Join Aya Healthcare, winner of multiple Top Workplace awards!

Aya's Application Support team supports Aya internal applications and their end users. The Application Support Manager will oversee a team of analysts while ensuring high quality of customer service to internal stakeholders. This position will also communicate directly with the Software and Product teams that work together to create outstanding software and service offerings.

Who We Are:

We're a $10+ billion, rapidly growing workforce solutions provider in the healthcare industry. We deliver tech-enabled services that help healthcare organizations meet and manage their contingent labor needs. We build and manage tech-enabled marketplaces for national and local healthcare talent and deliver contingent labor management solutions through our proprietary software platform.

At Aya, we're obsessed with creating exceptional experiences for our clients, clinicians, and employees. In fact, we put employee satisfaction above all else. Our team members are responsible for incomparable customer experience and we know that happy employees are critical to maintaining happy clients. We foster an entrepreneurial, high-energy, low-bureaucracy culture and value innovative thinking and creative problem solving. We embrace diversity in thought and backgrounds unified by a commitment to high achievement. When you join Aya, you'll be surrounded by teammates who care about you as an individual and leaders who will help you grow both personally and professionally.

Responsibilities:

• Monitor the Application Support ticket queue and evaluate performance
• Ensure timely resolution to software issues by identifying, documenting, outlining replication steps, and articulating severity and impact while coordinating closely with Development and Incident Management teams.
• Maintain customer service standards, including actively responding to queries, handling complaints, and establishing best practices throughout the entire technical support process.
• Monitor team productivity and adherence to SLAs and creation of knowledge solutions.
• Provide guidance and support to team members, including monthly one-on-one meetings, career discussions and goal setting.
• Interact with SQL databases and Azure monitoring tools to determine issues that require quick-fix updates and solutions.
• Utilize standard software development systems such as Jira and Confluence to generate detailed development tickets, as well as document processes and update technical documentation as needed.
• Assist Sr. App Support Manager and possibly the IT Client Services Director with tasks, projects and various administrative duties.

Required Qualifications:

• Bachelor's Degree in Management, Business, or an equivalent combination of education and experience
• Familiarity with the Agile software development model
• Experience managing a technical application support team
• Proven experience as a customer support manager preferably within a similar environment
• Comfortable with Support CRM systems and managing support to KPI.
• Comfortable with computer systems and scripting languages, including SQL, Jira, Confluence, SharePoint, Email, and Chat.
• Innate problem-solving ability
• Top-notch oral, written, and interpersonal skills
• A complete team-player who is looking to join a dynamic and growing team
• Career-oriented mentality with a desire for advancement with Aya Healthcare
• Enthusiasm for learning several software programs and development processes
• Desire to be part of an organization that recognizes your talent
• Career-oriented mentality with a desire for advancement with Aya Healthcare

What We Offer:

• Free premium medical, dental, life and vision insurance
• Generous 401(k) match
• Aya also offers other benefits to those that are eligibleand where required by applicable law, including reimbursementsand discretionary bonuses
• Aya provides paid sick leave in accordance with all applicable state, federal, and local laws. Aya's general sick leave policy is that employees accrue one hour of paid sick leave for every 30 hours worked. However, to the extent any provisions of the statement above conflict with any applicable paid sick leave laws, the applicable paid sick leave laws are controlling
• Celebrations! We hit our goals and reward ourselves.
• Company-sponsored virtual events, happy hours and team-building activities are always on the horizon - plus, you get a special treat on your birthday!
• UnlimitedDTO- we believe in time off!
• Virtual yoga, meditation or boot camp classes offered daily

Compensation: Aya reasonably anticipates the pay scale for this position to be an annual salary of $125,000 to $150,000.

The pay scale for this position may vary if applicant possesses experience outside of what Aya reasonably anticipates for this position. Bonuses are subject to the role and your manager's discretion.

Aya is an Equal Opportunity Employer (EEO), including Disability / Vets, and welcomes all to apply. Please click for our EEO policy