EVERSANA

  • Application Support Manager

    Job Locations US-OH-Mason
    Job ID
    2019-4490
    # of Openings
    1
    Category
    Information Technology
  • Overview

     

    OUR CULTURAL BELIEFS

    Patient Minded I act with the patient’s best interest in mind.

    Client Delight I own every client experience and its impact on results.

    Take Action I am empowered and empower others to act now.

    Grow Talent I own my development and invest in the development of others. 

    Win Together I passionately connect with anyone, anywhere, anytime to achieve results.

    Communication Matters I speak up to create transparent, thoughtful and timely dialogue.

    Own It I hold myself and others accountable for results.

    THE POSITION:

     

    The EVERSANA Patient Services (PS) IT department has identified a need to hire an application support manager.  PS is in growth mode and is adding a number of customer programs and features.  We are also undertaking several initiatives to build a future state platform as well as address accumulated technical debt in our current platform. 

     

    Currently, PS IT does not have a formal support or “run” team.  When production incidents occur, they are addressed by the development team.  This is resulting in project delays and employees being overworked.  Additionally, EVERSANA is deploying the market leading ServiceNow™ product to enforce ITIL and ITSM (IT Service Management) practices and processes.  To fully realize the benefits of this tool, PS IT needs a dedicated Application support manager.  Application Support Manager leads a team responsible for the Support and operations of CRM platforms built on Microsoft Dynamics, SFDC Health Cloud, .Net, Java Spring boot microservices and business objects technologies. The Application Support Manager will collaborate with stakeholders across the business unit.

     

     

    Finally, PS IT wants to augment its staff by using offshore partners.  These partners may be EVERSANA-India employees or suppliers with offshore capabilities.  The person taking this role will be supervising 10-15 people, consisting of partners and employees.

     

    Responsibilities

    ESSENTIAL DUTIES AND RESPONSIBILITIES:
    Our people leaders are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by:

    • Transition production support to offshore partner: PS IT needs to pick an offshore partner to assist with support. This may be a single partner, but more likely will be a combination of partners and EVERSANA-India employees located in Pune, India. 
    • Implement standard ITIL  production support processes (tiered support, ticketing, etc.). PS IT has several interim processes in place for the ITIL processes for Request and Incident.  In conjunction with EVERSANA’s rollout of ServiceNow, the person taking this role needs to formalize these processes.
    • The person taking this role needs to establish and track support metrics.
    • EVERSANA has deployed several monitoring tools; AppDynamics, Pingdom and Solar Winds.  The person taking this role needs to expand the use of these tools.
    • Small enhancements. There is a desire for the Application Support team to also implement small enhancements (less than 40 hours of work) once support processes have stabilized. 
    • Primary Business Partners will be call center operations and quality/regulatory
    • All other duties as assigned

     

    EXPECTIONS OF THE JOB:

    • Some travel, primarily between St. Louis and Cincinnati required; 3-4 days per month. An annual trip to India may be needed.     

     

    The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position. An individual in this position must be able to successfully perform the expectations listed above.

     

    Qualifications

    MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

    The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.

    • Experience working with offshore delivery
    • Technology skills: Java, .net, MS SQL required.  MS Dynamics and Salesforce desired but not required.  Use of monitoring tools.
    • People management experience
    • Working in a regulated environment, particular healthcare is helpful but not required
    • Strong relationship-building, organizational and leadership abilities.
    • Strong business results orientation to understand business needs and deliver value and high-quality results.
    • Strong analytical capabilities and experience or capacity to quickly grasp business concepts.
    • Strong negotiating and problem-solving skills.
    • Strong capacity to build and work with teams and collaborate across functions and breakdown silos.
    • Excellent verbal and written communication and presentation capabilities to convey information to diverse audiences in a way that is easily understood and actionable.
    • Experience at working both independently and collaboratively.
    • Serves as an interface between application support teams, application build teams, business partners, project managers and IT leadership.
    • Leads and manages build to run transition of projects along with needed system documentation.
    • Work closely with Software Engineers to organize the underlying architecture and defines programming standards.
    • Serve as technical advisor to management when needed to provide technical perspective of an issue.
    • Proactively identify issues so they can be resolved before work flow is affected.
    • Ensure uptime according to SLAs for all business-critical features in CRM and Portal platforms.
    • Implement industry standard best practices and approaches in areas of application development and production support
    • Provide day to day management of application support teams which includes employees and contractors.
    • Develop policies and procedures to govern application support functions, such as problem management, change management, and security.
    • Assist in development of Service Level Agreements to establish incident resolution expectations and timeframes.
    • Maintain and manage vendor relationships, conduct QBRs and coordinate audits.
    • Provide training, coaching and mentoring to team members.
    • Manage administrative tasks in relation to team members (time card approvals, Personal/Vacation requests, budget requests).
    • Carry out supervisory responsibilities in accordance with company policies and applicable laws.
    • Interview, hire and train employees and contractors.
    • Engineering: Change Management: Responsible for coordinating communications and scheduling to all affected parties when technology changes are to be made. 
    • Ensure that software changes are implemented with minimal to no negative business impacts.
    • Other tasks and projects as assigned.
    • Must be a proven people leader who demonstrates strong leadership skills and an ability to partner well with others in a collaborative, matrixed team environment
    • Must be passionate about delivering an exceptional customer experience and demonstrate an ability to solve business and technical challenges with the customer in mind.
    • Experience with managing multiple teams or a team of at least 5-10 engineers.
    • Skilled at process design, measurement and continuous improvement
    • Strong problem-solving skills and experience performing cause and effect analysis
    • Project management experience is a plus
    • Must be well-organized and able to work on and manage multiple concurrent projects
    • Facilitate a strong team environment; support and guide staff in goal setting, career path planning and skills development.
    • Excellent written and verbal communication skills.

    PREFERRED QUALIFICATIONS:

    • Bachelor's degree in Business or Information Technology or like specialty strongly desired.
    • Experience in commercial software development
    • Knowledge of the healthcare industry; particularly specialty pharmaceutical and privacy regulations (HIPAA)

     

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