R3718Employment TypeFull timeWorksite FlexibilityRemoteJob SummaryAs the Application Support Engineer, you will be responsible for the day-to-day support, maintenance, and enhancements of client applications.Job DescriptionThe Application Support Engineer is responsible for the day-to-day support, maintenance, and enhancements of client applications. This position is full-time, remote, and a long-term contract.The Application Support Engineer will engage with application vendors to escalate issues or coordinate patches and upgrades. They will respond to incidents and service requests within the established SLA's, using the designated ticketing system. Regular maintenance and upgrades, which may need to be performed after hours, are also part of their responsibilities.What You’ll Do
Maintain and upgrade client applications
Monitor daily processes and performance of applications
Respond to and resolve incidents with applications and systems
Assist with the implementation of software enhancements and system upgrades
Provide technical support for software-related issues to business users
Collaborate with Infrastructure teams on database and networking updates affecting applications
Work with the CISO team to ensure security standards are maintained and addressed
Collaborate closely with client IT employees and team members to ensure systems are properly maintained and business priorities are met
Work with vendors to troubleshoot and address issues with applications
Use ITIL tools and processes to conform with client standards for change and incident management
Document existing architecture, support procedures, and project artifacts
Mentor and support other team members on compliance processes, technical procedures, and systems
Willingness to learn other applications and processes
Apply automation where possible
Engage with application vendors to resolve issues and address user questions/concerns
Communicate effectively with client team members to ensure they are updated on progress and resolve their issues
Create and maintain SOPs for PMS known issues
Coordinate with the infrastructure team to ensure backups are performed and validated regularly
What You’ll NeedRequired:
Bachelor’s degree or higher in Computer Science or a related field
3-6 years of experience supporting IT applications, preferably in the veterinary care industry
Experience working with applications and supporting production issues and project work
Experience with desktop tools and applications
Proven ability to work with vendors regarding support issues, enhancements, and upgrades
Desired:
Knowledge of veterinary care patient management systems such as Avimark, Cornerstone, Impromed, Evetpractice, and EZVet
Familiarity with Microsoft products
Understanding of cloud systems and Software as a Service
Experience with SQL and database management
Previous healthcare or veterinary care experience
Familiarity with ITIL concepts and tools
Experience with API support - MuleSoft, Web Services, Web API
Familiarity with Waterfall and Agile SDLC methodologies and tools
Outstanding organizational skills
Good analytical skills
Strong written and verbal communication skills
Well-organized with the ability to manage multiple priorities
Solid interpersonal skills and the ability to work in teams
Ability to drive work to completion and escalate when necessary
Physical Demands
Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards
Sedentary work involving sitting or remaining stationary most of the time, with occasional need to move around the office to attend meetings, etc.
Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor
Reasonable Accommodation StatementIf you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.Equal Employment Opportunity Policy StatementIt is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.