Job Description and Person Specification also specify the requirements or criteria (knowledge, skills, experience, abilities and qualifications) that are essential or desirable to perform the duties outlined. Please ensure in your application that you demonstrate how you meet the minimum essential criteria and where applicable, the desirable criteria for the role. Certain posts in NHS Scotland are exempt from the 1974 Rehabilitation of Offenders Act (Exclusions & Exceptions) (Scotland) Order Click Here for more information. If the advertisement for this position has declared that we require a Disclosure Scotland PVG Scheme Membership/Disclosure Scotland Check, you must declare any previous convictions, classed as either spent or unspent, including criminal convictions received outside the United Kingdom. The Asylum & Immigration Act 1996 states that it is a criminal offence to employ a person who is not entitled to work in the United Kingdom (UK). As a consequence, before NHS GGC offers employment, the prospective employee must provide evidence, that he/she is entitled to work in the UK. All applicants regardless of nationality will be asked to provide evidence of eligibility to live and work in the UK. NHS Scotland operates a Job Interview Guarantee Scheme for disabled applicants. Candidates who have declared a disability and who meet the minimum essential criteria outlined within the job description/person specification will be guaranteed an interview. You must provide full and complete employment references including a work address (personal address for employment references may not be acceptable) covering a minimum period of the last three years. Employment referees should be listed in chronological order that is the most recent first. If you have had more than two employers in the last three years we will require additional references. Character referees should only be used in the event that you cannot provide two employer references covering the last three years. Any gaps in employment history must be detailed within your supporting statement and will be explored carefully with you at interview. If you have an employment history of less than three years, you should provide full details of an academic referee or other person who is not a friend, is not related to you or involved in any financial arrangement with you to provide a personal reference. If you have had no previous employment or have been self-employed you should provide details of two personal referees as outlined above and where applicable evidence to confirm your status (e.g. letter from Job Centre Plus, Academic Record or evidence from HM Customs and Revenue) if you are selected for interview. Statement in Support of Application This section is one of the most important in the application form as the information that is provided here will be evaluated and used to decide if you are invited to attend interview. This section gives you the opportunity to describe and demonstrate the particular qualifications, skills, abilities, knowledge and relevant experience and other qualities that make you a good candidate for the post.

5 Completing Part D Equal Opportunities Questionnaire This part of the form is optional and the information you provide in this section forms no part of the selection process. It is treated in confidence and only Recruitment or Human Resources staff can access for the purpose of recording and compliance monitoring to ensure our workforce is balanced and represents the best candidates from all parts of society regardless of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity status, race, religion or belief, sex, sexual orientation and/or socio-economic status. DATA PROTECTION ACT 1998 ~ TREATMENT OF INFORMATION PROVIDED ON APPLICATION FORMS The information you provide on your application will be treated in confidence. Only those NHS GGC staff involved in the selection process and processing your application will see your application form. If you are the successful applicant your application form will be retained and used to create your employee record file. Your application form will be held for 12 months, from the date of your application, within the NHSGGC recruitment system, after which period it will be deleted from the system. When you create your Online Application Account it is hosted on the NHS Scotland Web Server and NHSGGC staff have no access to this account. You account remains active for a maximum period of 90 days. This means that in order to keep your application form live on the online system you will need to log into your account at least once every 90 days. If you do not, the application information held in your account will be deleted and you will need to complete a new application form the next time you wish to apply for a post.

6 WORKING FOR NHS GREATER GLASGOW AND CLYDE About us NHS Greater Glasgow and Clyde (NHSGGC) is the largest health board and provider of healthcare in Scotland and one of the largest health care providers in the UK. NHS Greater Glasgow and Clyde s purpose is to: Deliver effective and high quality health services, to act to improve the health of our population and to do everything we can to address the wider social determinants of health which cause health inequalities. The Board works in close partnership with other NHS organisations, local authorities and other agencies including the third sector to ensure that social work, education, housing, employment and environmental services unite effectively and efficiently with the NHS in tackling inequalities and underlying health problems in local communities. The future shape of health and social care provision is changing with the move to establish new statutory Partnerships between NHS and Local Authorities, responsible for the planning and delivery of Health and Social care for local populations. This requires the development of very different relationships between primary care, mental health services, community and acute services. NHS GGC serves a population of 1.2 million (over 1/5 th services provided by 40,000 staff (head count). of the population of Scotland) with The geographical area covered includes: Glasgow City, West Dunbartonshire, Inverclyde, Renfrewshire, East Renfrewshire, East Dunbartonshire, and North Glasgow (Stepps- Moodiesburn corridor). Our Services NHS Greater Glasgow and Clyde provides a full range of Secondary and Tertiary Clinical services, Primary Care, Mental Health and Community services included in which are a number of world-class specialist services. Find out more about NHS Greater Glasgow and Clyde at If you want to know more about the NHS in Scotland then please visit More About Our Services If you are successful in you application to join us you will be working within one of our Acute, Primary and Community Care Services. These services are in turn supported by a range of Corporate Service functions including Administration, Health Information and Technology, Finance, Human Resources, Public Health, Corporate Planning, Facilities and Estates. Click Here to find out more about our Community Services Click Here to find out more about our Mental Health Services Click here to find out more about the services in your area Find out more about NHS Greater Glasgow and Clyde at NHS Greater Glasgow and Clyde Employee Benefits We offer all our staff excellent benefits including;

