Sr Application Support Analyst

PharMerica•Lyndon, KY

About The Position

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. This role requires advanced front-end application expertise and technical knowledge and the ability to independently resolve complex application issues. The Senior Application Support Analyst will take ownership of higher level support tickets, support growth within the support team through documentation and expertise and collaborate with cross functional partners to ensure application stability, performance, and positive user experience.

Requirements

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

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