Job summary
- Main area
- IT
- Grade
- Band 5
- Contract
- 7 months (Fixed term/secondment until 31/03/26 due to secondment cover)
- Hours
- Full time
- Flexible working
- Job ref
- 025-AC103-0525-A
- Employer
- Digital Health and Care Wales
- Employer type
- NHS
- Site
- Hybrid working
- Town
- Location to be confirmed at interview
- Salary
- £30,420 - £37,030 per annum
- Salary period
- Yearly
- Closing
- 28/07/2025 23:59
Employer heading
Support and Business Analyst
Band 5
Digital Health and Care Wales is an ambitious organisation created by Welsh Government to lead on the digital transformation of health and care. It builds on the digital architecture and national services put in place by the NHS Wales Informatics Service over the past decade.
The organisation will lead on large-scale developments that make a significant difference to the people of Wales as well as to health and care professionals, such as expansion of the digital patient record and the creation of a National Data Resource. It will improve the way data is collected, shared and used. Please check your email account regularly. Successful applicants will receive all recruitment related correspondence via the email account registered on the application form.
All applicants are invited to apply in Welsh, any application submitted in Welsh will not be treated less favourably than an application made in English.
Please be advised that there is a temporary top up for Bands 2 and 3 to reflect the incorporation of the top up to the living wage of £12.60 per hour - £24,638 per annum.
This temporary top up will be in place until the annual pay uplift for 2025/26 is confirmed
Job overview
We have an exciting opportunity for an experienced Support & Business Analyst to take a lead role in supporting the Integration team. If you want to be part of the team, you will need a strong technical background and an aptitude for problem-solving. A background in software development would be advantageous, but is not essential, and experience with messaging technologies would be particularly advantageous.
The ability to speak Welsh is desirable for this post; English and/or Welsh speakers are equally welcome to apply.
Main duties of the job
You will be a key member of the support team, covering multiple flows that are a mixture of third-party and in-house application support. You will ensure that the applications perform to the requirements of our users and clinicians.
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Provide operational and technical support for the services and manage standard level of requests and incidents
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Provide guidance and technical advice to relevant end users and colleagues
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Monitor system health daily and resolve underlying application issues
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Provide business support for application development
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Implement standard changes and support software releases
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Provide information analysis and reporting
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Maintain Standard Operational Procedures and other documentations
Working for our organisation
Digital Health and Care Wales (DHCW) is an expert national body and part of NHS Wales. We work in partnership with NHS Wales colleagues and other key stakeholders to provide national digital and data services which support the delivery of health and social care in Wales. Modern health and care services depend on good digital tools, data and information. DHCW runs or works with more than 100 services and delivers major national digital transformation programmes to support this. In addition, DHCW provides expert advice in relation to cyber security and information governance. We give frontline staff the digital tools which help them provide safer and more efficient care. We are also giving patients and the public digital tools to better manage their own health and wellbeing, empowering people to live healthier lives. We put people at the heart of what we do, working to the highest standards to deliver quality and make digital a force for good in health and care.
Working for DHCW offers lots of employee benefits, including flexible working, a competitive salary, 28 days of annual leave plus Bank Holidays and opportunities for career development. We are committed to recognising and celebrating our staff as the most valuable part of our organisation.
Detailed job description and main responsibilities
Previous experience of working within a software service delivery environment is desirable for this post. In addition, the following competencies are also desired:
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Experience in ITIL service Delivery and Service Support including Incident, Problem and Change management skills
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Experience in analysing data/incidents, gathering requirements and implementing changes
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Experience in troubleshooting with end users and liaising with technical and non-technical stakeholders
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Experience in writing SQL queries to generate reports and support investigations
This post is fixed term /secondment until 31/03/26 due to secondment cover. If you are interested in applying for the secondment position, you must obtain permission from your current line manager before applying for this post.
You will be able to find a full Job description and Person Specification attached within the supporting documents or please click “Apply now” to view in Trac.
Person specification
Qualifications and/or Knowledge
Essential criteria
- Educated to degree level or equivalent experience
- ITIL V3 Foundation Accreditation or equivalent knowledge and experience
Experience
Essential criteria
- Extensive experience in Information and IT Service delivery and support
- Proven record in service delivery and 2nd line support
Desirable criteria
- Experience of working in an NHS/Healthcare or Public Sector environment.
- Understanding of NHS Clinical/Administrative Information and IT requirements
- Knowledge of current health systems and best practice
Skills and Attributes
Essential criteria
- In depth knowledge of Service Provision standards and their application (ITIL particularly)
- Problem, Change and Release
- Problem solving skills
- Good relational database design skill and SQL
Employer certification / accreditation badges
Applicant requirements
Welsh language skills are desirable
Documents to download
Further details / informal visits contact
- Name
- Nicola Turner
- Job title
- Senior Product Specialist
- Email address
- [email protected]
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