Manager, Enterprise Applications (Remote)

Availity delivers revenue cycle and related business solutions for health care professionals who want to build healthy, thriving organizations. Availity has the powerful tools, actionable insights and expansive network reach that medical businesses need to get an edge in an industry constantly redefined by change.

Are you a visionary leader who thrives at the intersection of enterprise systems, Agile delivery and service management? We are seeking a dynamic Enterprise Application Manager to own and evolve our Atlassian and ServiceNow platforms as the foundation of our Enterprise Service Management (ESM) strategy. This is not just about supporting IT - this is about reimagining how the entire business delivers services. You will drive connected, efficient, and user-friendly service experiences through thoughtful platform design, strong leadership and a commitment to continuous improvement and agile delivery.

Reporting to the Senior Manager, User Services, you will lead the strategic vision, roadmap and execution of Atlassian and ServiceNow Platforms, with a core focus on enabling Enterprise Service Management (ESM) across departments. Manage a skilled team of developers and administrators, partner with business leaders to translate service needs into outcomes and continuously enhance our service delivery capabilities through agile, automated, and scalable solutions. A strong focus on improving the customer experience aspects of our ESM systems, bringing current knowledge and future vision of technology to meet Availity's business needs.

Sponsorship, in any form, is not available for this position.

Location: Remote, US

Role qualifications:

• Bachelor's degree in Information Technology or equivalent work experience; 7+ years of experience managing ServiceDesk technologies (e.g., ServiceNow and/or Atlassian platforms) with hand-on technical and strategic responsibilities and managing offshore resources in India.
• Deep understanding of ITSM and ESM concepts, including incident, problem, change, request and knowledge management extended into other business functions.
• Proven ability to scale service management capabilities across multiple departments with a focus on business outcomes and operational efficiency.
• Proven ability leading and managing multiple priorities and projects (medium to large projects) and rolling out IT systems and services across various technology platforms. Experience building and leading Agile teams, including backlog ownership, spring planning, and delivery management.
• Under minimal supervision, thrives in a fast-paced environment with exceptional planning, organizational, analytical, problem-solving, and decision-making skills
• Strong stakeholder management skills - able to lead prioritization discussions, negotiate trade-offs, and build consensus across technical and non-technical audiences.
• Proficiency in platform governance, reporting analytics, integration strategy and automation of service processes - to bring solutions to resolve business issues while also managing costs and risks.
• Proven expertise in the management of KPIs and Service Level Agreements and robust ability to produce detailed reports on key metrics and KPI.
• Demonstrated excellent customer service, interpersonal and leadership skills in communication, both written and verbal at all levels of an organization. Established record as an effective collaborator; experience presenting and working with executive leaders.
• Skilled in managing team dynamics and mentoring/coaching others. Ability to lead and persuade others in a fast-moving environment with frequently changing priorities and assignments.

Preferred Qualifications:

• Certifications in area of expertise: ServiceNow certifications (CSA, ITSM, HRSD, or Application Developer); Atlassian certifications (ACP-600/620 or equivalent); ITIL v4 certification or strong familiarity with ITIL/ESM frameworks.
• Experience implementing or managing enterprise request portals, service catalogs, or shared workflow engines; supporting multiple functional departments through a shared service model.
• Experience operating in a highly regulated environment, scoping solutions that meet frameworks and regulations such as HITRUST and HIPAA.
• Experience managing in an Agile environment utilizing Jira for work organization and completion.
• Familiarity with CMDB strategy, discovery tools and asset lifecycle management in ServiceNow.
• Proficiency with automation, DevOps, and scripting.

