Bring your heart to CVS Health. Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.Position SummaryThe Application Support Manager is responsible for managing the day-to-day operations of IT Applications. Responsible for 24x7 availability & performance of Applications. Serves as a liaison to the Director of IT while providing leadership and direction to the IT team.The Application Support Manager role provides business system analysis and support for multiple applications used by Clinicians. This role acts as a technical consultant and subject matter expert throughout the lifecycle of Applications. The role coordinates end-users and stakeholders relationships, while responding to both critical and routine application support requests, and interfaces with FTE’s. Software Vendors and Consultants for development and support. Duties and Responsibilities
Troubleshoot system and application problems, including hardware and software issues and works with vendors/support services as needed until full resolution is achieved
Implement monitoring, alerting and dashboards needed for Proactively managing Availability & Performance of Tier1 Applications
Monitor production activities/processes to ensure timely and effective reporting, tracking, follow-up and communication
Participate with other application or software upgrades, patch installations, and infrastructure changes
Proactively communicates the key activities, risks, and issues to the Director of IT.
Participate with on-call/off-hours support for after-hours issues and support needs.
Lead ad-hoc projects and/or assignments as required.
Provide oversight and guidance to Application Support Analysts.
Act as a subject matter expert for assigned applications.
Provide oversight and guidance with creating knowledge base documentation and training materials for End User Support.
Proactively adapt to changing priorities and deadlines, demonstrating flexibility and resourcefulness.
Oversee and coordinate urgent and complicated support issues and acting as an escalation point for all requests and incidents from Users and Stakeholders.
Partner with teams to determine root cause of complex issues and communicate resolution or escalation steps appropriately to Users and Stakeholders.
Provide data and reporting of KPI’s and Support Services ticking trends to leadership on a weekly basis.
Monitor and manage the ticket management system queue of support tickets to meet or exceed SLAs.
Provide feedback on software related issues and trends to the Development Teams.
Process improvement, mentoring and continuous learning
Required Qualifications
15+ years of IT experience, including development, implementation, and maintenance of large-scale integrated projects and a diverse application portfolio of custom and packaged applications
5+ Years of experience in Health Care System Implementations
5+ years of experience providing oversight and guidance related to IT systems is preferred.
5+ years of experience leading a technical support team of 5 or more
5+ Years of experience supporting mission critical IT applications.
Ability to react and respond to chaotic or complex situations with a calm and creative approach.
Customer-service oriented with a problem-solving attitude
Excellent written and verbal communications skills
Experience managing globally distributed teams
Ability to influence and negotiate at all levels of the organization
Excellent time management and problem-solving skills
Strong in leading and working collaboratively with multiple teams to develop meaningful relationships to achieve common goals
Microsoft Azure Cloud experience
Preferred Qualifications
5+ years of experience Implementing and Supporting Utilization Management and Care Management Systems
5+ Years of experience writing complex queries and stored procedures using MS SQL
5+ years of experience managing IT personnel and systems, preferably within the Healthcare Industry
5+ year of experience with monitoring tools Dynatrace and Splunk
Working knowledge of CI/CD Pipeline and Automated Testing
EducationPlease replace this section with the Education RequirementsPay RangeThe typical pay range for this role is:$63,300.00 - $139,200.00This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies. For more detailed information on available benefits, please visit jobs.CVSHealth.com/benefits We anticipate the application window for this opening will close on: 03/07/2024CVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated. You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.CVS Health is committed to recruiting, hiring, developing, advancing, and retaining individuals with disabilities. As such, we strive to provide equal access to the benefits and privileges of employment, including the provision of a reasonable accommodation to perform essential job functions. CVS Health can provide a request for a reasonable accommodation, including a qualified interpreter, written information in other formats, translation or other services through [email protected] If you have a speech or hearing disability, please call 7-1-1 to utilize Telecommunications Relay Services (TRS). We will make every effort to respond to your request within 48 business hours and do everything we can to work towards a solution.