Job DescriptionJob Description
Overview
The Senior Application Support Analyst provides advanced front-end application support and technical support for PharMerica's third-party pharmacy and document management systems. This role focuses on complex issue investigation, ticket triage, and resolution while partnering closely with cross-functional teams to ensure stable, high-performing applications. The Senior Application Support Analyst serves as a subject matter expert, supporting high-impact incidents, contributing to process improvement, and enhancing overall user experience through deep technical and functional expertise.
Schedule:
Days/Hours/Shift
Weekend/Holiday Rotation
Benefits and perks for You!
- Medical, Dental, Vision insurance
- Health Savings & Flexible Spending Accounts (up to $5,000 for childcare)
- Tuition discounts & reimbursement
- 401(k)
- Company Paid Time Off
- Shift Differential
- DailyPay
- Pet Insurance
- Employee wellness and discount programs
Benefits may vary by employment status
Responsibilities
- Provides advanced front-end application support to ensure timely and effective resolution of complex issues, minimizing disruption to end-users
- Performs detailed ticket triage, prioritization, and escalation in alignment with support processes and service-level expectations
- Investigates recurring or systemic issues, identify root causes, and recommend solutions to improve application stability and performance
- Serves as an escalation point for complex application incidents requiring deep functional knowledge
- Collaborates closely with Application Support Manager, Product Management, QA, and Integration teams to resolve issues and support application releases
- Partners with other application support resources and technical leaders to ensure consistent support practices and shared understanding of system behavior
- Provides regular updates on issue status, trends, and risks to Application Support Manager
- Identifies process improvement opportunities within application support to enhance efficiency and user experience
- Participates in the development and maintenance of documentation for support protocols and troubleshooting guides
- Recommends continuous improvement initiatives based on support data and user feedback, optimizing operations and support processes
Qualifications
- Minimum of 5 years of experience in application support or a related technical field, with demonstrated success supporting complex applications
- Strong understanding of technical and front-end application support best practices, issue triage, and troubleshooting methodologies
- Experience supporting third-party or vendor-based applications preferred
- Highly detail-oriented with strong analytical skills, particularly in diagnosing complex issues and identifying root causes
- Ability to independently manage and resolve high-priority or ambiguous issues
- Strong written and verbal communication skills, with the ability to clearly explain technical issues to both technical and non-technical audiences
- Proven ability to collaborate effectively across teams and with external vendors when required
- Application Support Manager, Support Analysts, Business Analysts, Senior Director of Application Management, Development, Product Management, QA, and Integration teams
- End-users and third-party vendors as needed
- Deliver consistent, high-quality application support with a focus on timely and accurate resolution of issues
- Demonstrate ownership of complex incidents and contribute to improved application reliability and user satisfaction
- Act as a trusted senior-level resource within the application support function through expertise, collaboration, and continuous improvement