Application Support Analyst - Maternity

Description

Here at System C, we deliver transformative Healthcare, Social Care and Education solutions across the UK.

The Role

As our Application Support Analyst, your main goal is to provide unparalleled support for our innovative maternity and neonatal products. You'll be a beacon of knowledge and reliability, ensuring that incidents are resolved swiftly and effectively, keeping our service commitments in check. Collaboration is key; you will work closely with service desk colleagues, application and technical support teams, and engage directly with our customers to navigate through issues with finesse and expertise.

We're looking for someone with a unique blend of clinical experience in maternity or neonatal settings and technical acumen. You’ll be using your domain knowledge and sharp problem-solving skills to manage and resolve customer issues, contribute to our knowledge base, and communicate effectively across all levels of the organisation.

Your journey with us will be filled with opportunities to grow, as you partake in the risk management process, collaborate on post-issue reviews, and share your insights to continually improve our services.

The ideal candidate will have demonstrable experience within a clinical environment working in a maternity or neonatal setting. They will understand the core principles of service desk along with ITIL best practices, whilst possessing excellent communication and relationship management skills. A proficiency in MS Office applications rounds out your toolkit for success.

Travel to various System C offices may be required, and participation in an on-call rota ensures that our support is constant and reliable.

Responsibilities

• Manage customer issues using ITSM tools, phone, and email
• Investigate and resolve customer issues as part of incident and problem management
• Liaise with support and resolver teams to coordinate issue resolution
• Identify first-time fixes to mitigate risks and contribute to knowledge sharing
• Undertake in-depth investigation for incident resolutions and risk management
• Communicate with customers to update on progress and facilitate positive interactions
• Contribute to knowledge base articles and post-issue reviews
• Ability to travel to meetings as required and participate in the on-call rota

Experience and Skills

• Clinical experience in maternity or neonatal settings
• Demonstrated experience in service desk operations and incident management within SLAs
• Familiarity with remote connection technologies and ITIL best practices
• Experience in customer engagement within service industries
• Effective communication skills at all levels
• Ability to work independently or as part of a team to deliver service practices
• Strong documentation skills
• Excellent relationship management skills
• Proficiency in MS Office applications (Outlook, Word, Excel, Project, Visio)

At System C, we prioritise transparency in our job requirements and selection criteria, ensuring they are based solely on the essentials needed for effective job performance. We consciously avoid assumptions that could skew our perception of a candidate’s suitability for hire.

Our recruitment practices are designed to ensure that no applicant is unfairly disadvantaged by procedures or requirements that disproportionately affect protected groups without being essential for the job.

For every position, we develop a detailed job description and person specification. This approach maintains our focus on the true demands of the role and the skills, experience, and qualifications necessary. During interviews, we involve multiple interviewers where possible to further mitigate unintentional bias, thereby promoting a fair and equitable hiring process.