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Senior Analyst Application Operations

Moorfields Eye Hospital NHS Foundation Trust
£42,471 to £50,364 per annum pro rata including HCAS, 4.5% on-call.
Closing date
17 Jul 2024

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Other Health Profession
Band 6
Contract Type
Full Time
We are at a pivotal stage of our digital journey and have an ambitious portfolio of digital technology initiatives ahead of us, all grounded around - empowering patients and service users improving the experience navigating the healthcare system and joining up systems and data across to better meet the needs of citizens.

Main duties of the job

This role is part of the Application Operations team (an integral part of IT Operations), who are responsible for:o Maintaining our applications, keeping the lights on and ensuring they remain supported, fit-for-purpose and meeting the needs of our end usero As application subject matter experts, contributing to the design and development of new products and serviceo Improving user experience in our systems and processeso Proactively maintaining our application portfolio and reducing technical debtThere are a number of different teams within Application Operations, aligned to specific user needs / functions. As a senior analyst, you will be responsible for:o Identifying, diagnosing and resolving complex incidents and problems affecting our applications and end usero Responsible for deploying changes and taking new services live in our application portfolioo Responsibility for managing the lifecycle of either part of an application (enterprise-wide) or a number of smaller applications in our portfolioo Coaching and mentoring other professionals in the Digital, Data and Technology business unit

About us

At Moorfields, we provide more than just an excellent career and great colleagues to work with. We also offer:o Salary including High-Cost Area Supplemento Opportunity to join the NHS Pension Schemeo Free 24/7 independent counselling serviceo Learning and development opportunitieso Easy and quick transport linkso A range of attractive benefits and discountso Access to Blue Light Card and other NHS Discount Schemeso Free Pilates classeso Full support and training to develop your skillso Flexible working friendly organisationAnd so much more! To see the full range of benefits we offer please see our Moorfields benefits document.

Job description

Job responsibilities

Skills needed for this role Incident management: You can diagnose and prioritise incidents, investigating their causes and finding resolutions Problem management: You can initiate and monitor actions to investigate patterns and trends to resolve problems, including consulting specialists where required. You can determine the appropriate remedy and assist with implementation of it as well as preventative measures Change management: You can analyse and assess impact, and develop and document change requests. You can implement complex changes based on requests for change, and apply change control procedures Asset and configuration management: You can maintain secure configuration and accurate information, controlling IT assets in one or more significant areas, and verifying location and state of assets, supporting the full IT Asset Management lifecycle (from request through to retirement) Availability and capacity management: You know how to manage service components to ensure they meet business needs and performance targets Continual service improvement: You can identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions. You can support specific activities to improve processes. You can spot or identify deficiencies Financial Management: Safe and efficient use of experience equipment by users, including the install, running and maintenance of equipment and software Ownership and initiative: You can own an issue until a new owner has been found or the problem has been mitigated or resolved Service focus: You can take inputs and establish coherent frameworks that work Service Reporting: You will ensure the service management platform is up-to-date at all times with Customer Service activities. You can produce relevant reports in a standard format and agreed timeframe. You will work with important stakeholders to discuss any changes in the reporting process. You can add a commentary that provides an interpretation of the data set. Technical specialism: You can use management system software and tools. You have knowledge of logical schemata to investigate problems, collect performance statistics and create reports. You can carry out routine configuration, installation and reconfiguration of database and related products. You are able to optimise performance and forecast resource needs Technical understanding: You understand core technical concepts related to the role and can apply them with guidance. You will be responsible for the Application Lifecycle Management (ALM) of one, or more applications. Testing: You can review requirements, specifications and define test conditions. You can identify issues and risks associated with work while being able to analyse and report test activities and results User focus: You can identify needs and engage with users or stakeholders to collate user needs evidence. You understand and can define research that fits user needs. You can use quantitative and qualitative data about users to turn user focus into outcomes.Other Duties: Participate in the on-call service Deputise for the Lead Analyst Occasional work may be required outside of core business hours to support major projects / programme Develop and maintain a network of professionals to enable continuous learning and a community which can share, learn, and keep up to date on the application landscape.

Person Specification

Education / Qualifications


  • Degree, or equivalent level of experience
  • Relevant application qualification or equivalent experience
  • Service management qualification or equivalent experience (example: ITIL)


  • Relevant management / leadership qualification or equivalent experience
  • Delivery management qualification or equivalent experience (Agile, PRINCE2, etc)



  • Experience of being part of user/customer-centric teams and delivering on continuous service improvement initiatives
  • Experience of working within a Service Management Framework (ITIL, etc) and expert working knowledge of key practices (incident, problem, change, service request, etc)
  • Experience of solving complex problems for users through the use of technology, requiring analysis, interpretation, and comparison of a range of options
  • Experience of supporting the transition of products from Delivery into Live Service - including planning complex transition activities (upgrades, etc)
  • Day-to-day coordination of staff and work, including allocating work to junior staff in own area, and includes training, knowledge transfer and supervision


  • Management of financial budgets for your team (pay, on-call, consumables)
  • Experience of management products / services in healthcare (NHS)

Skills and knowledge


  • Deal with more complex issues on the end-to-end service provision - covering Service Management practices (incident, problem, change, service request, etc)
  • Contribute and support the delivery of service improvement and re-design initiatives
  • Contribute to the training needs analysis and professional development of the team
  • Able to prioritise work
  • Meet set targets or metrics
  • Autonomous working and can delegate appropriately
  • Good communication skills - providing and receiving complex and sometimes sensitive information - tailoring your message for your audience, able to communicate complex technical information in a simple way to stakeholders
  • Good technical knowledge
  • Use Service Management, Quality Assurance Testing, and Delivery Management tooling
  • Systematic and methodical approach to problem solving

Personal qualities


  • Relentless focus on user needs and experience
  • Problem-solving mindset - focusing on improving outcomes
  • Seeing the bigger picture - understand how your work and the work of your team supports wider objectives and meets the diverse needs of stakeholders
  • Able to work well within a busy environment

Employer details

Employer name

Moorfields Eye Hospital NHS Foundation Trust


Moorfields Hospital, City Road

152 -160 Kemp House | City Road | London | EC1V 2NX



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