Applications Support Manager in Brentwood, TN at Compassus

Date Posted: 4/3/2018

Job Snapshot

Job Description



Current Compassus Colleagues: Please apply via Workday.

The Applications Support Manager is responsible for modeling our Company Values of Compassion, Integrity, and Excellence, and for promoting the Compassus culture, using the Six Pillars of Success as the foundation. S/he is responsible for upholding the Code of Ethical Conduct and for promoting positive working relationships within the Program, between the Program and other Company departments, and between the Program and all external stakeholders.

The Applications Support Manager is responsible for managing the IT Level 2 Application Support Team and in coordination with the Hardware Support Manager in managing the IT Help Desk. S/he is responsible for monitoring and managing ticket volumes, ensuring tickets are prioritized and acted upon in accordance with defined SLAs and providing technical expertise and leadership to escalated issues to ensure they are resolved appropriately.


The Application Support Manager is an IT professional with strong organizational skills and the ability to work independently and provide exemplary service in a fast paced environment. Primary technical area of responsibility is to provide leadership and management of team members in support of software applications.  Examples include EMRs (HCHB, Cerner, CareVoyant), office productivity programs (MS Office, Lync) and any/all other software applications used by Compassus to accomplish business operations.


PRINCIPAL ACCOUNTABILITIES

  • Maintains and encourages a work environment that focuses on positive attitudes, fairness, diligence and attention to detail. Demonstrates these attributes daily and coaches team performance.
  • Manages IT Level 2 Support – Applications team members. Mentors new team members.
  • Ensures first line supervisor tasks such as approving time, performance evaluations, daily management of colleagues and needed disciplinary actions are maintained and completed in appropriate timeframes
  • Manages the Compassus IT Service Management (ITSM) application to ensure all issues are fully documented with incident details and that incidents and service catalog requests are acted upon within defined SLAs.
  • Acts as first point of escalation on all application related issues. Resolves situation or continues to escalate as appropriate. Ensures IT leadership is advised and notified per Escalation Matrix
  • Ensures all area related SLAs on issue first contact and resolution are met.  Reports metrics as requested.
  • Proactively monitors trends and recommends/implements solutions to prevent enterprise-level issues.
  • Maintains and tracks contracts and expiration dates for all software related service contracts. Works with management to renew contracts as appropriate
  • Oversees small and intermediate projects.
  • Coordinates scheduling of L2 Applications staff to ensure appropriate coverage of Help Desk ITSM queues during business hours.
  • Ensure help desk personnel are fully trained on job duties. Manages and implements training to meet future needs.
  • Coordinates with Manager - Hardware Support to ensure On-Call coverage is maintained and distributed equitably.
  • With assistance/direction from Director of Support & Infrastructure, assumes additional duties of Manager - Hardware Support in the event of short/long-term absence.
  • With assistance/direction from the Chief Information Officer, assumes additional duties of Director, Support & Infrastructure in the event of short/long-term absence
  • Creates and reviews user documentation. Writes and maintains training manuals.
  • Helps coordinate testing of enhancements provided by software vendors.
  • Communicate helpdesk needs to IT organization leaders.
  • Adheres to and promotes IT policies and procedures.
  • Performs other duties as assigned.

KNOWLEDGE AND SKILLS   To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Education and/or Experience

  • Bachelor's degree or equivalent in related field or three to five years related experience.
  • Experience with hospice and/or home health focused EMR such as HCHB or Cerner.
  • Experience leading a Tier 2 Helpdesk team.
  • Experience in the healthcare IT environment, hospice focus preferred.
  • Demonstrated ability to learn new software applications quickly.
  • Knowledge of application support, end user support in vendor applications is preferred.

Mathematical Skills

  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, decimals, and percentages.

Language Skills

  • Strong written and verbal communications.
  • Ability to read, write, and speak English fluently.
  • Ability to document as required by regulations and policy.
  • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
  • Ability to successfully write reports and business correspondence.
  • Ability to effectively present information and respond to questions from Colleagues.
  • Ability to define problems, understand and collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in a variety of forms and deal with several abstract and concrete variables.

Reasoning Ability

  • Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists Knowledge of application support
  • Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills

  • Proficiency in Cerner, Desktop, Microsoft Office, LAN and WAN environments.
  • Knowledge of application support

Certifications, Licenses and Registrations

  • Must have a valid driver’s license and auto liability insurance.

Other Skills and Abilities

  • Maintains a professional demeanor and appearance.
  • Ability to work a flexible schedule including on-call and some nights and weekends
  • Must be able to travel.
  • Ability to maintain confidentiality of information, such as patient and Company files in accordance with HIPAA regulations and company policy.

PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by a colleague to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


While performing the duties of this Job, the colleague is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The colleague is frequently required to walk. The colleague is occasionally required to stand. The colleague must frequently lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, peripheral vision, depth perception and ability to adjust focus.


WORK ENVIRONMENT The work environment characteristics described here are representative of those a colleague encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


The noise level in the work environment is usually quiet.

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