An exciting full-time opportunity has arisen for an Applications and Interface Engineer to work within the Development Team at Mersey and West Lancashire Teaching Hospitals NHS Trust.
This role is part of the Applications and Interface Team and supports the Web Applications Developer and the Application and Interface Manager in the day to day operations of that service.
The role ensures that systems and interfaces developed by the Trust staff continue to be available for as long as is practically possible, as well as ensuring that the services are monitored, secured and updated according to Trust policy, throughout the lifecycle of the application or interface.
The role investigates issues and service requests from staff referred by End User Services Team, providing assistance and advice as required, through effective, customer focused incident resolution, problem management and service request fulfilment. These enquiries often require non-standard solutions in terms of a Trust developed application or interface to facilitate the flow of information.
Mersey and West Lancashire Teaching Hospitals NHS Trust serves a population of over 600,000 with a workforce of over 9000 dedicated and skilled staff across 21 sites.
We strongly believe that the communities we serve should all have access to Five Star Patient Care.
Our Services:
Acute Care
Providing emergency and maternity services at Whiston, Southport and Ormskirk hospitals, and medical and surgical specialties across all our sites.
Primary Care
Providing primary care services at Marshalls Cross Medical Centre situated in St Helens Hospital.
Community Services
Providing adult community services for St Helens and a wheelchair service in Chorley, South Ribble, and West Lancashire. Our inpatient unit at Newton Community Hospital is where patients needing acute hospital beds can continue rehabilitation, freeing up space for more unwell patients. We also provide urgent care at our Urgent Treatment Centre located in St Helens town centre.
Specialist Regional Services
We provide the Mersey Regional Burns & Plastic Surgery Unit at Whiston Hospital and the Spinal Injuries Unit at Southport Hospital to more than 4 million people across the whole of Merseyside, West Lancashire, Cheshire, Isle of Man and North Wales.
Achievements:
Rated Outstanding by CQC Inspection August 2018
Top 100 places to work in the NHS (NHS Employers & Health Service Journal)
National Preceptorship Accreditation (2023) for Nursing & AHP Preceptorship Programme
The post holder supports the provision of the Application and Interface Service for the Trust, as well as liaising with those staff who make use of those services, whether they are internal or external to the Trust.
The post holder plays a key role in the following ITIL service management processes: -
Incident management
Problem management
Change management
Release and deployment management
Validation and testing
Knowledge management
Transition planning and support
Communications and Relationships
Provides assistance and technical support on a daily basis to end users, in the field, as required. Pick up job tickets from the queue allocated to the Application and Interface Team, taking responsibility for bringing those calls through to a satisfactory resolution, in addition to undertaking planned work as either approved or directed by the Application and Interface Manager.
Confirms the fault diagnosis provided by End User Service Engineers or diagnoses faults if the first point of contact and updates the call on the service desk system with any actions taken to resolve the fault. Gathers more information from other parties as appropriate to determine the correct course of action. This may require further research using appropriate local and online resources. It may also require the issue to be passed to a more appropriate team in the Application and Interface Team or the wider IT Department as necessary.
Provides clear instructions to staff in the resolution of their specific logged issue, guiding them through often complex and technical steps either over the phone, using remote control or in person. In most cases, staff will be non-technical and will vary in seniority.
Works with other IT Department teams, Trust departments (including but not limited to corporate Project Management Office, Communications and CBUs), NHS organisations and third parties to provide solutions to incidents, problems and service requests.
Monitors outstanding support requests against the Trust’s service level agreements, prioritises calls effectively, keeps users up to date with progress and initiates escalation procedures where required.
Knowledge Training & Experience
Maintains and updates knowledge of the Trust’s operational interfaces and Trust developed services, in addition to the software development standards used, the techniques for determining specific requirements, and documents required for each application and interface. Knowledge and training are obtained and maintained by a mix of proprietary supplier-led courses (e.g. Microsoft accredited courses for individual applications) and more generic learning in a relevant subject.
Has a good understanding of supporting processes and NHS specific requirements, including, but not limited to, business process redesign, technical standards, incident management, problem management, access controls, information governance standards, confidentiality requirements and service management. Has a detailed understanding of supporting processes and NHS specific requirements, including, but not limited to, business process redesign, technical standards, incident management, problem management, access controls, information governance standards, confidentiality requirements and service management.
Is familiar with and applies the concepts of the standards for the development of IT services mandated by the NHS and uses them to design and manage applications and interfaces in the Trust.
