Betsi Cadwaladr University Health Board
Senior ICT Support Officer
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Senior ICT Support Officer
Senior ICT Support Officer / Senior Trainer – Digital ICT Academy
About the Role
Are you passionate about helping people feel confident using digital systems?
We’re recruiting for 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 maximise the value of our clinical systems through high-quality training, hands-on assistance, and continuous enhancement.
You’ll play a crucial role in delivering and developing training across the clinical systems portfolio, working closely with clinical teams and alongside CCIO and CNIO departments. More than just supporting systems, you’ll empower staff to gain the confidence and skills they need to use them safely and effectively.
Ideal for those who enjoy teaching, coaching, and direct staff engagement to improve how digital systems are implemented in practice.
Key Responsibilities
Training Delivery & Development
- Lead classroom sessions, virtual learning, and on-the-job support for clinical systems
- Design and improve 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 insights to system optimisation
Staff Support & System Rollouts
- Provide floor walking, coaching, and at-the-elbow guidance during system rollouts
- Offer engaging, practical training for diverse audiences (new hires to experienced clinicians)
- Build strong relationships and cultivate a supportive learning environment
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System Improvement & Feedback
- Support system improvements through input from staff training experiences
- Adapt training methods to ensure accessibility and relevance across the organisation
Requirements
Essential Experience & Qualifications
Professional Background
- Proven experience in ICT support for medical systems in a hospital or large organisation setting
- Experience working in the NHS, social care, or voluntary sector
- Participation in change management projects and process re-engineering
- Supervision experience with staff
Training & Technical Skills
- Degree-level qualification or equivalent experience in ICT-related fields
- Level 3 Award in Education and Training (formerly known as PTTL – Preparing to Teach in the Lifelong Learning Sector)
- Knowledge of NHS Wales ICT standards, governance, and security policies
Key Competencies
- Strong communication and interpersonal skills
- High organisational ability, balancing training, support, and project work
- Confidence using Microsoft Office and digital tools
- Flexibility to engage in training across multiple sites, including evenings/weekends
- Ability to break down complex systems into clear, understandable steps
Desirable Criteria
| Qualifications & Knowledge | Experience | Aptitude & Abilities |
|---|---|---|
| Microsoft Certification (MCSE, MCSP) | Staff management | Managing change |
| ITIL Foundation | Engaging with senior/unions on ICT needs | Conflict resolution |
| Knowledge of NHS IT Security | Close work with clinical teams | Initiating positive responses to change |
| Application management experience |
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Working With Us
BCUHB, the largest health provider in North Wales, serving around 700,000 people, prides itself on fostering a culture of innovation, inclusivity, and lifelong learning. We offer:
- Supportive leadership aligned with our Organisational Values and “Proud to Lead” competency framework
- Commitment to equality, diversity, and disability inclusion (affirmed as a Disability Confident Employer)
- Development opportunities in digital training, new programmes, and ICT learning strategies
Note: Applications in Welsh are welcome and will not be disadvantaged. Our recruitment process adheres to NHS Equality and Diversity policies.
Applications may be submitted in Welsh or English. Successful candidates will be contacted via the registered email address from their application form. Kindly check your inbox regularly.
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