As the Application Support Lead, you will lead a team providing day-to-day support and maintenance of client applications.
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Job Description
We are looking for an Application Support Lead to lead a team providing day-to-day support and maintenance of client applications. This position will be full-time and remote.
What You'll Do
Lead a team providing day-to-day support and maintenance of client applicationsRespond to incidents and service requests within the established SLA's, through the designated ticketing systemPerform regular maintenance and upgrades, which may need to be conducted after hoursEngage with application vendors to escalate issues or coordinate patches and upgradesPerform day-to-day support activities and lead both on-shore and off-shore resourcesUnderstand work tasks at a technical level and interface between the team and client, in both the IT and business areasCommunicate work task priorities and deadlines to the team, ensuring alignment with SLAsMotivate team members and assess performanceEnsure that work tasks are delivered on time, within SLA, and to the expectations of IT sponsors and business stakeholdersProvide encouragement to team members, including communicating team goals and identifying areas for new training or skill checksAssist management with hiring processes and new team member trainingAnswer team member questions, help with team member problems, and oversee team member work for quality and guideline complianceMaintain and upgrade client applicationsDaily monitor processes and performance of applicationsRespond to and resolve incidents with applications and systemsAssist with the implementation of software enhancements and system upgradesProvide technical support for software-related issues to business usersWork with Infrastructure teams on database and networking updates which could affect applicationsWork with the CISO team to ensure security standards are maintained and addressedWork closely with client IT employees and team members to ensure systems are properly maintained and business priorities are metWork with Vendors to troubleshoot and address issues with applicationsUse ITIL tools and processes to conform with the standards of the client for change and incident managementDocument existing architecture, support procedures, and project artifactsMentor and support other team members on compliance processes, technical procedures, and systemsWilling to learn other applications and processesApply automation where possibleEngage with application vendors to resolve issues and address user questions/concernsCommunicate effectively with client team members to ensure they are updated on progress and resolve their issuesCreate and maintain SOPs for PMS known issuesCoordinate with the infrastructure team to ensure backups are performed and validated regularlyWhat You'll Need
Required:
Bachelor's degree or higher in a Computer science or related field5+ years' experience supporting IT applications, preferably in the veterinary care industryExperience working with Applications and supporting production issues and project workExperience with desktop tools, and applicationsProven ability to work with a vendor regarding support issues, enhancements, and upgradesExperience leading meetings of employees at all levels, including work task statusPreferred:
Outstanding organizational and leadership skills, with an ability to drive work to completion and escalate when necessaryPrior experience leading an application support team in an SLA based environmentKnowledge of Veterinary care patient management systems such as Avimark, Cornerstone, Impromed, Evetpractice and EZVetFamiliarity with Microsoft productsUnderstanding of Cloud systems and Software as a ServiceExperience with SQL and database managementPrevious Healthcare or Veterinary care experienceFamiliar with ITIL concepts and toolsFamiliar with Waterfall and Agile SDLC methodologies and toolsGood analytical skillsStrong written and verbal communication skillsWell organized with the ability to manage multiple prioritiesSolid interpersonal skills, ability to work on a teamsPhysical Demands
Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards.Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitorReasonable Accommodation Statement
If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to [email protected] or (888) 824 – 8111.
Equal Employment Opportunity Policy Statement
It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.
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