Application Support Manager - Birmingham, United Kingdom - American Family Care, Inc.

Description

Summary

The IT Application Development and Support Manager, reporting to the Chief Information Officer, provide technical leadership for American Family Care's software infrastructure.

This includes managing the IS staff responsible for developing, implementing, customizing, and supporting enterprise business applications.

The incumbent is expected to actively participate in developing new solutions and will also work closely with key decision-makers in other departments to identify, recommend, develop, implement, and support cost-effective software solutions.

Essential Duties and Responsibilities

• Manages the day-to-day operations of the Information Services Application Development and Support team, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions.
• Interfaces with key business stakeholders to identify deficiencies or recommend new software solutions to improve our ability to provide world-class patient care.
• Produces software solutions to meet the needs and goals identified by the business.
• Creates and deploys feedback mechanisms for end users. Analyzes results, recommends supporting process improvement, and implements changes for all enterprise applications.
• Manages projects involving the implementation and upgrade of enterprise applications.
• Works with the operational business leaders and the CIO to develop and refine the System Develop Lifecycle.
• Fields incoming problem tickets from end users to resolve application and software issues personally or through the application of assigned resources.
• Prioritizes, schedules, and administers all instances where enhancements and defect resolution are required.
• Records, tracks, and documents the problem-solving process, including all successful and unsuccessful decisions and actions taken, through to final resolution.
• Evaluates documented resolutions and analyze trends for ways to prevent repeated future problems.
• Communicates application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
• Tests fixes and performs post-resolution follow-ups to ensure problems have been adequately resolved.
• Creates and deploys feedback mechanisms for end-users. Analyzes results, recommends supporting process improvements, and implements changes for all enterprise applications.
• Coordinates projects involving the implementation and upgrade of enterprise applications.
• Prioritizes, schedules, and administers all instances where enhancements and defect resolution are required.
• Develops and leads process improvement initiatives by participating in user group meetings to identify areas where Application Services can assist in problem-solving or recommends solutions.
• Work with application software end-users to identify opportunities for improvement and solutions to business problems using the software and automation.
• Communicates application problems and issues to key stakeholders, including management, development teams, and end-users.
• Provides guidance, supervision, and mentoring to the Application Development and Support team. Supports and develops the technical expertise needed to meet long-term business needs. Manages staff by reviewing, approving, and allocating work and work assignments among staff.
• Ensure that incident, major incident, and request management procedures are adhered to by monitoring metrics and providing training and coaching to team members.

Other Duties and Responsibilities

• Establishes and maintains regular written and in-person communications regarding pertinent IS activities with the organization's executives, department heads, and end-users.
• Documents opportunities to integrate systems and resources to fulfill project requirements.
• Maintains effective communication and relationships between customers and support team members.
• Protects AFC's value by keeping information confidential.
• Ensures compliance with HIPAA security standards
• Other duties and responsibilities as assigned

Qualifications
Excellent communication skills, both written and verbal. Strong planning and organizational skills. Ability to multi-task in a fast-paced environment. Ability to influence, delegate, lead, negotiate, adapt, and manage conflict. In-depth knowledge of applicable data privacy practices and laws. Strong understanding of project management principles and proven experience in implementing them. Strong leadership skills. Proven experience with troubleshooting principles, methodologies, and issue-resolution techniques. Broad knowledge of project management methodologies. Good analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment. Experience working in a team-oriented, collaborative environment. Highly self-motivated and directed. Exceptional customer service orientation skills.
Education and Experience

• BS degree in Computer Science, Management Information Systems, Project Management, or equivalent combination of education and experience.
• Experience in Enterprise Data Warehouse BI Intelligence using SSRS, Power BI, ETL, and Microsoft .Net framework and developing business reports using Visual Studio and Crystal Reports.
• Extensive experience in database programming, designing, modeling, and development using Ms SQL Server 2008/ , Microsoft Access, and good experience in SQL, PL/SQL, and stored procedures.
• Experience with full software development life cycle (SDLC) from inception to product delivery, including requirements gathering, use casing, functional specification, design, implementation, debugging, and documentation.
• Ability to rapidly absorb new concepts and apply them effectively in problem-solving and troubleshooting.

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