Application Support Lead

1 week ago

Tallahassee, Florida, United States CAI Full time
Job Title: Application Support Lead

We are seeking an experienced Application Support Lead to join our team at CAI. As a key member of our IT department, you will be responsible for leading a team of application support specialists in providing day-to-day support and maintenance of client applications.

Key Responsibilities:
  • Lead a team of application support specialists in providing day-to-day support and maintenance of client applications
  • Respond to incidents and service requests within established SLAs 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
Requirements:
  • 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 Qualifications:
  • 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
  • Drive a positive collaborative 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 team

CAI is an equal opportunity employer and welcomes applications from diverse candidates. 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 or (888).

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