Project / Service Support Officer
Full Time Permanent
AfC 5 - Salary Scale - £21,388 - £27,901 per annum
Location – Gyle Square, Edinburgh
As a vital part of NHSScotland, NHS National Services Scotland’s mission is to enable and support the delivery of better health and better care, working in partnership. We do this by providing a range of specialised support services that enable NHS Boards to focus their efforts on delivering health improvement and patient care.
In order to meet the increasing demand from Health Boards and SGHSC, NSS IT are seeking to recruit a Service/Project Support Officer to support the delivery of National Infrastructure services (service and project management) for national IT Systems used by NHSScotland, including facilitating clinical-based governance and managing change and release cycles, whilst assuring the agreed level of service, managing support capacity and costs and handling any problems.
Our benefits package includes final salary pension scheme, comprehensive range of work life balance policies, occupational health services, learning resource centres and discounted leisure, financial and shopping benefits.
For an informal discussion on the post, please contact Ziggy Iwaniec, National Email Services Manger on 0131 275 6417
For an application pack please complete the online application form on the SHOW website Ref G20611
Closing date for completed applications is 12 noon on 18th February 2014
Please note that only those applicants called for an interview will be contacted. If you have not received a response within 4 weeks of the closing date, please assume that you have been unsuccessful on this occasion.
Further information on NSS is available from: .
NHS National Services Scotland is the common name of the Common Services Agency for the Scottish Health Service.NHS National Services Scotland is an equal opportunities employer.
Candidates with disabilities who meet the minimum selection criteria will be guaranteed an interview.
National Services Scotland
JOB DESCRIPTION
1. JOB DETAILSJob Title: / Project Support Officer (National Infrastructure Services)
Immediate Senior Officer/Line Manager: / Senior Department Manger (e-mail and related Communications Services)
Department(s): / National Infrastructure Services
Division: / IT SBU
Job Reference:
2. JOB PURPOSE
The post holder will assist the Senior Departmental Manager in the day-to-day management of National Infrastructure Services for a number of national IT systems by providing high level service support and assisting in the delivery of advice and guidance on appropriate management methodologies ( ITIL, Prince2, and MoR ).The Project Support Officer will be responsible for providing a full range of administrative and Business As Usual (BAU) support services to the National Infrastructure Service, assisting in the organisation and administration of all aspects of solution stewardship and national IT systems management.
3. DIMENSIONS
The post holder does not carry out any line manager function and will not be expected to control any set budget. However, the post holder will be expected to work to defined budget targets and to assist in monitoring aspects of finance e.g. payments to sub-contractors, training and travel budgets.
The Project Support Officer, as part of the National Infrastructure Department, will assist in providing a comprehensive project support function to all programmes and projects, covering areas such as
-E-mail, Directory and Network services
-Project and programme progress tracking
-Configuration management
-Risk assessment
-Maintenance of project issues/ risk logs
-Support for project exceptions
-Support for mid and end stage reviews
-Post implementation review
-Provision of management information
-Budget Tracking
Stakeholders include key staff of Health Boards (Chief Executives, Directors of Finance, Directors of Information Management and Technology), Project Board Chairpersons, the Scottish Executive Health Department, the StaffPartnership Forum and leads in National IT Systems.
4. ORGANISATION CHART
5. ROLE OF THE DEPARTMENT
The role of the IT SBU is to support the NHS Scotland national eHealth agenda through the effective delivery of IM&T products and specialist services that will enable clinical process and efficiency improvements across Scotland. The core remit is focused on the management and delivery of IM&T services focused on the development and enablement of national level business and clinical capabilities. This includes the delivery of IM&T services, systems, data and contracts which enable cross-Board/ boundary integration, workflow, information sharing, cost efficiency realisation and collaboration.
IT SBU has of the order of 350 staff, approximately 260 based in Edinburgh and 90 based in Glasgow where national level software application products are developed, maintained and supported. IT SBU is currently involved in over 50 projects and programmes in support of eHealth across NHS Scotland.
–The vision of the organisation is ‘To be valued as a trusted, integral IT services partner’
–The mission of the organisation is ‘To deliver high value national and specialist IT services which maximise health and financial impact’
–The purpose of the organisation is ‘To provide high value shared services, enable national level IM&T capabilities and cross- Board/ boundary collaboration’
The service model is focused on the following key areas:
> Infrastructure Management
Managing the delivery of customer service, LAN, desktop and other infrastructure services
> Architecture & Consulting
Providing focused IM&T expertise and advice to eHealth and business communities
> Contract & Vendor Management Services
Managing 3rd party national level eHealth suppliers end-to-end
> Programme & Project Management
Scalable and adaptable delivery of eHealth initiatives at national level.
