Unified Communications EPR Team Leader

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Are you looking for your next challenge in digital?

We are pleased to be able to offer an exciting opportunity to join the Electronic Patient Record (EPR) Programme Team at Northampton General Hospital. In partnership with our chosen supplier, we have embarked on our digital excellence journey to implement a nationally-leading EPR system that will transform the quality of care for our patients and staff by having instantly accessible information using the latest mobile technology, reducing paper usage and utilising clinical decision support tools.

The Unified Communications EPR Team Leader will be responsible for technical management of the ICT Unified Communications EPR (Electronic Patient Record) mobile devices across the University Hospitals of Northamptonshire (UHN) working with the Unified Communications Manager and the Unified Communications Technicians. As part of a dynamic and agile team that is committed to our Vision ‘Dedicated to Excellence’, you will have significant personal opportunities to grow and develop, as well as to tangibly impact how care is delivered in the future.

The postholder will be responsible for providing technical leadership to the Unified Communications Technicians for architectural configuration and security to ensure best practice solutions for UHN are in place and fit for purpose. The post holder will be responsible for managing and leading the Unified Communications Technicians across UHN utilising Prince2 methodologies and working with the Digital Project Managers to collectively delivery the EPR Project.

The post holder will work with the Deputy Head of ICT & Chief Clinical Information Officer to ensure that all clinical areas have been engaged with, ensuring that the most appropriate end user devices are available for the EPR.

The post holder will be responsible for support, maintenance, security and documentation for all Unified Communications Technicians and EPR mobile devices, ensuring that they are, managed, monitored and kept up to date. The post holder will also be responsible for the EPR workloads within the team but will also assist the Unified Communications Technicians during quiet periods of the EPR project. The post holder will be responsible for maintaining a detailed knowledge of EPR contracted service requirements and the potential business impact of service failures and changes.

The post holder will be required to travel to either Kettering General Hospital NHS Foundation Trust (KGH) or Northampton General Hospital NHS Trust (NGH) within UHN and participate in an on-call rota across UHN.

Northampton General Hospital is one of the largest employers in the area and we are on an exciting journey. All of our divisions are committed to doing things better, with more efficiency as we update, modernise, and advance. We have also entered into a Group Model with neighbouring Kettering General Hospital NHS Foundation Trust and become University Hospitals of Northamptonshire.

Our Excellence Values

Compassion

Accountability

Respect

Integrity

Courage

We want to recruit the best people to deliver our services across the University Hospitals of Northamptonshire and help to unleash everyone’s full potential. As an organisation, we value how we communicate and promote our vacancies to all communities.

We are a Defence positive trust, supporting our reservists, veterans, spouses and partners.

The Hospital Group encourages applications from people who identify from all protected groups, especially those from BAME, Disabled and LGBTQ+ backgrounds as these are underrepresented in our hospitals.

We understand that we need to work with colleagues from diverse backgrounds and make sure the environment they work in is inclusive and collaborative.

We have active Networks that promote and support colleagues from all backgrounds. This ensures everyone feels supported and has a sense of belonging working for Kettering and Northampton General Hospitals.

Main Duties

The post holder will lead the daily operations and strategic development of the ICT UC & VOIP Infrastructure through proactive maintenance and operations of the Trust PABX rooms, communications rooms and wiring rooms.

The post holder will be responsible for providing leadership and technical management to the ICT Unified Communications teams & Switchboard teams to meet both operational and strategic requirements for provisioning digital services to the Trust.

The post holder will be an inspirational and engaging technical lead, committed to developing yourself and others within the team.

The post holder will work closely with the Unified Communications manager maintaining an operations strategy, which ensures that the Trust has robust ICT VOIP infrastructure.

The post holder will demonstrate a positive ‘can do’ attitude at all times and drive the ‘can do’ attitude across the Digital Department.

The post holder will be responsible for the Trust’s technical support function that provides 3rd line technical support and consultancy. Additionally, the post holder is responsible for ensuring the optimum and cost-effective use of the Trust’s Digital systems including managing capacity, proactively monitoring error conditions and alerts and ensuring that all of the Trust policies and procedures relating to security and best practice are adhered to.

The post holder will assist in developing and updating the Trust’s ICT and Information Governance (IG) policies. Ensure ICT systems are configured and setup that are in compliance with Trust policies.

The post holder will be responsible for making proposals on ICT systems, reports and training policies. Propose policy or service changes where impact could be beyond the ICT department.