7 NHS Superannuation pension scheme, Child Care Vouchers, Bursaries to support education and training, Interest free loans to purchase Zonecards for trains, buses, underground and some ferries Cycle to work Interest free Loans to purchase bicycles and equipment For more information on the benefits available to NHS Staff visit

8 NHS GREATER GLASGOW AND CLYDE SUMMARY OF TERMS AND CONDITIONS The terms and conditions of service are those approved and amended from time to time by the National Agenda for Change Terms and Conditions Agreement. Job Title: Job Reference Number: Closing Date: Vacancy Enquires To: IT Incident Manager Please ensure you quote the following reference number on your application form and retain it for future reference: G This post closes on 04/01/2016 applications received after that date may not be processed. For questions specific to the role (working pattern, duties etc) contact; Linda Darroch AFCBand/Grade : Band 6 Salary: to per annum (pro rata where applicable) Please note that candidates new to the NHS should expect to start at the entry point of the payscale shown. Click Here for more information Hours: Base: Westward House Contract Type: Permanent Annual Leave: Superannuation: Confirmation of Eligibility to work in the United Kingdom: Criminal Records Checking Statutory Registration and Professional Membership : Healthcare Support Workers Smoke Free Policy: Equal Opportunities: The basic annual leave entitlement in a full year commencing 1st April to 31st March is 27 Days on appointment rising to 29 Days after five years and 33 Days after 10 years. Leave entiltlement is pro rata where applicable. All employees are automatically enrolled it the NHS Superannuation Scheme. Click Here for more information NHSGGC has a legal obligation to ensure that all it s employees, are legally entitled to work in the United Kingdom. ALL APPLICANTS are required to confirm their right to work in the UK in their application form If the advertisement for the post specified a requirement for PVG Scheme membership or a Disclosure Scotland Check you must provide details of any criminal convictions spent and unspent including convictions from overseas in your application form. This information is NOT made available to hiring managers unless you are selected for interview. Jobs that require the post holder to have statutory registration or professional membership will state this within the advertisement or job description. If required please provide complete and accurate details. The detail you provide will be confirmed with the relevant regulatory/professional body. All NHS Scotland postholders that are not governed by a regulatory or professional body are considered to be healthcare support workers. On appointment you will be expected to comply with the new NHS Scotland Mandatory Induction Standards and Code of Conduct for Healthcare Support Workers. Click here for more information NHS Greater and Clyde operates a Smoke Free Policy on all premises and grounds. Click Here for more information NHS Greater Glasgow and Clyde is as an equal opportunities employer. Click Here for more information

9 JOB DESCRIPTION 1. JOB IDENTIFICATION Job Title: Division: Department: IT Incident Manager Corporate Health Information & Technology Directorate Reporting To: IT Contracts Manager Location: Westward House, Paisley 2. JOB PURPOSE Responsible for ensuring continued support, improvement and communication of IT Service Desk provision to all NHSGG&C users through appropriate IT teams. Responsible for the management of incidents and problems related to IT services to limit potential disruption, enabling a return to business as usual service as soon as possible. Production of monthly management information. Develop, prepare, agree and communicate procedures to all relevant parties. Role is focused on managing services provided through the IT Service Desk in support of current local HI&T delivery and requirements to contribute to the development of support processes for new and changing NHSGG&C and National Services. 3. ROLE OF THE DEPARTMENT The overall aim of the Health Information and Technology Directorate is to deliver and maintain a comprehensive integrated information technology and health information strategy in order to ensure that the right information is provided in the right place at the right time, to support highest possible levels of diagnosis, treatment and care of patients and clients, to support continuous improvement of the health of the populations we serve and to achieve more effective integration between Health and the care services of our Local Authority partners. This includes patients case notes and other information for clinicians working in the community and primary care, in outpatient clinics, on the point of admission

