Senior Research Systems Administrator (XN06)

Job description

Job responsibilities

JOB DETAILS

Job Title: Senior Research Systems Administrator

Reports to: Digital Pathology Research Systems Lead

Band: 6

Department: Research and Innovation

Location St Jamess University Hospital

AfC Job No: 4169a

JOB PURPOSE/SUMMARY

The National Pathology Imaging Co-operative is a £37m programme funded by the UK Industry Strategy Challenge Fund to accelerate the development of opportunities in Digital Pathology and Artificial Intelligence. We provide a welcoming, professional approach to the facility, a world class centre for training and knowledge exchange in digital pathology and artificial intelligence.

The post holder will be responsible for the successful implementation of I.T. systems, the on-going day-to-day management and the successful implementation of key future developments. The post holder will work alongside clinicians and health professionals to redesign current working practice/process during system implementations.

The post holder will work closely with the Digital Pathology Systems Lead to ensure that the system is effectively implemented, maintained and developed liaising closely with clinical, technical and system development staff and system suppliers.

The post holder will also provide an interface for other activities such as change, problem, configuration, release and IT service continuity management.

PRINCIPAL DUTIES & AREAS OF RESPONSIBILITY

The post-holder will be accountable for the management, development, and maintenance of several IT systems within the NPIC Programme. It will involve ensuring that IT Service Desk processes and services are coordinated and delivered effectively to all staff and sites across the Trust, to ensure delivery of the Service Level Agreements (SLAs). The candidate will manage and support the System Administrators enabling them to provide the best service to customers possible.

The post holder will liaise with senior managers, clinicians and system users across a national footprint with, directorates and partner organisations. The post holder will work with partners and the local Informatics Departments to assist in the development of any necessary interfaces. In addition, the post holder will be responsible for the provision of an effective, efficient and robust information capture and analysis service to meet national, regional and local business requirements and essentially improve recording and reporting for the patients and services in the Trust.

The role will align the Service Desk with ITIL4 processes and best practice.

Duties and responsibilities include:

To investigate and implement resolution to incidents which have breached SLA.

To investigate customer complaints.

To investigate and analyse any re-opened calls.

To role model compassionate and inclusive leadership in order to shape the creation of a collective leadership culture within Trust. This means demonstrating a consistent leadership style which;

o engages, enables and empowers others

Uses coaching to promote ownership of learning and quality improvement.

Facilitates team working and collaboration within teams / departments and across organisational boundaries.

To lead, inspire and motivate others to high performance by agreeing clear goals and objectives, providing support and guidance and creating opportunities for development

o To contribute to the development of a culture of high engagement, where staff are empowered and entrusted to provide the best services and care for patients

o To promote and facilitate innovation and continuous improvement to deliver better services for service users and patients.

To demonstrate Trust core values and behaviours.

To supervise and support the Service Desk staff, providing effective and efficient 1st line incident recording and support and 2nd line remote diagnosis and resolution services for the customer base.

To monitor and report key performance indicators on the delivery of Service Desk services against agreed Service Levels.

To plan, and re-organise as necessary, the teams work priorities to meet or exceed agreed Service Levels.

To participate in IT project delivery, providing advice and support as required where projects and initiatives include potential changes to the services provided by the Service Desk, or where such projects and initiatives could be assisted by the introduction of changes to Service Desk services.

To act as specialist for advice and diagnosis escalation for the Service Desk team and other colleagues and customers outside the team requiring such support.

To develop and implement appropriate policies and procedures with the Service Desk team to ensure service quality and consistency.

To ensure that all incoming requests to the IT Service Desk are recorded, and that all incidents are processed according to procedure in an accurate and timely fashion.

To ensure that all incidents are assigned and escalated appropriately to assist all Digital Services team to meet or exceed agreed Service Levels.

To ensure that all incidents assigned to the Service Desk are completed according to procedure and within the agreed Service Levels.

To work with Information Governance to ensure that offered Service Desk services conform to agreed security policies.

To undertake regular reviews of Service Desk practice to maintain and improve service delivery.

To work closely with the other ITSM teams to ensure consistency of support procedures and information. To support and coach colleagues and customers as required developing their knowledge and skills to meet technical and operational targets.

To organize and lead service desk Team meetings.

Accountability for the leadership of the service desk staff.

Administration of the ITSM tool. To ensure the system is up to date and to continually review the quality of the system. Engage with ITSM vendor for any new upgrades, patches and releases.

Provide a high level of customer service and satisfaction at all times.

Person Specification

Other Criteria

• Must be skilled in a variety of PC software packages including Microsoft Office, directory management, remote control, and security remediation tools.
• Good oral and written communication skills.

Qualifications

• Degree or equivalent experience in an IT-based subject which incorporates elements of practical hardware and software support or service delivery.
• ITIL Service Management certification.

• Certification/accreditation in specific IT products or technologies, such as MS Office.

Skills & behaviours

• Work with minimal supervision, managing daily workloads.
• Demonstrate coaching and mentoring practices and tools.
• Learning agility and commitment to self-development.

Experience

• Experience of managing an IT Service Desk.
• Experience in supervising 1st Line IT support staff in a performance-critical environment.
• Experience in the support of corporate IT systems.
• Experience of Automated Call distribution and IT incident management systems.

• Experience with endpoint monitoring and management tools, such as Remedy on Demand (RoD), BMC Helix or Service Now (or equivalent).
• Experience of leading on, and supporting, complex IT deliveries.
• Previous healthcare experience.
• Experience of IT Service Management (ITSM)

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Leeds Teaching Hospitals

Address

St. James's University Hospital

Beckett Street

Leeds

LS9 7TF

https://www.leedsth.nhs.uk/