> Solutions Design, Development, Integration & Maintenance
Bespoke systems development, maintenance and support
> National Solutions Accreditation & Testing
Assuring inter-operability of the national architecture
> Solution Stewardship / Service Management
Managing service delivery assurance for systems after ‘go live
IT SBU works in partnership with a wide range of organisations – NSS, NHS Scotland NHS Boards, Hospitals, Primary Care Practitioners, Community Health Partnerships, Local Authorities, Scottish Government Directorates, Other UK eHealth agencies, and major IM&T product and service providers operating in the Scottish public sector.
6. KEY RESULT AREAS
i)Assist the Departmental Manager in preparation, delivery, updating and monitoring all service activity, documentations and deliverables.
ii)The post holder is responsible for setting up, maintaining and developing a number of information services and to develop and implement procedures to ensure efficiency of the service administration. The post holder will manage a ‘bring forward’ system ensuring the retrieval of information and/or feedback within pre-arranged deadlines.
iii)Regularlyprovide information, advice and guidance to Project Managers. Also provide training on an adhoc basis to NHS Boards.
iv)Undertake the organisation of a large volume of meetings, workshops, travel and accommodation arrangements including booking catering, collating handouts and presentations.
v)Receive and record calls ensuring that email and telephone messages are correctly relayed, that calls are transferred promptly and efficiently to the appropriate person.
vi)Provide support to the service and associated staff (including Consultants). Duties include diary co-ordination, word processing, stationery ordering, copy and typing duties. All work must be of a high standard and completed within agreed timescales.
vii)From all systems, the post holder will generate reports for use by management and / or other appropriate team members. A strong audit trail will be provided.
viii)Maintain all solution stewardship services documentation to ensure all information is available for use.
ix)Liaise with the finance department to ensure all invoices and orders are processed timeously. Accurately record all invoice and order details.
x)Undertake minute taking as and when required for the service and, associated staff and boards.
xi)Contribute to preparation of documents (including costing documents) related work and costs, which requires an understanding of forward planning and budget control. There will be a requirement to input to budgetary reports on an agreed frequency as part of the monitoring activities to be undertaken in the delivery of this post.
7. ASSIGNMENT AND REVIEW OF WORK and DECISIONS AND JUDGEMENTS
Primarily the Senior Departmental Manager assigns work and establishes a broad framework for the post holder, however the post holder will be expected to have autonomy and carry out work using his/her own discretion and initiative particularly in dealing with enquiries.
The post-holder identifies the main areas requiring attention on a day-to-day basis and prioritises work accordingly, using their initiative. Members of the National Infrastructure Services team may generate work, consultants working in the project and members of the various Service/Programme Boards (including any other working Boards reporting to this).
The post-holder continuously reviews his/her own work to ensure satisfactory standards are maintained. Work is appraised and reviewed by the Senior Departmental Manager on an on-going basis. The jobholder is expected to anticipate, resolve and take the decision to escalate problems arising from day to day work. Advice and guidance is available as required. The line manager (by nature of his/her role) is often out of the office and therefore the post holder is expected to work unsupervised.
The Senior Departmental Manager will review work twice a year in line with the Agency’s formal performance appraisal system, and informally through regular meetings.
8. COMMUNICATIONS AND RELATIONSHIPS
i) External:
Daily telephone and written communication with NHS Scotland Senior Managers including IT Managers, and Directors of Finance. The post holder will also interact with other NHS Staff, Scottish Government eHealth Department, senior contract staff and IT Service Suppliers.
The post holder will also have to communicate with the various Service/Programme Boards, User Groups and any other Boards/Groups as required.
ii) Internal:
Face to face, information contact with all members of National Infrastructure Services team, various NSS departments, Finance regarding invoices as required, HR, with members of the Contract generation process including consultants, Central Legal Office, CMT and the Chief Executive’s office.
9. MOST CHALLENGING PARTS OF THE JOB
- Managing the varied and diverse workload and ensuring the provision of a high quality, confidential support service.
- Being able to prioritise workload to meet deadlines in a changing environment without the requirement for direct supervision.
- Communications and building mutually beneficial relationships with a variety of people at different levels.
10. SYSTEMS
- Excel
- Access
- EProcurement /PECOS
- ITIL
The post holder must also be able to understand and use MS Project to support scheduling and planning and to print out reports as required by the line manager.
- MS Outlook, MS Word, MS PowerPoint
- National Email Services – Email, Directory, SMS, Relay and other Infrastructure services
The post holder will be able to organise conference calls when required.
11. PHYSICAL, MENTAL, EMOTIONAL EFFORT
PHYSICAL EFFORT
Daily requirement for sitting/inputting/working at workstation for substantial periods of time 3-4 hrs (i.e. the majority of the work day) with appropriate VDU breaks.MENTAL EFFORT
The ability to think on one’s feet and offer support, either by email, face to face or telephone to a range of stakeholders on a host of service queries and issues. Attendance of and minute taking at approximately six meetings per month with some meetings lasting a full day. There is a need for periods of concentration for meeting and workshop transcriptions. This is sometimes very difficult due to frequent and unpredictable interruptions such as handling stakeholder calls and general team support requests. The location of some meetings requires travel and time spent away from home.
