Job vacancy: Analyst - Application Operations, Moorfields Eye Hospital NHS Foundation Trust, London

Job summary

Main area

Grade

NHS AfC: Band 5

Contract

Permanent

Hours

Full time
Flexible working

37.5 hours per week

Job ref

273-DS-8781

Employer: Moorfields Eye Hospital NHS Foundation Trust
Employer type: NHS
Site: City Road
Town: London
Salary: £34,089 - £41,498 per annum pro rata including HCAS, plus on-call allowance
Salary period: Yearly
Closing: 12/05/2024 23:59

Analyst - Application Operations

NHS AfC: Band 5

Moorfields - A global leader in Ophthalmology

We are Moorfields Eye Hospital NHS Foundation Trust. Founded in 1804, Moorfields Eye Hospital is a world-class centre of excellence for eye health services, ophthalmic research, and education.

With more than 2,300 staff we are proud to be supported by one of the most diverse workforces in the NHS. Every year we treat more than 700,000 patients at City Road in central London and at our 22 satellites sites, and, in partnership with the UCL Institute of Ophthalmology and Moorfields Biomedical Research Centre we lead one of the most impactful ophthalmic research programmes in the world.

We train many of the leading eye care clinicians in the UK and internationally and have a global reputation for quality and professionalism in ophthalmic care. In addition, we also operate commercial divisions that provide care to private patients in both London and the Middle East.

This is an exciting time to join Moorfields. The pandemic fast-tracked a huge amount of innovation which is changing the way we work and deliver care. Construction is under way on Oriel, our new eye care, research, and education centre being built in Camden. The new centre will be flexible and modern, enabling us to bring together healthcare, eye research and education under one roof for the first time.

If you want to be part delivering world class eye health services and you share our values: excellence, equity, and kindness, then we would love to hear from you!

Detailed job description and main responsibilities

Skills needed for this role

Incident management: You can identify and register incidents, gathering the required information and allocating it to the appropriate channel.
Problem management: You can investigate problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical, operational). You can contribute to the implementation of remedies and preventative measures.
Change management: You can implement simple changes based on requests for change. You know how to apply change control procedures.
Asset and configuration management: You can maintain secure configuration and accurate information, controlling IT assets in one or more significant areas, and verifying location and state of assets.
Availability and capacity management: You know how to manage service components to ensure they meet business needs and performance targets.
Continual service improvement: You can implement policies and propose process efficiency and common ways in which processes are optimised. You can support specific activities to improve processes. You can spot or identify obvious deficiencies.
Financial Management: personal duty of care in relation to IT equipment, resources and authoriser for small payments.
Ownership and initiative: You can own an issue until a new owner has been found or the problem has been mitigated or resolved.
Service focus: You can take inputs and establish coherent frameworks that work.
Technical specialism: You can assist in technical support activities and carry out agreed / routine maintenance and administration tasks.
Technical understanding: You know about the subject matter and have an understanding of what it involves. You will have an understanding of Application Lifecycle Management (ALM) and experience in supporting one, or more applications.
Testing: You can execute test scripts under supervision. You understand the role of testing and how it works.
Service Reporting: You ensure the service management platform is up-to-date at all times with Customer Service activities. You can collect data from repositories and provide basic reporting.
User focus: You can identify needs and engage with users or stakeholders to collate user needs evidence. You understand and can define research that fits user needs. You can use quantitative and qualitative data about users to turn user focus into outcomes.

Other Duties:

Participate in the on-call service
Occasional work may be required outside of core business hours to support major projects / programmes
All other reasonable requests

Person specification

Education / Qualifications

Essential criteria

Degree, or equivalent level of experience
Relevant application qualification or equivalent experience
Service management qualification or equivalent experience (example: ITIL)

Desirable criteria

Management / leadership qualification or equivalent experience
Delivery management qualification or equivalent experience (Agile, PRINCE2, etc)

Experience

Essential criteria

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)
Experience of managing IT systems / applications, and Application Lifecycle Management (ALM)
Experience of solving complex problems for users through the use of technology

Desirable criteria

Experience of supporting the transition of products from Delivery into Live Service
Demonstrates own activities to new, or less experienced employees, day-to-day supervision, coaching and mentoring of other team members
Understanding of managing financial budgets for your team (pay, on-call, consumables)
Experience of management products / services in healthcare (NHS)

Skills and knowledge

Essential criteria

Be part of the day-to-day service provision – covering Service Management practices (incident, problem, change, service request, etc)
Contribute and support the delivery of service improvement and re-design initiatives
Contribute to the training needs analysis and professional development of the team
Implement policies and propose changes to practices for your own area
Able to prioritise work
Meet set targets or metrics
Autonomous working and can delegate appropriately
Good communication skills – tailoring your message for your audience, able to communicate complex technical information in a simple way to stakeholders
Good technical knowledge
Use Service Management, Quality Assurance Testing, and Delivery Management tooling
Systematic and methodical approach to problem solving

Personal qualities

Essential criteria

Relentless focus on user needs and experience
Problem-solving mindset – focusing on improving outcomes
Seeing the bigger picture - understand how your work and the work of your team supports wider objectives and meets the diverse needs of stakeholders
Able to work well within a busy environment

Due to the nature of this position, employment is subject to proof of eligibility to work in the UK, completion of a satisfactory DBS disclosure and two references.

Our commitment to equality, diversity and inclusion is at the heart of our organisational culture. As part of our pledge to take positive action in recruitment we encourage applications from under-represented candidates including BAME (Black, Asian, and Minority Ethnic) and Disabled candidates as we work towards a representative workforce that is able to provide the quality, the dignity and respect and to deliver above and beyond.

Moorfields is a flexible working friendly organisation, and we are committed to helping our employees achieve a work-life balance that is beneficial for health and wellbeing, motivation levels and job satisfaction. Every employee of the Trust has the right to request to work flexibly. Please speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.

If we receive sufficient applications, we will close this ad prior to the closing date. You are advised not to delay submitting your completed application.

If you would like to discuss any reasonable adjustments before applying or would like an accessible version of any recruitment documents, please contact the recruitment team at [email protected].

https://www.moorfields.nhs.uk/work-for-us