Manager of Application Support

US-RI-Smithfield
Req No.
2017-7797
Department
Business and Technical Svcs
Type
Regular Full-Time
Category
IT/Operations

Overview

The Manager of Application Support provides oversight and management to Business Analysts and Intake Coordinators in the triage, documentation, prioritization and resolution of defects, service requests and enhancements to Neighborhood systems and applications.  The Manager is also responsible for oversight and management of system vendors and coordination between delegated entities to maintain compliance with Neighborhood and regulatory policies and procedures.

 

This position is responsible for:

  • Management and oversight of staff resources in compliance with all departmental policies, procedures and internal service level agreements
  • Manages the Application Support Process in the JIRA Software Application, configures and builds necessary reports and establishes key metrics
  • Performs application support duties including but not limited to, triage of issues, creation and updates of documentation, analysis of data to support prioritization and the prioritization of corporate issues
  • Communicating to vendors, delegated entities and business partners
  • Managing system vendors and their adherence to priorities, service level agreements and contract terms within Statement of Works
  • Pulls and reviews analytical data/impact analysis for defects to understand business area or corporate impacts
  • Reports and communicates status, corporate impacts and risks of all application support requests to Senior Management
  • Review regulatory guidance, contracts and statements of works and is responsible for compliance to the regulations or contract terms.
  • Work closely with Project Managers, the Production Support Manager to ensure compliance to the System Development Life Cycle (SDLC) and the change approval process
  • Actively participates in change management activities
  • Oversight of testing and QA of issues once deployed to test and production environments
  • Provides estimates for issue resolutions
  • Contribute to development of business requirements, functional requirements, process flows, reference materials, user guides and code release artifacts as appropriate.
  • Oversee process development and documentation for any new or altered functionality or business process. This will also include facilitating an annual audit of actual business processes verses what is documented

Responsibilities

  • Serves as primary contact for all work assigned to the Team
  • Manages, trains and develops staff in all needed skills sets
  • Assignment, coordination and oversight of staff on assigned tasks
  • Triages, analyzes and reviews issues submitted in the JIRA application and assigns/redirects accordingly
  • Manages the Application Support Process and system development life cycles for defects, issues and enhancements
  • Manages the prioritization process and submission of priorities to vendors
  • Manages vendor expectations and adherence to priorities and escalates to Senior Management as required
  • Manages business partner expectations, and internal adherence to service level agreements
  • Manages vendor performance and reports non-adherence of Service Level Agreements to Senior Management.
  • Reviews regulatory guidance, contracts and statement of work and ensures adherence to the terms therein
  • Responsible for ensure the change management process is adhered to
  • Hands on with more complex assignments (as needed) to the point of being handed off to team member
  • Serve as coordinator and owner of “Governance Type” committee for all maintenance requests
  • Develop and maintain standards for development of business processes and cases and their documentation
  • Ownership of business process audit procedure
  • Demonstrates a high standard of communication and inter-personal skills
  • As required, prepare and compile periodic progress reports to the Senior Management Team.
  • Coordinates multiple simultaneous projects and initiatives.
  • Other duties as assigned
  • Corporate Compliance Responsibility - As an essential function, responsible for complying with Neighborhood’s Corporate Compliance Program, Standards of Business Conduct, applicable contracts, laws, rules and regulations, policies and procedures as it applies to individual job duties, the department, and  the Company. This position must exercise due diligence to prevent, detect and report unlawful and/or unethical conduct by fellow co-workers, professional affiliates and/or agents

Qualifications

Required:    

  • Bachelor’s Degree, and/or years of experience and background to equate to the degree
  • 5 + years of related business analysis/business systems analysis/defect management experience or comparable business experience.
  • 5+ years of claims/benefit/EDI experience in an health care environment
  • 3+ years of SQL experiences
  • Understanding of Process Improvement methodologies – Lean, Six Sigma, Etc.
  • Ability to read and understand legal and regulatory documentation and respond accordingly
  • Experience with Software Development Lifecycle (SDLC) and the preparation of SDLC related documents.
  • Excellent interpersonal skills, including the ability to work across the organization and to interact, influence and negotiate effectively at all levels of management
  • Demonstrated ability to manage multiple priorities simultaneously in a deadline driven environment with accurate resource and time estimates
  • Confident team builder and leader with strong motivational skills. Adept in problem solving and resolving conflict
  • Must be accountable and be able to hold others accountable for the adherence to policies, procedures and standards
  • Must have outstanding time management and organizational skills and is able to multiple priorities and deadlines
  • Solid organization, negotiation, and analysis skills with demonstrated ability to deliver on multiple assignments meet tight deadlines and are effective and decisive under pressure.
  • Ability to liaise with business users, developers, stakeholders, analysts and management.
  • Strong communication skills, both verbal and written
  • Must have strong attention to detail
  • Proficient in MS Project, Excel, PowerPoint and Word, Visio

Preferred:

  • Extensive experience in an insurance, medical and/or HMO environment using claims processing software
  • 3 + years of project management experience
  • 3+ years of experience in a team lead or leadership role
  • Experience in demonstrating leadership, influence and collaboration in a matrix-managed environment
  • Experience in mentoring and training colleagues

Neighborhood is an Affirmative Action and Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status or any other legally protected basis.

Neighborhood is committed to ensuring individuals with disabilities and/or those who have special needs participate in the workforce and are afforded equal opportunity to apply for jobs. If you would like to contact us regarding the accessibility of our Website or need assistance completing the application process, please contact us at recruiting@nhpri.org.

 

Neighborhood is an EOE M/F/D/V and an E-Verify Employer

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