Application Support Manager

Diplomat Pharmacy   •  

Henderson, TN

Industry: Pharmaceuticals & Biotech

  •  

Less than 5 years

Posted 47 days ago

Job Details

Description

Education/Experience:

Bachelor's Degree and three years of experience required; or in lieu of degree, high school diploma or GED and 9 years of experience in application support or application development. Experience as in a leadership role preferred.

Duties and Responsibilities include the following. Other duties may be assigned.

  1. Manages team of application support resources
  2. Provides technical direction, coaching, mentoring, and performance management for the application support team while ensuring a high level of customer support and timely ticket resolution
  3. Partners with Technical Leads and Technical directors to identify patterns, root causes, and trends within theapplication support space.
  4. Partners with Development teams to identify and train support team members on new features, enhancements and applications
  5. Participates as part of the application leadership team to help guide the overall application strategy and organization including application strategies, support strategies, vendor management strategies, technology strategies and employee engagement
  6. Prioritizes and communicates with business owners and users as needed.
  7. Proactively drive reduced ticket counts over time through continuous ticket trending and root cause analysis
  8. Facilitates bug triage and track issue cause, resolution and user acceptance seamlessly using bug/issue tracking tools as necessary
  9. Lead the creation of support solutions, automation, tools, & scripts to aid in quicker resolution & recovery from system issues.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Therequirements listed 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.

Supervisory Responsibilities:

Directly supervises employees in the Application Support department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Language Ability:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures. Ability towrite reports, business correspondence, and procedure manuals. Ability to effectively present information and respond toquestions from groups of managers, clients, customers, and the general public.

Math Ability:

Ability to comprehend and apply principles of basic math while analyzing data and generating reports.

Reasoning Ability:

Ability to apply principles of logical thinking to a wide range of intellectual and practical problems.

Computer Skills:

To perform this job successfully, an individual should have knowledge of Microsoft products.

Information Security Expectations:

While performing the duties of this job, the employee is required to abide by Diplomat’s information security policies, employee handbook and security and privacy regulatory requirements. Each employee is responsible for the secure and appropriate handling of Diplomat information, information received by customers, other companies and/or external parties.

Knowledge, Skills and Other Abilities:

  • Time management
  • Oral and written communication skills
  • Professionalism
  • Organization
  • Customer Service
  • Detailed
  • Multi-tasking skills
  • Ability to work well with various personalities and within a team
  • Participate in continuous quality improvement activities
  • Willingness to learn new technologies and know when to apply them
  • Can work effectively within a team environment and resolve conflict
  • Strong Oral and written communication skills including the ability to communicate effectively with non-technical users
  • Strong Customer Service skillset
  • Knowledge of ITIL processes and working within ticketing systems
  • Knowledge of software architecture

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals withdisabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to walk; sit and use hands. The employee is occasionally required to stand.

Equal Employment Opportunity and Affirmative Action: Diplomat provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Diplomat complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Acknowledgment:

This job description has been designed to indicate the general nature and level of work performed by employeeswithin this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this role.

APPLI07097