Senior Engineer - End User Technology (MoorConnect EPR)

We're proud of our team and recognise the significant contributions they make to patients here in the UK and globally. When you join Moorfields Eye Hospital you can help us continue to deliver excellence and equity in patient care through kindness and compassion for all.

Senior Engineer - End User Technology (MoorConnect EPR) NHS AfC: Band 6 Main area Information and Communication Technology Grade NHS AfC: Band 6 Contract Fixed term: 12 months (12 months FTC) Hours Full time - 37.5 hours per week (per annum) Job ref 273-EPR-

Site Moorfields Eye Hospital NHS Foundation Trust Town London Salary £44,806 - £53,134 per annum including HCAS Salary period Yearly Closing 19/06/:59

YOU MAKE US MORE

Join Moorfields Eye Hospital NHS Foundation Trust

At Moorfields, people's sight matters-and so do the people who make it possible.

For over 200 years, Moorfields has been at the forefront of ophthalmic care, research, and education. With more than 2,300 dedicated team members and over 700,000 patients seen annually across our City Road site and 22 networked sites, we are proud to be a global centre of excellence.

We're also a vibrant community where kindness, equity and excellence shape every aspect of our work. Whether it's pioneering research through our partnership with UCL Institute of Ophthalmology and Moorfields Biomedical Research Centre or training the next generation of global eye care leaders, we're united by one mission-delivering world-class eye health, sustainably and at scale.

Construction is well underway on our groundbreaking new centre in Camden, a joint initiative between Moorfields Eye Hospital, UCL Institute of Ophthalmology and Moorfields Eye Charity This modern, flexible facility will bring together eye care, research, and education under one roof-enabling transformative innovation and collaboration like never before.

Could you be part of this future? Make us more.

Job overview We are at a pivotal stage of our digital journey and have an ambitious portfolio of digital technology initiatives ahead of us, all grounded around - empowering patients and service users; improving the experience navigating the healthcare system and joining up systems and data across to better meet the needs of citizens.

This role is part of the IT Operations, who are responsible for:

• Maintaining our IT services and ensuring they remain operational, performant, supported, fit-for-purpose and meeting the needs of our end users
• As IT subject matter experts, contributing to the design and development of new products and services
• Improving user experience in our systems and processes
• Proactively maintaining our IT service portfolio and reducing technical debt

There are a number of different teams within IT Operations, aligned to specific user needs / services. Each IT service team will have a number of different services that form the service offering to end users.

Main duties of the job Embedded in end user technology team, this role will function within the Technical Delivery workstream of the MoorConnect Electronic Patient Record (EPR) Programme at Moorfields Eye Hospital NHS Foundation Trust. MoorConnect is a major digital transformation programme deploying a cloud based EPR across all Moorfields sites, and this role will ensure the right end user devices and peripherals are identified, tested, deployed, and supported to meet the needs of future-state clinical and operational workflows.

The end user technology service team is responsible for a variety of different services, covering:

• Endpoints - desktops, laptops, thin clients

You will put people at the heart of everything you do - with a relentless focus on user experience and ensuring all our user needs are met across sites at Moorfields Eye Hospital NHS Foundation Trust.

With the ever-increasing need and interest in the use of digital technology in healthcare, you will be part of a team of Digital, Data and Technology experts that delivers service improvements and keeps at the forefront of new technology.

Working for our organisation At Moorfields, we provide more than just an excellent career and great colleagues to work with. We also offer:

• Salary including High-Cost Area Supplement
• Opportunity to join the NHS Pension Scheme
• Free 24/7 independent counselling service
• Learning and development opportunities
• Easy and quick transport links
• A range of attractive benefits and discounts
• Access to Blue Light Card and other NHS Discount Schemes
• Free Pilates classes
• Full support and training to develop your skills
• Flexible working friendly organisation

And so much more! To see the full range of benefits we offer please see our Moorfields benefits document.

Detailed job description and main responsibilities A senior end user technology engineer is responsible for solving complex technical problems. At this role level, you will:

• Perform technical aspects of a Trust-wide audit to assess current device estate against EPR requirements.
• Deploy and monitor pilot hardware in clinical and operational settings, gather feedback, and coordinate adjustments with internal teams and vendors.
• Provide technical input into the specification and ordering of peripherals and consumables required for EPR use.
• Lead the deployment and user acceptance testing of end user devices across all sites
• manage, co-ordinate and prioritise tasks to resolve complex technical incidents as quickly as possible
• work closely with IT service teams to fix technical problems and identify and escalate repeat issues to the lead end user computing engineer, the incident or problem manager
• day-to-day coordination of staff and work, including allocating work to junior staff in own area, and includes training, knowledge transfer and supervision

Skills needed for this role

Asset and configuration management

• Maintain secure configuration and accurate information, controlling IT assets in one or more significant areas
• Verify the location and state of assets, supporting the full IT Asset Management lifecycle (from request through to retirement)

Change management

• Analyse and assess impact, and develop and document change requests
• Implement complex changes based on requests for change, and apply change control procedures
• Identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions
• Support specific activities to improve processes
• Safe and efficient use of expensive equipment by users, including the install, running and maintenance of equipment and software
• Diagnose and prioritise incidents, investigate their causes and find resolutions

Ownership and initiative

• Own an issue until a new owner has been found or the problem has been mitigated or resolved
• Initiate and monitor actions to investigate patterns and trends to resolve problems
• Effectively consult specialists where required
• Determine the appropriate remedy and assist with its implementation
• Determine preventative measures

Service focus

• Take inputs and establish coherent frameworks that work

Service reporting

• Ensure the service management platform is up-to-date at all times with Customer Service activities
• Produce relevant reports in a standard format and agreed timeframe
• Work with important stakeholders to discuss any changes in the reporting processes
• Add a commentary that provides an interpretation of the data set

Technical specialism

• Use management system software and tools
• Use logical schemata to investigate problems, collect performance statistics and create reports
• Carry out the routine configuration, installation and reconfiguration of database and related products
• Optimise performance and forecast resource needs
• Understand the core technical concepts related to the role, and apply them with guidance
• Demonstrate experience and knowledge in one or more of the domains:
  • End User Computing
  • Print
  • Mobile
  • Collaboration Services

Testing

• Review business requirements and specifications, and define test conditions
• Identify issues and risks associated with work
• Analyse and report test activities and results
• Identify and engage with users or stakeholders to collate user needs evidence
• Understand and define research that fits user needs
• Use quantitative and qualitative data about users to turn user focus into outcomes

Other Duties:

• Occasional work may be required outside of core business hours to support major projects / programmes
• Develop and maintain a network of professionals to enable continuous learning and a community which can share, learn, and keep up to date on the application landscape.

Person specification Education / Qualifications

• Degree, or equivalent level of experience
• Relevant specialist technical qualification or equivalent experience
• Relevant management / leadership qualification or equivalent experience

Experience

• Experience of being part of user/customer-centric teams and delivering on continuous service improvement initiatives
• Experience of working within a Service Management Framework (ITIL, etc) and expert working knowledge of key practices (incident, problem, change, service request, etc)
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