PRIMARY OBJECTIVE OF ROLE
MAIN RESPONSIBILITIES
This is a 12 month Fixed Term Contract (FTC) to support maternity cover with potential for a permanent role at the end of the fixed employment term.
The Support Consultant role is an interesting hybrid of support, project and service management and is a fantastic opportunity for a career minded individual to enhance their skills and experience.
Successful candidates will become experts in our suite of registry applications and the health registry domain knowledge which accompanies these. The Support Consultants can build relationships with internal and external stakeholders alike and are a customer facing team who own the service support experience for our Registries users.
The Registries Support Team will carry out key system administration tasks essential to the running of our customer services. They will identify and complete continuous service improvements which benefit the team or our customers through innovations e.g. automation, application enhancements, documentation, processes and learning resources.
The Support Consultant role is best suited to a self-motivated individual with excellent communication skills; eager to learn and able to troubleshoot confidently with minimal assistance.
Support
o To take full ownership of all service requests assigned to the Registry support queue, through to closure.
o Resolution of requests is likely to require investigation, analysis, troubleshooting and liaison with other teams
o Support the onboarding of healthcare organisations to the NEC Registry platform.
o Ensure the Incident Management system is managed and updated correctly, and service SLAs are met.
Product Implementation
o Implementation owner of Registries as a Service (RaaS) products
o Key contact point for customers
o Liaison with customers and internal stakeholders to ensure successful launch and ongoing service
o Ensure RaaS services are launched accurately to customer specification and within the required deadlines
System Administration
o Complete all required system administration tasks vital to the provision of Registry products
Service Improvement
o Continuously seek to identify service improvement opportunities which might benefit either the team, other teams, customers, users or the Registry products
o Plan and drive improvements through to completion
o Contribute and own assigned tasks of the Registries Service Improvement Plan
Education
o Actively seek to increase own Registry knowledge by arranging sessions with colleagues or customer
o Documentation of knowledge gained for population into a learning resources hub, owned by the Registry Support Team
o Maintain up to date knowledge of procedures and policies relevant to this post.
User Acceptance Testing
o Participate in user acceptance testing of registry applications and services
We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:
Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.
All offers are subject to satisfactory vetting and reference checks. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.
NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.
