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Role Description

The Application Support Analyst - Operations provides technical and functional support for pharmacy-related applications and operational workflows. This role focuses on troubleshooting issues, resolving Helpdesk escalations, and ensuring smooth day-to-day operations for pharmacy systems. Responsibilities include:

• Assisting with outages
• Validating compliance reporting
• Supporting end-users with application functionality

The position requires strong problem-solving skills, familiarity with pharmacy workflows, and the ability to work collaboratively in a fast-paced environment.

Qualifications

• Education:
  • High School Diploma or equivalent
  • Associate or bachelor’s Degree preferred or 5 years of equivalent experience in pharmacy-related field
  • Pharmacy Technician Certification preferred
• Experience:
  • Required:
    • 2+ years of experience in technical support, help desk, or application troubleshooting
    • Familiarity with pharmacy workflows and systems
  • Preferred:
    • Understanding of Pharmacy Operations workflows
    • Exposure to compliance reporting (e.g., PMP programs)
    • Basic understanding of SDLC concepts and user acceptance testing
    • Experience with Microsoft Office Suite and ticketing systems (e.g., Jira, ServiceNow)
• Knowledge, Skills, and Abilities:
  • Understanding of application development, implementation, and testing methodologies
  • Ability to triage hardware/software issues and escalate with actionable recommendations
  • Strong understanding of pharmacy operations workflows and familiarity with healthcare interface standards (NCPDP D.0, ASAP 4.2B) is desirable
  • Working knowledge of Atlassian tools (Confluence, Jira) and basic SDLC concepts
  • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
  • Experience with application user testing and software maintenance processes
  • Skilled in creating training materials and workflow documentation
  • Excellent planning, organizational, and time management skills; able to prioritize and execute tasks in high-pressure environments
  • Strong interpersonal and communication skills, both verbal and written, with the ability to collaborate effectively across diverse teams
  • Basic knowledge of SDLC concepts

Requirements

• Identify technical issues and user feedback related to VytlOne products; resolve problems and recommend enhancements to improve product quality and user experience
• Provide advanced support to the VytlOne Pharmacy Service Operations Helpdesk, including troubleshooting outages, workflow issues, insurance, patient merges, interventions, claim pricing, and other operational concerns
• Manage PMP reporting for all pharmacies for all licensed states: configure state-specific “drug of interest” lists, troubleshoot failed jobs, validate file acceptance, and correct errors to ensure compliance
• Troubleshoot application and software issues across servers, databases, and desktops; document resolutions and changes
• Participate in Helpdesk rotation after hours (weekdays and weekends) and assist with change control validations for IT, Admin, and Operations teams
• Track and report time for CapEx, OpEx, and AddBack projects, including pharmacy implementations, closures, and UAT
• Create and maintain user guides, SOPs, technical documentation, and training materials
• Recommend process improvements based on incident trends and operational feedback
• Consult with business units to define requirements, document workflows, and identify opportunities for process optimization
• Support user acceptance testing and new system functionality releases
• Provide end-user support and collaborate with cross-functional teams to resolve issues
• Coordinate system upgrades, implementations, and performance improvement initiatives
• Lead efforts to enhance team efficiency, knowledge sharing, and operational effectiveness
• Undertake special projects as needed

Benefits

• Diverse and inclusive work culture
• Flexible work model in a collaborative, innovative team-oriented environment
• Competitive compensation
• Comprehensive health benefits package
• Comprehensive mental health and wellbeing resources
• Nationwide Blue Cross Blue Shield PPO with employee-friendly plan design
• Company-paid basic life/AD&D, short-term and long-term disability insurance
• Rx, dental, vision, other voluntary benefits, and FSA
• Employer-matched 401k Plan
• Industry-leading PTO plan
• And more!