Incident Support Specialist, PACS RIS Healthcare IT

TRS Consulting Services Limited
24 Mar 2019
27 Mar 2019
Contract Type
Full Time
Incident Support Specialist

PACS & RIS Healthcare IT Systems

£44K - £50K + 6% Bonus (OTE £53K) + Excellent Benefits Package + Genuine Opportunities for Career Progression

**An excellent opportunity for a customer focused IT professional, PACS / RIS Manager or Radiology Manager with a background in the support of Healthcare IT Systems to join a global market leader of PACS and RIS Healthcare Informatics Systems**

The Company – Incident Support Specialist, PACS & RIS Healthcare IT Systems

My client is one of the largest suppliers of medical systems in the world. This instantly recognisable global market leader is renowned for its forward-thinking healthcare solutions, which include ‘best in class’ medical imaging systems, patient monitoring solutions, healthcare informatics, healthcare IT systems and clinical diagnostics equipment.

With over 30,000 employees operating in over 40 countries worldwide, they are an industry leader in a number of medical imaging equipment modalities, and supply hospitals and medical centres throughout the UK with the latest X-ray and healthcare information systems. As a truly global manufacturing organisation, product innovation, excellent levels of customer service and good people are fundamental to their future success.

The Role – Incident Support Specialist, PACS & RIS Healthcare IT Systems

They now seek to recruit two a commercially astute and customer focused Incident Support Specialist, PACS & RIS Healthcare IT Systems, responsible for managing relationships with the healthcare informatics customer, ensuring that customer satisfaction is achieved and maintained.

In this challenging and rewarding role, the PACS Service Support Engineer will provide valuable input into delivering the ITIL v3 service strategy, service design and continual service improvement processes on behalf of healthcare IT customers, such as hospital and healthcare centre departments. The Job Holder will be part of the team responsible for the EAMER HCIS Incident Management, within the Service Support team, and all related activities.

The primary goal of the Incident Management process is to restore normal service operation as quickly as possible and minimize the adverse impact of incidents on business operations thus ensuring that the best possible levels of service quality and availability are maintained. ‘Normal service operation’ is defined as service operation within Service Level Agreement (SLA) limits.

Area of responsibility is EAMER with focus on a specific Geographic Cluster.

Full responsibilities include…

1: Incident Management:

Incidents technical responsibility during the whole incident ‘lifecycle’

Complete incident identification and logging

Incident categorization, raising Request for Change (RFC) to change management process when needed

Incident prioritization by taking into account both the urgency of the incident (how quickly the business needs a resolution) and the level of impact it is causing

Incident diagnosis including functional and hierarchical escalation responsibility

Incident investigation according to the expected methodology:

Establishing exactly what has gone wrong or being sought by the user

Understanding the chronological order of events

Confirming the full impact of the incident, including the number and range of users affected

Identifying any events that could have triggered the incident

Knowledge searches looking for previous occurrences by querying Known Error Database (KEDB) or Knowledge Databases

Incident resolution and recovery, ensuring that recovery action is complete and that the service has been fully restored to the user(s)

Incident record information and KEDB regular update

Incident tech reports creation

Technical contact with the customer during the whole incident ‘lifecycle’

Submit request of corrective actions for the Problem Management Team

Perform on site activities when required

Proactive incident management responsibility through RMS monitoring

Proactive scheduling and deployment of patches and minor updates

Monitor data migration and related exceptions

Remote connection information gathering and sharing

Proactively report any potential risk in terms of data integrity, data security, legal impact or service interruption

24x7 Incident Support Service:

Availability to act as on call incident support engineers during the 24x7 service

Incident support of other geographical region according to the “24x7 follow the sun” service.

Your Background – Incident Support Specialist, PACS & RIS Healthcare IT Systems

Solid background in IT, ideally in a Healthcare Informatics or Medical IT environment, with experinece of PACS and RIS an advantage

·ITIL Foundation Certified

·Understanding of ITIL Service Management support processes

·Understanding of service level agreements and performance management.

·Client Services Managers must have excellent communication, interpersonal and customer service skills.

·The ability to interface with customers at all levels, including head of Radiology and head of IT

Advanced Technical skills on OS, DBA and DB Developer
Technical document writing
Internal applications: Vantive, dashboard
Awareness of potential business impact
Awareness of radiological workflow
Oracle Certified Associated (OCA)

The Benefits – Incident Support Specialist, PACS & RIS Healthcare IT Systems

In return for your endeavour, the successful applicant will benefit from ‘first class’ industry recognised training and a comprehensive remuneration package, including a competitive basic salary, bonus scheme, generous company car or car allowance scheme, contributory pension scheme and private health cover.

This vacancy is being advertised by TRS Consulting (UK) Limited. The services advertised by TRS Consulting (UK) Limited are those of an employment agency and / or employment business

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