The post holder will contribute to the delivery of the Trust’s vision and core values, providing a clear sense of direction, optimism and purpose.

Unified Communications Support and Development

The post holder will be responsible for expensive mobile equipment and leading on the configuration, testing, software, repair and maintenance.

The post holder will be responsible for coordinating and delegating work, reviewing team staff performance across UHN.

The post holder will be a senior technical point of contact within the department to enable staff to learn from and develop across UHN.

The post holder will lead on the innovation and the trial/evaluation of new Unified Communications EPR software and hardware to enhance the services delivered by the ICT Services Department.

The post holder will be responsible for analysing, investigating and resolving complex mobile device queries and issues/problems e.g. interpreting system errors and identifying an appropriate solution from a range of options; research complex ICT faults via reference material (e.g. technical websites or documentation).

The post holder will lead on maintaining computer systems, UC & VOIP user accounts, computer hardware, inputting and manipulating data, information in computer databases; use of fine tools when working on digital hardware.

The post holder will be responsible for providing specialist advice, where appropriate, to clients within the Trust on the efficient use of Unified Communications facilities.

The post holder will be a technical point of reference/subject matter specialist for the Unified Communications team across UHN.

Responsibility for Human Resources

The post holder will be responsible for line management and day to day co-ordination responsibility of the ICT Unified Communications Technicians.

The post holder will be responsible for ensuring all ICT Unified Communications Technicians have up to date and actively reviewed Appraisal/Objectives in place and that all Trust mandatory training is kept up to date.

The post holder will be responsible for annual training needs analysis for the ICT Unified Communications technicians to ensure that all staff are adequately trained in order to undertake duties, which compromises of on-the-job training as well as formal certification.

The post holder will be responsible for mentoring and training more junior ICT Unified Communications technicians and identify training and knowledge gaps.

Incident and Problem Management

The post holder will lead on ensuring that the ICT Unified Communications technicians maintains a high standard with regards to the efficient and effective resolution of faults and customer feedback are addressed as a matter of priority.

The post holder will be responsible for monitoring the service call queues for the ICT Unified Communications technicians across UHN efficiently and effectively as a part of daily operations.

The post holder will take a lead on ensuring that all service impacting incidents and changes are communicated clearly to the business and internally within the department to the appropriate team managers and to the ICT Service Desk via their manager.

The post holder will identify and take a lead for Unified Communications Problem Management in line with ITIL principles.

Change Management

The post holder will be responsible for ensuring that all Unified Communications changes are processed through the department’s change management process.

Risk Management

The post holder will be responsible for ensuring that all risks and issues relating to ICT Unified Communications are fully documented, risk assessments undertaken and recorded on the Trust risk management system as well as the Departmental Risk Register.

Information Governance

The post holder will be responsible for ensuring 3rd party suppliers who require remote access complete the appropriate assessments and checklists.

The post holder will be responsible for ensuring compliance with and enforce the Information Governance legislation (e.g. Data Protection Act 1998 and Computer Misuse Act 1998) at all times.

Communication and Working Relationships

The post holder must be able to develop and maintain communication with people on highly complex matters, issues, and ideas and/or in complex situations. Be articulate at communicating complex technical matters to senior non-technical staff clearly and in a manner whereby they can fully understand the issues, utilising both written and verbal communication skills. They will also be required to negotiate at a senior level and influence the decision-making process.

The post holder will communicate with Third Party suppliers and other members of staff effectively where required.

Analytical and Judgement Skills

The post holder will take a lead on planning, developing, and evaluating methods and processes for gathering, analysing, interpreting and presenting data and information. The post holder will need to provide, when required, detailed information and data regarding hardware and software rollout projects, where detailed analysis of data generated from the auditing system in use as well as other systems and tools at their disposal. Information will need to be articulated at times to both technical and non-technical staff at all levels.

Personal/Professional Development

The post holder will be responsible for ensuring that they are equipped with the necessary skills and resources to meet changing and increasing demands.

The post holder is expected to keep up to date with current and future developments of voice, Unified Communications and Mobile Devices. Must have and maintain a highly developed specialist technical knowledge under-pinned by theory and experience.

The post holder will be responsible for promoting, monitoring and maintaining best practice in health, safety and security within the areas of responsibility, specifically around the Trust’s data centres, communications rooms and wiring rooms.

The post holder must support equality and value diversity within the workplace.