Senior EPR Support Analyst

Senior EPR Support Analyst

Location: Your Office Toronto

The post holder is an expert technical member of the Application Support Team responsible for the technical support of the Electronic Patient Record (EPR) systems (acute and community) at Lewisham and Greenwich.

Key Responsibilities

• Provide first and second line support for the Trust’s EPR systems and key applications supported by the Lewisham and Greenwich IT Department.
• Manage all TrackIT logs, allocate them to application team staff and ensure compliance with SLAs and KPIs.
• Undertake system administration activities to keep key community and acute systems running, including producing regular KPI reports on team performance.
• Ensure Change Control Procedures are followed and that systems are updated to meet new requirements.
• Negotiate with Oracle, RiO and third‑party teams on the timing and implementation of system configuration service requests and communicate updates to the Trust.
• In conjunction with the Systems Team Manager, manage and action all requests for change, building new functionality as required.
• Assist with the planning and implementation of EPR system upgrades, providing technical advice to users.
• Deputise for the Lead EPR Support Analysts as required and provide guidance and specific technical training.
• Maintain and update key master files and tables for the acute and community EPR system (e.g., Doctor tables, scheduling tables, forms and reports).
• Resolve EPR service issues using the IT Service Desk system, ensuring logs are closed within specified timeframes.
• Liaise with line managers on recurring problems and implement long‑term solutions.
• Coordinate testing of new software releases and updates, escalating issues to system suppliers.
• Maintain relationships with EPR suppliers and participate in system design and change process activities.
• Conduct root cause analysis of complex issues and devise system configuration, workflow or process changes.
• Serve as a liaison between local health communities and the IT team.

Additional Duties

• Deliver EPR support to users and support upgrades, including testing.
• Ensure faults are fixed within the Trust’s SLA‑defined timescales and KPIs.
• Effectively monitor the EPR supplier.
• Ensure business continuity plans are in place.
• Develop service‑specific Standard Operating Procedures (SOPs) with Service Leads.
• Contribute to the development of policies and procedures that support EPR.
• Plan and implement delivery of EPR configuration work packages as assigned by the EPR System Manager.
• Work closely with IT colleagues to achieve department aims.
• Supervise assigned agency and bank staff as required.
• Ensure compliance with Trust policies on Data Protection, Confidentiality, Health & Safety, Equality, Diversity and Dignity.
• Support NHS resources efficiently and promote equality and inclusion across the Trust.

Key Relationships

Systems Team Manager, Testing Team, Senior Integration & Solution Architects, Associate Director of Clinical Systems Delivery, Associate Director of IT Programmes, Deputy Director of IT, Chief Information Officer, Chief Clinical Digital Officer, senior trust managers and other ICT managers, clinicians, IT Service Desk, Information Governance Manager, desktop and network support staff, external suppliers (Oracle, RiO, etc.), and Trust application users.

Equality, Diversity & Inclusion (EDI)

Our People Are Our Greatest Asset. When we feel supported and happy at work, positivity reaches patients and engaged employees perform at their best. Our EDI initiatives cultivate a culture of engagement with programmes that aim to improve representation at senior levels, widen access, improve experiences of staff with disability, and mainstream equality.