We are pleased to offer an excellent opportunity for an experienced and motivated individual to join the NEP System Support Team as a Systems Support Officer.
The successful candidate will play a key role in delivering high-quality system support to NEP Consortium organisations. This includes managing and resolving service desk requests, supporting system developments and enhancements, and mentoring Systems Support Assistants. The postholder will be expected to provide guidance on system functionality and business processes, including Procure to Pay (P2P), Order to Cash (O2C), and Accounting to Reoprting (A2R), whilst specialising in a core area of process expertise.
NEP is hosted by Northumbria Healthcare NHS Foundation Trust, recognised as the top acute and community trust in England (NHS Staff Survey 2022), and is committed to innovation, inclusion and continuous improvement.
If you are enthusiastic, solutions-focused, and committed to supporting NHS organisations through digital innovation and shared services, we would welcome your application.
As a Systems Support Officer, you will play a vital role in ensuring a responsive and professional service is delivered through our NEP Service Desk. Working closely with colleagues, you will be responsible for investigating, managing and resolving user requests in accordance with agreed Service Level Agreements (SLAs), while maintaining the highest standards of data security and customer service.
You will contribute to a shared Service Desk, operating between 08:00 and 18:00 Monday to Thursday, and 08:00 to 17:00 on Fridays. You will work on a rostered basis across these hours, providing front-line support to a diverse user base. This role follows a hybrid working pattern, with a minimum of 60% of the working week spent in the office, and occasional out-of-hours testing is required to support planned system changes.
In addition to call resolution, you will provide mentorship to Systems Support Assistants and wider team members to ensure that support activity is consistent, efficient and in line with NEP’s commitment to service excellence.
NEP is hosted by Northumbria Healthcare NHS Foundation Trust and is the largest NHS Consortium in England. NEP provides a cutting-edge, fully integrated finance and procurement solution tailored specifically for NHS organisations, configured on Oracle Cloud ERP.
Through collaboration and shared learning, we empower our members to optimise resources, meet evolving directives, driving improve outcomes for patients.
At NEP, we foster a culture of inclusion, collaboration and continuous improvement. Staff are supported to grow professionally through mentorship, development programmes and opportunities to work on innovative projects. Our hybrid-working model supports a healthy work-life balance while maintaining strong team connectivity and service delivery.
You will join a motivated and knowledgeable team, where your input is genuinely valued. We are proud of our collaborative ethos and our shared commitment to supporting front-line NHS services through reliable digital infrastructure.
For further details / informal visits contact: Name: Sophie Clarke Job title: Service Delivery Lead Email address: info@nepssg.nhs.uk
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