Lead, Enterprise Application Support

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Oversee daily operational support for Enterprise Applications.

• Serve as the escalation point for critical incidents and system outages related to patient-care applications.

• Ensure rapid incident resolution to reduce downtime in high-pressure areas.

• Evaluate workflows to identify, diagnose, and rectify systemic software issues.

• Collaborate with technical teams to perform comprehensive root cause analyses for recurring problems.

• Assess data entry workflows to uphold strict compliance and safeguard patient data integrity.

• Develop standardized support documentation, establish policies, and create detailed user troubleshooting guides.

• Lead application verification testing during system upgrades, security updates, and scheduled maintenance periods.

• Mentor, train, and guide a dedicated team of application analysts and support liaisons.

• Act as the main liaison between frontline staff and enterprise IT infrastructure teams.

• Manage operational relationships with software vendors to ensure adherence to service level agreements.

• Assist in the assessment of new software modules, system improvements, and hardware deployment options.

• Help oversee the applications budget, including monitoring software licensing and support contract renewals.

• Identify opportunities to automate routine system tasks and optimize user support workflows.

• Design and implement continuous education programs for super-users regarding software updates.

• Monitor and report on daily support metrics, incident volumes, and trends in resolution times.

⛳️ Requirements

• Over 5 years of experience in a healthcare-focused help desk, call center, or similar environment.

• More than 2 years of experience in a supervisory capacity.

• Strong analytical, organizational, and problem-solving skills, with a keen attention to detail.

• Proven experience with healthcare software terminology.

• Proficient in Windows 7/10 and Microsoft Office 365.

• Familiarity with JIRA and/or Confluence.

• Capable of communicating effectively via email, phone, or instant messaging.

• Skilled in creating and updating supporting documentation.

• Ability to work independently in a self-directed manner and collaboratively as part of a team.

• Proven ability to engage with non-technical personnel.

• Capacity to manage stress and prioritize multiple tasks in a fast-paced environment with tight deadlines.

• Applicants must have eligibility to work in this country.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Flexible spending accounts.

• Company-paid life insurance.

• Company-paid short-term disability insurance.

• Optional benefits available.

• 401(k) retirement plan.

• Paid Time Off (PTO).

• Paid holidays.