10 for inpatients/day cases and for review after discharge: it includes developing and supporting electronic information systems for clinical and management use: and it includes collection and analysis of data required by the Scottish Executive Health Department, for local monitoring of activity or performance, and for surveillance and protection of the health of our populations The Health Information & Technology (HI&T) Directorate has approximately 1,400 staff, a revenue budget of approximately 41m, annual capital budget of approximately 5m and non-recurring ehealth budget of approximately 16m. The HI&T Directorate comprises the following departments: Infrastructure responsible for the delivery and development of the underpinning technical infrastructure on which all NHSGG&C applications and information systems run. This service has 3 sections Networks, Operations and Infrastructure Development. Applications responsible for the overall IT service to NHSGGC, and delivery and development of applications to support health and corporate directorates across NHSGGC. This service has 3 sections Acute Services, Joint Services/Contractor Services/Screening Applications, CH(C)P/Mental Health/Corporate Applications. Plus leads additional Programmes of work which sit across all areas, such as the development of the electronic patient record. Information Management responsible for the collection and analysis of information, information governance and delivery of knowledge management services. This service comprises Knowledge Services, Information Governance and Business Intelligence Acute, Partnerships and Public Health. Health Records delivery of Health Records services across NHSGGC. Business and Resource Management responsible for financial management, procurement & contract management, ITIL support / service operation functions (service desk etc.), audit & FOI co-ordination and aspects of HR, health & safety and facilities management activities. 4. ORGANISATIONAL POSITION

11 HI&T Business & Resource Manager IT Contracts Manager Change Manager Service Level Manager Incident Manager THIS POST Service Desk Analyst Service Desk Analyst 5. SCOPE AND RANGE Direct responsibility for monitoring, developing and improving the quality of incident and problem management through interdepartmental working and IT Service Desk provision to 35,000+ users across NHSGG&C through ongoing identification, analysis and reporting of performance and activity. Identification of areas for improvement and the implementation of new processes and procedures to meet client expectations in line with organisational requirements. Management of incidents and problems relating to IT services and interdepartmental interaction, including Service Desk facilities which receive 23,000+ contacts per month. Ensuring service level targets and associated processes and procedures for Service Desk Contact and Incident / Problem Management are clearly defined, implemented and met by internal staff and external suppliers. Escalation point for all HI&T teams and Service Desk staff in relation to incidents and problems raised.

12 6. MAIN DUTIES / RESPONSIBILITIES Incident Management 1. Development, agreement, implementation and management of incident management policies and procedures for all IT systems to ensure minimum disruption to service of clinical and corporate applications, therefore reducing impact on patient care. 2. Monitoring, analysing and reporting on incidents affecting the IT environment, performing tasks such as: prioritising and categorising incidents; monitoring updates against major incidents and ensuring that escalations and communications are managed appropriately to limit the potential disruption to service and return to business as usual as quickly as possible. 3. Train, guide and advise other IT staff as required in incident management processes. 4. Produce monthly standard reports and respond timeously to requests for information relating to incident management activities from management and HI&T teams. Problem Management 1. Development, agreement, implementation and management of problem management policies and procedures for all IT systems to ensure minimum disruption to service of clinical and corporate applications, therefore reducing impact on patient care. 2. Identification of multiple occurrences of related incidents from which problem records are created and managed, ensuring that root cause analysis is carried out as part of problem resolution, with identification of actions and their owners. 3. Ensure effective management of incidents which have a known root cause that has not yet been resolved. 4. Train, guide and advise other IT staff as required in problem management processes. 5. Monitor and ensure information relating to problems is maintained including appropriate workarounds and resolutions to reduce the number and impact of incidents over time. 6. Monitoring, analysing and reporting on problems, performing tasks such as: categorising types of problems; identifying trends, monitoring updates and ensuring proposed correct actions are completed and documented appropriately. Service & Client Management 1. Directly responsible for delivering best practice IT Incident and Problem Management processes providing efficient and effective support to internal HI&T customers. 2. Develop and maintain good working relationships with regular (sometimes complex) communication with HI&T Staff and key suppliers of associated services 3. Ensure that customers' issues are addressed timeously from all IT staff and identify opportunities for improvement in service delivery, keeping abreast of

