Digital Systems Support Officer – Norwich, Norfolk

Digital Systems Support Officer


Norwich, Norfolk


Digital Systems Support Officer

Band 5

Main area
Digital Systems Support Team
Band 5
Full time – 37.5 hours per week (37.5 hrs per week)
Job ref
Woodlands House
£27,055 – £32,934 pa
Salary period
26/02/2023 23:59
Interview date

NCH&C is proud to be the first standalone NHS community trust in the UK to achieve an ‘Outstanding’ rating from the Care Quality Commission (CQC). Our focus is on continually improving the quality of care we offer to local people and on improving access to that care, helping people to move seamlessly from one service to another. Praising NCH&C’s “compassionate, inclusive and effective leadership at all levels”, the CQC observed that our staff are well supported to make positive changes and innovations.

Norfolk Community Health & Care NHS Trust is committed to continuing to create a modern and inclusive work environment. As part of this commitment we actively promote flexible working opportunities where possible, to meet the needs and wishes of our workforce to maintain and improve their wellbeing. The trust offers a range of flexibility, including flexible working patterns, and we would encourage you to discuss this with the recruiting manager before or during the application process if this would interest you.

We welcome applications from people who share our values and can help us deliver outstanding care in our local community.

Job overview

The Digital Services department at Norfolk Community Health and Care NHS Trust, has a culture of service improvement where an agile and responsive Digital Services function holds a mature dialogue as a partner with internal and external stakeholders.  The department enables an organisation where staff have the right information tools to do their roles, and where staff are empowered as information citizens in a connected community.

The Digital Services department supports all internal clinical and corporate needs and a number of external service customers within Norfolk. The senior management team delivering the Digital Strategy is led by Head of Digital Services and subject matter expert team leads.

An exciting opportunity has arisen for a Digital Systems Support Officer to join the busy Digital Systems Team.

We are looking for a flexible, energetic, dynamic and friendly individual who will be able to work on their own initiative to meet challenging targets and who must be prepared to continually update their skills as new systems and functionality become available.

You will have current knowledge of clinical systems, especially SystmOne, and experience within a supporting/customer service environment.


Main duties of the job

As a member of a dynamic and forward-thinking Digital Services department, you will provide high quality end user support for Trust digital systems (clinical and non-clinical). This support could be through a physical or virtual presence depending on the customer needs. 

You will have current knowledge of clinical systems, especially SystmOne, and experience within a supporting/customer service environment.

You will also be responsible for the creation and maintenance of Smartcards as part of the in-house Registration Authority (RA) provision to ensure smooth operation and availability to systems.





Working for our organisation

You will initially be based remotely (your identified working base will be the Norwich Community Hospital in Norwich), but the role may require travel across sites in Norfolk.


Apply now to join an organisation that has been awarded an ‘Outstanding’ rating by the Care Quality Commission (CQC), the highest possible rating and the first stand-alone NHS Community Trust in the country to be awarded the title.

Detailed job description and main responsibilities

Please see the full Job Description for detailed overview of main responsibilities and requirements.

Person specification


Essential criteria
  • Degree or equivalent experience/knowledge
  • ITIL Foundation Certificate or equivalent relevant experience gained through experience working in an ITIL based environment

Desirable criteria
  • TPP SystmOne accreditation or equivalent knowledge


Essential criteria
  • Experience in using web-based applications and digital systems in the workplace
  • Experience of using TPP SystmOne and supporting end users in the use of clinical systems
  • Significant experience of providing customer focused advice/support via telephone/email/face to face
  • Experience of facilitating service/work improvements
  • Evidence of ability to communicate effectively with a wide range of professionals and management at all levels within an organisation

Desirable criteria
  • Previous employment/experience in the NHS
  • Experience of presenting information to both individuals and groups
  • Experience of quality assurance
  • Experience of working with NHS Smartcards and the Registration Authority


Essential criteria
  • Excellent Microsoft Office/O365 skills
  • Significant knowledge of clinical IT systems, in particular TPP SystmOne
  • Knowledge of Registration Authority policies and procedures and the Care Identity Service (CIS)
  • Advanced keyboard skills
  • Ability to analyse data in fine detail
  • Proven communication and interpersonal skills
  • Able to clearly explain procedures to others
  • Experience of producing and presenting clear, concise documentation
  • Ability to take on board new ideas, skills and knowledge
  • Can manage and work to multiple and tight timescales under pressure
  • Able to prioritise workload, considering significance of task, deadlines and objectives
  • Innovative approach to problem solving
  • Positive approach to change management


Essential criteria
  • Effective listening skills
  • Clear, accurate written and verbal communication with experience of producing and presenting clear, concise documentation
  • Ability to interact effectively with people at all levels
  • Ability to build positive relationships and gain commitment from others
  • Ability to build positive relationships and gain commitment from others

Personal Attributes / Behaviou

Essential criteria
  • Self-motivated, prepared to act on own initiative
  • Polite and patient manner
  • Ability to be assertive
  • Proven organisational skills with excellent time management
  • Ability to work alone and as part of a cohesive team
  • Ability to relate to clinical and other staff at all levels
  • Ability to manage own programme of work
  • Interest in continued professional development


Essential criteria
  • Willing to work flexibly when required
  • Must be able to make your own travelling arrangements.

Equal Opportunities – We are an equal opportunities employer and welcome all applications irrespective of age, disability, gender, sexual orientation, race or religion. Additionally, people with disabilities that fall under the Disability Confident Scheme will be offered an interview providing they meet the minimum criteria for the post (outlined in the Person Specification). All sites are Smoke Free.

Immigration Status  – Norfolk Community Health & Care NHS Trust is a diverse employer and welcomes all job applications. However, potential applicants should note that although the Trust is registered with the Home Office as a sponsor organisation for migrant workers, this is only against Tier 2 (General) visas. If you are a migrant worker from outside of the European Economic Area and do not already hold a self-gained right to work, we recommend you check the Home Office eligibility requirements before making an application.

Redeployment  - Please note that in the first instance priority for this vacancy will be given to NCH&C staff who are on the Trusts Redeployment Register.

DBS – If this post is subject to a Disclosure and Barring Service (DBS) check and you are not a current employee of Norfolk Community Health and Care NHS Trust or being recruited as an Apprentice then the cost of the DBS check will be automatically removed from your first month’s salary. However if you are registered with the update service this may not be required.

Closing and Interview Dates-This vacancy may close early if sufficient applicants are received.

Data ProtectionA privacy notice detailing how we will handle your data is attached to this advert as a document. Your application will be transferred to our recruitment management system (Trac) once the advert has closed and you will receive notification then detailing how Trac will handle your data.

Employer certification / accreditation badges

Documents to download

Apply online now

Further details / informal visits contact

Bethany Trohear
Job title
Digital Systems Support Lead
Email address
[email protected]

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