Betsi Cadwaladr University Health Board
Senior ICT Support Officer
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Senior ICT Support Officer
Senior ICT Support Officer / Senior Trainer – BCUHB Digital ICT Academy
Job Overview
Are you passionate about helping people feel confident using digital systems?
We’re seeking a Senior ICT Support Officer / Senior Trainer to join the BCUHB Digital ICT Academy, part of the ICT User Experience Team. This role focuses on supporting staff to optimise our clinical systems through high-quality training, hands-on support, and continuous improvement.
You’ll play a pivotal role in delivering and developing training across our clinical systems portfolio, collaborating closely with clinical teams, CCIO, and CNIO functions. This isn’t just system support—it’s about empowering staff with the confidence and skills to use digital tools safely and effectively.
This is an ideal opportunity if you enjoy teaching, coaching, and direct staff engagement to enhance how digital systems are implemented and used in practice.
Core Responsibilities
In this role, you will:
- Lead the delivery of clinical systems training, including:
- Classroom sessions
- Virtual learning
- On-the-job support
- Provide floor-walking, coaching, and at-the-elbow guidance during system rollouts
- Design and refine training materials, lesson plans, and digital content through the Digital ICT Academy
- Collaborate with clinical and operational teams to tailor training to their needs
- Identify training gaps and contribute feedback for system improvements
Key Skills & Experience
Required
We’re looking for someone who:
- Thrives in people-focussed roles and enjoys mentoring—formal teaching isn’t essential, but you must be confident in clear, adaptable communication.
- Can deliver engaging, practical training for diverse staff, ranging from new employees to experienced clinicians.
- Builds strong working relationships and fosters a supportive learning environment.
- Breaks down complicated systems into simple, digestible steps.
- Takes a structured and organised approach to training planning and delivery.
- Balances multiple priorities, including training execution, support, and project work.
Experience in training, coaching, or education (e.g., formal teaching, workplace instruction, or hands-on system support to aid learning) is essential.
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You’ll also need:
- Strong communication and interpersonal skills
- Organisational acumen and the ability to self-manage workload
- Proficiency in Microsoft Office and digital tools
- Flexibility to travel for training (including occasional evenings/weekends)
Why Join Us?
Organisational Context
Betsi Cadwaladr University Health Board (BCUHB) – the largest healthcare provider in Wales—offers a dynamic environment where you’ll support 700,000+ people across primary, community, mental health, and hospital services. You’ll benefit from:
- Trusted leadership that fosters innovation and professional growth
- Commitment to equality, diversity, and accessibility, including our Disability Confident Employer status
- Structured support to align with our Organisational Values and ‘Proud to Lead’ competency framework
Career & Development
We prioritise continuous professional development within our Digital ICT Academy, offering:
- Opportunities to deepen your training expertise
- Involvement in new digital programs
- Contribution to strategic digital learning across BCUHB
- Welsh language flexibility: Ability to speak Welsh is desirable, but we welcome applicants fluent in English only and non-Welsh speakers
Formal Requirements
Qualifications & Knowledge
Essential Criteria
- Degree-level education or equivalent professional experience
- Evidence of Continual Professional Development
- Comprehensive knowledge of multiple systems and hardware platforms gained through experience and training
- Familiarity with NHS Wales and Local Health Board ICT standards
- Training qualification: Level 3 Award in Education and Training (formerly PTTLS)
Desirable Criteria
- Professional ICT/cyber security qualifications (e.g., MCSE, MCSP, ITIL v4)
- Expertise in application management
- Membership in recognised professional bodies (SDI, BCS, FedIP)
- NHS-specific Knowledge:
- Local and national NHS ICT developments/strategies
- NHS IT security policies and procedures
- Deeper understanding of organisational goals (e.g., change management, customer service)
Experience
Essential Criteria
- Experience in providing ICT support to contractually agreed service levels in hospitals or large organisations
- Problem-solving skills (identifying root causes and implementing solutions)
- Background in NHS/social care or voluntary sectors
- Involvement in change management and process improvement projects
- Experience in supervising staff
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Desirable Criteria
- Supervisory experience (staff management)
- Familiarity with liaising with senior clinical and managerial staff to assess IT needs
- Direct experience in leading change management
Aptitude & Abilities
Essential Criteria
- Exceptional customer service orientation
- Calm, empathetic communication in stressful situations
- Ability to write concise, accurate technical documentation (reports, procedures, system guides)
- Advanced IT proficiency across Microsoft Office Suite
- Research acumen to investigate ICT issues, systems, and products
- Proven note-taking and reporting skills
- Strong task-prioritisation skills under pressure
- Willigness to travel across the Health Board or broader if needed
- Training and staff support expertise
- Conflict resolution capabilities
- Decision-making, planning, and organisational skills
- Ability to work independently and prioritise workload
- Ongoing training and coaching of staff
Desirable Criteria
- Proactive adaptability to change
- Willingness to learn from experience and apply lessons
Values & Behaviours
Essential Criteria
- Innovator: Drives creative solutions
- Lateral thinker: Approaches challenges flexibly
- Collaborative communicator: Engages across all levels with integrity
- Adaptable and flexible to diverse work demands
- Time-management expertise
- "Completer finisher": Follows through diligently
- People-skills advancement: Builds trust and mentoring
Personal Attributes
- Keen attention to detail
- Commitment to innovation and development through open collaboration
- Stamina and resilience under sustained pressure
- High personal integrity
- Proactive mindset in trying new practices
Applications may be submitted in Welsh—submissions in Welsh will be treated equitably alongside English.
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