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Lead EPR Support Analyst

Lewisham and Greenwich NHS Trust
£43,742 to £50,056 per annum plus HCAS
Closing date
23 Jul 2024

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Other Health Profession
Band 7
Contract Type
Full Time
The post holder is a senior technical expert member of the Application Support Team and is responsible for the technical support of the Electronic Patient Record (EPR) Acute and Community systems, having responsibility for the provision of a comprehensive EPR and e-Referral Service (interface) support service, which allows staff to use key systems proficiently and effectively.

Main duties of the job

The Lead EPR Support Analyst will:

Maintain an excellent detailed knowledge of EPR to an expert level to be able to respond to and advise on all aspects of the systems for end users.

Ensure that upgrades are successfully delivered.

Ensure business continuity plans are in place.

In conjunction with Service Leads develop service specific Standard Operating Procedures (SOPS).

Act as an advocate for the EPR system and champion its importance.

Ensure service levels are adhered to.

Effectively monitor the EPR supplier.

About us

Our people are our greatest asset. When we feel supported and happy at work, this positivity reaches those very people we are here for, the patients. Engaged employees perform at their best and our Equality, Diversity & Inclusion (EDI) initiatives contribute to cultivate a culture of engagement. We have four staff networks, a corporate EDI Team and a suite of programmes and events which aim to insert the 5 aspirations:
  • Improving representation at senior levels of staff with disabilities, from black, Asian, and ethnic minorities background, identify as LGBTQ+ and women, through improved recruitment and leadership development
  • Widening access (anchor institution) and employability
  • Improving the experience of staff with disability
  • Improving the EDI literacy and confidence of trust staff through training and development
  • Making equalities mainstream

  • Job description

    Job responsibilities

    The post holder will provide clinical system application level technical support for acute and community end users.

    The post holder will provide applications support and the development of the EPR including the day to day account management of the EPR account relevant to the specific Trust site.

    In conjunction with the Systems Team Manager, the post holder is responsible for developing excellent working relationships with both external and internal partners.

    The post holder will have responsibility for ensuring that Change Control Procedures are followed and the Requests for Change (RFCs), and other documents are kept up to date and RFCs are submitted to the Change Control Board.

    The post holder is responsible for the technical support of the Acute and Community EPR system and Clinical Portals, having overall responsibility for the provision of a comprehensive support service which allows staff to use key systems proficiently and effectively, providing expert specialist advice.

    The post holder will assist with and support the service redesign workstreams and be responsible for ensuring that systems are changed to meet new requirements and will require the post holder to explain complex technical issue to a wide range of Trust staff.

    The post holder will negotiate with third party supplier teams on the timing and implementation of system configuration Service Request updates and communicate these to the Trust.

    The post holder will ensure that system upgrades are successfully implemented, project managing small scale upgrades and acting as the implementation lead for large scale upgrades which are project managed by the IT System Support Manager.

    The post holder will ensure that implementation plans meet new service requirements.

    The post holder will manage and action the resolution of incidents, problems and change requests in their own area in an efficient and professional manner, whilst conforming to Trust and departmental standards, service agreements, policies, procedures and working practices, seeking further advice and information from the Systems Team Manager and Senior integration and solution Architects when necessary.

    The post holder will manage the escalation and monitoring of incidents and requests reported to external agencies, suppliers and contractors ensuring that appropriate minimum data sets are submitted correctly, and full communication of call progress is maintained in a timely manner.

    The post holder will assist in the maintenance and continuity of systems and help with specialist technical functions as required.

    In conjunction with the Systems Team Manager the post holder will oversee the day-to-day workload of their own team, ensuring that the technical skills of the team are in line with appropriate departmental policies, procedures, working practices and guidelines, ensuring all resources are deployed to maximise an efficient and effective delivery of support services to patients and Users.

    In conjunction with the Systems Team Manager the post holder will ensure all documentation relating to own area is complete, fit for purpose and all documentation is controlled and that change control procedures are developed and implemented.

    In conjunction with the Systems Team Manager, the post holder will lead in the development and maintenance of a culture of service provision and continuous improvement.

    Monitor system performance, user levels and other KPIs as directed by the System Team Manager.

    Person Specification

    Qualifications and Training


    • Educated to Post Graduate level or equivalent experience
    • Evidence of continuous personal and professional development


    • ITIL Foundation



    • Significant experience of working in the Health Service
    • Significant experience of leading large-scale programmes with multiple internal and external stakeholders
    • Significant experience of leading organisational change
    • Designing and delivering IT related training courses and programmes
    • Significant experience in relation to Cerner configuration and build


    • Experience in relation to Community EPR configuration and build and the HIE
    • Cerner build qualifications



    • Microsoft Office
    • Advanced keyboard skills
    • Good customer care attitude
    • Cerner build experience
    • Ability to work autonomously to analyse processes and implement developments
    • Ability to act independently to implement change
    • Good problem solving and negotiating skills
    • Ability to deal with complex and conflicting issues
    • Proven Ability to communicate effectively with health professionals on different levels
    • Proven Ability to express complex issues both orally and in writing in an easily understood manner for a range of audiences.
    • Ability to deal with conflicting views from service users Ability to supervise and motivate staff


    • Knowledge and experience of large system deployments within a healthcare environment.
    • Knowledge and experience of healthcare

    Employer details

    Employer name

    Lewisham and Greenwich NHS Trust


    Old Town Hall



    SE6 4RU

    Any attachments will be accessible after you click to apply.


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