Application Support Analyst - Implementations
About The Position
The Application Support Analyst – Implementations is a key contributor to ensuring the stability and success of business-critical applications while driving pharmacy onboarding and offboarding processes. This role encompasses system configuration, validation, and deployment across multiple platforms, as well as troubleshooting technical issues to maintain seamless operations. The analyst works closely with cross-functional teams- including Implementation, IT Administration, Development, Operations, and Helpdesk- to align project timelines and deliver high-quality solutions in a dynamic environment.In addition to technical support, this position involves user acceptance testing, end-user training, and the creation of detailed documentation for workflows and system changes. The analyst actively identifies opportunities for process improvement and contributes to performance initiatives that enhance operational efficiency. Ideal candidates possess a strong understanding of pharmacy workflows, experience in application support and implementation, and the ability to communicate effectively with both technical and non-technical stakeholders. Position Location This is a remote-based position within the Continental US.
Requirements
- Associate’s or Bachelor’s degree in Information Technology, Computer Science, Healthcare Informatics, or a related field.
- 2-4 years of experience in application support, system implementation, or IT operations.
- Hands-on experience with user acceptance testing, troubleshooting software issues, and creating documentation/training materials.
- Experience in pharmacy systems or healthcare technology environments.
- Familiarity with Pharmacy Operations, PBM processes and healthcare interface standards (HL7, NCPDP D.0).
- Exposure to SDLC concepts and tools such as Jira and Confluence.
- Strong understanding of pharmacy workflows and operational processes.
- Competence in triaging software issues, providing detailed escalation recommendations for timely resolution.
- Familiarity with application development and implementation processes.
- Experience performing user acceptance testing (UAT) and validating application functionality.
- Ability to develop clear and comprehensive training materials and workflow documentation.
- Experience delivering end-user training sessions and supporting adoption of new systems.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) for documentation and reporting.
- Working knowledge of Atlassian tools, including Confluence and Jira, for documentation and issue tracking.
- Basic understanding of Software Development Life Cycle (SDLC) principles.
- Strong organizational skills with the ability to prioritize and execute tasks effectively in a fast-paced, high-pressure environment.
- Excellent verbal and written communication skills, with the ability to convey technical and non-technical information clearly to diverse stakeholders across healthcare, IT, and administrative teams.
Nice To Haves
- Pharmacy Technician Certification preferred.
- Knowledge of Pharmacy Operations workflows and healthcare interface standards (e.g., HL7, NCPDP D.0) is highly desirable.
Responsibilities
- Configure and validate pharmacy implementation setups, including testing and deployment of service packs and systems such as Guardian Rx, Caretend, WCS, RDS, Point of Sale, HL7 services, and VytlOne bolt-ons.
- Monitor and troubleshoot issues during pharmacy onboarding and offboarding, identifying and recommending process improvements.
- Diagnose and resolve application and software issues across servers, databases, and desktop environments.
- Participate in after-hours support rotation for Pharmacy Operations Services Helpdesk (post-5 PM weekdays, weekends) and assist with scheduled change controls to validate production owner testing for IT, Admin, and Operations teams.
- Accurately track time for CapEx, OpEx, and AddBack across all projects, including pharmacy implementations, closures, UAT, and other initiatives.
- Develop and deliver end-user training programs and create clear, comprehensive documentation for workflows, system changes, and business processes.
- Provide training and assistance for new pharmacy opening, which occasionally will be on site.
- Participate in user acceptance testing and validation of new system functionality and releases.
- Provide comprehensive end-user support and collaborate with cross-functional teams to resolve technical and operational issues.
- Contribute to departmental initiatives, including performance improvement, and lead efforts to enhance team efficiency, knowledge sharing, and operational effectiveness.
- Undertake special projects as needed.
Benefits
- Comprehensive mental health and wellbeing resources
- Nationwide Blue Cross Blue Shield PPO with employee-friendly plan design, including a $850 individual annual medical deductible and $25 office visit copays, with low biweekly premiums
- 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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
