Position Summary At PPi, we strive to create innovative software solutions that improve our clients' businesses.
As the Application Support Manager, you will play a key role in helping us achieve this goal.
This position provides technical assistance and support for Client questions and issues related to our primary product, Care Compass and for our Provider Portal.
This position oversees building a knowledge base for use by all teams and works with all levels of company and Client personnel to find resolutions to complex problems.
This position provides leadership, direction, and support to the application support team.
Essential Functions and Responsibilities Application Support: Oversee the daily support activities for critical applications, ensuring timely resolution of incidents and service requests.
Act as the primary point of contact for major incidents, providing escalation support and coordinating with other teams as needed.
Assign and manage support tasks and priorities, ensuring that team members meet service level agreements (SLAs) and performance metrics.
Enable teammates to diagnose and resolve Client problems and educate users on problem resolutions in a prompt, courteous, and professional manner.
Prioritize software support log(s) and engage appropriate internal resources to resolve technical issues and update our Client on progress toward resolution.
Team Leadership and Mentoring: Manage and mentor a team of data analysts, developers, and application support analysts, fostering a collaborative and innovative team environment.
Conduct regular performance reviews, provide feedback, and identify opportunities for professional development and growth.
Promote open communication and collaboration among team members.
Encourage knowledge sharing and teamwork.
Help the team prioritize their tasks based on business value and customer needs.
Hire new team members.
Incident and Problem Management: Manage and resolve complex application issues, including performance problems, errors and outages.
Conduct root cause analysis for recurring problems and implement solutions to prevent future occurrences.
System Monitoring and Performance: Monitor SQL Server instances to identify performance bottlenecks, slow queries, and other issues affecting database efficiency.
Documentation and Reporting: Maintain comprehensive documentation for application support processes, procedures, and troubleshooting guides.
Prepare and present regular reports on application performance, support activities, and incident metrics to management.
Facilitate Daily Stand Up meetings with PPi leadership to review and address Client issues and tickets.
Run reporting for Client ticket numbers for weekly meetings as requested; facilitate and/or participate in daily or weekly Client Help Desk meetings.
Collaboration and Communication: Work closely with development, implementation, product management, and IT teams to understand application requirements and resolve issues.
Communicate effectively with stakeholders to provide updates on support activities and incident resolutions.
Additional Functions and Responsibilities: Perform Jira administration as needed.
Required Skills and Abilities 5+ years of experience in Application Support.
Bachelor's degree in computer science, related discipline or equivalent combined education and experience.
Experience working with SQL, extracting data out of large and complex databases, working directly with Health Plan quality system, and using Software Development ticketing systems, such as Jira.
Demonstrated leadership competencies including team building, self-confidence, results orientation and interpersonal skills.
Strong understanding of software development methodologies (e.g., Agile, Scrum).
Highly motivated and able to work independently with little supervision.
Adeptness to learn new assignments, technologies and applications quickly and manage multiple assignments simultaneously.
Excellent communication and interpersonal skills, with the ability to articulate complex concepts to diverse audiences.
Strong analytical and problem-solving skills with the ability to make data-driven decisions.
Preferred Skills and Abilities Experience working with Health Care EMR and/or EHR systems.
Previous experience with .Net programming languages (VB.NET, C#).
Job Type: Full-time Benefits: 401(k) Dental insurance Health insurance Life insurance Paid time off Vision insurance Schedule: Monday to Friday Location: Verona, WI (Required) Work Location: Remote #J-18808-Ljbffr
