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Application Support Team Manager

Commonwealth of Massachusetts

Education
Benefits
Qualifications
Special Commitments

Application Support Team Manager - (23000DFA)

Description

About the Organization:

The Executive Office of Health and Human Services is the largest secretariat in state government and is comprised of 11 agencies and the MassHealth program. Our efforts are focused on the health, resilience, and independence of the one in three residents of the Commonwealth we serve. Our public health programs touch every community in the Commonwealth. The EOHHS services directly touch the lives of slightly more than 1 in 3 residents in the Commonwealth — some of our most vulnerable children, youth, adults, and elders. HHS provides access to medical and behavioral health care, substance misuse treatment, long term services and support, and nutritional and financial benefits to those with low incomes. We connect elders and individuals with disabilities with employment opportunities, housing, and supportive services. We steer troubled youth towards a more successful path and do everything possible to keep children in our child welfare system safe. We support individuals who are developmentally disabled, mentally ill, blind, deaf or hard of hearing.

About the Role:

EOHHS is seeking to hire an experienced Application Support Team (AST) Manager to work with and direct our Department of Mental Health (DMH) and Department of Public Health Hospitals (DPHH) application support resources. These resources are responsible for the on-going monitoring, maintenance, and support of the new DMH/DPHH Electronic Health Record solution, and other applications used by the agencies. 

The AST Manager will be responsible for the day-to-day operations of the application support resources who are responsible for responding to application specific issues, monitoring day to day operations, and coordinating application specific environment configurations and changes. The AST Manager will be responsible for ensuring that our application support team provide high quality support to our customers. This role will also be responsible for ensuring that we meet SLAs for response times and resolution times including coordinating issue resolution with vendors and partners that supply and support systems and solutions to our customers. In addition, the AST Manager will also be responsible for working with our Development and Project Management teams to ensure that new releases of our software are properly tested and that customer issues are resolved in a timely manner.

The primary work location for this role will be 25 Staniford Street, Boston Massachusetts 02114. The work schedule for this position is Monday thru Friday, 9:00AM to 5:00PM EST. This role is expected to participate in after-hours support and on-call rotations.

This position would be expected to follow a hybrid model of reporting to work that combines in-office workdays and work from home days as needed.

Duties and Responsibilities:

  • Serve as the primary point of contact for all application support inquiries, managing and responding to customer tickets in a timely and professional manner.
  • Work closely with vendors, customers, developers, and other stakeholders to identify root cause of issues and recommend solutions that improve customer satisfaction and reduce time to resolution.
  • Oversee the daily operations of the application support team, including ticket assignment, shift coverage, and performance management.
  • Act as leader providing guidance to business including escalation management, communication, and domain expertise.
  • Train and onboard new team members, providing ongoing mentorship and guidance as needed.
  • Develop and implement processes and procedures to streamline workflows, optimize efficiency and promote automation.
  • Conduct regular audits of systems and data to identify potential areas of improvement.
  • Generate reports on team performance and customer satisfaction for upper management.
  • Stay up to date on industry trends and best practices, sharing knowledge with team members as appropriate.
  • Escalate critical issues to appropriate parties in a timely manner.
  • Serve as a subject matter expert on assigned applications to provide guidance and direction to support teams.
  • Proactively identify opportunities for process improvements and make recommendations to management.
  • Participate in testing of new functionality validating accuracy of build as defined by specifications.
  • Participate in training process for new functionality validating training material and participating as needed in knowledge transfer to end users. 
  • Monitor KPIs and SLAs to ensure quality standards are met and continuously improved.
  • Responsible for rapid resolution of performance issues.
  • Responsible for ownership of all issues that are raised to team, through to closure regardless of which team or Vendor ultimately resolves the issue.
  • Participate in the activities needed for the operation and maintenance of systems by interfacing with technical personnel and end users and recommending requisite changes. 
  • Identify production problems through consultation with end users and development staff and develop problem resolution and error correction strategies.
  • Prioritize system change requests through meetings with end users and monitor programming development to ensure that implementation time frames are met; prepare status reports for end users.
  • Prepare project plans estimating the time, equipment, and staff requirements for current or proposed systems or projects.
  • Assist in performing Capacity Analysis and Performance Tuning activities.
  • Monitor systems operation; receives reports of problems; research, resolve, and track these problems.

