Junior Application Support Officer

Employer heading

Junior Application Support Officer

Band 4

Newcastle Hospitals NHS Foundation Trust is one of the busiest and largest NHS hospital trusts in the country. We have around 16,000 staff and an annual budget of £1.7 billion.

With strong history of providing high quality care, clinical excellence, research and innovation regionally, nationally and internationally, we're in the top five providers of specialised health services in the country.

As well as providing a wide range of hospital and community services, we support people with a range of rare and complex medical, surgical and neurological conditions, cancers and genetic orders.

We are committed to promoting equality and diversity and recognise the benefit in providing an inclusive environment. We value and respect the diversity of our employees and aim to recruit a workforce which reflects the communities we serve, and is equipped to deliver the best service to our patients. We welcome all applications irrespective of people's race, disability, sex, sexual orientation, religion or belief, age, gender identity, marriage and civil partnership, pregnancy and maternity and in particular those from under- represented groups.

Newcastle Hospitals are proud to be one of the exemplar organisations across the NHS on sustainability, with a long history of delivering Sustainable Healthcare in Newcastle (Shine) and the first healthcare organisation in the world to declare a climate emergency. Our strategy includes commitments to being Net Zero by 2030, for our direct carbon footprint, and Net Zero by 2040 for our footprint plus. Delivering these ambitions will not be possible without the help, support and action of every single member of our team.

Job Overview
The Trust is looking to recruit a Junior Application Support Officer to ensure that the Trust's ICE application is supported, maintained and developed to support administrative data collection and clinical care.

The successful applicant will be part of an established team set up to support ICE. The post holder will work with the Team Manager and Senior Analysts to assist in the translation of detailed code/report specifications into complex system changes within ICE, in accordance with our established change control process through development and testing domains.

The successful applicant will develop the ability and attention to detail that will allow the development, maintenance, user configuration and support documentation. They will develop the ability to identify and resolve problems that may arise with the ICE application.

• Interview Date Monday 29 December 2025
• 37 Hours 30 Minutes/Week
• You will be redirected to Trac to apply for the vacancy. Please expand the job details section and read all of the information before applying for the vacancy.

NO AGENCIES PLEASE
Main duties of the job

• Development and maintenance of user documentation.
• Development and maintenance of configuration and support documentation.
• Maintenance of records regarding the release and version status of applications.
• Configuration of applications and their data stores to meet the needs of the Trust and the application users.
• Providing expert advice and guidance on the opportunities offered by applications.
• Contributing to the setup, testing and deployment of new or updated versions of software.
• Assisting in the process of identifying and resolving systemic problems with applications.
• The post holder may be required to participate in a rota for the provision of out of hours maintenance and support and to be on call as required.

Working for our organisation

As a flexible working friendly organisation, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.

With around 2 million contacts with patients every year, we deliver care from:

• Royal Victoria Infirmary (RVI)
• Freeman Hospital
• Newcastle Dental Hospital
• Cramlington Manor Walks
• Urgent treatment centres
• Newcastle Fertility Centre
• Northern Centre for Cancer Care, North Cumbria
• Northern Genetics Service

These include a range of flagship services which deliver cutting-edge care (supported by state-of-the-art diagnostic services in both radiology and pathology) and are a catalyst for innovation to support pioneering clinical practice in the NHS.

We also have offices at Regent Point in Gosforth and community sites.

Please see attached information on what Staff Benefits we have to offer at our Trust under 'Documents to download' or 'Supporting documents'.

For further information on The Newcastle upon Tyne Hospitals NHS Foundation Trust please visit: Careers | Newcastle Hospitals | NHS | Newcastle Hospitals and Newcastle Hospitals NHS Foundation Trust

Detailed Job Description And Main Responsibilities
The purpose of the team and all the support officers is to ensure that eRecord applications remain fit for purpose and up-to-date.

The post holder will be part of a team set up to support the various applications that make up the Trust's eRecord. As there are too many applications for any one person to be a subject matter expert in all of them, the Junior Application Support Officers are expected to understudy and back up the work of senior application support officers.

They will be working toward becoming the Trust's subject matter experts in a few applications and for ensuring that they are available to provide assistance and backup coverage in the event of short absences.

At present the applications that will be covered by the EPR Development Team include Cerner Millennium products, ICE and SystmOne.

The scope of support that the team provides (and each officer will be expected to contribute to all activities) includes:

• Development and maintenance of user documentation
• Development and maintenance of configuration and support documentation
• Maintenance of records regarding the release and version status of the eRecord applications
• Configuration of applications and their data stores to meet the needs of the Trust and the application users
• Providing expert advice and guidance on the opportunities offered by the eRecord applications
• Contributing to the setup, testing and deployment of new or updated versions of eRecord software
• Assisting in the process of identifying and resolving systemic problems with applications
• The post holder may be required to participate in a rota for the provision of out of hours maintenance and support and to be on call as required

Person specification

KNOWLEDGE

Desirable criteria

• Knowledge of project management processes will be useful as the incumbent will need to work to support colleagues actively involved in projects.

Skills
Essential criteria

• Excellent written and spoken communication skills
• Excellent interpersonal skills
• Good presentation skills
• Excellent problem solving and troubleshooting skills
• Excellent decision making ability
• Ability to work unsupervised.
• Ability to work in a team environment
• Excellent documentation writing skills.

Experience
Desirable criteria

• Experience configuring and adapting one or more eRecord applications
• Experience of working in an operational role in the NHS
• Experience of working in a computer application support role.

Qualifications
Essential criteria

• Education to National Vocational Qualification (NVQ) Level 4 in relevant subject or equivalent experience

Desirable criteria

• Progress toward or commitment to completing a relevant degree level qualification.

Important note on completion of reference section of Application Form
All references from current and previous employers will be sought and must cover a minimum of 3 years employment. Therefore, when completing the reference section of your application form, please give the address, telephone number and work email address of each of your current/previous line managers that cover 3 years employment. Failure to complete this section may result in your application not being processed.

Please note it is a requirement of The Newcastle upon Tyne Hospitals NHS Foundation Trust that all successful candidates who require a DBS for the post they have been offered pay for their DBS certificate. The method of