• Provide technical support to customers through telephone and other forms of communication • Resolve Hardware, Software, Assay and Training related calls from customers • Independently resolve complex and routine issues while mentoring peers • Distinguish between hardware, reagent, and software issues to resolve customer’s issue

• Providing L2 & L3 Support around Tickets reported from Production Environments • Available till 11 AM Pacific time for overlap with US client and ready for on call support over weekend (once in a month) • Monitor, analyze, and troubleshoot ETL/data pipelines across Data Lakes and distributed systems • Conduct in-depth root cause analysis using SQL queries, system logs, and monitoring tools • Support microservices-based applications running in Docker and Kubernetes environments • Diagnose and resolve Linux server issues related to disk usage, memory, networking, and permissions • Collaborate with DevOps and CloudOps teams on system scaling, performance optimization, and configuration changes • Maintain and automate system health using cron jobs, shell scripts, and cloud-native tools • Drive end-to-end incident resolution, create detailed RCA reports, and implement preventive measures • Work with cross-functional teams to identify long-term solutions and enhance system stability • Ensure SLA compliance, maintain accurate documentation, and continuously improve support processes

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. 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!

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description 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 - Creation of detailed documentation for workflows and system changes - Identifying opportunities for process improvement - Contributing 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. Qualifications - Education: Associate’s or Bachelor’s degree in Information Technology, Computer Science, Healthcare Informatics, or a related field. - Pharmacy Technician Certification preferred. - Experience: 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. Requirements - 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. - Knowledge of Pharmacy Operations workflows and healthcare interface standards (e.g., HL7, NCPDP D.0) is highly desirable. - 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. Benefits - Diverse and inclusive work culture that supports a flexible work model. - Competitive compensation. - Comprehensive health benefits package. - 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. - And more!