Information Technology - Application Support Lead 130-2064

JOB SUMMARY:
The Application Support Lead is responsible for strengthening Service Delivery’s ability to resolve business-critical application issues by building application knowledge, documentation, and training. Serves as a trusted escalation point for business partners when system issues cross departmental lines.

KEY RESPONSIBILITIES:

Author and maintain documented application-support procedures and troubleshooting runbooks for support teams to use independently.
Build and deliver a formal training and knowledge-transfer program to raise enterprise-application troubleshooting capability across Service Delivery.
Manage triage and resolution for escalated, business-critical application issues.
Serve as the primary subject-matter expert and escalation contact for core business applications; partner with stakeholders across departments to ensure timely, appropriate triage and resolution of escalated issues.
Investigate and resolve multi-system issues spanning access, data accuracy, and system-problem reports across customer and provider facing portals.
Assist in identifying recurring failure patterns and candidate work for the next wave of Tier 2 training and ownership.
Document and prepare reports on escalation volume, resolution time, and recurring system issues.
Perform other job-related duties as required or assigned.

QUALIFICATIONS:

Proven ability to troubleshoot and resolve issues across multiple enterprise applications and departments.
Excellent communication and facilitation skills, with the ability to translate technical issues for non-technical, cross-departmental stakeholders.
Demonstrated ability to build documentation, runbooks, and training materials that transfer knowledge effectively.
Strong relationship-management skills; comfortable serving as a trusted point of contact for multiple business units.
Successful completion of Health Care Sanctions background check.

EDUCATION/EXPERIENCE:

A minimum of four years of experience supporting enterprise business applications in a healthcare, health plan, or similarly regulated environment.
Experience triaging and prioritizing competing, business-critical escalations under time pressure.
Direct experience with health plan systems such as core administration platforms (Amisys, QNXT, or equivalent), provider/member/employer portals, or claims-adjacent systems strongly preferred.
Experience building training programs or technical documentation for support staff preferred.