IT Specialist II - Application Support

Date: Oct 13, 2021

Location: Rancho Cucamonga, CA, US

Company: Inland Empire Health Plans

Job Requisition ID: 6054 


Position Summary/Position


Under direction of the Manager, Enterprise Application Support the IT Specialist II - Application Support is responsible for the support functions related to the implementation, configuration and on-going maintenance of IEHP essential business application programs. The duties will include research and analysis of application programs, interaction with the software vendor as necessary, coordination of user training, user support and problem solving.  Coordinates with other teams or specialists to resolve issues. Analyzes changes of product design to determine the effect on the end product design and function and determines and prepares documentation necessary for change.  

Major Functions (Duties and Responsibilities)


1. Develop a comprehensive understanding of application features and capabilities in order to provide effective support to the user community.
2. Identify and analyze current IEHP business processes and requirements to support any implementation and configuration activities.
3. Create departmental workflow diagrams as they relate to the application program.
4. Produce and manage application testing scenarios to best support new/revised development and application upgrades/code push activities.
5. Provide individual specific user training related to the appropriate usage of application when issues reported by user community, as needed.
6. Thoroughly document inconsistencies/ issues/ concerns for follow-up and /or resolution by internal support staff or the software vendor.
7. Report the status of assigned tasks and / or related problem issues to the application implementation team.
8. Develop and maintain policies and procedures related to job functions, application configuration, general usage of supported systems and application maintenance.
9. Provide first and second tier support of one or more major organization-wide application/system, including configuration, user support, security and development efforts and has 1000 users or more.
10. Provide first and second tier support additional applications/systems that have less organizational usage and may include user support, security, and configuration and has 50 users or less.
11. Development of multiple tracking documents related to security and permissions, lending itself to enhanced cross training capabilities and task sharing.
12. Monitor incoming requests for potential impact and provide alternative solutions if necessary to meet request goals.
13. Assist in the training and introduction of new staff into the support team.
14. Identify and engage other support areas as needed for issue resolution.

Supervisory Responsibilities

Leading: Self

Experience Qualifications


Three to five (3-5) years of previous experience in managed care/health plan environment, specifically in managed care application support or managed care application configuration required. Significant experience ensuring the delivery of high quality user support.

Preferred Experience


Experience preferably in a health care industry/organization.

Education Qualifications


Associate degree from an accredited institution required.

Significant experience or certification may be considered in lieu of degree: In lieu of a degree, a minimum of 6 years of relevant work experience or preferred certification is required.

Drivers License Required


Knowledge Requirement


Generally understand project management principles. Principles of sound testing methodologies.

Skills Requirement


Strong analytical and troubleshooting skills. Ability to develop strong desktop reference material for maintaining various systems, documentation on standard issues that arise (FAQ document) for reference.

Abilities Requirement


Effective communication, both verbal and written, to all levels of staff. Ability to provide positive customer support to the user community. Able to work under pressure with deadlines and be able to meet those deadlines. Able to show initiative when it comes to looking at better ways to perform necessary tasks, or ways to prevent re-work, etc.  Able to work independently on a regular basis. Display foresight in the identification of potential problems and work to heading them off before they occur. Ability to remain positive while dealing with challenging situations, whether it be system related issues, training issues, or the sudden changing of task direction.  Detail oriented.  Willingness to take on new functions within the role, for example bringing in additional ancillary applications in conjunction with main systems and providing support for those additional systems. Actively pursues knowledge to expand on understanding of more than just the tasks they are directly responsible for.

Commitment to Team Culture


The IEHP Team environment requires a Team Member to participate in the IEHP Team Culture. A Team Member demonstrates support of the Culture by developing professional and effective working relationships that include elements of respect and cooperation with Team Members, Members and associates outside of our organization.

Working Conditions


Occasional weekend and evening work.  Open floor plan work environment subject to a lot of noise and disruptions.  


Starting Salary: $57,948.80  - $73,860.80  

Pay rate will commensurate with experience


Inland Empire Health Plan (IEHP) is the largest not-for-profit Medi-Cal and Medicare health plan in the Inland Empire. We are also one of the largest employers in the region. With a provider network of more than 6,000 and a team of more than 2,000 employees, IEHP provides quality, accessible healthcare services to more than 1.2 million members. And our mission and core values help guide us in the development of innovative programs and the creation of an award winning workplace. As the healthcare landscape is transformed, we’re ready to make a difference today and in the years to come. Join our Team and Make a Difference with us! IEHP offers a Competitive salary and a benefit package with a value estimated at 35% of the annual salary, including medical, dental, vision, team bonus, and retirement plan.