Application Support

• Lead and participate in monitoring, maintenance, support, and modernization of systems and software
• Ensure system stability and compliance with technology standards
• Perform maintenance, including installation of patches and upgrades
• Coordinate with delivery teams to implement changes and maintain a stable production environment
• Detect, resolve, and escalate incidents
• Analyze incidents and identify root causes
• Gather information and report on design, reliability, maintenance problems, and bugs
• Monitor system availability, performance, and capacity against baseline metrics
• Report system trends
• Implement methods, techniques, and evaluation criteria for monitoring software reliability and resolving incidents
• Educate and coach junior staff on supported systems and applications
• Lead application governance, including attestations, continuity testing, impact analysis, audit/regulatory inquiries, and compliance with technology standards
• Apply customer-focused practices and manage risks under PNC's Enterprise Risk Management Framework

System Reliability & Support Lead – Application Support

• Support LC-MS product demonstrations, application development, technical training, and customer-facing activities within the Clinical and Forensics markets
• Prepare and deliver customer demonstrations showcasing SCIEX LC/MS products and workflows
• Provide on-site customer training on SCIEX hardware and software platforms and ongoing support
• Work with business and sales units to identify growth areas and key application areas
• Investigate and develop solutions including sample preparation, analytical methods, and reporting for internal use or customer deployment
• Collaborate with colleagues in different regions to develop application solutions
• Assist in defining and developing new hardware and software products
• Test new products within the nominal and accurate mass product portfolio
• Participate in scientific conferences, seminars, and training programs
• Partner with Sales, Service, and Product teams to deliver pre-sales support, customer presentations, and technical expertise

Application Support Scientist

AnewHealth is one of the nation’s leading pharmacy care management companies that specializes in caring for people with the most complex, chronic needs—wherever they call home. We enable better outcomes for patients and the healthcare organizations who support them. Established in 2023 through the combination of ExactCare and Tabula Rasa HealthCare, we provide a suite of solutions that includes comprehensive pharmacy services; full-service pharmacy benefit management; and specialized support services for Program of All-Inclusive Care for the Elderly. With over 1,400 team members, we care for more than 100,000 people across all 50 states.

Job Details

The Lead of Application Support, is a user-facing role and responsible for directly managing helpdesk functions of the application support staff, performing issue escalation, incident management, and key reporting for senior leadership. The Lead position is focused on driving issue resolution, reducing resolution times across key service lines, and ensuring that team members have adequate resources to solve issues accurately at the first point of interaction with customers. As a trusted advisor to Application Support leadership, the Lead will be empowered to recommend improvements to workflow, process, or policies as it relates to IT Service Management objectives. The Lead may also be leveraged in a technical capacity to provide direct resolution or triage of incoming issues. 

Responsibilities
 
Primary Functions: 70% of Time

- Coordinate daily operational support for Enterprise Applications

- Act as the escalation point for critical patient-care application incidents and system outages.

- Facilitate swift incident mitigation to minimize downtime in high-stakes areas.

- Analyze workflows to identify, diagnose, and resolve systemic application software problems.

- Partner with technical teams to execute thorough root cause analysis for recurring issues.

- Review data entry workflows to maintain strict compliance and patient data integrity.

- Formulate standardized support documentation, build policies, and comprehensive user troubleshooting guides.

- Lead application verification testing during system upgrades, security patches, and scheduled maintenance windows.

Strategic Leadership & Vendor Management: 20% of Time

- Mentor, train, and guide a specialized team of application analysts and support liaisons.

- Serve as the primary liaison between frontline staff and enterprise IT infrastructure teams.

- Manage operational relationships with software vendors to track service level agreement compliance.

- Assist in evaluating new software modules, system enhancements, and hardware deployment options.

- Help monitor the applications budget, including tracking software licensing and support contract renewals.

Continuous Improvement & Training: 10% of Time

- Identify opportunities to automate routine system tasks and streamline user support workflows.

- Design and deliver continuous education programs for super-users regarding software updates.

- Track and report on daily support metrics, incident volumes, and resolution time trends.

Education

- Preferred:  Bachelors degree in computer science, information systems, or equivalent

Experience

- 5+ year of experience in a healthcare-based help desk, call center, or equivalent environment required

- 2+ year of experience in a supervisory role

Skills & Abilities

- Strong analytical abilities, organizational skills, problem-solving skills, and attention to detail.

- Demonstrated experience with healthcare software terminology.

- Proficiency with Windows 7/10 and Microsoft Office 365.

- Experience with JIRA and/or Confluence.

- Ability to communicate clearly via email, telephone, or instant message.

- Ability to create/update supporting documentation.

- Ability to work independently in a self-directed manner and collaboratively as a team member.

- Demonstrated ability to work with non-technical personnel.

- Ability to handle stress and prioritize multiple issues in a fast-paced environment and under tight project deadlines

This is a remote position.

AnewHealth offers a comprehensive benefit package for full-time employees that includes medical/dental/vision, flexible spending, company-paid life insurance and short-term disability as well as voluntary benefits, 401(k), Paid Time Off and paid holidays. Medical, dental and vision coverage are effective 1st of the month following date of hire.

AnewHealth provides equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, genetic information, or veteran status, or other legally protected classification in the state in which a person is seeking employment. Applicants are encouraged to confidentially self-identify when applying. Local applicants are encouraged to apply. We maintain a drug-free work environment. Applicants must be eligible to work in this country.

