**Manager IS - Provider CRM/Salesforce (REMOTE)**

Location: Philadelphia, PA

Primary Job Function: Information Systems

ID**: 25357

Your career starts now. We're looking for the next generation of health care leaders.

At AmeriHealth Caritas, we're passionate about helping people get care, stay well and build healthy communities. As one of the nation's leaders in health care solutions, we offer our associates the opportunity to impact the lives of millions of people through our national footprint of products, services and award-winning programs. AmeriHealth Caritas is seeking talented, passionate individuals to join our team. Together we can build healthier communities. If you want to make a difference, we'd like to hear from you.

Headquartered in Philadelphia, AmeriHealth Caritas is a mission-driven organization with more than 30 years of experience. We deliver comprehensive, outcomes-driven care to those who need it most. We offer integrated managed care products, pharmaceutical benefit management and specialty pharmacy services, behavioral health services, and other administrative services. Discover more about us at www.amerihealthcaritas.com .

**Overview:**

AmeriHealth Caritas is seeking a passionate and seasoned Salesforce CRM technology manager to join our fast-growing Provider CRM / Salesforce IS team. The technology leader in this role will support the brand-new Salesforce CRM application built for managing Providers and their engagement. This is a people manager role and provides an opportunity to build the support team and establish / fine-tune support processes.

**Role and Responsibilities**

This IS Manager- Provider CRM/Salesforce will manage and support the Provider CRM application and integrations with various internal and external systems. The successful candidate will bring a blend of thought leadership and operational expertise to the team in order to maximize our investment and optimize the application. This position requires an experienced and credible IT leader, capable of ensuring effective day-to-day operations management. Individual in this role will interact with Provider area stakeholders in Business and IS organizations, addressing application support needs. Additionally, the individual would work with other IS organizations of Infrastructure, Shared Services, Security, Quality Assurance/DevOps and PMO.

The individual will address the day-to-day IS operations for the application by owning the following functions -

+ Build and manage the application support team. Help the support team meet and exceed support goals.

+ Establish / fine-tune support processes by working with various departments in IS and Business. Help develop strategies around exceptional support delivery.

+ Provide superior service to all customers/end users by ensuring timely resolutions and regular communication.

+ Manage development and delivery of critical break fixes and enhancements. Be able to perform under pressure to handle critical production issues.

+ Provide regular updates to all stakeholders on the production ticket status/any critical items

+ Change/Release management activities including DevOps (CI/CD) and Operational Readiness functions.

+ 7x24 Support activities for Production environments including administration, production incident resolution.

+ Monitoring and Managing Capacity, Performance and Backups including planning/forecasting these needs.

+ Co-ordinate and collaborate with project development and Salesforce COE teams

+ Monitor and manage the performance and quality of IS vendor deliveries

**Education/Experience:**

+ BA/BS degree in Computer Science or related software engineering field

+ At least 10+ years of software development / application support experience in a fast-paced environment.

+ At least 5+ years of experience leading technical teams as a development / application support Manager or Tech-Lead

+ At least 3+ years of experience with Salesforce echo system and at least 2+ years of Hands-on development experience.

+ Required Technical Skills

+ Salesforce Service Cloud

+ Salesforce Security Model

+ Salesforce Data Model

+ REST, SOAP, MS SQL

+ Experience in Agile development methodology including product backlog, sprint backlog, user stories, continuous integration, Test Driven Development and in Agile tools.

+ Excellent collaborative mentality, verbal and written communication skills

**Preferred qualifications:**

+ Experience in Healthcare Payer industry

+ Salesforce Service Cloud Consultant certification

+ Experience with Conga Product, and its integration with Salesforce. (Strongly preferred)

+ Experience in working with Salesforce IS partners, offshore teams

+ Experience in Health Cloud

+ Basic knowledge of .Net

+ Trizetto Facets Experience

+ Preferred Salesforce Technical Skills:

+ LWCs, Aura Component Custom Development

+ Visualforce, Apex Classes, and Triggers

+ Salesforce Flows, Visual Flows, Flow Triggers, Validations Rules

EOE Minorities/Females/Protected Veterans/Disabled