[rmiug-jobs] Digest Number 4371
Manager, Application Support- Greenwood Village, CO
Posted by: "laura1229" laura.shields-kathman@trizetto.com laura1229
Date: Fri Feb 15, 2008 3:43 pm ((PST))
Are you looking for a winning company with a culture of empowerment?
Do you want to use your skills to make a difference in a fast-paced
environment? TriZetto is the largest company dedicated to providing
information technology for the health insurance payer industry.
We're an innovative industry leader, helping our customers respond
to fast-moving trends and dynamics such as consumer-directed
healthcare and the growing Medicare and Medicaid markets. Touching
more than 35% of the U.S. insured population, TriZetto provides a
broad array of premier information technology solutions that enhance
our customers' revenue growth, drive their administrative
efficiency, and improve the cost and quality of care for their
members.
The Applications Support Manager will oversee the support and
maintenance functions for internal enterprise applications as part
of the Corporate Information Systems Applications (IT) department.
This position is part of the Application Support function focused on:
1) Providing a central, immediate point of contact for end
users and CiS members to submit requests/issues,
2) Managing incident (issue/problem) requests volume and
providing front-line support, and
3) Documenting and tracking key member metrics to help improve
service execution.
The Applications Support Manager manages a team of Application
Support Analysts who provide technical and end user support for
enterprise applications such as Oracle E-Business Suite, Onyx (CRM
and help desk ticketing), TeamTrack (workflow management) and
Sharepoint. In addition, the Application Support Manager assists
with resolution of complex incidents (issues), develops/implements
process improvements, and provides incident (issue) resolution for
one or more assigned application areas.
Responsibilities include, but are not limited to:
• Responsible for managing, coaching, and developing
Application Support team members, working to maintain high
performance and retention metrics'
• Responsible for tracking and analyzing incident
(issue/problem) trends, incident resolution metrics, and incident
volume patterns in order to improve service and experience as well
as business unit operations'
• Leads internal partnering with relevant CiS (IT) functions;
• Liaison with functional business unit members;
• Serves as an escalation resource for Application Support
Analysts and is responsible for handling any problems or issues
raised by CiS team members or by internal business unit users;
• Responsible for workload balancing and scheduling through
regular volume forecasts and workforce availability;
• Develops and maintains efficient processes and operational
protocols for application support incidents;
• Manages
• Manages environment updates (patches) and refreshes;
• Ensures quality standards are met and/or exceeded on a
consistent basis;
• Responsible for developing status updates, reports, and
metrics on an as-requested and regularly scheduled basis;
• Responsible for the overall management of staff members
including performance assessment, work assignments, salary
recommendations, and recognition/disciplinary actions.
Qualifications
• 10+ years IT applications support experience including issue
resolution, help desk activities (or similar experience), change
control management, SDLC, project management, Service Level
Agreement (SLA) management, required;
• 7+ years of implementing, upgrading, and/or maintaining
Oracle E-Business Suite, required;
• 7+ years of experience with software vendor support systems
such as Oracle Metalink, required;
• 5+ years previous management experience for teams of 5 to 10
members, required;
• Experience with working with Software Engineers, Business
Analysts, and Application Analysts, required;
• Experience with ITIL framework and processes, preferred;
• Strong verbal, listening, writing, and data analysis skills,
required;
• Strong leadership skills, required;
• Good communication skills and a solid understanding of
business rules;
• Ability to manage multiple activities while ensuring maximum
performance and efficiency.
We recognize that our employees are our greatest assets and want
each one to have a long, successful career at TriZetto. Therefore,
we offer a variety of training programs and career development
opportunities, and believe in a healthy work-life balance. TriZetto
offers paid vacation, sick, and holiday time. Additional company
benefits include medical, dental, vision, short- and long-term
disability, flexible spending accounts, tuition reimbursement, and a
401(k) plan. We are an equal opportunity employer.
Please apply at www.trizetto.com or to laura.shields-
kathman@trizetto.com
