Application Support Lead
: Job Details :

As the Application Support Lead, you will lead a team providing day-to-day support and maintenance of client applications. This position will be full-time and remote.

All potential applicants are encouraged to scroll through and read the complete job description before applying.

What You'll Do

Lead a team providing day-to-day support and maintenance of client applications

Respond to incidents and service requests within the established SLA's, through the designated ticketing system

Perform regular maintenance and upgrades, which may need to be conducted after hours

Engage with application vendors to escalate issues or coordinate patches and upgrades

Perform day-to-day support activities and lead both on-shore and off-shore resources

Understand work tasks at a technical level and interface between the team and client, in both the IT and business areas

Communicate work task priorities and deadlines to the team, ensuring alignment with SLAs

Motivate team members and assess performance

Ensure that work tasks are delivered on time, within SLA, and to the expectations of IT sponsors and business stakeholders

Provide encouragement to team members, including communicating team goals and identifying areas for new training or skill checks

Assist management with hiring processes and new team member training

Answer team member questions, help with team member problems, and oversee team member work for quality and guideline compliance

Maintain and upgrade client applications

Daily monitor processes and performance of applications

Respond to and resolve incidents with applications and systems

Assist with the implementation of software enhancements and system upgrades

Provide technical support for software-related issues to business users

Work with Infrastructure teams on database and networking updates which could affect applications

Work with the CISO team to ensure security standards are maintained and addressed

Work closely with client IT employees and team members to ensure systems are properly maintained and business priorities are met

Work with Vendors to troubleshoot and address issues with applications

Use ITIL tools and processes to conform with the standards of the client for change and incident management

Document existing architecture, support procedures, and project artifacts

Mentor and support other team members on compliance processes, technical procedures, and systems

Willing to learn other applications and processes

Apply automation where possible

Engage with application vendors to resolve issues and address user questions/concerns

Communicate effectively with client team members to ensure they are updated on progress and resolve their issues

Create and maintain SOPs for PMS known issues

Coordinate with the infrastructure team to ensure backups are performed and validated regularly

What You'll Need

Required:

Bachelor's degree or higher in a Computer science or related field

5+ years' experience supporting IT applications, preferably in the veterinary care industry

Experience working with Applications and supporting production issues and project work

Experience with desktop tools, and applications

Proven ability to work with a vendor regarding support issues, enhancements, and upgrades

Experience leading meetings of employees at all levels, including work task status

Preferred:

Outstanding organizational and leadership skills, with an ability to drive work to completion and escalate when necessary

Prior experience leading an application support team in an SLA based environment

Knowledge of Veterinary care patient management systems such as Avimark, Cornerstone, Impromed, Evetpractice and EZVet

Familiarity with Microsoft products

Understanding of Cloud systems and Software as a Service

Experience with SQL and database management

Previous Healthcare or Veterinary care experience

Familiar with ITIL concepts and tools

Familiar with Waterfall and Agile SDLC methodologies and tools

Good analytical skills

Strong written and verbal communication skills

Well organized with the ability to manage multiple priorities

Solid interpersonal skills, ability to work on a teams

Physical 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 monitor.

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