Sr Application Support Analyst

Senior Application Support Analyst

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

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

Qualifications

• 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