Application Support Supervisor

Minneapolis, Minnesota
Jan 19, 2018
Mar 10, 2018
Employment Status
Full Time

Health Care that Starts with You!

Join a truly mission-driven organization! Independent, nonprofit UCare is recognized as one of the Minnesota's leading health plans. We provide more than 225,000 members across Minnesota and western Wisconsin with the health coverage plans and services they need to maintain and improve their health. The innovative coverage we create makes a difference for Medicare-eligible individuals, individuals and families enrolled in Minnesota Health Care Programs, such as MinnesotaCare and Medical Assistance, and disabled adults with special health care needs. UCare is growing in size, membership, products, geographic coverage, and employees. We're an organization that's going places. Be part of a team that cares about you, be part of UCare.



At UCare, we deliver high-quality health coverage and services to help members of all ages maintain and improve their health. It's a big job that takes innovative ideas, strategic partnerships, and a commitment to doing the right thing. Above all, it takes a compassionate team that is dedicated to making a real difference in the lives of our members and our communities.


Working at UCare is more than just a career; it's a mission. A mission that defines us as professionals, unites us as an organization, and shapes how we interact with our members and each other. Our values of integrity, community, quality, flexibility, and respect permeate every aspect of our organization - from who we are and how we act, to what we do and how we do it. We owe our continued success to our employees who proudly embody our mission and values in everything they do.


Position Description

This position is responsible to lead the day-to-day operations of a team of IT Support Analysts who provide business and/or technical support to the organization. This role sets priorities for the team to ensure tasks are completed in a timely and effective manner while making sure customer service standards are met. Decisions are guided by policies, procedures and business plan with guidance and oversight from the Application Development Manager. Accountable for the results of a large and/or moderately complex support of production. This role must apply acquired expertise to analyze and solve problems without clear precedent. Provide input into resource planning and policy development. The Application Support Supervisor is fully accountable for team management.

·Provide leadership over System Support Analysts by evaluating proposals in order to identify potential problem areas, and make the appropriate recommendations.

·Supervise and coordinate the response to high-severity escalated issues. Act as escalation point for production support incidents and service requests.

·Define roles and responsibilities. Ensure team members understand their jobs and how performance will be measured.

·Evaluate employee performance and provide regular feedback. Reward, coach and discipline staff in a fair and consistent manner.  Ensure staff meets or exceeds expectations in regards to performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service.

·Recruit and hire high potential staff, evaluate staff performance, and provide regular feedback using formal and informal meetings.

·Collaborate with security team to insure that all HIPAA compliancy regulations are followed.

·Align staff work plans and goals with the established overall strategies for the department and provide oversight to ensure goals are met by managing support assignments and workflow.

·Provide financial oversight for owned goods and services. This includes management of operating expense tied to contract labor, maintenance and licensing, as well as demand management and capacity planning for software products. Ensure budgetary goals are met across all accounting categories (e.g., licensing and maintenance, hosted services, non-capitalized hardware and software, etc.).

·Promote and manage a productive work environment and ensure staff are fully engaged.

·Collaborate with network administrators, system and software engineers to assist with quality assurance, program logic, and data processing.

·Cultivate, disseminate, and enforce functional policies, procedures, and quality assurance best practices.

·Coach and develop team members in areas of training and future job opportunities. Ensure team members possess the knowledge, skills, and abilities to support IT services.

·Ensure development life-cycle process and methodologies are implemented effectively for successful service delivery.

·Other projects and duties as assigned.


Bachelor's degree in Information Systems preferred; demonstrated experience may be considered in lieu of a degree.

Required Experience

Five years' experience in application support. Background in system monitoring, automation, alert processes and load balancing. Strong leadership skills and the ability to lead and organize a production support environment. Strong analytical and product management skills required, including a thorough understanding of how to interpret business needs and translate them into application and operational requirements. Expertise in the implementation, support and troubleshooting of production environments.  Experience with system and application linkages to enterprise monitoring, automation, and dashboards.  Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts. Serves as the conduit between the Businesses and IT teams through which requirements flow. Four or more years of experience with business and technology leadership, leading or mentoring teams, working with cross functional teams. Eight or more years of technical experience with systems analysis and support. Knowledge of database design and file management techniques. Excellent understanding of the organization's goals and objectives. Knowledge of applicable data privacy practices and laws.

Preferred Experience

Health care experience. Certification or experience with ITIL v3 Framework. Knowledge in UNIX and Windows operating systems. Understanding of relational database concepts with experience using Oracle. Knowledge of scheduling tools, preferably Appworx or UC4. Technical knowledge of UNIX, Oracle, PL SQL, .NET, SQL Server, troubleshooting techniques, and system analysis skills.


UCare is proud to be a recognized Star Tribune Top Workplace for the 8th consecutive year. As a part of our collaborative team, you'll experience the rewards that come with helping others and seeing the positive results of your hard work. We value and respect each individual's ideas and contributions, and give you the freedom to grow both personally and professionally. We are centrally located, and offer onsite education, equipment and wellness resources, a myriad of volunteer activities, and a number of other rewards. If you're looking for a welcoming environment that celebrates what you have to offer, helps you build on your strengths, and gives you the opportunity to truly make a difference, we invite you to apply.

As an Equal Opportunity/Affirmative Action Employer, we welcome and employ a diverse employee group committed to meeting the needs of UCare, our members, and the communities we serve.



Enter a highly collaborative environment where people are truly engaged, and feedback is valued. You'll enjoy a competitive salary and benefits, as well as a host of other perks, including a nationally recognized wellness program, and a bright, open, award-winning office space in Northeast Minneapolis just minutes from major freeways and retail centers. At UCare, we welcome and employ a diverse employee group committed to meeting the needs of UCare, our members, and the communities we serve.

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