Note: The job is a remote job and is open to candidates in USA. Tenet Healthcare is hiring a Customer Support Manager to support internal business users and teams that rely on IBM i-based applications and services. The role manages support cases, collaborates with technical and business teams, analyzes data and system behavior, and recommends process improvements and modernization initiatives.
Responsibilities
- Support internal business users by investigating, triaging, troubleshooting, and resolving reported issues, ensuring tickets are accurately categorized, prioritized, and assigned to the appropriate teams for timely resolution
- Experience working with ticketing systems is required; knowledge of ServiceNow is preferred
- Manage support cases from initial intake through resolution, ensuring accurate documentation and follow-up
- Collaborate with engineering, operations, product, and business teams to address application, data, and process-related issues
- Work closely with the IT Operations team to support enterprise applications, operational processes, and technology initiatives
- Monitor support queues and prioritize work to meet established service level objectives
- Analyze data and system behavior to identify root causes and recommend solutions
- Identify recurring issues and recommend process improvements to improve operational efficiency and user experience
- Evaluate existing processes and systems and propose modernization opportunities, automation solutions, and technology enhancements
- Track support trends, service metrics, and operational performance indicators
- Assist with testing, validation, and implementation activities related to system enhancements and fixes
- Contribute to a culture of accountability, service excellence, innovation, and continuous improvement
Skills
- Bachelor's degree or equivalent practical experience
- Minimum 5 years of experience in customer support, application support, business systems support, technical support, or a related field
- Minimum 5 years of hands-on experience supporting IBM i (iSeries/AS400) environments
- Strong understanding of IBM i operating systems, job processing, system operations, and troubleshooting methodologies
- Strong working knowledge of DB2 for IBM i and advanced SQL skills, including the ability to query, analyze, troubleshoot, and validate data to support issue resolution and operational needs
- Experience investigating data-related issues and performing root cause analysis using DB2 and SQL
- Strong problem-solving, analytical, and troubleshooting skills
- Demonstrated ability to identify process improvement opportunities and recommend practical modernization solutions
- Excellent written and verbal communication skills
- Ability to manage multiple priorities and work effectively in a fast-paced environment
- Experience working with ticketing systems, case management platforms, or similar tools
- Strong organizational skills and attention to detail
- Ability to work collaboratively across technical and business teams and build strong working relationships
- Experience supporting enterprise business applications and operational systems
- Experience in the healthcare industry, particularly with healthcare claims processing, insurance billing, appeals, denials, eligibility, or related revenue cycle management processes
- Technical aptitude and ability to understand software, systems, and technology concepts
- Prior software development experience or familiarity with IBM i development environments, RPG, CL, or SQL is a plus
- Knowledge of Visual Studio Code and modern IBM i development and management tools is a plus
- Experience with process automation, workflow optimization, or modernization initiatives
- Prior experience working with engineering, operations, or product teams
- Knowledge of support best practices, service management processes, and root cause analysis methodologies
Benefits
- Medical, dental, vision, disability, AD&D, and life insurance
- Manager Time Off – 20 days per year
- Discretionary 401k match
- 10 paid holidays per year
- Health savings accounts, healthcare & dependent flexible spending accounts
- Voluntary benefits include pet insurance, legal insurance, accident and critical illness insurance, long term care, elder & childcare, auto & home insurance.
- Paid sick leave and other leave benefits are provided in accordance with applicable federal, state, and local laws.
- Position may be eligible for an Annual Incentive Plan bonus of 10%-50% depending on role level.
- Management level positions may be eligible for sign-on and relocation bonuses.
Company Overview
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