13 industry best practise. 4. Develop and implement key performance indicators for the measurement of accurate and prompt resolution of HI&T incidents. 5. Resolving conflict or contention for service within defined priorities, escalating actions as necessary. 6. Review, assist in the development of and agree global communications for users in relation to unplanned system outages with other IT staff ensuring they are easily understood. 7. Ensure all communications are issued to agreed timetables, and directed to the right people where possible and are kept updated as appropriate if circumstances change during an outage/incident. 8. Liaising with Service Level manager to facilitate required information provision or review of 3 rd Party Vendor reporting on Service Level Agreements The above is not exhaustive, and the post-holder may be required to fulfill any other reasonable requests for support on other computer related matters. 7. SYSTEMS AND EQUIPMENT The post holder will use and ensure maintenance and services in support of a complex range of computer equipment and systems, including: - Servers, network equipment, PCs, printers and other computer peripherals. Microsoft operating systems, Microsoft Applications, Adobe Applications, Sharepoint, databases and other network systems. Systems, Internet and Intranet. Service Desk Software Application and Reporting Tools. Various Databases, such as IT Asset Register, Change Control, etc. Business Support systems such as SSTS, eexpenses, epayroll and eess There will be a requirement to support single user systems, applications, and multi user departmental systems, with operational awareness required, even if not a frequent user. Specialist IT Clinical Systems delivery services throughout the organisation. The post holder will use a range of electronic and manual recording and reporting systems, including but not limited to 3 rd party contracts, personnel, technical, legislative & supplier literature. The post holder will use a range of standard office machinery & equipment, including: - Scanners / Photocopiers or Multi Function Devices Faxes Telephony Tele conferencing Video Conferencing Web Ex 8. DECISIONS AND JUDGEMENTS

14 Key areas of responsibility and agreed priorities & objectives will be agreed with the IT Change Manager in keeping with NHSGG&C ICT Strategy & National ehealth Strategy. The majority of the post holder s activity will be self initiated and proactive in response to meeting objectives of the job with freedom to act / autonomy in the following Key Areas: - o Interpretation and response to requests for areas of work or escalation of incidents and problems (sometimes complex) including anticipation and resolution of issues. o Individual issue resolution or complex communication to the rest of the HI&T Directorate and customers as appropriate (proactive and responsive). o Interpretation, communication and submission of information to IT Managers relating to Incident and Problem Management and local HI&T referral and Support team performance (to key performance indicators where available). o Interpretation and communication of information to and from 3 rd party suppliers in relation to Incident and Problem Management. o Decisions, directions and communication to External Suppliers (proactive and responsive). o Proactively establishing customer expectations and providing developments in service provision or performance measures to facilitate agreement and satisfaction where possible. o Management, direction and development and necessary discipline of staff Regular deputisation and delegation for IT Change Manager as requested or on demand. Frequent interaction and joint working on key projects or pieces of analysis or Service and Quality Improvement with the Service Level Manager for the Directorate. 9. COMMUNICATIONS AND RELATIONSHIPS Communication is a key element to this role with the ability to communicate effectively at all levels an absolute requirement. Other than obvious inter departmental communication, all users of IT equipment or services are able to converse with the post holder at any time, whether junior or senior, clinical or clerical. The nature of communication is wide ranging from basic to complex HI&T issues, technical to supportive, informative to emotive. Depending on the recipient of the communication this can be positive news regarding improvements of service, informative news regards to changes in service, negative news regarding unavoidable service outage. Internal - in person communication, , letter, telephone or group presentation: - Issue agreed communication to all IT Users on demand for all Major Incidents or unplanned Service Outages. Close collaboration with team leaders, the remaining IT Infrastructure team members, other HI&T Management teams and National NHS IT personnel. Executive team members, senior clinical and medical staff, General Managers, Service Managers, Departmental managers or Heads of Departments and a wide range of users of IT systems and services.

