Sr Application Support Analyst

PharMerica

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

• 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

• 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

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.