Application Support Analyst - Operations

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, and 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. Position Location This is a remote-based position within the Continental US. Responsibilities 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. Qualifications Education: High School Diploma or equivalent. Associate or bachelor's Degree preferred or 5 years of equivalent experience in pharmacy-related field. Experience: 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 elevate with actionable recommendations. Strong understanding of pharmacy operations workflows and familiarity 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 ability to collaborate effectively across diverse teams. Basic knowledge of SDLC concepts. WE OFFER Enjoy competitive compensation, a comprehensive health benefits package, and a supportive team environment including: 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 And more! VytlOne (formerly Maxor) is an EOE, including disability/vets J-18808-Ljbffr