Application Support Lead

Job Locations US-NY-Rochester and surrounding areas | US-NY-Amherst and surrounding areas
Job ID
Information Technology


Support the Heritage Christian Services mission by playing a key role in administering various business applications.  Partner with various leaders to support HCS programs and organizational goals related to IT systems and data strategy. Supports and promotes the mission, vision, and values of Heritage Christian Services, Inc.


Pay rate for this position:  $53144 - $62004 / year


The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, and training. The above range represents the organization's good faith and reasonable estimate of the range of possible compensation at the time of posting


  1. Act as administrator for mission-critical and business-critical applications administration assistance
  2. Ensure compliance with internal policies and procedures regarding application access
  3. Ensure timely user setups, role changes, name changes and processing of terminations
  4. Analyze the needs of user access and ensure that user roles and privileges are appropriate for all job functions
  5. Assist in establishing and maintaining guidelines, policies and procedures related to IT processes and data governance
  6. Participate in management of IT backlog, including initial analysis and requirements gathering and prioritization
  7. Triage, prioritize, and resolve escalated help desk tickets related to third party applications
  8. Work with third party application contacts to resolve escalated issues and make recommendations for system enhancements
  9. Facilitate internal system audits, both routine and ad-hoc, to comply with IT policies regarding user access to applications
  10. Work with business units to optimize use of applications to help meet departmental goals and objectives
  11. Participate in evaluation of new applications for use by various HCS programs
  12. Escalate impactful issues as needed to ensure appropriate visibility among IT and program leaders
  13. Assist data stewards and application leads with issues related to data quality and integrity
  14. Apply basic principles regarding applications, databases and integrations of systems, including analysis of data attributes that are updated between systems
  15. Lead cross-functional teams within and outside IT to help resolve issues and make recommendations for change to improve internal processes


  • Bachelor’s degree in Information Technology or related field of study or equivalent combination of education and experience.
  • Minimum one-year experience with systems administration. Experience with EHR (electronic health record) systems is strongly preferred.
  • The ability to diagnose and resolve complex technical problems. Required to be skilled in troubleshooting and problem-solving, and can demonstrate the ability to  be able to work independently or as part of a team.
  • Strong verbal and written communication skills are essential. Must be able to communicate technical information effectively to both technical and non-technical stakeholders.
  • Excellent customer service skills and ability to provide high-quality support to customers. Ability to manage customer expectations, handle difficult situations, and resolve issues in a timely and effective manner.
  • Excellent skills in collaboration and teamwork.  Ability to work effectively with other members of the support team, as well as with other departments within the company.
  • Ability to manage multiple projects simultaneously and be able to prioritize tasks based on business impact and urgency.
  • Ability to analyze data and identify patterns and trends in order to make recommendations for process improvements and product enhancements.

Our Commitment to Equity and Justice


We believe that people are entitled to dignity, respect, equity and justice. We champion a society that removes barriers. We reject racism and discrimination of any kind. We protest systemic and political inequities that marginalize people, recognizing that there is a history of structural racism in the United States. We will continue to learn and change to achieve justice. We know that strength comes from unity.


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