What are the responsibilities and job description for the Application Support position at Avante Health Solutions?
Job Description Summary
The Application Support position works to assure live applications remain up, running, and meeting internal Service Level Agreements (SLAs). The Application Support position works proactively to implement processes to identify potential system issues early to ensure solid system stability. The Application Support applies technical skills, in line with Avante’s values and goals, to assure the efficient, effective, and consistent delivery of high-quality services.
The identification of Essential Job Functions does not display an exhaustive list of all duties that may be assigned to this position, nor does it restrict the related work that may be assigned to this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Essential Job Functions & Responsibilities
- Performs work in a manner that is Professional, Friendly, and Competent
- Responds to bug fix requests and implements minor enhancement requests
- Identifies any major enhancements and work them through the project process
- Develops and follows project schedules, plans, and timelines
- Works with supervisor to provide leadership to assure systems are up and running
- Sets up and uses monitoring tools and processes which efficiently identify if any issues are occurring
- Resolves issues proactively so they are addressed prior to them becoming issues for users
- Triages issues via solid analysis and technical skills to better pursue a solution
- Communicates resolutions effectively so the root causes are clear and rectified in a way that the user can understand and appreciate (note: some of these will likely require supervisor involvement) and the issues will not repeat
- Institutes controls on changes to the Live system that yield system stability and smooth user experience while balancing level of effort
- Identifies appropriate maintenance tasks and assure they are being performed with regular reporting to supervisor.
- Obtains support in a structured manner from other team members as needed.
- Hands off to the internal or external person(s) who can address the issue with the information well-presented for efficiency
- Establishes solid communication channels with users for requests (likely via a roll out of a service ticketing system) and announcement of system changes and/or issues.
- Works with supervisor and user base to establish and evolve internal SLAs
- Operates in a manner that assures systems are 24&7*365 meeting internal SLAs and in what should be an unusual circumstance that system is not meeting SLAs after hours, have processes in place including availability to return system to meeting internal SLA status.
- Maintains documentation and associated communication
- What’s supported and what is not supported to ensure expectations are not over set
- What’s included with each new release of applications for internal reference which others may use to provide client release updates
- Communicates support services plan to ensure users know how to obtain assistance
- how our system works (so we minimize on-demand requests for this information)
- Provides appropriate documentation for onboarding new users and supports where needed to assure process goes smoothly
- Develops and maintains technology as needed to provide users ready access to information
- Provides documentation to users
- Implements minor enhancements to improve the application support process
- Develops and maintains skills and system knowledge to provide efficient and effective support
- Provides monthly strategic updates to supervisor
- Presents status via metrics
- Presents updates on prior strategic objectives
- Presents strategic objectives for upcoming month and beyond.
- Maintains appropriate staffing back-up
- Assures all day-to-day responsibilities have well-trained back-up
- Advances Product and Features via Development Project Work
- Demonstrates creativity, innovation, and high performance
- Develops applications that use a component architecture so that the main component need not change to extend it to other products, components are loosely coupled so components can be replaced, components can be added, and its different uses are database driven so code need not change for known different uses
- Develops code that provides solid error handing to minimize production root cause identification time and time to resolution
- Takes full responsibility to unit test code, backs-up, and hands-off code
- Creates comments within code to identify any aspects that someone in similar position would benefit from to enhance or debug the code
- Prepares solid diagrams and documentation to effectively communicate technology and related processes
- Builds APIs to interface between database and React
- Troubleshoots problems as requested and implements pro-active automated alerting features to assure production stability
- Adheres to all company employment policies and safe practices
- Complies with policies, guidelines, and regulatory requirements per ISO:13485 2016 standards and the Company's Quality Management System
- Helps to identify continuous improvement in department processes and offers solutions to promote efficiency as Avante continues to grow
- Works professionally and efficiently with all levels within the organization
- Adheres to all company employment policies and safe practices
- Performs other duties as assigned
Experience/Training/Education
- A Bachelor’s degree in Computer Science or a related major or equivalent experience
- 1-2 years hands-on experience with current technology stack
- 1 year familiarity with website hosting and some familiarity with cloud hosting such as Azure
- React/Angular/Modern UI libraries a plus
- Hands-on proficiency with technologies to include, but are not limited to: ETL (Extract, Transform, Load), Express/Node.js, SQL, Postgres, APIs, RegEx, React, GIT.
