Application Support Lead

1 day ago

Providence, Rhode Island, United States CAI Full time
Job Summary

We are seeking an experienced Application Support Lead to lead a team providing day-to-day support and maintenance of client applications. The successful candidate will have a strong background in IT application support, preferably in the veterinary care industry.

Key Responsibilities
  • Lead a team 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 teams
Physical Demands

The 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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