Job Description

Installations Specialist \xe2\x80\x93 Careflow PAS

Location: Flexible

The purpose of this role is to work within the Installations Team to deliver the requirements as part of the upgrade process, through robust software installation management and to respond to issues logged through the Service Desk that are deemed to be installation / core product configuration related.

Responsibilities

• Provision of 1st and 2nd line support queries that fall in the area of installation/software upgrade, responding to customer queries working within SLA. Responsibility for assisting the Incident Team with call Triage & Routing to internal teams and 3rd parties.
• Installation and configuration of new software releases in Test, UAT and Live areas
• Troubleshooting issues with upgrades and recording of outcomes.
• Following processes and procedures in line with ITIL best practice and any ITSM / issue reporting tools.
• Taking advantage of Knowledge Transfer opportunities to maintain and enhance product and installation/upgrade awareness
• Timely updates to internal teams and the customer via the issue management tool.
• Provision of Out of Hours/On Call Service as required by the Business
• Proactively contributing to the Knowledge Base.
• Identify need for CRFs (Change Request Forms), escalate to Team Lead for completion and Installation of hotfixes to customers providing assistance with testing and implementation.
• Providing on-site support and delivery for new software, upgrades or go lives as required, such as MSI creation, publishing \xe2\x80\x93 upgrading client and server environments etc.

• Able to work well as an individual and as part of a team
• Able to self-manage and self-motivate
• An eye for detail, well-organised and a desire to adhere to best practices
• Strong inter-personal and communication skills
• Able to work under pressure and to tight deadlines
• Co-ordinating multiple activities to achieve an expected outcome
• Good organisational skills
• Good Documentation Skills
• Good working knowledge of MS Office Applications (i.e. Outlook, Word, Excel, Project and Visio)
• Ability to collaborate with staff at all levels

• ITIL Practitioner level or equivalent
• Experience within a healthcare setting
• Good Understanding of System C Product Set including Careflow PAS, BI and Vitals and associated products
• Microsoft SQL knowledge

System C