What you will be doing:

• Strong communication skills to develop and lead the enterprise roadmap for ServiceNow and Atlassian platforms, with a focus on enabling cross-functional ESM capabilities (e.g., incident management, problem management, request management, knowledge management, workflows, integrations and self service).
• Expand ITSM principles into a true enterprise service model - working with other departments to onboard them into shared service management practices and platforms.
• Act as the strategic liaison between business stakeholders and technical teams - gathering requirements, aligning priorities, and translating needs into actionable development tasks.
• Manage and mentor high-performing team responsible for platform administration, development, configurations and integrations.
• Service as Product Owner for ESM, ServiceNow and Atlassian backlogs - writing and prioritizing user stories, leading Agile ceremonies and ensuring clear deliverables. Review quality of deliverables, focusing on satisfying business objectives and meeting business benefits. Identify opportunities for continuous improvement.
• Building and sustaining vendor relationships, negotiate contracts, and manage software licensing.
• Promote service automation, self-service, and standardization across the enterprise to deliver efficiency and improve the end-user experience.
• Ensure the reliability, scalability and governance of platforms through proactive maintenance, upgrades and security practices.
• Monitor service performance metrics and use data to continuously improve service delivery and platform value.
• Advocate for process alignment, workflow integration and a unified service portal across all departments participating in ESM.
• Understands and complies with ethical, legal and regulatory requirements applicable to our business.

Availity culture and benefits:

• Availity is a certified "Great Place to Work", a "Best Workplaces for Technology Companies", a "Best Workplaces for Women" and a "Best Workplaces for Millennials"!
• Culture is important to us and there are many ways for you to make your mark here!
• We have several Diversity & Inclusion teams and various ways to engage with fellow Availity associates. "AvaiLadies", "Beyond Black", "HOLA", "Availity Pride", "VetAvaility" a Young Professionals Group and "She Can Code IT" a group for women in tech are some of the groups you can get involved in.
• Availity is a culture of continuous learning. We have many resources and experts in our tech stack and in our industry that can help get you there too!
• We offer a competitive salary, bonus structure, generous HSA company contribution, healthcare, vision, dental benefits and a 401k match program that you can take advantage of on day one!
• We offer unlimited PTO for salaried associates + 9 paid holidays. Hourly associates start at 19 days of PTO and go up from there with all the same holiday benefits.
• Interested in wellness? We allow our associates to reimburse up to $250/year for gym memberships, participation in racing events, weight management programs, etc.
• Interested in furthering your education? We offer education reimbursement!
• Availity offers Paid Parental Leave for both moms and dads, both birth parents and adoptive parents.
• Want to work for an organization that gives back to the community? You're at the right place! Availity partners with various organizations, both locally and nationally, to raise awareness, funds and morale as our staff members volunteer their time and funds to engage the organizations campaign.

Next steps:

After you apply, you will receive text/email messages thanking you for applying and then you will continue to receive more text/email messages alerting you as to where you are in the recruitment process.

Interview process:

• Recruiter resume review
• Manager resume review
• Recruiter video interview
• Manager video interview
• Technical panel video interview
• Team video interview
• Senior Leadership video interview

Video Camera Usage:

Availity fosters a collaborative and open culture where communication and engagement are central to our success. As a remote first company, we are also camera-first and provide all associates with camera/video capability to simulate the office environment. If you are not able to use your camera for all virtual meetings, you should not apply for this role.

Having cameras on helps create a more connected, interactive, and productive environment, allowing teams to communicate more effectively and build stronger working relationships. The usage of cameras also enhances security and protects sensitive company information. Video participation is required to ensure that only authorized personnel are present in meetings and to prevent unauthorized access, data breaches, preventing social engineering, or the sharing of confidential information with non-participants.

Disclaimers:

Availity is an equal opportunity employer and makes decisions in employment matters without regard to race, religious creed, color, age, sex, sexual orientation, gender identity, gender expression, genetic information, national origin, religion, marital status, medical condition, disability, military service, pregnancy, childbirth and related medical conditions, or any other classification protected by federal, state, and local laws and ordinances.

Availity is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

NOTICE: Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States. When required by state law or federal regulation, Availity uses I-9, Employment Eligibility Verification in conjunction with E-Verify to determine employment eligibility. Learn more about E-Verify at http://www.dhs.gov/e-verify.

Click the links below to view Federal Employment Notices.

Family& Medical LeaveAct Equal Employment Law PosterPay TransparencyEmployee Polygraph Protection Act IER Right to Work Poster Important Notice about Employee Rights to Organize and Bargain Collectively with Their Employers