Senior Director, Enterprise Application Support

ExactCare Pharmacy; United States; À distance; USD 160 000 - 230 000; Plein temps

Avantages offerts par ce poste

Medical/Dental/Vision

401(k)

Paid Time Off

Long-term disability

Short-term disability

Life Insurance

Flexible Spending

Résumé du poste

AnewHealth in the United States is seeking a Senior Director, Enterprise Application Support to lead the global enterprise application support program. You will define strategy, KPI, and automation to ensure high availability and optimal performance across core applications, partnering with Product, Engineering, and IT teams, while communicating with executive leaders.

This remote, full-time role requires 10+ years in IT with at least 5+ years in senior leadership overseeing enterprise-scale

Qualifications

• Bachelor’s degree in Computer Science, IT, or related field.
• 10+ years IT experience with 5+ years in leadership overseeing enterprise-scale app support.
• Healthcare IT experience with EMRs/EHRs is required.

Responsabilités

• Define the global operational strategy for enterprise application support.
• Monitor KPIs, ensure uptime and performance.
• Lead incident response and RCA activities for outages.
• Establish governance, SOPs, and knowledge management.
• Mentor a team of managers, engineers, and liaisons.
• Collaborate with End-Users, Product, and Engineering for smooth transitions.

Connaissances

ITIL Experience

JIRA/Confluence

Healthcare IT

Leadership

Analytics

Formation

Bachelor’s degree in CS/IT

Outils

JIRA

Confluence

Status Page

Description du poste

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 Senior Director, Enterprise Application Support provides strategic leadership, governance, and operational oversight for the enterprise application support ecosystem. This role ensures high availability, scalability, and optimal performance of all core applications to support continuous enterprise operations. The Sr. Director participates in ITIL-aligned incident and problem strategies to minimize business disruption and accelerate issue resolution. Serving as a key bridge between technical teams and executive leadership, this role leads cross-functional alignment with development, infrastructure, and business units. The Sr. Director establishes key performance indicators (KPIs) and automation frameworks to continuously modernize the application support function, operating with full autonomy to safeguard the technology environment.

Responsibilities

• Define and execute the global operational strategy for enterprise application support across all business units.
• Establish, monitor, and report on executive-level KPIs and operational metrics to guarantee platform uptime and performance.
• Participate in enterprise-wide incident response management for critical application outages.
• Participate in root cause analysis (RCA) and permanent problem‑remediation frameworks across the application landscape.
• Formulate governance frameworks, standard operating procedures, and comprehensive knowledge management strategies.
• Direct, mentor, and scale a high‑performing department of Enterprise Application Support managers, engineers, and liaisons.
• Collaborate with End-Users, Product and Engineering leaders to ensure customer satisfaction as well as assist with smooth transition of new software from deployment to steady-state operations.
• Champion automation, AI-driven operations (AIOps), and self-healing systems to reduce manual support intervention.
• Act as the primary liaison between enterprise application support operations and business executive stakeholders regarding application performance and roadmap alignment.
• Evaluate emerging support technologies, monitoring tools, and methodologies to continuously modernize enterprise capabilities.
• Embody AnewHealth’s Core Values in all communications and interactions.
• Other duties as assigned.

The above essential functions are representative of major duties of positions in this job classification. Specific duties and responsibilities may vary based upon departmental needs. Other duties may be assigned similar to the above consistent with knowledge, skills and abilities required for the job. Not all of the duties may be assigned to a position.

Qualifications

Education

Bachelor’s degree in Computer Science, Information Technology/Systems or Equivalent related field

Experience

• 10+ years of progressive IT experience, with at least 5+ years in a senior leadership role overseeing enterprise-scale application support or IT operations.
• 5-8 years of experience in a healthcare-based help desk or support environment required.
• Proficiency with healthcare software, terminologies, EMRs or EHRs.

Skills & Abilities

• Expertise in ITIL service management frameworks and ITSM platforms (e.g. Atlassian: JIRA, Confluence and/or Status Page).
• Strong analytical abilities, organizational skills, problem‑solving skills, and attention to detail.
• Exceptional communication skills with the ability to translate complex technical issues into strategic business impacts for executive audiences.
• Flexible and adaptable to change.
• Have an internal sense of drive, self‑motivation, a team player, action and results oriented.
• Ability to handle stress and prioritize multiple issues in a fast‑paced environment.
• Excited & motivated to learn new technologies and advance personal skillset.

Schedule

This is a full‑time position with an expectation to work an average of 40 hours per week and be available outside of normal business hours to meet customer expectations on an ad‑hoc basis. Schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed.

Travel

Travel may be required for special organization or department events, department team meetings, trade shows, conferences, and other client engagements. This is a remote position.

Benefits

• 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.

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.

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. The company enables better health and quality of life for patients while helping the healthcare organizations who support them improve key clinical and cost outcomes. Established in 2023 through the combination of ExactCare Pharmacy and Tabula Rasa HealthCare, AnewHealth provides a suite of solutions that includes comprehensive pharmacy services with national dispensing; proprietary science‑based technology to optimize medication therapy; full-service pharmacy benefit management; and specialized support services for PACE (Program of All‑Inclusive Care for the Elderly). Today, AnewHealth cares for more than 100,000 people nationwide through strong healthcare partnerships with risk‑bearing providers, primary and specialty care providers, kidney care and dialysis providers, home health organizations, and managed care plans.