PRIMARY OBJECTIVE OF ROLE

• To provide domain and application support to all users of NEC’s Health Registry services.
• To act as the key point of contact for the implementation of Registries as a Service (RaaS) products
• To take ownership of the customer/user service support experience
• To complete key system administration tasks, essential to the running of NEC Registry Services.
• Identify and drive Registry service improvements through innovation, documentation and learning resources 

MAIN RESPONSIBILITIES

This is 12 month Fixed Term Contract (FTC) to support maternity cover with potential for permanent recruitement at the end of the fixed employment term. The Support Consultant role is an interesting hybrid of support, project and service management and is a fantastic opportunity for a career minded individual to enhance their skills and experience. Successful candidates will become experts in our suite of registry applications and the health registry domain knowledge which accompanies these.  The Support Consultants can build relationships with internal and external stakeholders alike and are a customer facing team who own the service support experience for our Registries users.  The Registries Support Team will carry out key system administration tasks essential to the running of our customer services.  They will identify and complete continuous service improvements which benefit the team or our customers through innovations e.g. automation, application enhancements, documentation, processes and learning resources.

The Support Consultant role is best suited to a self-motivated individual with excellent communication skills; eager to learn and able to troubleshoot confidently with minimal assistance. 

• Support

o   To take full ownership of all service requests assigned to the Registry support queue, through to closure.

o   Resolution of requests is likely to require investigation, analysis, troubleshooting and liaison with other teams

o   Support the onboarding of healthcare organisations to the NEC Registry platform.

o   Ensure the Incident Management system is managed and updated correctly, and service SLAs are met.

• Product Implementation

o   Implementation owner of Registries as a Service (RaaS) products

o   Key contact point for customers

o   Liaison with customers and internal stakeholders to ensure successful launch and ongoing service

o   Ensure RaaS services are launched accurately to customer specification and within the required deadlines

• System Administration

o   Complete all required system administration tasks vital to the provision of Registry products

• Service Improvement

o   Continuously seek to identify service improvement opportunities which might benefit either the team, other teams, customers, users or the Registry products

o   Plan and drive improvements through to completion

o   Contribute and own assigned tasks of the Registries Service Improvement Plan

• Education

o   Actively seek to increase own Registry knowledge by arranging sessions with colleagues or customer

o   Documentation of knowledge gained for population into a learning resources hub, owned by the Registry Support Team

o   Maintain up to date knowledge of procedures and policies relevant to this post.

• User Acceptance Testing

o   Participate in user acceptance testing of registry applications and services