Knowledge/Skills/Abilities
General: Exceptionally strong analytical and problem-solving skills. Strong ability to strategize, implement and retain effective business relationships. Exceptional ability to speak and write effectively in a business environment. Ability to maintain an elevated level of accuracy in planning, preparing and entering data. Superb time management and organizational skills with the ability to meet regular and frequent deadlines. Attention to detail required. Ability to work well as a team member. Ability to stay focused for long periods of time and not be easily distracted. Must demonstrate sound work ethic, flexibility, respectfulness, honesty, and trustworthiness. Must also be punctual and dependable. Strong ability and desire to work with others in a team environment to complete projects.
Technical: Ability to effectively use Enterprise systems, email, search engine, Internet; ability to effectively use Microsoft Products: Outlook, Word, Teams, Excel and to use or learn specific software needed to improve sales productivity. Ability to deescalate and resolve problems involving several variables with limited supervision. Excellent debugging and optimization skills.
Communication: Ability to read and interpret documents such as financial budgets, projections, safety rules, operating and maintenance instructions, and procedure manuals. Ability to write effective, collaborative correspondence. Ability to read through policies, reporting and compliance requirements. Ability to effectively present information in senior leadership, clients, and other employees of the organization. A strategic thinker and a tactical implementer, not afraid to offer professional input. Capacity to communicate status and upcoming priorities in ways effectively for different stakeholders.
Math & Reasoning: Ability to define problems, collects data, establish facts, and draw valid conclusions.
Ability to interpret an extensive variety of technical instruction in mathematical or diagram form and deal with
several abstract and concrete variables. Ability to calculate figures and amounts such as discounts, interest,
commissions, proportion, percentages, and volume; ability to apply algebraic concepts.
Ability to interpret an extensive variety of technical instruction in mathematical or diagram form and deal with
several abstract and concrete variables. Ability to calculate figures and amounts such as discounts, interest,
commissions, proportion, percentages, and volume; ability to apply algebraic concepts.
Physical and Environmental Elements
Physical Demands: Ability to sit continuously for over 3/4 of normal work shift, and stand, walk, and reach with hands and arms for at least 1/4 of the normal work shift. Ability to climb stairs. Ability to talk or hear continuously. Ability to see clearly to do all work-related tasks (clear or corrected vision at 20 inches or less). Finger dexterity is required frequently for over 3/4 of the normal work shift.
Work Environment: Position is typically performed in the office environment with standard equipment and moderate noise levels (examples: computers, printers, fax, copiers, light traffic, and phone); however, will often interact with the production/warehouse environment. Thus, the employee works in a normal office setting and will travel to an open warehouse area where temperatures are subject to outdoor conditions in terms of cold and heat. There is exposure to various tools and equipment as well as forklift operations and corresponding noise levels.
Company Culture
Avante Health Solutions is committed to a respectful and purposeful work environment; this includes each team member taking responsibility for the greater good of the company and its goal to provide exceptional products and service, and to create a sustainable future for the company and its employees. Each team member is expected to strive for excellence in all aspects of their work, as well as actively engage in productive work.
Additionally, Avante Health Solutions is an Equal Opportunity Employer; we proudly promote a diverse workforce and do not discriminate. We encourage all employees and applicants who meet the position requirements to apply for advancement within the organization regardless of race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Harassment or inappropriate behavior of any kind is not tolerated and could be grounds for termination.
If assistance or an accommodation due to a disability is needed, please discuss with the hiring manager.
