FC Compassus LLC
Applications Support Manager
FC Compassus LLC, Brentwood, Tennessee, United States, 37027
Company:Compassus
Position Summary
The Applications Support Manager is responsible for modeling the Compassus values of Compassion, Integrity, Excellence, Teamwork, and Innovation and for promoting the Compassus philosophy, using the 6 Pillars of Success as the foundation. S/he is responsible for upholding the Code of Ethical Conduct and for promoting positive working relationships within the company, among all departments, and all external stakeholders. The Applications Support Manager oversees the management of IT service desk ticketing for the Applications Support Team, ensuring efficient resolution of inquiries and issues. This role involves monitoring ticket volumes, allocating resources effectively, and prioritizing escalations based on impact. Responsibilities also include providing support to team members, mentoring new hires, and overseeing the creation and delivery of training plans.
Position Specific ResponsibilitiesOversees IT Service Desk Ticket Management for the Applications Support Team.Monitors ticket volumes and allocates resources accordingly.Monitors and reports ticket trends for root cause analysis and permanent, corrective remediation activities.Provides support to team members in responding to inquiries regarding errors, problems, or questions.Mentors new team members. Ensures that effective training and development plans are created and delivered for all team members.Provides daily and monthly KPIsAttends Change Management weekly callsHelps lead Applications Support Team calls within Compassus and supporting vendors.Prioritizes ticket escalations based on impact.Creates and reviews standard operating procedure documentation.Writes and maintains training manuals and other teaching media.Coordinates testing of enhancements provided by software vendors, as requested.Documents and ensures workflows and process logic are working correctly.Coordinates ticket escalation with system managers and/or vendors.Works with project teams on implementation of new systems.Coordinates with business owners on process requirements for support of functional applications.Documents and communicates application and hardware support requirements.Provides oversight of ticket system knowledge base for standardized content.Assists with coordinating delivery of new enhancements.Communicates helpdesk needs to IT organization leaders.Takes ownership of issuesOversees small and intermediate projects.Adheres to and promotes IT policies and procedures.Performs other duties as assigned.Education and/or Experience
Bachelor's degree required; focus in Computer Information Systems or related major preferred.Five (5) to seven (7) years of related IT experience required.Minimum of one (1) to two (2) years supervisory experience is preferred.Experience in healthcare IT environment with a hospice/home health focus preferred.Proficiency in HCHB, PointCare and EPIC is a plus.Skills
Mathematical Skills:
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentage.Language Skills:
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from leaders, team members, investors, and external parties. Strong written and verbal communications.Other Skills and Abilities:
Ability to understand, read, write, and speak English. Articulates and embraces integrated healthcare at home philosophy. Proficiency in HCHB or Cerner, Desktop, LAN and WAN environments. Ability to maintain confidentiality of information such as patient and Company files in accordance with HIPPA regulations and company policy.
Physical Demands and Work Environment:
The demands of this role necessitate a team member to effectively perform essential functions. Adaptations can be made to accommodate team members with disabilities. Regular standing, walking, and manual dexterity are fundamental, along with the ability to lift and move objects up to 25 pounds. Visual acuity requirements include close and distance vision, color and peripheral vision, depth perception, and the ability to adjust focus. This description provides a general overview and may vary by role and department, capturing the nuanced demands and conditions inherent to positions in our organization.
At Compassus, including all Compassus affiliates, diversity, equity, and inclusion are fundamental to our Pillars of Success. We are committed to creating a fair work environment where our team members feel welcomed, highly valued, and respected. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.#LI-JE1
Position Summary
The Applications Support Manager is responsible for modeling the Compassus values of Compassion, Integrity, Excellence, Teamwork, and Innovation and for promoting the Compassus philosophy, using the 6 Pillars of Success as the foundation. S/he is responsible for upholding the Code of Ethical Conduct and for promoting positive working relationships within the company, among all departments, and all external stakeholders. The Applications Support Manager oversees the management of IT service desk ticketing for the Applications Support Team, ensuring efficient resolution of inquiries and issues. This role involves monitoring ticket volumes, allocating resources effectively, and prioritizing escalations based on impact. Responsibilities also include providing support to team members, mentoring new hires, and overseeing the creation and delivery of training plans.
Position Specific ResponsibilitiesOversees IT Service Desk Ticket Management for the Applications Support Team.Monitors ticket volumes and allocates resources accordingly.Monitors and reports ticket trends for root cause analysis and permanent, corrective remediation activities.Provides support to team members in responding to inquiries regarding errors, problems, or questions.Mentors new team members. Ensures that effective training and development plans are created and delivered for all team members.Provides daily and monthly KPIsAttends Change Management weekly callsHelps lead Applications Support Team calls within Compassus and supporting vendors.Prioritizes ticket escalations based on impact.Creates and reviews standard operating procedure documentation.Writes and maintains training manuals and other teaching media.Coordinates testing of enhancements provided by software vendors, as requested.Documents and ensures workflows and process logic are working correctly.Coordinates ticket escalation with system managers and/or vendors.Works with project teams on implementation of new systems.Coordinates with business owners on process requirements for support of functional applications.Documents and communicates application and hardware support requirements.Provides oversight of ticket system knowledge base for standardized content.Assists with coordinating delivery of new enhancements.Communicates helpdesk needs to IT organization leaders.Takes ownership of issuesOversees small and intermediate projects.Adheres to and promotes IT policies and procedures.Performs other duties as assigned.Education and/or Experience
Bachelor's degree required; focus in Computer Information Systems or related major preferred.Five (5) to seven (7) years of related IT experience required.Minimum of one (1) to two (2) years supervisory experience is preferred.Experience in healthcare IT environment with a hospice/home health focus preferred.Proficiency in HCHB, PointCare and EPIC is a plus.Skills
Mathematical Skills:
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentage.Language Skills:
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from leaders, team members, investors, and external parties. Strong written and verbal communications.Other Skills and Abilities:
Ability to understand, read, write, and speak English. Articulates and embraces integrated healthcare at home philosophy. Proficiency in HCHB or Cerner, Desktop, LAN and WAN environments. Ability to maintain confidentiality of information such as patient and Company files in accordance with HIPPA regulations and company policy.
Physical Demands and Work Environment:
The demands of this role necessitate a team member to effectively perform essential functions. Adaptations can be made to accommodate team members with disabilities. Regular standing, walking, and manual dexterity are fundamental, along with the ability to lift and move objects up to 25 pounds. Visual acuity requirements include close and distance vision, color and peripheral vision, depth perception, and the ability to adjust focus. This description provides a general overview and may vary by role and department, capturing the nuanced demands and conditions inherent to positions in our organization.
At Compassus, including all Compassus affiliates, diversity, equity, and inclusion are fundamental to our Pillars of Success. We are committed to creating a fair work environment where our team members feel welcomed, highly valued, and respected. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.#LI-JE1