The generation and inputting of data into the various databases and information management systems requires absolute accuracy and attention to detail.
Unpredictable activities e.g. handling ad-hoc support requests from a wide range of people involved in the services requires the ability to multi-task and give quick response to a wide range of contact groups.
The ability to maintain momentum throughout training sessions which last approximately 4 hours and to assess and tailor each session to fit with the ability and knowledge base of the participants.
EMOTIONAL EFFORT
Exposure to distressing or emotional circumstances is rare. However due to the nature and demands of the project, the jobholder may find that at certain times demands placed on them within tight timescales could cause a degree of pressure.The post holder will require excellent planning skills to maintain the appropriate work/life balance.
12. ENVIRONMENTAL/WORKING CONDITIONS & MACHINERY AND EQUIPMENT
Standard Office conditions: Regular requirement to use VDU
Requirement to travel throughout Scotland
The post holder will be required to use photocopiers, printers, scanners and fax machines in order to fulfil daily tasks including generating paperwork for meetings, distributing copies of mail etc.
13. KNOWLEDGE, TRAINING AND EXPERIENCE REQUIRED TO DO THE JOB
- Degree in Office Administration or related subject or equivalent experience gained in a busy office environment.
- In-depth working knowledge of standard office software packages e.g. Microsoft Word, Excel, Access, PowerPoint and MS Project.
- Knowledge of ITIL Service Management methodology
- Knowledge of effective Project Management trained in Prince 2 methodology.
- Team player with excellent interpersonal and communication skills and a well developed organisational ability.
- Experience in the delivery of training.
- Minute taking skills.
- An understanding of the NHS Scotland, a service management background and/or experience working in an IT environment would be advantageous.
- To have the ability to learn and gain knowledge of the technical (IT Systems) phrases to enable an increased efficiency and understanding in their role.
- Previous experience in an NHS Scotland setting and knowledge of associated terminology is useful.
- Commitment to updating skills and life-long learning.
14. JOB DESCRIPTION AGREEMENT
A separate job description will need to be signed off by each jobholder to whom the job description applies.
Job Holder’s Signature: / Date:
Head of Department Signature: / Date:
HR Department will check job description format and content and then send the job description to the AfC Team
HR Representative’s Signature: / Date:
PERSON SPECIFICATION
This form must accompany the Job Description to which it refers.Job Title / Project Support Officer
Job Reference / G20611
AfC Band / 5
Requirement / Essential[i] / Desirable[ii]
QUALIFICATIONS / Degree in Office Administration or related subject or equivalent experience gained in a busy office environment.
. / ITIL service management foundation
OR
Prince 2 or equivalent project management qualification.
TRAINING / Knowledge of ITIL or service management methodologies
Use of MS Project as part of day to day working
Evidence of training in Project Management
EXPERIENCE / Experience of minute taking
In-depth working knowledge of standard office software packages e.g. Microsoft Word, Excel, Access, PowerPoint and MS Project.
Strong communication (written and verbal) skills. / Good understanding of general NHSScotland and eHealth direction and priorities.
Knowledge of NHS Freedom of Information and Diversity policies / practices.
Knowledge of relevant current legislation – Data Protection, Equality and Diversity.
PERSONAL QUALITIES / Ability to work on own initiative.
Customer focussed.
Flexible.
Committed to personal and organisational development in standards and excellence.
Demonstrates good team working skills.
Able to deal with conflicting demands and work under pressure. / Ability to work on multiple projects or services as part of day to day work
GENERAL / Able to travel throughout Scotland when required.
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Summary of Key Terms and Conditions of Post
Division/Department:IT SBU
Location:Edinburgh
Job Title & AfC Pay Band:Project Support Officer, Band 5
Salary/Salary Scale:£21,388 - £27,901 per annum
Conditions of Service:Your terms and conditions of service are in accordance with the Agenda for Change Terms and Conditions Handbook. Agenda for Change comprises a National pay system and job evaluation scheme for the Health Service, a harmonised set of terms and conditions of employment and a Knowledge and Skills Framework.
Hours of Duty:The standard full-time hours for NHS staff are 37.5 hours, exclusive of meal breaks, normally to be worked over 5 days per week. The hours of this post are 37.5.
Annual Leave:The annual leave arrangements are:
- 27 days (202.5 hours) on commencement
- 29 days (217.5 hours) after 5 years’ service
- 33 days (247.5 hours) after 10 years’ service.
8 public and statutory holidays are also available within the leave year.
Superannuation: All new entrants to NHS National Services Scotland who are aged sixteen but under seventy five will be enrolled
automatically as a member of the NHS Superannuation