Job Information
WellSense Manager of Application Services & Support in United States
Manager of Application Services & Support
WellSense Health Plan is a nonprofit health insurance company serving members across Massachusetts and New Hampshire through Medicare, Individual and Family, and Medicaid plans. Founded 25 years ago as Boston Medical Center HealthNet Plan, we provide plans and services that work for our members, no matter their circumstances.
Apply now (https://jobs.silkroad.com/BMCHP/Careers/Apply/MultiForm/294285)
It’s an exciting time to join the WellSense Health Plan, a growing regional health insurance company with a 25-year history of providing health insurance that works for our members, no matter their circumstances.
Job Summary:
The Manager of Application Services and Support leads a team in the delivery of technology support services to internal users of WellSense business applications. This includes WellSense custom built and purchased software applications extensions, interfaces, extracts, utilities, and web portals, as well as ownership and support of the enterprise job scheduling and manage file transfer products. The manager provides oversight to the Application Services team triaging problems, responding to and resolving reported issues. Responsible for keeping pace with new releases for purchased applications, ensuring non-production environments are maintained and available, and the release process is working as designed.
Our Investment in You:
· Full-time remote work
· Competitive salaries
· Excellent benefits
Key Functions/Responsibilities:
Manages the Application Support staff to include hiring, work allocation, scheduling, guidance and mentorship, fostering a culture of continuous development and professional growth, problem resolution, service level attainment, performance evaluation and related supervisory activities. This team includes application support staff, EDI support staff, and an environment/release manager.
Practices and ensures delivery of exceptional customer service to all support customers.
Manages all application support service level agreements and produces metrics in support of results and analyzes results to identify trends and opportunities for improvement.
Ensures Production Applications and Services are functional each day.
Manages the process of problem response, triage, and remediation as second-tier support for applications issues.
Manages the Chronic Issue process, driving to resolution, implementing short term fixes and reporting status to IT and Business Leadership on a defined schedule.
Manages the development of bug fixes and minor enhancements to business applications, and the integration of those applications in the WellSense environment.
Manages the WellSense IT Change Management process
Responsible for ensuring that releases to Production are well coordinated across IT, fully deployed, and development of the Production Runtime documentation is complete
Responsible for keeping pace with new releases for purchased applications including patch releases.
Ensures non-production environments are maintained and available, and the release process is working as designed
Ensures functions such as application upgrades, patches, capacity planning, and performance monitoring, tuning, license management are executed and monitored.
Manages existing third-party vendors ensuring that Service Levels and contractual terms are being achieved
Manages vendor negotiations, problem resolution and interaction
Responsible for the management and operations of the enterprise job scheduling and managed file transfer applications
Fulfilling ongoing audit functions and support of external audit requests.
Responsible for budgeting and expense tracking
Provides hands on support when necessary
Supervision Exercised:
- Supervises 8-12 staff.
Supervision Received:
- General supervision is received weekly.
Qualifications:
Education Required:
- Bachelor’s degree in computer science, Management Information Systems, or related field required.
Education Preferred:
- Master’s degree preferred
Experience Required:
6 or more year’s progressively responsible experience to include: using relational databases including Microsoft SQL server; supporting information systems and/or software systems including multi-tiered client server and web-based applications, services, and objects is required.
3+ years of previous management experience required.
Experience Preferred/Desirable:
Experience within healthcare industry, including a payor or managed care organization with associated information systems focus.
Knowledge of SDLC
Experience with .NET C# development methods and tools
Required Licensure, Certification or Conditions of Employment:
- Pre-employment background check
Competencies, Skills, and Attributes:
Excellent communication and interpersonal skills with the ability to think through and effectively communicate concepts and problems.
Comprehensive knowledge of and competence with complex SQL stored procedures and Microsoft development tools, including .NET Core, ASP.NET, C#, Angular JS, TypeScript,
Web based technologies, JSON, XML, HTML and JavaScript
Java, Apache, and IIS competency desired
Knowledge of general windows system administration tasks desired
Strong competency in applications development and support methodologies, best practices, and current technologies.
Excellent analytical and problem-solving skills, intellectual curiosity, thoughtful, and have a sense of personal and business integrity and ethics.
Ability to engage with all levels of the organization, both business and IT associates, as well as external vendors
Ability to lead and mentor junior technical team members.
Ability to communicate effectively with both technical and non-technical audiences.
Project management skills is a plus
Strong influencing / negotiation skills
Working Conditions and Physical Effort
Regular and reliable attendance is an essential function of the position.
Work is normally performed in a typical interior/office work environment.
This position may require after hours support and responding after hours in the event of a critical outage.
About WellSense
WellSense Health Plan is a nonprofit health insurance company serving more than 740,000 members across Massachusetts and New Hampshire through Medicare, Individual and Family, and Medicaid plans. Founded in 1997, WellSense provides high-quality health plans and services that work for our members, no matter their circumstances. WellSense is committed to the diversity and inclusion of staff and their members.
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. WellSense participates in the E-Verify program to electronically verify the employment eligibility of newly hired employees
Apply now (https://jobs.silkroad.com/BMCHP/Careers/Apply/MultiForm/294285)
Important info on employment offer scams:
According to the FTC, there has been a rise in employment offer scams. Our current job openings are listed on our website and applications are received only through our website. We do not reach out to individuals via text, we do not ask or require downloads of any applications, or “apps”, and applicant screenings, interviews and job offers are not conducted over text messages or social media platforms. We do not ask individuals to purchase equipment for, or prior to employment. To avoid becoming a victim of an employment offer scam, please followthese tips from the FTC (https://consumer.ftc.gov/consumer-alerts/2023/01/looking-job-scammers-might-be-looking-you?utm_source=govdelivery) .