Preferred Knowledge, Skills, and Abilities: 

  • Five (5) years of experience in computing, support, development, architecture and/or client/server n-tier application experience.
  • Experience with Electronic Health Record/System required, with Oracle EHR Platform experience a plus.
  • Experience with Appian is a plus.
  • Experience in public or private acute/chronic or long-term care hospital preferred.
  • Extensive technical experience either in an infrastructure, production management or software development role.
  • Demonstrated experience and background in business and medical application support.
  • Hands-on experience with ticketing systems with ServiceNow and JIRA experience preferred.
  • Experience with the Appian solution a plus.
  • Experience and strong understanding of cloud-based applications, including architecture and support issues.
  • Strong technical analysis experience and expertise, with the ability to quickly understand the business served by a critical business service and the details of the technology that supports it.
  • Proven organizational and time management skills with the ability to prioritize and delegate effectively and efficiently.
  • Excellent leadership and team management skills including the ability to foster a collaborative, professional, and respectful work environment.
  • Ability to work collaboratively with technical and non-technical staff as well as upper management.
  • Excellent written and verbal communication skills to effectively communicate across all levels.
  • Ability to deal with multiple levels of detail, depending on the requirements of specific projects.
  • Ability to accept and demonstrate responsibility for maintaining systems and programs on a twenty-four-hour, seven day a week basis and to aid customers in error analysis and work with Vendors, Developers, and Infrastructure support to resolve problems.

Education and Certifications:

  • Bachelor’s Degree in Computer Science, Information Systems/Technology, Business Administration or other related field, or equivalent work experience.

Pre-Offer Process:

A criminal and tax history background check will be completed on the recommended candidate as required by the regulations set forth by the Executive Office of Health and Human Services prior to the candidate being hired. For more information, please visit http://www.mass.gov/hhs/cori.

Education, licensure and certifications will be verified in accordance with the Human Resources Division’s Hiring Guidelines.

Education and license/certification information provided by the selected candidate(s) is subject to the Massachusetts Public Records Law and may be published on the Commonwealth’s website.

If you require assistance with the application/interview process and would like to request an ADA accommodation, please click on the link and complete the ADA Reasonable Accommodation Request Form.

For questions, please the contact the Office of Human Resources at 1-800-510-4122 and select option #4.

Qualifications

MINIMUM ENTRANCE REQUIREMENTS:

Applicants must have at least (A) six (6) years of full-time or, equivalent part-time, professional, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management of which (B) at least two (2) years must have been in a project management, supervisory or managerial capacity or (C) any equivalent combination of the required experience and substitutions below.

Substitutions:

I. A certificate in a relevant or related field may be substituted for one (1) year of the required (A) experience.

II. A Bachelor's degree in a related field may be substituted for two (2) years of the required (A) experience.

III. A Graduate degree in a related field may be substituted for three (3) years of the required (A) experience.

IV. A Doctorate degree in a related field may be substituted for four (4) years of the required (A) experience.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics? Explore our Employee Benefits and Rewards!

An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.

Official Title: Administrator VII

Primary Location

: United States-Massachusetts-Boston-25 Staniford Street

Job

: Information Systems and Technology

Agency

: Exec Office Of Health and Human Services

Schedule

: Full-time

Shift

: Day

Job Posting

: Feb 5, 2024, 3:26:50 PM

Number of Openings

: 1

Salary

: 92,290.75 - 142,345.36 Yearly

If you have Diversity, Affirmative Action or Equal Employment Opportunity questions or need a Reasonable Accommodation, please contact Diversity Officer / ADA Coordinator: Diane Randolph Jones (Diane.RandolphJones@mass.gov) - 8577570096

Bargaining Unit: M99-Managers (EXE)

Confidential: No

Potentially Eligible for a Hybrid Work Schedule: Yes

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Confirmed 18 hours ago. Posted 30+ days ago.

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