Central and North West London NHS Foundation Trust
Systems Support Officer
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Job Overview
We are looking for a highly organised and reliable systems support officer to join our team. This is a fantastic opportunity for someone who enjoys working in a busy environment, has excellent attention to detail, and takes pride in providing a high standard of administrative support. The systems support officer role will support the effective use of our clinical systems through routine maintenance, user support and operational administration.
Main duties of the job
The system support officer will have the key responsibilities of providing day-to-day administrative and operational support for Trust clinical systems, with a primary focus on SystmOne, Brigid, and associated digital systems, managing maintenance activities such as task management, rota maintenance, and the removal of staff who have left the Trust to ensure efficient workflows, data quality, and system performance.
Working for our organisation
Working for our Trust offers a highly rewarding career backed by outstanding staff benefits and a deeply inclusive culture. Employees enjoy generous annual leave package, from 27 days to 33 days depending on years of service plus an extra day for your birthday. Financial perks include salary sacrifice schemes Vivup for electronics, cars, and gym memberships, alongside travel loans and recruitment incentives. CNWL strongly prioritises health and wellbeing, providing a 24/7 Employee Assistance Programme, occupational health, and specialized mental health support. The Trust has a culturally rich and diverse staff profile and continues to foster diversity and inclusivity via various dedicated and active staff networks all within a supportive environment guided by fairness and compassion.
Detailed Job Description And Main Responsibilities
Scope and Authority
- Provide first- and second-line support for SystmOne, BRIGID, and associated clinical systems.
- Manage workload through agreed task and ticket management processes.
- Monitor, review, and manage non-action tasks within SystmOne, identifying workflow concerns requiring action or escalation.
- Investigate and resolve routine application incidents and service requests within agreed service levels.
- Apply judgement to determine appropriate actions and escalate issues where required.
- Support routine application administration, maintenance, and configuration activities in line with agreed procedures.
- Maintain SystmOne rotas and remove staff who have left the Trust to support data quality, information governance, and system performance.
- Support the configuration, deployment, and ongoing management of Trust mobile devices using BRIGID within community services.
- Provide user guidance and support the delivery of BRIGID training to promote effective system use.
- Support testing activities, system upgrades, and post-go-live support.
- Undertake routine data quality checks and escalate issues identified.
- Maintain system documentation, user guides, and knowledge resources.
- Contribute to the identification and implementation of system optimisation and service improvement opportunities.
- Comply with Information Governance, Clinical Governance, and Trust policies and procedures.
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Application Support and Service Delivery
- Manage and prioritise incidents, service requests, and tasks using agreed service management processes.
- Monitor, review, and manage non-action tasks within SystmOne, escalating workflow concerns where appropriate.
- Investigate and resolve routine application issues and service requests within agreed timescales.
- Identify recurring issues and trends, recommending or escalating improvements as required.
- Provide user support, guidance, and advice on SystmOne, BRIGID, and associated systems.
- Undertake routine application administration and maintenance activities, including rota maintenance and the removal of staff who have left the Trust.
- Support the configuration and deployment of BRIGID on Trust mobile devices within community services.
- Maintain accurate records of incidents, requests, system changes, and resolutions.
- Support testing, system upgrades, and post-go-live activities for new functionality and implementations.
- Maintain system documentation, user guidance, and knowledge resources.
- Undertake routine data quality checks and escalate issues identified.
- Contribute to system optimisation and continuous service improvement initiatives.
Mobile Device and BRIGID Support
- Support the configuration, deployment, and ongoing management of Trust mobile devices used within community services.
- Support the implementation, administration, and effective use of BRIGID functionality.
- Provide first-line support and troubleshooting for routine mobile device and BRIGID-related issues.
- Deliver user guidance and support the provision of BRIGID training to promote effective and consistent use.
- Monitor and escalate technical issues requiring specialist support in accordance with agreed procedures.
- Maintain accurate records of device deployments, support activities, and issues raised.
Works to achieve agreed objectives and has freedom to do this in own way, working within broad professional policies.
- Support the organisation’s ways of working, model its values and champion CNWL way of working “More Time for Care”.
- Participate in appraisals and personal reviews and work to achieve agreed set objectives.
- Participate in appropriate training and development activities.
- Participate in team, professional and personal development activities and promote commitment to continuous development and improvement.
- Ensure the health, safety and wellbeing of all staff within the directorate.
- Ensure compliance with all confidentiality and governance requirements within the department.
- Adhere to professional codes of conduct at all times.
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Rider Clause
This is an outline of the postholder’s duties and responsibilities. It is not intended as an exhaustive list and may change from time to time in order to meet the changing needs of the Trust and Department.
Person specification
Training and Qualification
Essential criteria
- Educated to GCSE level (including English and Maths) or equivalent experience.
- Evidence of willingness to undertake training and development.
Desirable criteria
- Relevant qualification in IT, Business Administration, Digital Health or Informatics.
Knowledge, Training and Experience
Essential criteria
- Experience of working in an office, administrative, customer service or support environment
- Experience using IT systems and Microsoft Office applications.
- Understanding of confidentiality and data quality requirements
Desirable criteria
- Experience working within the NHS or healthcare environment.
- Exposure to clinical systems such as SystmOne or mobile applications.
Communication and Relationship Skills
Essential criteria
- Good verbal and written communication skills.
- Ability to provide support and guidance to users in a professional and helpful manner
Desirable criteria
- Experience supporting or training colleagues in the use of systems.
Analytical & Judgement Skills
Essential criteria
- Ability to follow procedures, solve routine problems and identify when issues need to be escalated.
- Very good attention to detail.
Desirable criteria
- Experience logging and managing incidents or service requests.
Planning & Organisation
Essential criteria
- Ability to organise and prioritise own workload and meet deadlines.
- Ability to maintain accurate records and handle information appropriately
Desirable criteria
- Experience working within a busy support environment.
- Experience undertaking data quality checks or maintaining system records
Freedom to Act/Autonomy
Essential criteria
- Ability to work independently and as part of a team, following established procedures.
- Willingness to participate in testing and service improvement activities.
Desirable criteria
- Demonstrates initiative in identifying improvements to ways of working
- Experience supporting system changes or upgrades
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