Continuously updates their knowledge of industry standards, the latest developments in Application and Interface Services in addition to the development plans for each of the Trust’s other IT services.
Analysis and Judgement
Provides a logical, structured approach to the development and maintenance of interfaces, using the existing IT knowledge base, supplier information and on-line technical resources as required to select an appropriate course of action.
Gathers information to clarify service requirements of designated application and interfaces as directed by the Application and Interfaces Manager, uses the existing knowledge based and standard operating procedures to determine the correct course of action in relation to those elements.
Uses their expert judgement to contribute to the creation and maintenance of the “best fit” suite of Trust developed applications and interfaces recommended to the Trust.
Takes part in the assessment of new equipment, services, practices or techniques that may be applied to improve the effectiveness and/or efficiency of Application and Interface Services and takes the lead for some assessment as directed by the Application and Interfaces Manager. Contributes to the production of business cases, to justify their adoption by the Trust as appropriate.
Planning and Organisation
Suggests improvements to service level agreements with third parties to deliver either the full range of support services or parts thereof, required for the effective delivery of the Trust’s Application and Interface Services. Takes the lead in negotiating those improvements for designated areas as directed by the Application and Interfaces Manager.
Monitors and maintains service performance levels for the Application and Interface Services in consultation with clinical business unit and departmental leads, according to the agreed set of measures across the Application and Interface Services portfolio.
Assists in the preparation of annual plans for the delivery of the Application and Interface Services, leading in specific areas as directed by the Application and Interfaces Manager.
Manages on work schedule so that the Trust receives a seamless Application and Interface Service, within agreed performance levels and that conforms to the Trust’s IT strategy and service development plans for the IT Department.
Schedules individual user or groups of users to acquire functional requirements or to perform application installations or to arrange application/interface testing.
Leads discrete areas of responsibility in the development and management of the Trust’s IT strategy, business plans, service plans and cost improvement plans in each financial year, engaging with Clinical Business Units, Departments, the Trust’s governance arrangements and external agencies as appropriate
Patient and Public Involvement
This role has incidental patient contact.
The post holder has regular contact with senior business unit and clinical staff.
Whilst working in the patient environment as part of their regular duties, the post holder acts in a professional manner, with particular reference to the principles of patient confidentiality, dignity and respect.
Policy and Service Development
Implements departmental policies and procedures within own work area. Recommend improvements to policies and procedures as part of the role’s ongoing contribution to the continuous improvement of the Applications and Interface Team, for example suggesting new software for specific business processes or changes in the way interface messages are enacted.
Financial and Physical Resources
The post holder is responsible for the use of software and equipment in their own area and provides advice and guidance to other staff using Trust developed applications and interfaces.
The post holder provides routine maintenance and updates for the Trust’s interfaces and locally developed applications.
Human Resources
Provides coaching and training to users and End User Services colleagues regarding the use of locally developed applications and interfaces.
Offers advice, support and guidance to staff on IT matters related to applications and interfaces, signposting the right processes and procedures for new service requests, as well as for system changes and the management of projects.
Contributes to the support, maintenance and training provided for the Trust’s Application and Interfaces team. Prepares plans to deal with the impact of specific applications or interfaces on the Trust’s staff, in conjunction with CBU, departmental and corporate managers as appropriate.
Supports colleagues with the resolution of faults and shares knowledge to improve future fixes.
Information Resources
Produces reports that reflect the performance and quality of the services managed by the role for the Trust’s corporate governance arrangements, senior clinicians, senior managers, users of the Trust’s locally developed applications and interfaces and external agencies as required.
Ensures that the knowledge base on systems and the services provided by the Application and Interfaces team is kept up to date. Reviews the knowledge articles for the role’s area if responsibility for consistency, standard of information and accuracy.
Contributes to the development of the portfolio of Application and Interface Services so that they match changes in the Trust’s services, practice and goals, through the continuous review of these IT services and their development priorities.
Contributes to the development of training packages associated with developed applications in conjunction with the Training Department and external suppliers as appropriate to ensure that these applications are used to their maximum effect.
Research and Development
Frequently undertakes audits to improve the delivery of the Application and Interface services, as well as part of internal or external audit programmes as required or as directed by the Application and Interfaces Manager.
Ensures that all application and interface developments within the role’s area of responsibility are tested and formally accepted before deployment into the live environment
Working Conditions
The post requires the use of display screen equipment throughout each working day.
Duties will occasionally require visits to all areas of Trust sites including controlled environments e.g. Pathology Departments.
The role is part of the Trust’s on call arrangements and is included on the rota or second line.
