R3717Employment TypeFull timeWorksite FlexibilityRemoteJob SummaryAs the Application Support Lead, you will lead a team providing day-to-day support and maintenance of client applications.Job DescriptionWe are looking for an Application Support Lead to lead a team providing day-to-day support and maintenance of client applications. This position will be full-time and remote .What You’ll Do
Lead a team providing day-to-day support and maintenance of client applications
Respond to incidents and service requests within the established SLA’s, 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
What You'll NeedRequired:
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
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:
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
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
#LI-AS1Reasonable Accommodation StatementIf 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 application.accommodations@cai.io or (888) 824 – 8111.Equal Employment Opportunity Policy StatementIt is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.
