Lead, Enterprise Application Support
Posted 19ds ago
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Job Description
Lead enterprise application support for AnewHealth’s pharmacy care management services. Manage incidents, vendors, workflows, testing, and application support teams.
Responsibilities:
- Coordinate daily operational support for Enterprise Applications
- Act as the escalation point for critical patient-care application incidents and system outages
- Facilitate swift incident mitigation to minimize downtime in high-stakes areas
- Analyze workflows to identify, diagnose, and resolve systemic application software problems
- Partner with technical teams to execute thorough root cause analysis for recurring issues
- Review data entry workflows to maintain strict compliance and patient data integrity
- Formulate standardized support documentation, build policies, and comprehensive user troubleshooting guides
- Lead application verification testing during system upgrades, security patches, and scheduled maintenance windows
- Mentor, train, and guide a specialized team of application analysts and support liaisons
- Serve as the primary liaison between frontline staff and enterprise IT infrastructure teams
- Manage operational relationships with software vendors to track service level agreement compliance
- Assist in evaluating new software modules, system enhancements, and hardware deployment options
- Help monitor the applications budget, including tracking software licensing and support contract renewals
- Identify opportunities to automate routine system tasks and streamline user support workflows
- Design and deliver continuous education programs for super-users regarding software updates
- Track and report on daily support metrics, incident volumes, and resolution time trends
Requirements:
- 5+ years of experience in a healthcare-based help desk, call center, or equivalent environment
- 2+ years of experience in a supervisory role
- Strong analytical abilities, organizational skills, problem-solving skills, and attention to detail
- Demonstrated experience with healthcare software terminology
- Proficiency with Windows 7/10 and Microsoft Office 365
- Experience with JIRA and/or Confluence
- Ability to communicate clearly via email, telephone, or instant message
- Ability to create/update supporting documentation
- Ability to work independently in a self-directed manner and collaboratively as a team member
- Demonstrated ability to work with non-technical personnel
- Ability to handle stress and prioritize multiple issues in a fast-paced environment and under tight project deadlines
- Applicants must be eligible to work in this country
Benefits:
- Medical, dental, and vision coverage
- Flexible spending
- Company-paid life insurance
- Company-paid short-term disability
- Voluntary benefits
- 401(k)
- Paid Time Off
- Paid holidays
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