15 External - in person communication, , letter, telephone or presentation: - With external suppliers, especially those with key contractual relationships within NHSGG&C, NHS Scotland or Scottish Executive. Organisations providing legislation, best practice or governance surrounding IT provision, ie Federation Against Software Theft, British Computing Society and ITIL. Auditors in regards to process, output, surrounding IT Incident and Problem Management provision. 10. PHYSICAL DEMANDS OF THE JOB Ability to deliver explosive initiative, proactivness and subjectivity at times of high demand or pressure, such as major clinical or IT system outage or dealing with staff on emotional or personal issues, quite often with limited support. Knowledge that major impact on clinical and medical services can be affected by initiative, decisiveness and promptness of reactions to loss of IT services can create high levels of stress, often requiring explosive effort. Understanding & progressing resolution of known problems which can be complex in nature both technically and in regards to understanding clinical or organisational implications. Lengthy periods of concentration are required analysing HI&T issues whilst balancing frequent interruptions by IT Service Users or department staff, and multi-tasking. Maintaining and increasing productivity within EU Working Directives and Contracted Hours for themselves and for direct reports. Maintaining knowledge in area of expertise including industry, managerial, technical & legislative advancements, whilst continuing to carry out day to day activities. Physical demands on time management and ability to diversify due to team of staff with varying responsibilities & skills, ensuring performance measures are met & improved upon. Frequent Inter-site & intra-site mobility, including travelling anywhere as & when required. Working with and motivating NHSGG&C virtual IT teams without direct line management or authority, whilst managing resources effectively. Occasionally required to move or lift items of IT equipment. Occasional work in clinical / patient areas where IT services are deployed, which often exposes oneself to varying levels of visually induced distress. 11. MOST CHALLENGING / DIFFICULT PARTS OF THE JOB Providing service improvements necessary to meet the aspirations of IT users through management of incidents and problems which may affect patient care while ensuring all interested parties are kept updated with progress. Developing, implementing and communicating incident and problem management processes for all IT systems to ensure minimum interruption to

16 service delivery of applications. Concluding the resolution of Incidents or Problems with IT teams and resources to whom the post holder has no authority, with high and conflicting demands on resources, to the benefit of end users. Delivering all elements of role with a changing and growing NHSGG&C and National community and structure, ensuring correct prioritisation and categorisation of complex Incidents, often many at one time, whilst ensuring patient care is delivered effectively and with minimal risk to continuity of IT services. Managing and prioritising a balance of scheduled work and services with periodic emergency work, whilst preserving team dynamics and motivation to achieve and surpass performance measurements. 12. KNOWLEDGE, TRAINING AND EPERIENCE REQUIRED TO DO THE JOB Significant experience of working in an HI&T service or support function for at least 5 years with proven ability of managing staff with diverse skills and abilities. Educated with degree in IT, Business Management or related field, or holds equivalent level of professional IT qualifications. Qualified in ITIL Foundation level is desired and ITIL Service Management preferable (optional, training may be provided). In depth knowledge of IT Support and Service Delivery Management is essential as is competence in troubleshooting, root cause analysis and problem solving. High level of familiarity of the concepts, standards, technology, tools, procedures, hardware, software and services in use for delivering IT services is required (section 7 for details). Proven ability to understand the business aspects of information systems and applications supported, and knowledge of technical aspects of application systems, hardware and software environments in which they run, to ensure impact is known for loss or interruption to services. High levels of analytical and numeric skills are essential. Highly developed & fine Keyboard skills are required. High level of communication and negotiating skills and the ability to diplomatically deal with all levels of users and senior management must be demonstrable. High level of knowledge of legislation, best practices and procedures

17 surrounding IT. Managerial competencies including excellent team lead experience, with organised approach to administration, workloads and prioritisation across multi skilled teams and complex services. Exposure to the NHS is desirable. PERSON SPECIFICATION FORM Job Title:- IT Incident Manager Department:- Business & Resource Management, Health Information & Technology Qualifications and Skills Educated with degree in IT, Business Management or related field, or holds equivalent level of professional IT qualifications. High level of familiarity of the concepts, standards, technology, tools, procedures, hardware, software and services in use for delivering IT services is required. High levels of analytical and numeric skills are essential. Qualified in ITIL Foundation level is desired and ITIL Service Management is preferable (non-optional training will be provided). Experience Proven ability to understand the business aspects of information systems and applications supported, and knowledge of technical aspects of application systems, hardware and software environments in which they run. Knowledge of legislation and best practice relevant to IT. Previous NHS Experience. Proven ability to manage IT incidents to ensure minimum disruption to service including management of prioritisation, communication, escalation and reporting. Essential () Essential () Desirable () Desirable ()

18 Proven ability in IT problem management to ensure minimum disruption to service. Significant experience of working in an HI&T service or support function for at least 5 years with proven ability of managing staff with diverse skills and abilities. In depth knowledge of IT Support and Service Delivery Management, competence in troubleshooting and problem solving. Behavioural Competencies Ability to work as part of a team. High level of communication and negotiating skills and the ability to diplomatically deal with all levels of users and senior management must be demonstrable. Good planning and organisational skills. Commercial awareness with customer focus. Essential () Desirable () Other Essential () Desirable () The post holder is expected at all times to practice competencies that demonstrate insight, understanding and mutual respect of patients, their families, carers and work colleagues. Whether in a clinical or non clinical role the post holder is expected at all times to be an exemplar of person centred care, embracing their Code of Conduct to a high standard as part of an integrated health professional team.