Lead, Enterprise Application Support

ExactCare Pharmacy; Kansas City, Northern (MO, KY); Hybrid; USD 90,000 - 125,000; Full time

Benefits offered by this job

Medical/dental/vision

Flexible spending account

Company-paid life insurance

Short-term disability

401(k)

Paid time off

Paid holidays

Job summary

AnewHealth is a leading pharmacy care management company delivering comprehensive pharmacy services and IT-enabled support across the U.S. We seek a Lead of Application Support to manage helpdesk functions for enterprise applications, escalate issues, and drive improvements in workflows and policies.

You will mentor a team and collaborate with IT infrastructure and vendor partners while maintaining data integrity and compliance.

Qualifications

• Bachelor's degree in computer science, information systems, or equivalent.
• 5+ years in healthcare-based help desk, call center, or similar environment.
• 2+ years in a supervisory role.

Responsibilities

• Coordinate daily operational support for Enterprise Applications and act as escalation point for critical incidents.
• Lead incident mitigation to minimize downtime in high-stakes areas.
• Analyze workflows to diagnose and resolve systemic application issues.
• Mentor and guide a team of application analysts and support liaisons.
• Track support metrics and report incident trends to leadership.

Skills

Analytical abilities

Organizational skills

Problem-solving

Attention to detail

Healthcare software terminology

Windows 7/10 & Office 365

JIRA

Confluence

Clear communication

Documentation

Independent & team work

Education

Bachelor's degree in computer science / information systems or equivalent

Tools

JIRA

Confluence

Job description

Lead, Enterprise Application Support page is loaded## Lead, Enterprise Application Supportlocations: OH - Remotetime type: Full timeposted on: Posted 2 Days Agojob requisition id: R-108969**AnewHealth is one of the nation's leading pharmacy care management companies that specializes in caring for people with the most complex, chronic needs - wherever they call home. We enable better outcomes for patients and the healthcare organizations who support them. Established in 2023 through the combination of ExactCare and Tabula Rasa HealthCare, we provide a suite of solutions that includes comprehensive pharmacy services; full-service pharmacy benefit management; and specialized support services for Program of All-Inclusive Care for the Elderly. With over 1,400 team members, we care for more than 100,000 people across all 50 states.****Job Details**The Lead of Application Support, is a user-facing role and responsible for directly managing helpdesk functions of the application support staff, performing issue escalation, incident management, and key reporting for senior leadership. The Lead position is focused on driving issue resolution, reducing resolution times across key service lines, and ensuring that team members have adequate resources to solve issues accurately at the first point of interaction with customers. As a trusted advisor to Application Support leadership, the Lead will be empowered to recommend improvements to workflow, process, or policies as it relates to IT Service Management objectives. The Lead may also be leveraged in a technical capacity to provide direct resolution or triage of incoming issues.**Responsibilities****Primary Functions: 70% of Time*** Coordinate daily operational support for Enterprise Applications* Act as the escalation point for critical patient-care application incidents and system outages.* Facilitate swift incident mitigation to minimize downtime in high-stakes areas.* Analyze workflows to identify, diagnose, and resolve systemic application software problems.* Partner with technical teams to execute thorough root cause analysis for recurring issues.* Review data entry workflows to maintain strict compliance and patient data integrity.* Formulate standardized support documentation, build policies, and comprehensive user troubleshooting guides.* Lead application verification testing during system upgrades, security patches, and scheduled maintenance windows.**Strategic Leadership & Vendor Management: 20% of Time*** Mentor, train, and guide a specialized team of application analysts and support liaisons.* Serve as the primary liaison between frontline staff and enterprise IT infrastructure teams.* Manage operational relationships with software vendors to track service level agreement compliance.* Assist in evaluating new software modules, system enhancements, and hardware deployment options.* Help monitor the applications budget, including tracking software licensing and support contract renewals.**Continuous Improvement & Training: 10% of Time*** Identify opportunities to automate routine system tasks and streamline user support workflows.* Design and deliver continuous education programs for super-users regarding software updates.* Track and report on daily support metrics, incident volumes, and resolution time trends.**Education*** Preferred: Bachelors degree in computer science, information systems, or equivalent**Experience*** 5+ year of experience in a healthcare-based help desk, call center, or equivalent environment required* 2+ year of experience in a supervisory role**Skills & Abilities*** Strong analytical abilities, organizational skills, problem-solving skills, and attention to detail.* Demonstrated experience with healthcare software terminology.* Proficiency with Windows 7/10 and Microsoft Office 365.* Experience with JIRA and/or Confluence.* Ability to communicate clearly via email, telephone, or instant message.* Ability to create/update supporting documentation.* Ability to work independently in a self-directed manner and collaboratively as a team member.* Demonstrated ability to work with non-technical personnel.* Ability to handle stress and prioritize multiple issues in a fast-paced environment and under tight project deadlinesThis is a remote position.*AnewHealth offers a comprehensive benefit package for full-time employees that includes medical/dental/vision, flexible spending, company-paid life insurance and short-term disability as well as voluntary benefits, 401(k), Paid Time Off and paid holidays. Medical, dental and vision coverage are effective 1st of the month following date of hire**.***AnewHealth provides equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, genetic information, or veteran status, or other legally protected classification in the state in which a person is seeking employment. Applicants are encouraged to confidentially self-identify when applying. Local applicants are encouraged to apply. We maintain a drug-free work environment. Applicants must be eligible to work in this country.**AnewHealth and its affiliated companies are equal opportunity employers. We celebrate diversity and are committed to fostering an inclusive environment for all employees.Share your information with us, and we can reach out to you when something becomes available! Just click **Introduce Yourself** below or in the top-right corner of the page.