Zone: Digital Health
Location: NL Centre for Health Information (NLCHI)

Application Support Operations Team Lead
Digital Health - APPLICATION SUPPORT
Temporary Full-time
Hours 70 (8 hours; On-Call)
Salary ($72,639 - $94,431)
Competition Number VAC0001319
Posted Date 2024-10-16
Closing Date 2024-10-25
Demands, duties, qualifications The Application Support Team Lead is responsible for assisting the Manager with planning, coordinating, and managing application related activities within the division. The incumbent provides application portfolio management leadership to ensure all aspects of an applications lifecycle are monitored ensuring application management standards are being maintained, risks are monitored, and support services are focused on priority incidents and problem management.

The Team Lead works with the technical teams, Manager, and Director helping with input and suggestions on technical direction, budgeting, capacity planning, service monitoring, systems life cycle management, team mentoring, and training and vendor relationships.

The Team Lead assists in the development of Operational Level Agreements and Service Level Agreements with other departments as well as outside partners. The Team Lead provides guidance on transition to operations and support planning requirements for new solutions. The position receives general direction from the Manager, while being expected to work with a high level of independence.

The Team Lead will work closely with the NLHS Provincial Application Support Team as an integrated member supporting all departments (clinical, financial, administrative, etc.) within NLHS. Reporting to the Manager, Application Support, you will be responsible for, but not limited, the following:

• Work with team members and management to develop new policies/procedures essential for maintaining the daily operations of the division.
• Participate in budgeting exercises and assisting in forecasting costs and contract reviews.
• Responsible for change and release planning with the application support teams across all zones.
• Apply application portfolio management best practices and maintain the application capabilities register.
• Maintain knowledge base articles that support team members during incident and problem resolution.
• Provide regular updates on workload and resource allocation for support tickets across all NLHS zones.
• Provide leadership to the team in the resolution of ongoing problems and determine possible solutions and make recommendations.
• Advise management on existing and emerging technical issues and present possible solutions.
• Ensure use case and test cases are developed and maintained for all solutions.
• Ensure privacy and security standards maintained by facilitating application management reviews with architecture, privacy, and security teams.
• Develop and oversee application monitoring for performance.
• Develop and oversee application monitoring for on call response and proactive troubleshooting.
• Performance and capacity planning for existing relevant applications.
• Managing the systems lifecycle by identifying end of support life for systems components and taking appropriate actions toward replacing or upgrading.
• Provide advanced technical (3rd tier) support for complex problems and incidents.
• Mentor team members on technical and non-technical topics.
• Involve team members in application management activities.
• Delegate and monitor progress of tasks assigned to Application team members.
• Provide timely updates to manager for operational issues, progress, and recommendations.
• Maintain the on-call roster for the team and notify the Service Desk as to any changes.

**A requirement for this role will be to take part in an on-call rotation for after-hours support**

About You
Your education and experience include:
• Bachelor's degree and/or Diploma in Computer Science or IT related field.
• A minimum of 7 years' experience providing application support in a multi-system, highly integrated enterprise environment.

You have the following skills and abilities:
• 7 - 10 years' experience with:
o Working at a senior level with advanced technical applications.
o Successfully completing technical projects.
o Knowledge of a wide variety of technical platforms.
o Providing technical advice to project teams and senior leadership.
o Application resource monitoring and capacity planning.
o Operational Level Agreements and Service Level Agreements.
o ITIL and Change Management policies.
o Mentoring application support resources.
o Delegating tasks to team members & providing training direction.
o Release management.
• Advanced technical problem-solving skills.
• Knowledge of and experience with the Digital Health Services computing resources and applications.
• Strong interpersonal and networking skills to establish and maintain positive working relationships with senior leadership, management, team members, and vendors.
• Ability to research, analyze and interpret information from industry reports and other sources of information.
• Strong oral, written and presentation skills.
• Must be a self-directed, team player. The ability to effectively lead a group in the realization of a given objective.
It would be an asset if you have the following:
• Experience with HL7 messaging standards.
• Experience in the analysis, design, and development of complex integrated enterprise level applications.
• Proficiency in analyzing data in addition to report writing using SQL.
• Salesforce experience or certification in salesforce administration or salesforce developer is an asset.
• Experience with BI reporting and data visualization tools.
• Experience with various programming languages and software development.

Demonstrated equivalencies may be considered.