IT Service Analyst Pharmacy Applications - Internal

London Drugs INTERNAL; Richmond; On-site; CAD 60,000 - 90,000; Full time

Job summary

London Drugs is seeking an IT Service Analyst – Pharmacy Applications to provide Tier 1 support for pharmacy software and workflows from our Richmond, BC head office. You will troubleshoot incidents, coordinate with Pharmacy Operations, IT teams, stores, and vendors, and contribute to deployments and documentation.

The role emphasizes customer-focused service, problem ownership, and the ability to manage multiple incidents and projects in a fast-paced retail environment.

Qualifications

• Diploma or degree in Information Technology or related field is an asset.
• Experience in application support, service desk, pharmacy tech, or retail systems is an asset.
• Experience with Windows, M365, identity and access administration, remote support tools, endpoint management, and networking is an asset.
• Experience with Jira Service Management or similar ITSM platform is an asset.
• Familiarity with pharmacy platforms (Kroll, ScriptPro, ScripClip, Netcare) is strongly preferred.

Responsibilities

• Provide Tier 1 phone support for pharmacy applications, workflows, workstations, printers, scanners and peripherals.
• Troubleshoot incidents involving prescription processing, adjudication, ordering, reporting, access, integrations, and automation systems.
• Support pharmacy platforms such as Kroll, ScripClip, ScriptPro, Netcare, IVR, and related systems.
• Coordinate escalations with Pharmacy Operations, IT, stores, and vendors, owning resolutions.
• Participate in upgrades, testing, pilots, deployments, store openings, and hardware refreshes.

Skills

Analytical troubleshooting

Incident ownership

Communication (written)

Customer-focused

Multi-task management

Education

IT Diploma/Degree asset

Tools

Jira Service Management

Kroll

ScripClip

ScriptPro

Netcare

IVR

Job description

As a valued London Drugs family member, the opportunities for career growth are unlimited! Here is a great chance for you to grow your skills and experience.

Our IT Department located at our head office in Richmond, BC currently has an opportunity for:

IT Service Analyst – Pharmacy Applications

We are seeking innovative, customer‑focused team members who are passionate about technology and enjoy solving complex problems in a fast‑paced retail environment.

Why This Role Matters

The Pharmacy Support Analyst provides specialized technical and application support for the systems, devices, and operational processes used by pharmacy teams. The role partners with Pharmacy Operations, internal IT teams, stores, and vendors to resolve incidents, support implementations, improve service reliability, and maintain clear documentation in a high‑impact retail pharmacy environment.

What You’ll Do

• Provide Tier 1 phone support for pharmacy applications, workflows, workstations, printers, scanners, and related peripherals.
• Troubleshoot incidents involving prescription processing, adjudication, ordering, reporting, user access, integrations, and pharmacy automation systems.
• Support pharmacy platforms such as Kroll, ScripClip, ScriptPro, Netcare, IVR, vendor ordering solutions, and related systems.
• Coordinate escalations with Pharmacy Operations, infrastructure teams, stores, and third‑party vendors, maintaining ownership through resolution.
• Participate in application upgrades, testing, pilots, deployments, store openings, hardware refreshes, and pharmacy technology projects.
• Create and maintain installation guides, troubleshooting procedures, support documentation, and knowledge articles.
• Identify recurring issues, contribute to root cause analysis, and recommend service, process, or automation improvements.
• Maintain accurate tickets, communicate status and business impact, and follow incident, problem, and change management practices.

What You Bring

Skills & Abilities

• Strong analytical troubleshooting, prioritization, and incident ownership skills.
• Clear written and verbal communication with technical and non‑technical audiences.
• Customer‑focused, calm, and dependable during business‑critical incidents.
• Ability to manage multiple incidents and projects while working independently and collaboratively.
• Initiative to learn complex pharmacy processes, improve support practices, and share knowledge.

Education & Experience

• Diploma or degree in Information Technology, Computer Systems, Health Informatics, or a related discipline is not necessary but is an asset.
• Experience in application support, service desk, pharmacy technology, healthcare technology, or retail systems is an asset
• Experience with Windows, Microsoft 365, identity and access administration, remote support tools, endpoint management, and networking fundamentals is an asset.
• Experience with Kroll or pharmacy workflows is strongly preferred; healthcare or regulated‑environment experience is an asset.
• Experience with Jira Service Management or another IT service management platform is an asset.

Attitude & Characteristics

• Caring, honest, and customer‑focused
• Enthusiastic, proactive, and self‑motivated
• Willingness to learn, grow, and take on new challenges
• Demonstrates the London Drugs Brand Framework by consistently going above and beyond

The typical schedule is daytime Monday to Friday. However must be flexible to occasionally work evenings or weekends and for off‑hours support calls.

Some travel may be required to attend store renovations, openings, or rollouts.

If you are a well‑organized, self‑motivated individual possessing professional customer service skills, a positive and professional attitude plus an eye for detail then we have the opportunity for you to excel!

London Drugs is an equal opportunity employer. The above statements are intended to describe the general nature and level of work applicable to this position and are not intended to be an exhaustive list of all responsibilities, duties and skills required.