Our Company
BrightSpring Health Services
Overview
The Application Support Manager oversees front-end application support for PharMericas third-party pharmacy and document management systems. This role includes managing a team of support analysts and business analysts to ensure efficient ticket triage prioritization and resolution of application issues. The Manager works closely with cross-functional teams to maintain seamless application operations collaborating with development product and integration teams to support high-quality application performance and user satisfaction.
Responsibilities
Application Support Management: Lead front-end application support efforts to ensure timely and effective resolution of issues minimizing disruptions for end-users. Oversee ticket triage prioritization and assignment processes to maintain responsiveness and high levels of user satisfaction. Monitor support metrics identify trends and proactively address recurring issues to improve application stability and performance. | Team Leadership and Development: Manage and mentor a team of support analysts and business analysts fostering a collaborative environment that promotes high standards of service and continuous skill development. Conduct regular team meetings to review ticket status performance metrics and opportunities for improvement. Implement cross-training and knowledge-sharing initiatives to enhance team capabilities and performance. | Cross-Functional Collaboration: Act as the primary liaison between the support team and other teams within the department including Development Product Management and Integration teams. Work closely with other managers such as the Senior Technical Manager Director of Product and Manager of Integrations and Interfaces to resolve complex issues and align on shared initiatives. Provide regular updates to the Senior Director of Application Management discussing support trends release progress and team performance. | Continuous Improvement and Documentation: Identify process improvement opportunities within application support to enhance efficiency and user experience. Oversee the development and maintenance of documentation for support protocols and troubleshooting guides. Implement continuous improvement initiatives based on support data and user feedback optimizing operations and support processes. | Key Relationships: Internal Stakeholders: Support Analysts Business Analysts Senior Director of Application Management Development Product Management QA and Integration teams. External Stakeholders: End-users and third-party vendors as needed. |
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Qualifications
- Experience: Minimum of 5 years in application support or a related field with experience managing a support team
- Technical Expertise: Strong understanding of front-end application support best practices issue triage and troubleshooting.
- Leadership Skills: Proven ability to lead and develop a support team with a focus on collaboration and user satisfaction.
- Problem-Solving: Detail-oriented with excellent analytical and problem-solving abilities especially in issue prioritization and triage.
- Communication: Skilled communicator with experience collaborating across teams and managing relationships with technical and business stakeholders.
- Maintain high standards of application support and ensure prompt effective resolution of front-end application issues.
- Collaborate effectively across teams to support shared goals and align on support and release initiatives.
- Foster a collaborative and high-performing team environment supporting skill development and operational excellence.
- Travel up to 25%
About our Line of Business
BrightSpring Health Services provides complementary home- and community-based pharmacy and provider health solutions for complex populations in need of specialized and/or chronic care. Through the Companys service lines including pharmacy home health care and primary care and rehabilitation and behavioral health we provide comprehensive and integrated care and clinical solutions in all 50 states to over 450000 customers clients and patients daily. BrightSpring has consistently demonstrated strong and industry-leading quality metrics across its services lines while improving the quality of life and health for high-need individuals and reducing overall costs to the healthcare system. For more information please visit
. Follow us on Facebook LinkedIn and X.Required Experience:
Manager
Our CompanyBrightSpring Health ServicesOverviewThe Application Support Manager oversees front-end application support for PharMericas third-party pharmacy and document management systems. This role includes managing a team of support analysts and business analysts to ensure efficient ticket triage p...
Our Company
BrightSpring Health Services
Overview
The Application Support Manager oversees front-end application support for PharMericas third-party pharmacy and document management systems. This role includes managing a team of support analysts and business analysts to ensure efficient ticket triage prioritization and resolution of application issues. The Manager works closely with cross-functional teams to maintain seamless application operations collaborating with development product and integration teams to support high-quality application performance and user satisfaction.
Responsibilities
Application Support Management: Lead front-end application support efforts to ensure timely and effective resolution of issues minimizing disruptions for end-users. Oversee ticket triage prioritization and assignment processes to maintain responsiveness and high levels of user satisfaction. Monitor support metrics identify trends and proactively address recurring issues to improve application stability and performance. | Team Leadership and Development: Manage and mentor a team of support analysts and business analysts fostering a collaborative environment that promotes high standards of service and continuous skill development. Conduct regular team meetings to review ticket status performance metrics and opportunities for improvement. Implement cross-training and knowledge-sharing initiatives to enhance team capabilities and performance. | Cross-Functional Collaboration: Act as the primary liaison between the support team and other teams within the department including Development Product Management and Integration teams. Work closely with other managers such as the Senior Technical Manager Director of Product and Manager of Integrations and Interfaces to resolve complex issues and align on shared initiatives. Provide regular updates to the Senior Director of Application Management discussing support trends release progress and team performance. | Continuous Improvement and Documentation: Identify process improvement opportunities within application support to enhance efficiency and user experience. Oversee the development and maintenance of documentation for support protocols and troubleshooting guides. Implement continuous improvement initiatives based on support data and user feedback optimizing operations and support processes. | Key Relationships: Internal Stakeholders: Support Analysts Business Analysts Senior Director of Application Management Development Product Management QA and Integration teams. External Stakeholders: End-users and third-party vendors as needed. |
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|
Qualifications
- Experience: Minimum of 5 years in application support or a related field with experience managing a support team
- Technical Expertise: Strong understanding of front-end application support best practices issue triage and troubleshooting.
- Leadership Skills: Proven ability to lead and develop a support team with a focus on collaboration and user satisfaction.
- Problem-Solving: Detail-oriented with excellent analytical and problem-solving abilities especially in issue prioritization and triage.
- Communication: Skilled communicator with experience collaborating across teams and managing relationships with technical and business stakeholders.
- Maintain high standards of application support and ensure prompt effective resolution of front-end application issues.
- Collaborate effectively across teams to support shared goals and align on support and release initiatives.
- Foster a collaborative and high-performing team environment supporting skill development and operational excellence.
- Travel up to 25%
About our Line of Business
BrightSpring Health Services provides complementary home- and community-based pharmacy and provider health solutions for complex populations in need of specialized and/or chronic care. Through the Companys service lines including pharmacy home health care and primary care and rehabilitation and behavioral health we provide comprehensive and integrated care and clinical solutions in all 50 states to over 450000 customers clients and patients daily. BrightSpring has consistently demonstrated strong and industry-leading quality metrics across its services lines while improving the quality of life and health for high-need individuals and reducing overall costs to the healthcare system. For more information please visit
. Follow us on Facebook LinkedIn and X.Required Experience:
Manager
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Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