Lead, Enterprise Application Support

AnewHealth is one of the nation’s leading pharmacy care management companies that specializes in caring for people with the most complex, chronic needs—wherever they call home. We enable better outcomes for patients and the healthcare organizations who support them. Established in 2023 through the combination of ExactCare and Tabula Rasa HealthCare, we provide a suite of solutions that includes comprehensive pharmacy services; full-service pharmacy benefit management; and specialized support services for Program of All-Inclusive Care for the Elderly. With over 1,400 team members, we care for more than 100,000 people across all 50 states.

Job Details

The Application Support Liaison for PACE and Automated Prescription Kiosks, serves as the vital operational and strategic bridge between business units, engineering teams, and the enterprise application support ecosystem. Under the direction of the VP, Enterprise Application Support, this role ensures that application support services align perfectly with customer priorities and operational needs. The Application Support Liaison oversees day-to-day liaison activities, translates complex business requirements into technical support requirements, and manages service level agreements (SLAs) to minimize business disruption. By championing user experience and operational excellence, this role drives continuous service improvement, coordinates cross-functional incident resolution, and manages key stakeholder relationships to maximize the value of enterprise applications.

Responsibilities

Primary Functions – 50% of time

- Bridge user, business and IT. Serve as primary contact between business units and technical support teams.

- Manage service delivery by ensuring application support services and engineering solutions meet established user expectations.

- Lead incident escalation by coordinating cross-functional teams to resolve high-priority business-impacting issues.

- Facilitate operational communication. Provide clear, non-technical status updates to business stakeholders during outages.

- Monitor support queues. Analyze ticket trends to identify systemic issues affecting business operations.

- Optimize user experience. Gather business feedback to drive application usability and support improvements.

- Stay aware of application changes to provide communication and expectations.

Onsite Relationship Management & Support – 40% of time

- Conduct onsite visits to client locations or regional offices to assess system performance and user satisfaction.

- Provide hands-on troubleshooting and technical support directly to end-users during site visits.

- Observe real-world software usage to identify user friction points, workflow bottlenecks, and system inefficiencies.

- Act as the visible "face" of IT to build trust, manage expectations, and maintain high satisfaction levels.

Continuous Improvement & Special Projects – 10% of time

- Drive process automation. Identify opportunities to streamline business support workflows through automation.

- Support major deployments. Coordinate business readiness and hypercare support for new application launches.

- Manage knowledge base. Ensure business-facing support documentation and training materials stay updated.

- Embody AnewHealth’s Core Values in all communications and interactions.

- Other duties as assigned.

The above essential functions are representative of major duties of positions in this job classification. Specific duties and responsibilities may vary based upon departmental needs. Other duties may be assigned similar to the above consistent with knowledge, skills and abilities required for the job.  Not all of the duties may be assigned to a position.

Qualifications: These represent the desired qualifications of the ideal candidate. They are not meant to limit consideration for candidates who do not meet all of the standards listed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

- Required: BS in Computer Science, Information Systems, Engineering, or equivalent.

Experience

- 2+ years of experience in healthcare IT application support or systems analysis.

- Minimum of 1–2 years directly supporting a PACE organization or working extensively with specialized PACE EHR software.

- Technical experience with Automated Prescription Kiosks such as ARxium, StatSafe, and/or ESI.

- Proficiency with healthcare software, terminologies.

Skills & Abilities

- Strong analytical abilities, organizational skills, problem-solving skills, and attention to detail.

- Exceptional communication skills with the ability to translate complex technical issues into strategic business impacts for executive audiences.

- Flexible and adaptable to change

- Have an internal sense of drive, self-motivation, a team player, action and results oriented.

- Ability to handle stress and prioritize multiple issues in a fast-paced environment.

- Excited & motivated to learn new technologies and advance personal skillset.

Schedule: This is a full-time position with an expectation to work an average of 40 hours per week and be available outside of normal business hours to meet customer expectations on an ad-hoc basis. Schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed.

Travel:  Ability to travel up to 40% of the time to conduct onsite visits. Travel may be required for special organization or department events, department team meetings, trade shows, conferences, and other client engagements.

Compensation: $58,000 - $70,000

This is a remote position.

AnewHealth offers a comprehensive benefit package for full-time employees that includes medical/dental/vision, flexible spending, company-paid life insurance and short-term disability as well as voluntary benefits, 401(k), Paid Time Off and paid holidays. Medical, dental and vision coverage are effective 1st of the month following date of hire.

AnewHealth provides equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, genetic information, or veteran status, or other legally protected classification in the state in which a person is seeking employment. Applicants are encouraged to confidentially self-identify when applying. Local applicants are encouraged to apply. We maintain a drug-free work environment. Applicants must be eligible to work in this country.

Application Support Liaison (PACE, Rx Kiosks)

• Serve as the first point of contact for internal teams and external customers on feature questions, login/access issues, and general application troubleshooting
• Own new customer (not system) setup and configuration on the Cortex platform and its applications, including user roles and permissions
• Deliver feature demonstrations to internal stakeholders and external customers and prospects
• Help build and validate internal knowledge base, FAQs, and onboarding documentation as new applications launch
• Triage and escalate confirmed bugs or platform issues to engineering with clear reproduction steps and supporting detail
• Partner with the product team on release notes, how-to guides, and training content tied to new features and releases
• Track and manage support requests through Atlassian (Jira), ensuring timely resolution or escalation to the appropriate team
• Monitor and report on recurring support themes to inform product and documentation priorities
• Use AI/LLM tools such as Copilot and Claude to draft customer responses, knowledge-base articles, and feature-training materials, and to speed up troubleshooting and research