Team Lead/Manager Application Support

Job Description:This position manages application support activities, facilitating resolution of problems experienced around the supported software product for QNXT customers and internal staff.  Responsible and accountable for the coordination of the functions required to successfully meet our contractual support requirements. Utilizes advanced troubleshooting skills and answers complex questions on function and usage of product.  Promotes and maintains a high quality, professional, service-oriented company image among users by utilizing high quality customer handling techniques.  Recognizes and takes initiative to generate new, innovative procedures for improving management of customer expectations and problem resolution. Job Functions: Ensure the team provides ongoing communication with customers regarding open issues and reasonable attempts are made to gain customer agreement prior to closing incidents.  Foster staff to provide solutions versus just answering questions. Participate in and provide input into performance reviews. Enhance supervisory skills, show initiative and take responsibility for decisions that impact team goals. Facilitate effective communication and develop positive relationships with other departments and with customers. Handle escalations and follow up on resolutions with staff and customers. Monitor day to day functions of support operations and metrics. Schedule staff and ensure that customer support is provided in accordance with SLA contract. Participate in company incentive and recognition programs as applicable Train/mentor junior level personnel in complexities of assigned work. Ensure team members have current and future skills needed for success. Product releases are distributed as scheduled for revenue recognition. Contribute to team service levels and customer satisfaction. Develop and contribute to team knowledge sharing. Identify trends and recommend operational solutions in order to provide superior health care/ managed care application support. May occasionally travel to customer sites.  Qualifications: Strong technical aptitude, data analysis skills, and application troubleshooting experience. Experience with database administration and system administration strongly desired. Experienced in application support required. Excellent general industry knowledge and detailed knowledge of one or more complex business area/process within the Healthcare/Managed Care industry. Experience using a healthcare claim system, both from a GUI front side, as well as using SQL to query the databases from the back end of the application. Microsoft Operating Systems (Security, IIS, Remote Desktop), SQL Server 2000/2005 Strong product knowledge of QNXT highly preferred. Excellent verbal, written, interpersonal, and strong customer service skills. Demonstrate excellent judgment to assess highest priorities; able to manage time and resources effectively. Ability to establish techniques to effectively monitor and supervise the work of employees and the results of delegated assignments. Ability to work in a fast-paced multi-tasking environment, working both independently and in a team environment. More than 5 years health care related and/or systems experience preferred. Bachelors degree or equivalent relevant experience.We recognize that our employees are our greatest assets and want each one to have a long, successful career at TriZetto.  Therefore, we offer a variety of training programs and career development opportunities, and believe in a healthy work-life balance.  TriZetto offers paid vacation, sick, and holiday time.  Additional company benefits include medical, dental, vision, short- and long-term disability, flexible spending accounts, tuition reimbursement, and a 401(k) plan.