Director of Application Support

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Director of Application Support

@ LHC Group

Essential Functions

  • Triage, prioritize and manage the resolution of system issues
  • Establish and maintain governance with vendors
  • Manage application support analysts to ensure excellent customer service
  • Ensure compliance to policies, procedures, and standards
  • Measure service performance and implements improvements.
  • Manage the improvement processes that impact customer satisfaction and relationships.
  • Provide input to financial parameters that drives service costs.
  • Establish policies and procedures on technology continuous improvement
  • Leverage ITIL practices to ensure consistent processes and procedures
  • Drive the development of application support intranet site to include a knowledgebase of help sheets, usage guides, and FAQ lists for Applications Support staff
  • Work with ITIL problem manager to ensure customer communication.
  • Demonstrated ability to lead change, able to take calculated risk and seeks continuous improvement
  • Demonstrated ability in building a successful organization and experience delivering results via improved customer satisfaction, lower production costs and high levels of employee engagement
  • Identify improvement opportunities, and engage the necessary teams to help implement solutions
  • Lead projects that drive new functionality, address technology debt, improve service levels, address client requirements, or automate manual effort.
  • Identify, communicate and monitor issues and ensure fixes have been adequately tested and resolved
  • Manage the processing of incoming Applications Support requests to ensure courteous, timely, and effective resolution of Applications Support issues
  • Plan and conduct performance appraisals of Applications Support staff


Qualifications:

Education & Experience

Required Skills:

  • Leadership, ability to work with customers
  • Ability to communicate clearly and concisely
  • Ability to work in a team environment and handle pressure situations
  • Logical thinking and root cause analysis to resolve problems
  • Ten (10) years of IT and business/industry work experience, with knowledge of various processes/services.
  • Experience in managing teams with people at a variety of levels.
  • Experience using ITSM tools such as Service-Now for ITIL Service Management / CMDB/ Reporting/ Knowledge Management. Knowledge of Root cause analysis tools for effective problem solving.
  • Detail-oriented
  • Self-directed
  • Bachelor or master’s degree in Computer Science, Information Systems, Business Administration, or other related field. Or equivalent work experience.


Preferred Skills:

  • Health care experience
  • ERP implementation experience
  • Ability to build and manage a budget


Other Duties:

  • Travel will be required for this role, mutually agreed percentage


How to Apply:

Apply online at https://careers.lhcgroup.com/careers-home/

Visit Site to Apply

Location: Lafayette, LA
Date Posted: August 04, 2022
Application Deadline: September 06, 2022
Job Type: Full-time