[Hiring] Application Support Supervisor @University of Iowa

Role Description

This position is responsible for overseeing daily support activities and ticket management for multiple enterprise communication services and contact center applications within a healthcare environment, including:

• Vocera
• Spok Mobile
• Automatic call distribution
• Voice messaging
• Call recording
• Workforce optimization
• On-call
• Paging

Responsible for providing operational support related to the ongoing maintenance of these solutions, including:

• Basic provisioning
• Consultation
• Documentation
• Training
• Integration into clinical and business operations

This position is eligible for remote work within Iowa and will require a work arrangement form to be completed upon the start of your employment. Per policy, work arrangements will be reviewed annually, and must comply with the remote work program and related policies and employee travel policy when working at a remote location.

Qualifications

• Bachelor’s degree in computer science or related field, or an equivalent combination of education and experience.
• Experience (5-7 years) in application and/or technology support.
• Strong ability to review and solve complex problems using analytical and creative problem-solving skills for design, creation, testing, and troubleshooting associated with the support of various communication platforms.
• Experience communicating technical information to non-technical customers.
• Effective communication skills, both orally and in writing.
• Experience with process improvement and enhancing customer experience.
• Experience supervising staff in a customer service role.

Requirements

• Knowledge of communication technologies (Automatic Call Distribution (ACD), Vocera, Interactive Voice Response (IVR), voicemail, call recording, workforce optimization).
• Experience collaborating with technical and non-technical staff on system implementation projects, including development of system and process documentation.
• Experience (5-7 years) supporting IT in a healthcare environment.

Benefits

• Generous benefits package, including 24 days paid vacation per year to start.
• Paid sick leave.
• Complete information regarding the full benefits package may be viewed at University of Iowa Benefits .

Company Description

Job openings are posted for a minimum of 7 calendar days. This job may be removed from posting and filled any time after the minimum posting period has ended.

Successful candidates will be required to self-disclose any conviction history and will be subject to a criminal background check and credential/education verification.

This position is not eligible for University sponsorship for employment authorization.

For additional questions contact Ranae Farmer at [email protected] .