Job ID Number

R3718

Employment Type

Full time

Worksite Flexibility

Remote

Job Summary

As the Application Support Engineer, you will be responsible for the day-to-day support, maintenance, and enhancements of client applications.

Job Description

The Application Support Engineer is responsible for the day-to-day support, maintenance, and enhancements of client applications. This position is full-time, remote, and a long-term contract.

The Application Support Engineer will engage with application vendors to escalate issues or coordinate patches and upgrades. They will respond to incidents and service requests within the established SLA's, using the designated ticketing system. Regular maintenance and upgrades, which may need to be performed after hours, are also part of their responsibilities.

What You’ll Do

• Maintain and upgrade client applications

• Monitor daily 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

• Collaborate with Infrastructure teams on database and networking updates affecting applications

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

• Collaborate 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 client standards 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

• Willingness 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 the infrastructure team to ensure backups are performed and validated regularly

What You’ll Need

Required:

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

• 3-6 years of 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 vendors regarding support issues, enhancements, and upgrades

Desired:

• 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

• Familiarity with ITIL concepts and tools

• Experience with API support - MuleSoft, Web Services, Web API

• Familiarity 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 and the ability to work in 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 involving 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.

Equal Employment Opportunity Policy Statement

It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.