Betsi Cadwaladr University Health Board
Senior ICT Support Officer
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Senior ICT Support Officer
Job Overview
Job overview: Fixed Term Contact until June 2029
Are you passionate about helping people feel confident using digital systems?
We’re looking for a Senior ICT Support Officer / Senior Trainer to join the BCUHB Digital ICT Academy part of the ICT User Experience Team. This role is focused on supporting staff to get the most out of our clinical systems through high-quality training, hands-on support, and continuous improvement.
You’ll play a key role in delivering and developing training across our clinical systems portfolio, working closely with clinical teams and alongside the CCIO and CNIO functions. You won’t just be supporting systems, you’ll be helping staff build the confidence and skills they need to use them safely and effectively.
This is a great opportunity if you enjoy teaching, coaching, and working directly with staff to improve how digital systems are used in practice.
In this role you will:
- Lead the delivery of training for clinical systems, including classroom sessions, virtual learning, and on-the-job support
- Support staff during system rollouts through floor walking, coaching, and at-the-elbow guidance
- Help design and improve training materials, lesson plans, and digital learning content through the Digital ICT Academy
- Work closely with clinical and operational teams to understand their needs and adapt training accordingly
- Support system optimisation by identifying training gaps and feeding back into system improvements
This post is fixed term for 36 months due to meet the needs of the service
Main duties of the job
What we’re looking for:
You’ll be someone who enjoys working with people and supporting them to learn. You don’t need to be a formal teacher, but you should be confident explaining things clearly and adapting your approach depending on who you’re working with.
We’re particularly interested in people who can:
- Deliver engaging, practical training that works for a wide range of staff, from new starters to experienced clinicians
- Build strong working relationships and create a supportive learning environment
- Break down complex systems into simple, easy-to-understand steps
- Take a structured and organised approach to planning and delivering training
- Balance multiple priorities across training delivery, support, and project work
Experience in training, coaching, or education is important for this role. That could be formal teaching, workplace training, or hands-on system support where you’ve helped others learn.
You’ll also need:
- Strong communication and interpersonal skills
- Good organisational skills and ability to manage your own workload
- Confidence using Microsoft Office and digital tools
- Flexibility to support training across different sites, including occasional evenings or weekends
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Working for our organisation
If you relish a challenge, have a passion to help others or simply fancy a fresh start, then Betsi Cadwaladr University Health Board (BCUHB) North Wales, has all the right ingredients. The largest health organisation in Wales, providing a full range of primary, community, mental health, acute and elective hospital services for a population of around 700,000, across North Wales. Join our team and get the support you need, in line with our Organisational Values and ‘Proud to Lead’ competence framework.
Enjoy being part of working with engaged leadership at all levels, and be assured we are committed to promoting equality and diversity, and are proud to welcome applicants under the “Disability Confident Employer” scheme.
Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.
Applications may be submitted in Welsh. Applications submitted in Welsh will not be treated less favourably than an application submitted in English.
Detailed Job Description And Main Responsibilities
Whether your background is in healthcare, training, or ICT, this role gives you a chance to make a direct impact on patient care by improving how systems are used day to day.
Why join us?
- You’ll be part of a team that focuses on developing digital skills across the organisation, not just supporting systems. The work you do will directly help staff feel more confident, reduce errors, and ultimately improve patient care.
- We’ll support your development with opportunities to build your training skills, get involved in new digital programmes, and contribute to how digital ICT learning is delivered across BCUHB.
The ability to speak Welsh is desirable for this post. Welsh and/or English speakers are equally welcome to apply.
Person specification
Qualifications And Knowledge
Essential criteria
- Educated to Degree level or equivalent experience.
- Evidence of Continual Professional Development
- Possesses a good working knowledge of multiple Systems and hardware platforms gained by experience and training.
- Demonstrates a good knowledge of NHS Wales and LHB information and communications technology standards and requirements.
- Hold a relevant training qualification - Level 3 Award in Education and Training (Previously known as PTTLS - Preparing to Teach in the Life Long Learning Sector)
Desirable criteria
- Recognised professional qualification in an electronic engineering/computing field such as MCSE MCSP (Microsoft Certification) ITIL Foundation
- Knowledge in application management
- Professional body membership such as SDI, BCS or FedIP
- Knowledge of both local and national NHS ICT developments and strategies.
- Full knowledge of NHS IT security policies and procedures.
- Good knowledge of organisations goals and objectives. Change management Customer services management
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Experience
Essential criteria
- Experience of providing ICT support to Negotiated Service Level agreements in a hospital or large organisation environment.
- Problem identification and solving.
- Experience of working in an NHS/social care or voluntary sector setting
- Participation in change management projects and process re-engineering
- Experience of supervising staff
- Problem identification and solving
Desirable criteria
- Experience of staff supervision or management.
- Experience of liaising with senior managerial staff and clinical staff in the determination of their information technology needs.
- Experience of managing change.
Aptitude And Abilities
Essential criteria
- Excellent Customer service Skills
- Ability to stay calm and communicate effectively in a stressful situations.
- Ability to write and maintain technical reports, operational procedures and system documentation sets in an accurate, concise and clear manner.
- Must have advanced IT/Keyboard skills demonstrable across Microsoft Office Suite of applications.
- Ability to direct and conduct research into ICT issues, systems and products as required.
- Proven ability of minute taking
- Ability to effectively prioritise tasks in a high-pressure environment.
- Ability and willingness to Travel across the Health Board and broader if required.
- Ability to train and support staff.
- Conflict resolution skills
- Sound judgment, planning, decision making, and organisational skills
- Ability to work on own initiative and organise / prioritise own workload and that of the team to operate effectively
- Ability to train and support staff
Desirable criteria
- Ability to initiate and respond positively to change, and the ability to learn from experience.
Values
Essential Criteria
- Innovator
- Lateral Thinker
- Ability to communicate verbally with all levels of the organisation and able and willing to share information.
- Flexible and adaptable to meet all aspects of the work
- Time Management skills.
- Completer Finisher
- Advances people skills
Other
Essential criteria
- Demonstrates keen attention to detail.
- Committed to a culture of continuous improvement and development – underpinned by open communications and collaboration.
- Appetite for hard work and challenges
- Show resilience, stamina and reliability under sustained pressure.
- High level of personal integrity
- Flexible in approach to try new procedures and practices
- Excellent customer service orientation.
- Flexible in approach to try new procedures and practices
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