Manager, SaaS Enterprise Platforms (Shared Services – Workday & Enterprise Platforms)

Overview: The Manager, Enterprise SaaS Platforms leads the day-to-day execution, support, and operational management of VNS Health's enterprise SaaS applications, including platforms such as Workday, HealthEdge, Netsmart, Homecare Homebase, Home Health Aide eXchange, AthenaHealth, supporting business systems, and Artificial Intelligence-enabled solutions. • Leads Tier 2 application support across enterprise SaaS platforms and ensures timely resolution of incidents, problems, and service requests with minimal disruption to clinical and business operations.

Overview: The Manager, Enterprise SaaS Platforms leads the day-to-day execution, support, and operational management of VNS Health's enterprise SaaS applications, including platforms such as Workday, HealthEdge, Netsmart, Homecare Homebase, Home Health Aide eXchange, AthenaHealth, supporting business systems, and Artificial Intelligence-enabled solutions. The role is responsible for ensuring platform stability, security, and alignment with business and clinical needs through effective application support, configuration management, release coordination, user access management, and vendor engagement.The Manager partners with Platform Engineering, Product Owners, and business stakeholders to support reliable system performance and continuous improvement of platform capabilities. The role leads and develops a team of platform analysts and administrators while remaining engaged in operational oversight and delivery. This position works under general direction with moderate autonomy. Responsibilities:

What We Provide

 

• Referral bonus opportunities     
• Generous paid time off (PTO), starting at 30 days of paid time off and 9 company holidays   
• Health insurance plan for you and your loved ones, Medical, Dental, Vision, Life and Disability    
• Employer-matched retirement saving funds   
• Personal and financial wellness programs    
• Pre-tax flexible spending accounts (FSAs) for healthcare and dependent care     
• Generous tuition reimbursement for qualifying degrees   
• Opportunities for professional growth and career advancement    
• Internal mobility, generous tuition reimbursement, CEU credits, and advancement opportunities 

 

What You Will Do

 

• Platform Operations & Support

• Leads Tier 2 application support across enterprise SaaS platforms and ensures timely resolution of incidents, problems, and service requests with minimal disruption to clinical and business operations.

• Oversees incident, problem, and request management processes and supports the application of ITIL-aligned practices to maintain service reliability and operational continuity.

• Monitors service levels and operational performance metrics, including mean time to resolution, ticket volume, and resolution rates, and supports continuous improvement of platform support capabilities.

• Configuration & Platform Management

• Oversees platform configuration activities, including workflows, business rules, system settings, role-based access, and low-code or no-code enhancements.

• Ensures configurations are documented, controlled, and aligned with defined business requirements while supporting consistency and minimizing unnecessary customization.

• Supports the maintenance of platform integrity through adherence to established standards and best practices.

• Release Management & Change Coordination

• Manages SaaS release cycles, including coordination of testing, validation, and deployment activities for platform updates and enhancements.

• Establishes release calendars and communication plans to support stakeholder awareness and readiness.

• Partners with Platform Engineering teams to support code deployments and more complex system changes.

• Ensures appropriate regression testing practices are followed, particularly for clinical and operational workflows.

• Access Management & Security

• Oversees user provisioning, role assignments, and access controls across SaaS platforms.

• Ensures alignment with identity and access management frameworks, including integration with systems such as Ping, Okta, or Azure Active Directory for single sign-on and security policy enforcement.

• Supports new hire, change, and termination processes in coordination with Human Resources, internal audit, and identity and access management teams.

• Conducts periodic access reviews and supports audit activities to ensure compliance with organizational and regulatory requirements.

• Vendor Management & Platform Support

• Serves as a primary point of contact for SaaS vendors, managing support interactions, escalations, and ongoing coordination.

• Monitors vendor performance against defined service expectations and participates in regular vendor review activities, including quarterly business reviews.

• Supports efforts to optimize license usage and manage platform-related costs.

• Data Integrity & Compliance• Supports data accuracy and integrity across SaaS platforms through consistent operational practices and controls.

• Ensures alignment with applicable regulatory requirements, including HIPAA, CMS, and New York State regulations.

• Maintains audit trails and supports internal and external audit processes.

• Leadership & Team Development

• Leads, coaches, and develops a team of platform analysts and administrators, providing day-to-day direction, performance management, and support.

• Allocates work, establishes priorities, and reviews team output to ensure quality and alignment with operational goals.

• Fosters a culture of accountability, service excellence, and continuous improvement.

• Participates in special projects and performs other duties as assigned.

Qualifications:

Education:
Bachelor's Degree Computer Science, Engineering, or a related discipline, or an equivalent combination of education and experience required

Work Experience: 

• Minimum of five (5) years of experience in enterprise applications, SaaS platforms, or application support required
• Minimum of three (3) years of experience managing or leading teams required
• Demonstrated experience supporting enterprise SaaS platforms and coordinating cross-functional initiatives related to application optimization and performance improvement required
• Experience with workflow automation, systems integration, and data security practices required
• Strong problem-solving skills with experience improving operational efficiency, scalability, and cost effectiveness required
• Experience partnering with business stakeholders, product management, engineering, and IT teams to support solution delivery required
• Familiarity with automated testing frameworks, performance monitoring tools, and service quality metrics required
• Experience leading SaaS support teams in regulated and operationally complex environments required
• Strong communication and collaboration skills, with the ability to work effectively across technical and business teams required
• Experience with healthcare SaaS platforms in payer or provider environments preferred
• Experience working in regulated environments, particularly healthcare preferred
• Knowledge of ITIL processes, including incident, problem, and change management preferred
• Experience with SaaS configuration and administration across enterprise platforms preferred 

Pay Range: USD $122,300.00 - USD $164,000.00 /Yr.