Application Support Liaison (PACE, Rx Kiosks)

The Application Support Liaison for PACE and Automated Prescription Kiosks, serves as the vital operational and strategic bridge between business units, engineering teams, and the enterprise application support ecosystem. Under the direction of the VP, Enterprise Application Support, this role ensures that application support services align perfectly with customer priorities and operational needs. The Application Support Liaison oversees day-to-day liaison activities, translates complex business requirements into technical support requirements, and manages service level agreements (SLAs) to minimize business disruption. By championing user experience and operational excellence, this role drives continuous service improvement, coordinates cross-functional incident resolution, and manages key stakeholder relationships to maximize the value of enterprise applications.

• Bridge user, business and IT. Serve as primary contact between business units and technical support teams.
• Manage service delivery by ensuring application support services and engineering solutions meet established user expectations.
• Lead incident escalation by coordinating cross-functional teams to resolve high-priority business-impacting issues.
• Facilitate operational communication. Provide clear, non-technical status updates to business stakeholders during outages.
• Monitor support queues. Analyze ticket trends to identify systemic issues affecting business operations.
• Optimize user experience. Gather business feedback to drive application usability and support improvements.
• Stay aware of application changes to provide communication and expectations.

• Conduct onsite visits to client locations or regional offices to assess system performance and user satisfaction.
• Provide hands-on troubleshooting and technical support directly to end-users during site visits.
• Observe real-world software usage to identify user friction points, workflow bottlenecks, and system inefficiencies.
• Act as the visible "face" of IT to build trust, manage expectations, and maintain high satisfaction levels.

• Drive process automation. Identify opportunities to streamline business support workflows through automation.
• Support major deployments. Coordinate business readiness and hypercare support for new application launches.
• Manage knowledge base. Ensure business-facing support documentation and training materials stay updated.
• Embody AnewHealth’s Core Values in all communications and interactions.
• Other duties as assigned.

The above essential functions are representative of major duties of positions in this job classification. Specific duties and responsibilities may vary based upon departmental needs. Other duties may be assigned similar to the above consistent with knowledge, skills and abilities required for the job.  Not all of the duties may be assigned to a position.

• Required: BS in Computer Science, Information Systems, Engineering, or equivalent.

• 2+ years of experience in healthcare IT application support or systems analysis.
• Minimum of 1–2 years directly supporting a PACE organization or working extensively with specialized PACE EHR software.
• Technical experience with Automated Prescription Kiosks such as ARxium, StatSafe, and/or ESI.
• Proficiency with healthcare software, terminologies.

• Strong analytical abilities, organizational skills, problem-solving skills, and attention to detail.
• Exceptional communication skills with the ability to translate complex technical issues into strategic business impacts for executive audiences.
• Flexible and adaptable to change
• Have an internal sense of drive, self-motivation, a team player, action and results oriented.
• Ability to handle stress and prioritize multiple issues in a fast-paced environment.
• Excited & motivated to learn new technologies and advance personal skillset.