Envision Healthcare

  • Manager, Application Support

    Job Locations US-AZ-Phoenix
    Company Enterprise
    Requisition ID
    2019-21868
    Category
    Information Technology
  • Overview

    Envision Physician Services is a multispecialty physician group and practice management company. Established in 1953, our organization provides anesthesia, emergency medicine, hospital medicine, radiology, primary/urgent care, surgical services, and women’s and children’s health services to hospitals and health systems nationwide. Sheridan Healthcare, EmCare, Reimbursement Technologies and Emergency Medical Associates have recently joined forces to form Envision Physician Services.  As one organization, we now provide a greater scope of service than any other national physician group. Our collective experience from hundreds of local, customized engagements, culture of continuous lean process improvement, and team of experts in the business of healthcare enable us to better solve complex problems and consistently give healthcare organizations confidence in our execution. Our combined organization serves more than 780 healthcare facilities in 48 states and the District of Columbia. 

     

    If you are looking for a stable, fast-paced, growing company in the healthcare industry that is committed to innovation, excellence and integrity, then this may be a great next step in the advancement of your career.

     

    We currently have an exciting opportunity available for an experienced Manager, Application Support.

    Responsibilities

    The Manager, Application Support is responsible for managing and leading a team of application support specialists (Level II and Level III) to support key enterprise products and systems by managing resources, developing and implementing tactical and strategic approaches to eliminate incidents, troubleshooting / issue resolution, monitoring infrastructure, application and middleware layers and by identifying and implementing best practice processes and tools.

     

    • Lead, schedule, mentor and train Application Support team personnel (employees and contractors) to consistently and timely provide issue resolution.
    • Ensure and manage the project activities, as may be assigned, are completed within established timeframes and budgets, and conform to enterprise’s overall standards and operations objectives.
    • Resolve high level, escalated conflicts or program issues by making decisions or negotiating with affected senior management.
    • Ensure monitoring alerts and systems events are assessed, prioritized, and managed.
    • Manage client impacting incidents including business impact assessment, technical resolution, engagement, and communications
    • Drive the implementation and adherence to incident, problem, and change management processes.
    • Identify trends for potential client impacting incidents to be proactively remediated prior to client impact or remediated as soon as possible after issues arise
    • Build and maintain strong relationships with peer groups, stakeholders, leadership, technology teams and business partners to understand application functions and related downstream processing components, to identify process improvement opportunities as well as opportunities to support business objectives.
    • Identify post incident review action items and process improvement opportunities.
    • Manage technical bridges and/or business bridges, as required, as well as uses knowledge of support organizations to minimize MTTR (Mean Time to Recover)
    • Support or lead as needed resiliency events (Disaster Recovery, Business Continuity, etc.)
    • Develop and distribute performance metrics for services and reporting for the unit ensuring alignment to overall business objectives.
    • Develop and maintain process and procedure documentation (knowledge management) are up to date and communicated to applicable parties.
    • Contributes to the evaluation, implementation, and ongoing maintenance of monitoring tools.
    • Drive development and adherence of Service Level Agreements (SLAs) for the unit.
    • Coordinates completion of “Fire Drills” or other team practices that drive increased team capabilities and results
    • Adhere to all company policies and procedures.
    • Special projects and performs other job-related duties as assigned.

    Qualifications

    • Bachelor's Degree from four-year college or university and 7 or more years of related experience or equivalent combination of education and experience.
    • Minimum five (5) years of leadership experience in a managed service application sustaining support model.
    • Minimum three (3) years of experience with help desk ticketing and change control systems.
    • Healthcare experience and management at a large multi-site company preferred.
    • Experience with setup and tuning of application monitoring tools
    • Experience supporting Microsoft and Linux desktop & server environments
    • Knowledge of network technologies and protocols
    • Knowledge of healthcare specific technologies (EMR / RIS / PACS / Voice Recognition / Advanced Visualization / HL7 / DICOM / Diagnostic Monitors) and familiarity with HIPAA and HITE

     

    If you are ready to join an exciting, progressive company and have a strong work ethic, join our team of experts! We offer a highly competitive salary and a comprehensive benefits package.

     

    Envision Physician Services uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.

    Envision Physician Services is an Equal Opportunity Employer.

     

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