Student Veterans of America Jobs

Welcome to SVA’s jobs portal, your one-stop shop for finding the most up to date source of employment opportunities. We have partnered with the National Labor Exchange to provide you this information. You may be looking for part-time employment to supplement your income while you are in school. You might be looking for an internship to add experience to your resume. And you may be completing your training ready to start a new career. This site has all of those types of jobs.

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Job Information

CAI Application Support Lead in Concord, New Hampshire

Job ID Number

R3717

Employment Type

Full time

Worksite Flexibility

Remote

Job Summary

As the Application Support Lead, you will lead a team providing day-to-day support and maintenance of client applications.

Job Description

We are looking for an Application Support Lead to lead a team providing day-to-day support and maintenance of client applications. This position will be full-time and remote .

What You’ll Do

  • Lead a team providing day-to-day support and maintenance of client applications

  • Respond to incidents and service requests within the established SLA’s, through the designated ticketing system

  • Perform regular maintenance and upgrades, which may need to be conducted after hours

  • Engage with application vendors to escalate issues or coordinate patches and upgrades

  • Perform day-to-day support activities and lead both on-shore and off-shore resources

  • Understand work tasks at a technical level and interface between the team and client, in both the IT and business areas

  • Communicate work task priorities and deadlines to the team, ensuring alignment with SLAs

  • Motivate team members and assess performance

  • Ensure that work tasks are delivered on time, within SLA, and to the expectations of IT sponsors and business stakeholders

  • Provide encouragement to team members, including communicating team goals and identifying areas for new training or skill checks

  • Assist management with hiring processes and new team member training

  • Answer team member questions, help with team member problems, and oversee team member work for quality and guideline compliance

  • Maintain and upgrade client applications

  • Daily monitor 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

  • Work with Infrastructure teams on database and networking updates which could affect applications

  • Work with the CISO team to ensure security standards are maintained and addressed

  • Work 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 the standards of the client 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

  • Willing 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 Need

Required:

  • Bachelor’s degree or higher in a Computer science or related field

  • 5+ years' 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 a vendor regarding support issues, enhancements, and upgrades

  • Experience leading meetings of employees at all levels, including work task status

  • Bachelor’s degree or higher in a Computer science or related field

  • 5+ years' 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 a vendor regarding support issues, enhancements, and upgrades

  • Experience leading meetings of employees at all levels, including work task status

Preferred:

  • Outstanding organizational and leadership skills, with an ability to drive work to completion and escalate when necessary

  • Prior experience leading an application support team in an SLA based environment

  • Drive a positive collaborative environment

  • 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

  • Familiar with ITIL concepts and tools

  • Familiar with Waterfall and Agile SDLC methodologies and tools

  • Good analytical skills

  • Strong written and verbal communication skills

  • Well organized with the ability to manage multiple priorities

  • Solid interpersonal skills, ability to work on a teams

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 that involves 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

#LI-AS1

Reasonable Accommodation Statement

If 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 Statement

It 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.

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