IT Applications Support Manager

Basic Qualifications

Education: Bachelor's degree in IT/Computer Science, Business Administration or related field or 3-5 years related experience.

Skills: Proficient typing skills required. Exceptional oral and written communication skills required. Strong analytical and problem solving skills a must. Ability to motivate and lead others, demonstrated leadership skills required. Experience supporting healthcare or productivity applications, system interfaces, PC hardware and operating systems. A demonstrated aptitude for network, and/or applications and database management experience is required. Knowledge of Windows Active Directory operating systems, Remote Desktop, MS SQL DBMS and Microsoft 365 Applications. Delegation and communication skills required.

Experience: Capable of leading others to successfully troubleshoot and resolve support issues. Experience motivating and leading colleagues toward completion of projects and goals. Involvement with outsourced development and SaaS vendors and directly with business partners is a key requirement. Familiarity with software design elements. Able to work in a fast-paced environment. Experience teaching, testing, documenting and implementing productivity and/or specialized application required. Experience with Microsoft 365 Applications and MS SQL DBMS necessary.

General Responsibilities

This is a management position that requires leadership, coordination, tact and mid-range planning. Involves all aspects of an Information Technology Department electronic data, including backup and replication activities, projects, application design, configuration and support, data mining, disaster preparedness and recovery, report writing and hardware needs. Lead and contribute to many projects that apply information technology to business and clinical processes. Works closely with project managers, technical experts and third party consultants. A standard approach of problem/opportunity analysis and project management will be developed and followed. Responsible for the effective use of assigned applications throughout the enterprise. Support tasks may be uncovered pro-actively as result of projects or other quality initiatives. Application configuration, integration, report queries, application security maintenance, process analysis and support documentation are essential duties of this position. Assist with assessment of the aptitude and training needs of our clients and will be responsible to develop and/or deliver one on one and group application education. Set up, testing and new feature upgrade testing will be another

responsibility. Will be required to visit clients' workspace and research and resolve problems, therefore, a valid drivers' license is required.

There might be a need to work alternative shifts and weekends to accommodate training or technical project schedules. Additionally, limited on-call responsibilities may be requested

Essential Duties

1. Oversee application configuration, setup, support, systems and application analysis and data control. Is the ultimate level of onsite support for application support issues. They are required to build positive working relationships with staff, management, clients, vendors, suppliers and consultants.

1. Manages and supervises employee(s) directly. Coordinates teams as needed to determine the root causes of problems in order to recommend and produce the best solution. Use of data collection tools for quantitative process analysis is expected.

1. Supervises work of employees engaged in developing, maintaining, and modifying programs. Confirms quality standards, best practices, and accuracy upholding customer service and satisfaction standards.

1. Provides technical support to organization on an on-call basis, as needed after-hours and on weekends and holidays.

1. Leads planning, configuration and analysis of applications (including hardware requirements) and development of procedures for implementation, programming and/or maintenance of computer systems. Analyzes business needs and new technologies and makes recommendations. Coordinates efforts with other Information Technology staff and users.

1. Reviews, evaluates, and recommends proposals for software and/or hardware acquisition.

1. Assist with developing and reviewing of organizational policies and procedures for software system use and security.

1. Ensures confidentiality, integrity and availability of all data systems. Works with Information

Technology Department and all applicable business units to ensure coordinated effort.

1. Follows up on status of problem reports and work plans to ensure response is appropriate and projections are on target. Ensures response and resolution of escalated issues.

1. Applies effective research, change control, and inquiry methods to understand all aspects of a problem and presents and implements a feasible and durable solution considering time, cost and other restraints.

1. Like all IT positions, responsible for safeguarding and protecting the data, applications and processes that support it.

1. Assists with disaster recovery functions for information systems. Supports organization's departments in planning and implementing security or disaster recovery actions.

1. Contributing member of IT Strategic Advisory Committee. Works with team to assess systems and data network capabilities and determine needs.

1. Performs account and system administrative functions. Arranges and administers security measures to restrict unauthorized use of data systems and databases. Coordinates security investigations and executes preventive measures.

1. Works with other departments, facilities and technicians as needed to schedule and customize training.

1. Works closely with Director to control and track change control. Oversee account and policy audits.

1. Completes annual compliance and HIPAA training and exhibit behavior as set forth by the Phoebe Ministries Code of Ethics and Business Integrity in the performance of their duties.

• Adheres to the Organizations Policies and Procedures regarding the Compliance Program of the organization and is timely in reporting any possible concerns.
• Follows all local, state and federal regulations as they pertain to their position.
• Adheres to all Organizations Policies and Procedures including: Privacy and Security in Compliance with HIPAA regulations, follows standard/universal precautions, attends all corporate mandatory in-service training programs and required meetings

21. All Supervisors are accountable for their own performance as well as the performance of their direct reports and are accountable to:

• Frequently and clearly communicate and reinforce corporate/department goals and individual job performance expectations and hold direct reports accountable to achieve them
• Create coaching and development relationships with direct reports. Routinely provide performance feedback
• Provide positive feedback and constructively address performance problems in real time. Performance feedback must address technical/skill competency, behavioral/values competency and future development.
• Communicate and support Phoebe's Mission, Vision, Values and Phoebe's desired future culture
• Assist in the selection of new personnel as appropriate, orientation, and training of new personnel.
• Organizes, schedules, and distributes work among assigned personnel; verifies time worked.

22. Preforms tasks which are supportive in nature to the essential functions of the position, but may be altered or redesigned depending upon individual circumstances.

23. This position may require lifting and moving PC and other hardware that may weigh in excess of 30 pounds.