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.