Sr Manager

6 days ago

Pune, Maharashtra, India EVERSANA Full time
Job Title: Sr Manager - Patient Services Support Leader

We are seeking a highly motivated and experienced Patient Services Support Leader to join our growing team at EVERSANA. In this critical role, you will lead a team of support professionals responsible for providing exceptional technical support for our Patient Services Hub and Pharmacy services operations.

The ideal candidate is a seasoned Salesforce Health Cloud Support Lead with a passion for building and leading high-performing teams. They possess a deep understanding of ITIL principles and leverage them to establish a robust support framework. They are analytical, results-oriented, and adept at identifying trends and implementing proactive solutions. They are also a skilled communicator who can bridge the gap between technical and business teams.

Key Responsibilities:
  • Lead and manage a team of Salesforce, Java, and Microsoft CRM support specialists, providing coaching, mentorship, and performance feedback
  • Collaborate with business stakeholders to understand their support needs and expectations and translate them into technical requirements for smaller enhancements as needed
  • Develop and implement a comprehensive support strategy aligned with ITIL best practices
  • Establish and maintain clear escalation processes for complex issues
  • Define and track key performance indicators (KPIs) to measure support team effectiveness and user satisfaction
  • Provide day-to-day management of application support teams, which includes employees and contractors
  • Develop policies and procedures to govern application support functions, such as problem management, change management, and security
  • Assist in the development of Service Level Agreements to establish incident resolution expectations and timeframes
  • Proactively monitor system health and performance using relevant metrics and tools
  • Analyze trends, identify root causes of issues, and implement solutions to prevent recurrence
  • Work closely with development teams to ensure smooth resolution of reported issues
  • Change Management: Responsible for coordinating communications and scheduling to all affected parties when technology changes are to be made
  • Develop and implement a robust Build to Run process, ensuring programs are well-documented and ready for efficient support handoff
  • Foster a knowledge-sharing culture within the support team
  • Stay up-to-date on the latest Salesforce Health Cloud features and functionality
  • Develop and maintain comprehensive technical documentation
  • Ensure code quality through code reviews and unit testing
  • Participate in the Salesforce ecosystem and contribute to the sharing of knowledge and best practices
  • Align to the strategy and governance of EVERSANA's Patient Services business
  • Manage and design solutions for multi-org Salesforce environment
  • Act as SME for Business Process and Salesforce technologies
  • All other duties as assigned
Requirements:
  • Minimum of 5 years of experience in Salesforce support, with a strong focus on the Health Cloud platform
  • Minimum of 10 years proven experience leading and managing a team of support professionals
  • In-depth knowledge of ITIL processes and methodologies
  • Experience with Pharmacy Systems, Salesforce Health Cloud and knowledge of incident, problem, and change management
  • Strong understanding of Experience Cloud, MuleSoft integrations, and API-first development principles
  • Experience working with business rule engines
  • Proven ability to analyze data, identify trends, and develop solutions
  • Excellent communication, collaboration, and interpersonal skills
  • Ability to work effectively in a fast-paced and dynamic environment
  • Demonstrated ability to prioritize competing demands and manage multiple tasks simultaneously
  • Strong understanding of API-first development principles and best practices
  • Holds Salesforce Certification(s), one of or combination of
  • Salesforce Certified Platform Developer I (or higher):
  • MuleSoft Certified Developer
Preferred Qualifications:
  • Excellent communication, collaboration, and problem-solving skills
  • Salesforce Certified Administrator or Salesforce Certified Advanced Administrator
  • Experience with copay program management in Salesforce Health Cloud
  • Experience with healthcare data standards (e.g., HL7, FHIR)
  • Experience working in an Agile development environment
  • Strong analytical and critical thinking abilities

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