Under general supervision, responsible for implementation and support of business applications, middleware, and related technologies.
- Performs business application management, by installing, configuring, testing and deploying business applications within IT Operations.
- Provides change management communication regarding application changes, outages and problems in advance to end users.
- Administers the planning and performance of back-up and recovery processes for all applications and data.
- Installs, configur, test and deploy applications.
- Performs technical research and development to enable continuing innovation in business applications.
- Defines application integration architecture; collaborates with application development team on technology approaches and solutions; develops and tailors process design concepts and implementation plans for the efficient transformation of the automation processes.
- Evaluates and monitors performance of business applications. Takes timely and effective action based on findings.
- Plans and performs preventitive maintenance; identifies and recommends patches, upgrades and add-ons; plans and performs upgrades to critical business applications.
- Prepares and maintains documentation including but not limited to process manuals, software installation and configuration procedures, application patching procedures, user security and administration and maintenance procedures.
- Supports system security by participating in RBAC design and security configuration.
- Provides Tier 3 support, which includes but is not limited to receiving and processing trouble ticket escalations, troubleshooting and resolving application issues; coordinating resolution with customers and support staff, tracking issues, communicating with customers throughout the process, and coordinating handoffs to other team members.
- Provides training and guidance, and reviews work of less senior staff.
Required Skills
Required
- Produces work that is accurate and complete.
- Produces the appropriate amount of work.
- Actively learns through experimentation when tackling new problems, using both successes and failures to learn.
- Rebounds from setbacks and adversity when facing difficult situations.
- Knows the most effective and efficient process to get things done, with a focus on continuous improvement.
- Intermediate understanding of client server architecture, databases, server operating systems, APIs and technology stacks.
- Intermediate knowledge of the protocols and tools for systems troubleshooting, protection utilities and add-ons, with the ability to effectively implement them.
- In depth knowledge of common software applications, their functions, operations and integrations.
- Interpersonal skills - interacts effectively with individuals both inside and outside of HPSJ; relates openly and comfortably with diverse groups of people.
- Strong oral and written communication skills, with ability to communicate complex technical issues to technical and non-technical audiences, and write technical specifications.
- Strong listening skills, with the ability to accurately receive and understand messages.
- Strong problem solving and analytical skills, with ability to determine key issues, develop effective actions plans and implement to successful conclusion.
- Time management and organizational skills. Uses time effectively and efficiently. Values time. Concentrates his/her efforts on the more important priorities. Can attend to a broader range of activities. Meets deadlines.
- Strong customer service skills, with the ability to meet with and document customer requests and deliver accurately and timely on requests.
- Demonstrates a commitment to HPSJ’s strategy, vision, mission and values.
- Ability to work independently and as part of a team.
- Intermediate skills in Windows, Word, Excel and Outlook.
- Ability to speak and be understood in English.
- Ability to handle confidential information with appropriate discretion.
Required Experience
Required
- Associate’s Degree in Computer Science, Computer Information Systems or similar; and
- At least 3 years working in IT supporting business applications and/or middleware.
- Equivalent combination of education and experience.
Preferred
- Bachelor’s Degree
- At least 5 years working in IT supporting business applications and/or middleware.
- Healthcare and/or health plan experience.