The Role
Lead application support and maintenance, manage production incidents and ServiceNow administration, prioritize and coordinate resources and changes, drive strategic planning and system improvements, lead testing and project delivery, and liaise with stakeholders and vendors.
Summary Generated by Built In
Job Summary & Responsibilities
- Maintaining Application Systems
- Prioritizes and coordinates application support efforts. Updates management on escalated issues on a regular basis.
- Supports and maintains Production incidents tracking on a daily basis by managing and responding to Production incidents based on their severity level. Ensures resources are allocated to cover after-hour problems. The Application Lead will be the escalation level on after-hour problems.
- Prioritizes the ongoing, preventative maintenance of applications. Coordinates the resolution of problems as they occur. Schedules and coordinates changes to production environment.
- Administers ServiceNow as required by IT management . Updates IT management on a regular basis. Communicates with customers on a regular basis as to the status of their work requests and application systems.
- May be assigned the role of Team Lead which involves resource planning and making work assignments.
- Works with Solution Delivery Managers to determine whether resources with appropriate skills are available to meet customer commitments. Assigns tasks to appropriate allocated resources on specific assignments.
- Provides monthly projections for ongoing resource allocation needs for assigned application systems.
- Establishes service level agreements with customers. Participates in implementing a performance measuring, tracking, and reporting system. Monitors IT production to ensure negotiated service levels are met and coordinates resources in order to meet those levels.
- Coordinates the maintenance of all documents related to assigned application system.
- Leads the identification of system requirements. Devises or modifies procedures to solve problems considering computer equipment capacity and limitations, operating time, form of desired results, and integration of components.
- Strategic Planning and Leadership
- Identifies, facilitates, coordinates, and participates in redesigning and fixing areas where team members will improve system performance, system reliability, and/or maintainability.
- Understands and defines near and long-term technology needs. Analyzes the current application system to identify and document opportunities for improvements. Plans for the future direction of the application.
- Participates in short- and long-term planning sessions with clients to improve business processes. Generally involves using and improving information systems. Documents discussion and agreements.
- Makes buy vs. build recommendations. Provides input into evaluation of system options, risk, cost versus benefits, and impacts on business processes and goals.
- Leads the evaluation and selection process for application packages within area of responsibility.
- Provides technical agile team leadership, coaching and mentoring to team members. Provides technical guidance or business process expertise. Develops reports and presentations for senior management, as needed.
- Review and approve design solutions to ensure the design of application system changes will meet the needs of the requirements and ongoing support of the system. Conduct design sessions for changes as required.
- Receives high-level business requirements and develops detailed requirements. Prioritizes efforts.
- Leads medium to large-sized, moderately to highly complex projects as assigned. Provides work direction and leadership to assigned projects following HMSA's project management methodology.
- Oversees unit testing and ensures applications meet specifications. Manages and leads integration testing.
- May facilitate the evaluation, selection and contract negotiation for external vendors and independent contractors. Acts as liaison between business client and vendor.
- Develops and maintains a productive working relationship with application and project stakeholders.
- Performs all other miscellaneous responsibilities and duties as assigned or directed.
#LI-Hybrid
Preferred Qualifications- Bachelor's degree in related technical/business areas or equivalent work experience and cumulative six years of relevant technical and business experience across multiple technologies and business functions.
- May substitute a higher-level degree in related technical/business areas and less work experience.
- Advanced business and software development knowledge.
- Working knowledge of the software development lifecycle and ability to perform analysis, development, testing, problem solving, trouble shooting, work breakdown and estimation.
- Working knowledge of consuming data objects transforming and delivering data in files, to data stores or APIs.
- Working knowledge of ETL development and maintenance.
- Intermediate working knowledge of Microsoft Office Applications. Including but not limited to Outlook, Word, and PowerPoint.
- Advanced working knowledge of Microsoft Excel.
Skills Required
- Bachelor's degree in technical/business area or equivalent with ~6 years relevant experience
- ServiceNow administration experience
- Advanced business and software development knowledge
- Working knowledge of software development lifecycle (analysis, development, testing, troubleshooting)
- Experience consuming, transforming, and delivering data via files, data stores, or APIs
- ETL development and maintenance experience
- Intermediate Microsoft Office skills (Outlook, Word, PowerPoint)
- Advanced Microsoft Excel skills
- Experience leading teams, resource planning, and coordinating production support
- Experience managing production incidents and after-hours escalation
HMSA Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about HMSA and has not been reviewed or approved by HMSA.
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Healthcare Strength — Medical and dental coverage are described as solid, with preventive services and select zero‑cost features adding value in recent plan years. Employer-sponsored plans can have affordable premiums in certain groups and broad access options.
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Retirement Support — A 401(k) with company match and potential discretionary contributions forms a strong component of total rewards. Retirement support complements the core medical and dental package.
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Leave & Time Off Breadth — Paid holidays and PTO that increases with tenure provide meaningful time‑off flexibility. Time‑away benefits scale with service length.
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The Company
What We Do
The Hawaii Medical Service Association (HMSA), an independent licensee of the Blue Cross and Blue Shield Association, is a reliable name in Hawaii health care. Established in 1938, we are the largest and most experienced provider of health care coverage in the state. Over half of Hawaii’s population have chosen HMSA for their health care coverage. We are dedicated to providing quality, affordable health plans; employee benefit services; and worksite wellness programs. HMSA also offers a variety of programs, services and support to help improve the health and well-being of our members and community.
