Application Support Engineer

Req number:

R4006

Employment type:

Full time

Worksite flexibility:

Remote

Who we are

CAI is a global technology services firm with over 8,500 associates worldwide and a yearly revenue of $1 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

We are looking for a motivated Application Support Engineer ready to take us to the next level! If you have strong application support, preferably in the veterinary care industry, and are looking for your next career move, apply now.

Job Description

We are looking for an Application Support Engineer to provide day-to-day support, maintenance and enhancements of client applications. This position will be full-time and remote.

Application Support Engineer (Practice Management Software Systems)

The Application Support engineer is responsible for the day-to-day support, maintenance and enhancements of client applications. They will respond to incidents and service requests, within the stablished SLA’s, which will come through the designated ticketing system. They are also responsible for regular maintenance and upgrades which may need to be performed after hours.

The application support engineer will also be required to engage with application vendors either to escalate issues or to coordinate patches and upgrades.

What You'll Do

• Maintenance and Upgrade of client applications

• Daily monitoring of processes and performance of applications

• Respond to and resolve incidents with applications and systems

• Assist with the implementation of software enhancements and system upgrades

• Provide technical support for software related issues to business users

• Work with Infrastructure teams on database and networking updates which could affect applications

• Work with the CISO team to ensure security standards are maintained and addressed

• Work closely with client IT employees and team members to ensure systems are properly maintained and business priorities are met

• Work with Vendors to troubleshoot and address issues with applications

• Use ITIL tools and Processes to conform with the standards of the client for change and incident management

• Document existing architecture, support procedures and project artifacts

• Mentor and support other team members on compliance processes, technical procedures, and systems

• Willing to learn other applications and processes

• Apply automation where possible

• Engage with application vendors to resolve issues and address user questions/concerns

• Communicate effectively with client team members to ensure they are updated on progress and resolve their issues

• Create and maintain SOPs for PMS known issues

• Coordinate with infrastructure team to ensure backups are performed and validated regularly

What You'll Need

• Bachelor’s degree or higher in a Computer science or related field

• 3-6 years' experience supporting IT applications, preferably in the veterinary care industry

• Experience working with Applications and supporting production issues and project work

• Experience with desktop tools, and applications

• Proven ability to work with a vendor regarding support issues, enhancements, and upgrades

Preferred

• Knowledge of Veterinary care patient management systems such as Avimark, Cornerstone, Impromed, Evetpractice and EZVet.

• Familiarity with Microsoft products

• Understanding of Cloud systems and Software as a Service

• Experience with SQL and database management

• Previous Healthcare or Veterinary care experience

• Familiar with ITIL concepts and tools

• Familiar with Waterfall and Agile SDLC methodologies and tools

• Outstanding organizational skills

• Good analytical skills

• Strong written and verbal communication skills

• Well organized with the ability to manage multiple priorities

• Solid interpersonal skills, ability to work on a teams

• Ability to drive work to completion and escalate when necessary

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor

Reasonable accommodation statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.