Application Support Supervisor

This position is responsible for overseeing daily support activities and ticket management for multiple enterprise communication services and contact center applications within a healthcare environment, including Vocera, Spok Mobile, automatic call distribution, voice messaging, call recording, workforce optimization, on-call, and paging. Responsible for providing operational support related to the ongoing maintenance of these solutions, including basic provisioning, consultation, documentation, training, and integration into clinical and business operations.

This position is eligible for remote work within Iowa and will require a work arrangement form to be completed upon the start of your employment. Per policy, work arrangements will be reviewed annually, and must comply with the remote work program and related policies and employee travel policy when working at a remote location.  

Position Responsibilities:

• Manage daily support activities of various communication services, ensuring timely resolution of incidents, and moves, adds, changes, submitted through the enterprise service portal.

• Serve as a primary liaison, building and maintaining effective working relationships between IT partners, customers, and vendors to foster collaboration and improve service outcomes.

• Monitor, track, and escalate service tickets to ensure efficient processing, appropriate follow-up, and resolution within expected service levels.

• Oversee provisioning efforts across multiple communication solutions to ensure efficient and accurate creation of accounts, permissions and access.

• Establish, document, and maintain standardized provisioning processes to support accurate configuration and consistent service delivery.

• Coordinate and communicate service-impacting changes, system upgrades, downtimes, and technology changes to affected departments and business units.

• Participate in change management processes and meetings to review planned work, assess operational impact, and support successful implementation of services.

• Provide specialized technical support for complex communication applications, integrations, compatibility issues, performance concerns, and system vulnerabilities.

• Review and analyze business needs, workflows, and operational requirements in collaboration with end users and stakeholders to recommend effective communication service solutions.

• Develop and maintain system and call flow documentation, training materials, and knowledgebase content.

• Evaluate and report on service activity, operational metrics, provisioning accuracy, ticket trends, and other measures needed to monitor service performance and support decision-making.

• Recommend and implement process improvements, support procedures, standards, and guidelines to increase efficiency, consistency, and effectiveness.

• Supervise, coordinate work, provide guidance and ensure compliance with organizational policies and procedures for 2 or more staff.

• Participate in on-call support rotations.

• Participate in disaster recovery planning as needed.

• Collaborate with various IT colleges to improve service delivery, facility tracking and ticket management.

Pay Grade:  https://hr.uiowa.edu/pay/pay-plans/professional-and-scientific-pay-structure

Paygrade: 5A

The University of Iowa offers a generous benefits package, including 24 days paid vacation per year to start and paid sick leave. Complete information regarding the full benefits package may be viewed at https://hr.uiowa.edu/benefits

Percent of Time:  100%25

Location: Remote within the state of Iowa

Staff Type: Professional & Scientific

Type of Position: Regular

Education Requirements: 

• Bachelor’s degree in computer science or related field, or an equivalent combination of education and experience.

Experience Requirements: 

• Experience (5-7 years) in application and/or technology support.

• Strong ability to review and solve complex problems using analytical and creative problem-solving skills for design, creation, testing and troubleshooting associated with the support of various communication platforms.

• Experience communicating technical information to non-technical customers.

• Effective communication skills, both orally and in writing.

• Experience with process improvement and enhancing customer experience.

• Experience supervising staff in a customer service role.

Desired Qualifications: 

• Knowledge of communication technologies (Automatic Call Distribution (ACD), Vocera, Interactive Voice Response (IVR), voicemail, call recording, workforce optimization).

• Experience collaborating with technical and non-technical staff on system implementation projects, including development of system and process documentation.

• Experience (5-7 years) supporting IT in a healthcare environment.

To be considered, applicants must upload a resume and cover letter (under submission relevant materials) that clearly addresses how they meet the listed required and desired qualifications of this position. Job openings are posted for a minimum of 7 calendar days. This job may be removed from posting and filled any time after the minimum posting period has ended.

Successful candidates will be required to self-disclose any conviction history and will be subject to a criminal background check and credential/education verification.

This position is not eligible for University sponsorship for employment authorization.

For additional questions contact Ranae Farmer at Ranae-Farmer@uiowa.edu