Maternity / Neonatal Application Support Analyst

At System C, we create transformative solutions for Healthcare, Social Care, and Education.

Our centrally hosted solution, BadgerNet, connects maternity and neonatal wards across the UK, ensuring critical information is accessible where and when it's needed.

The Role

As an Application Support Analyst (Maternity / Neonatal), you'll play a crucial role in supporting our innovative maternity and neonatal products. If you are a Midwife, Nurse, Healthcare Assistant, or Maternity Support Worker, this is an excellent opportunity to leverage your clinical experience. Your main objective will be to ensure swift and effective resolution of technical issues, maintaining our high standards of service delivery. You'll collaborate with service desk and technical teams, and directly engage with our customers, providing invaluable insights and support.

Why System C? Your journey with us promises professional growth. In this role, you will play a crucial part in ensuring the seamless operation of BadgerNet's clinical solutions across multiple NHS Trusts. As a managed service, you’ll work closely with end-users to understand their needs, provide support, and facilitate system enhancements to align with evolving clinical practices and regulatory requirements. You'll have opportunity to share your clinical expertise, and drive improvements to our services. If you're ready to take your clinical experience into a customer-focused role while making a positive impact, apply today!

Responsibilities

• Manage customer issues via IT System Management tools, phone, and email.
• Investigate and resolve customer issues as part of incident and problem management.
• Coordinate with support teams to ensure efficient issue resolution.
• Identify first-time fixes, share knowledge, and mitigate risks.
• Conduct thorough investigations into incidents for resolution.
• Keep customers updated, ensuring positive interactions and clear communication.
• Create knowledge base articles and contribute to post-issue reviews.
• Travel to meetings as needed and participate in the on-call rota.

Experience & Skills

• Clinical background in maternity and/or neonatal care, with hands-on experience working in healthcare units.
• Strong communication skills with the ability to interact effectively with diverse stakeholders, including clinicians, IT professionals, and administrators.
• Effective working independently and in a team to deliver best-in-class service practices.
• Excellent documentation and relationship management skills.
• Proficiency in MS Office applications (Outlook, Word, Excel).

Desirable, but not essential

• Experience in service desk operations and incident management within SLAs.
• Familiarity with remote connection technologies and ITIL best practices.

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.