Applications Manager

Job Overview

The Application Manager is primarily responsible for providing day-to-day leadership to the functional team for all core activities pertaining to the planning and execution of projects related to application build, maintenance & optimization. The Application Manager is responsible for the overall design and development of the application, keeping the IT Leadership team, project team, & operational stakeholders abreast of any key changes & impacts, and ensuring alignment with cultural and clinical transformation objectives.

Team and Application Management

• Holds team accountable for deliverables and communications to customers and other stakeholders
• Gathers, documents, and provides feedback for team lead/member performance
• Drives stakeholder satisfaction by delivering quality application builds and support with controlled and planned change management according to IT procedures
• Reviews vendor software releases and updates to help leadership and operations determine features to enable and utilize
• Keeps team aging incident and catalog tickets to a minimum
• Prepares details of specifications as needed
• Obtains sufficient in-depth knowledge of the software to serve as a bridge between customers and application team
• Keeps communications between team members and across teams by holding regular one-to-one meetings with staff, huddles, and project meetings
• Affirms implementation strategies and the impact those strategies will have on workflows and operations
• Analyzes new functionality in new releases to advise IT Leadership, operations and SMEs on adoption & implementation
• Ensures in-depth analyses of workflows, data collection, report details, and other technical issues associated with the use of the software

Project Leadership & Management

• Serves as a liaison between customer workflow needs and application team and vendor
• Maintains regular communication with vendor, customers, IT Leadership including participating in weekly project team meetings and other application builds/enhancements
• Works with vendor representatives, RWJBH’s business community, and customers to ensure the system meets RWJBH’s business needs in regard to the project deliverables and timeline
• Responds to vendor's technical questions
• Demonstrates self-direction and initiative to problem solve within role scope and escalates

Quality and Customer Service

• Promotes a compassionate and supportive environment
• Demonstrates efforts to provide prompt and consistent customer service and holds team members to the same
• Holds team members responsible for communication of ticket/build progress to customers via ticket communication updates, build updates including potential delays in delivery timeline
• Ensures proper testing, including customer acceptance testing is completed prior to implementation of new builds
• Develops customer satisfaction survey or feedback as appropriate
• Collaborates with other application teams as necessary for customer needs
• Coordinates test plans and new systems, complying with version upgrades and system modifications
• Mets with customer operations leadership to gather feedback on applications and plan for annual operational goals
• Develops and sustains a support model inclusive of on-call, project go live support and ongoing maintenance support as required by operational service needs

Management Responsibilities

• Promotes a collaborative and supportive work environment
• Serves as a role model for colleagues and staff following processes, procedures and behaviors
• Ensures the team meets deadlines for reports, feedback and projects set by IT Leadership
• Performs HR functions inclusive of recruitment, interviewing, hiring, goal setting, performance appraisals, and disciplinary actions as necessary
• Provides timely feedback to team members regarding performance to promote their growth and success
• Works with Directors and IT Leadership to maintain budgets
• Develops and maintains on-call schedule to ensure effective coverage