Analyst - ITCS Technology

Guy's and St Thomas' NHS Foundation Trust

We are seeking a bright and ambitious individual to join the ITCS Technology Team as a Support Analyst. The team supports a diverse range of clinical applications and has several exciting projects planned. If you are passionate about working in a fast-paced healthcare environment and providing excellent support across Guy's and St Thomas' (GSTT) and King's College Hospital (KCH) NHS Trusts, we invite you to apply.

The Support Analyst (GSTT/KCH) role is a new position responsible for supporting applications and servers, resolving complex incidents and requests, and working on application upgrades and server migrations. This role requires hybrid working with a 50/50 split between onsite and remote work and will involve travel between Guy's and St Thomas', King's College Hospital, and Royal Brompton and Harefield sites.

Main duties of the job

1. Resolving support tickets and requests within SLA.
2. Troubleshooting complex application, server, and database issues.
3. Monitoring systems regularly and identifying opportunities for enhancements.
4. Participating in process review, feedback, and system development meetings with internal teams and external stakeholders.
5. Managing multiple projects concurrently and prioritizing tasks effectively.
6. Reprioritizing tasks as needed based on changing priorities across the trusts.
7. Leading application upgrades, server patching, and migrations in a systematic and efficient manner.
8. Providing high-quality support and maintaining professionalism for the Trusts and patients.

About us

Guy's and St Thomas' NHS Foundation Trust (GSTT) and King's College Hospital NHS Foundation Trust (KCH) are among London's largest teaching hospitals, renowned for their specialty services, teaching, research, and community care. They share a Chief Digital Information Officer (CDIO) and aim to deliver agile digital services that maximize shared resources and transform healthcare delivery through innovative technology and data use.

Job responsibilities Communication

Maintain regular communication with application teams and relevant suppliers.

Analysis and judgement

Review test progress, identify risks, investigate user preferences, and configure systems to meet best practices and regulatory standards. Log issues, liaise with colleagues and suppliers for resolution, and escalate as needed. Self-learn from manuals to resolve problems.

Expertise

Provide expert application support, assist with training, and deliver specialist training when required.

Planning

Organize workload to meet deadlines, coordinate with colleagues, and regularly review work scope with the Senior Analyst.

Person Specification Education and Qualifications

• Degree in a relevant subject or equivalent experience.
• IT technical qualification (e.g., MCSE).
• PRINCE2 Foundation qualification.

Knowledge and Experience

• Proven experience in application support, with knowledge of at least one computer system.
• Experience handling escalations and incident analysis, especially in clinical applications.
• Experience supporting hardware and software in large, complex environments.
• Experience providing training and understanding of NHS clinical and administrative systems.

Skills and Competencies

• Knowledge of ITIL best practices.
• Strong documentation skills.
• Ability to prioritize and adapt to changing demands.
• Understanding of confidentiality and data protection.
• Teamwork and effective communication with third-party suppliers.

Disclosure and Barring Service Check

This post is subject to DBS checks in accordance with the Rehabilitation of Offenders Act 1974.