Epic Support Manager
Epic Support Manager
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Job Description
Job Title: Epic Support Manager
Department: Agency Business Applications
Location: Any Acrisure Location 4 days onsite 1 day remote)
About Acrisure
Acrisure is a global Fintech leader that combines the best of humans and high tech to offer multiple financial products and services to millions of businesses and individual clients. We connect clients to solutions that help them protect and grow what matters including Insurance Reinsurance Cyber Services Mortgage Origination and more.
Acrisure employs over 17000 entrepreneurial colleagues in 21 countries and have grown from $38 million to $4.3 billion in revenue in just over ten years. Our culture is defined by our entrepreneurial spirit and all that comes with it: innovation client centricity and an indomitable will to win.
Job Responsibilities:
Manage service desk operations: Manage a team of Epic support specialists utilizing ServiceNow as the service delivery platform.
Triage management: Manage a triage grid for support service desk services.
Monitor and review performance: Ensure service level compliance productivity quality assurance data and service ticket trends for corrective actions.
Support escalations and issues: Address escalations ensuring proactive problem resolution and continuous communication on trouble tickets. Communicate with teams during an outage or widespread problem.
Optimize processes and procedures: Standardize and improve procedures conduct data analysis for improvement opportunities and document policies for consistent service desk processes.
Project management:
Coordinate and manage incidental projects: Thoroughly understand the projects scope objectives and specific tasks and manage and delivery. Provide operational support coordination communications and continuity of services
Communication management: Send all communications for pre post and cutover conversion deployments and those related to system upgrades and any work related to scheduled maintenance.
Team Leadership and Development
Set strategic direction: Establish goals strategic direction and professional development plans for team members.
Team Management: Manage team schedules attendance and adherence; provide realtime feedback on attendance and productivity. Provide coordination of tasks.
Conduct performance evaluations: Lead weekly oneonones quarterly checkins annual reviews and provide daily coaching to enhance performance.
Deliver feedback and manager performance: Recognize achievements and manage performance improvement plans including disciplinary actions when needed.
Mentor and train team members: Mentor staff manage a comprehensive training strategy and establish training for new hires.
Recruitment and Retention
Recruitment and retention: Collaborate with HR and branch offices to recruit quality technicians; interview candidates schedule new hire training and onboarding.
Stakeholder Engagement and Industry Awareness
Stakeholder relationship building: Maintain relationships with key stakeholders cross functional teams and software vendors ensuring alignment on service desk operations client needs and vendor upgrades.
Stay updated on industry trends: Stay current with industry standards and trends to inform strategic improvements and service desk processes.
Represent service desk in corporate initiatives: Participate in the corporate change review process manage communications and process updates and ensure service desk readiness.
Reporting and Metrics
Performance and satisfaction reporting: Develop and maintain performance metrics and satisfaction surveys distributing operational reports (daily weekly monthly quarterly) to monitor and improve team performance.
Policy and knowledge management: Create and maintain knowledgebase articles and standards document Level 2 & 3 policies and procedures.
This description is not meant to be allinclusive and may be modified from time to time at the discretion of management.
Requirements:
Applied Epic or similar agency management software experience.
Proficiency in Microsoft Office Suite and M365 including SharePoint OneDrive and Teams.
Experienced with Windows desktop operating systems.
Familiar with Monday
Strong customer service skills and experience delivering excellent customer experiences.
Ability to multitask prioritize maintain a sense of urgency work independently and use discretion surrounding sensitive information.
A positive teamoriented attitude is necessary to deal with a large variety of personalities.
Ability to communicate technical details to clients of diverse technical background.
Must be analytical organized and detail oriented with good verbal and written communications skills.
Must have a high level of problemsolving skills.
Technical writing capabilities to design and deploy knowledge base articles for customer education and internal training.
This position will occasionally work over a weekend to provide support during go lives.
Ability to travel limited to 24 times annually.
Education/Experience:
Bachelors degree or the recognized equivalent in education and experience .
Minimum of three years of advanced Applied Epic experience .
ServiceNow or equivalent service management platform experience desired.
Work experience as a help desk supervisor or manager preferred.
Benefits & Perks:
Competitive Compensation
Industry Leading Healthcare
Savings and Investments
Charitable Giving Programs
Offering hybrid work option
Opportunities for Growth
Parental Leave
Generous time away
Acrisure is committed to making an impact in our communities by giving back with millions committed to childrens health with Helen Devos Childrens Hospital and UPMC Childrens Hospital of Pittsburgh.
For more visit www.Acrisure or learn more here.
Acrisure is committed to employing a diverse workforce. All applicants will be considered foremploymentwithout attention to race color religion age sex sexual orientation gender identity national origin veteran or disability status. California residents can learn more about our privacy practices for applicants by visiting the Acrisure California Applicant Privacy Policy available at www.Acrisure/privacy/caapplicant.
To Executive Search Firms & Staffing Agencies: Acrisure does not accept unsolicited resumes from any agencies that have not signed a mutual service agreement. All unsolicited resumes will be considered Acrisures property and Acrisure will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting Acrisures Human Resources Talent Department.
Required Experience:
Manager
Employment Type
Full-Time
