{"id":1999851,"url":"https://alion.io/job/exactcare-pharmacy-lead-enterprise-application-support","title":"Lead, Enterprise Application Support","company":{"id":3853999,"name":"ExactCare Pharmacy","domain":"exactcarepharmacy.com","url":"https://alion.io/company/exactcare-pharmacy","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Support","role_family":"Support","seniority":"lead","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":74000,"max_usd":173000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":16},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Confluence","optional":false},{"name":"Incident Management","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-19T00:00:00Z","employer_posted_date":"2026-09-19","last_verified_at":"2026-10-17T22:12:37Z","board_verified":true,"closed_at":null,"days_open":29,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":29},"description":"AnewHealth is one of thenation’s leading pharmacy care management companies that specializes in caring for people with the most complex, chronic needs-wherever they call home. We enable better outcomes for patients and the healthcare organizations who support them. Established in 2023 through the combination of ExactCare and Tabula Rasa HealthCare, we provide a suite of solutions that includes comprehensive pharmacy services; full-service pharmacy benefit management; and specialized support services for Program of All-Inclusive Care for the Elderly. With over 1,400 team members, we care for more than 100,000 people across all 50 states.\nJob Details\nThe Lead of Application Support, is a user-facing role and responsible for directly managing helpdesk functions of the application support staff, performing issue escalation, incident management, and key reporting for senior leadership. The Lead position is focused on driving issue resolution, reducing resolution times across key service lines, and ensuring that team members have adequate resources to solve issues accurately at the first point of interaction with customers. As a trusted advisor to Application Support leadership, the Lead will be empowered to recommend improvements to workflow, process, or policies as it relates to IT Service Management objectives. The Lead may also be leveraged in a technical capacity to provide direct resolution or triage of incoming issues.\nResponsibilities\nPrimary Functions: 70% of Time\nCoordinate daily operational support for Enterprise Applications\n\nAct as the escalation point for critical patient-care application incidents and system outages.\n\nFacilitate swift incident mitigation to minimize downtime in high-stakes areas.\n\nAnalyze workflows to identify, diagnose, and resolve systemic application software problems.\n\nPartner with technical teams to execute thorough root cause analysis for recurring issues.\n\nReview data entry workflows to maintain strict compliance and patient data integrity.\n\nFormulate standardized support documentation, build policies, and comprehensive user troubleshooting guides.\n\nLead application verification testing during system upgrades, security patches, and scheduled maintenance windows.\n\nStrategic Leadership & Vendor Management: 20% of Time\nMentor, train, and guide a specialized team of application analysts and support liaisons.\n\nServe as the primary liaison between frontline staff and enterprise IT infrastructure teams.\n\nManage operational relationships with software vendors to track service level agreement compliance.\n\nAssist in evaluating new software modules, system enhancements, and hardware deployment options.\n\nHelp monitor the applications budget, including tracking software licensing and support contract renewals.\n\nContinuous Improvement & Training: 10% of Time\nIdentify opportunities to automate routine system tasks and streamline user support workflows.\n\nDesign and deliver continuous education programs for super-users regarding software updates.\n\nTrack and report on daily support metrics, incident volumes, and resolution time trends.\n\nEducation\nPreferred: Bachelors degree in computer science, information systems, or equivalent\n\nExperience\n5+ year of experience in a healthcare-based help desk, call center, or equivalent environment required\n\n2+ year of experience in a supervisory role\n\nSkills & Abilities\nStrong analytical abilities, organizational skills, problem-solving skills, and attention to detail.\n\nDemonstrated experience with healthcare software terminology.\n\nProficiency with Windows 7/10 and Microsoft Office 365.\n\nExperience with JIRA and/or Confluence.\n\nAbility to communicate clearly via email, telephone, or instant message.\n\nAbility to create/update supporting documentation.\n\nAbility to work independently in a self-directed manner and collaboratively as a team member.\n\nDemonstrated ability to work with non-technical personnel.\n\nAbility to handle stress and prioritize multiple issues in a fast-paced environment and under tight project deadlines\n\nThis is a remote position.\nAnewHealth offers a comprehensive benefit package for full-time employees that includes medical/dental/vision, flexible spending, company-paid life insurance and short-term disability as well as voluntary benefits, 401(k), Paid Time Off and paid holidays. Medical, dental and vision coverage are effective 1st of the month following date of hire.\nAnewHealth provides equal employment opportunity to all qualified applicants regardless of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, genetic information, or veteran status, or other legally protected classification in the state in which a person is seeking employment. Applicants are encouraged to confidentially self-identify when applying. Local applicants are encouraged to apply. We maintain a drug-free work environment. Applicants must be eligible to work in this country.","description_format":"text","description_chars":4954,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Life insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Health Care","Prescription Drugs","Pharmacies"],"lifecycle":[{"event":"open","at":"2026-10-07T10:41:18Z"}],"visa":[],"liveness":{"score":43,"band":"fade","label":"Fading","p_open":1,"p_active":0.786,"p_room":0.55,"age_days":28,"expected_fill_days":24,"reasons":["conf:14","velocity","win:tail"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/exactcare-pharmacy-lead-enterprise-application-support","json_url":"https://alion.io/job/exactcare-pharmacy-lead-enterprise-application-support.json","meta":{"generated_at":"2026-10-18T00:07:30Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"search","counted_by":"address","units_charged":0,"used_today":0,"day_limit":null,"remaining_today":null,"minute_limit":null,"resets_at":"2026-10-19T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3853999},"rest":"https://alion.io/mcp/rest/get_company?id=3853999"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fexactcare-pharmacy-lead-enterprise-application-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fexactcare-pharmacy-lead-enterprise-application-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fexactcare-pharmacy-lead-enterprise-application-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/exactcare-pharmacy-lead-enterprise-application-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fexactcare-pharmacy-lead-enterprise-application-support"}]}