Associate Support Analyst, Pharmacy IT systems

Giant Eagle; Pennsylvania; On-site; USD 55,000 - 70,000; Full time

Job summary

A leading company in the pharmacy sector seeks an Associate Support Analyst to troubleshoot and resolve technology issues. This role requires a blend of technical skills and customer service experience, with responsibilities including software support and user training. The position is based in Pittsburgh and involves a rotation schedule, ensuring flexibility for evening and weekend work. Ideal candidates will have a degree in IT or Computer Science and experience in pharmacy technology.

Qualifications

• 1 to 3 years of pharmacy technology support or pharmacy technician experience.
• Experience working in a retail environment.

Responsibilities

• Resolve incidents related to pharmacy software and maintain system documentation.
• Provide after-hours and weekend on-call support for critical issues.

Skills

Customer service

Pharmacy technology support

Problem-solving

Education

Associates Degree

Bachelor's Degree in Computer Science

Tools

MS Office Suite

ServiceNow

EPS

Job description

Job Summary

As an Associate Support Analyst, Pharmacy IT Systems, you will document, troubleshoot, and resolve or escalate technology or application support issues while ensuring end-user satisfaction. This role may involve supporting specific technologies, applications, or business processes. You will assist users with daily questions and issues, maintain system documentation, provide instruction and training to business users, and identify root causes of problems.

Job Description

This role requires being based in the Pittsburgh area to attend monthly meetings at our Cranberry Township office. The position also involves working on a rotation schedule that includes evenings and weekends.

• Experience Required: 1 to 3 years of pharmacy technology support or pharmacy technician experience.
• Experience Desired: Customer service experience; proven ability to quickly learn pharmacy technical software; experience working in a retail environment.
• Education: Associates Degree or Bachelor's Degree in Computer Science or Information Technology.
• Technical Skills: Intermediate proficiency in MS Office Suite, especially Excel (pivot tables, VLOOKUP); familiarity with ServiceNow or similar ticketing systems; knowledge of EPS, Central Fill, and GE DoS pharmacy systems is highly desirable; experience working with external software vendors such as Optum, LexisNexis, Script Drop, mScripts, Framework, Sage, eMar, Appris, MedAdvisors, and others is highly preferred.

Job Responsibilities

• Resolve incidents related to pharmacy software, including prescription processing, adjudication, medication management, inventory, drug pricing, POS, IVR, customer messaging, outbound calls, immunization processing, drug utilization reviews, restrictions, regulatory compliance, software access, printer and scanner configurations, workstation setups, and reporting. Log resolutions within SLA timeframes.
• Handle third-party edit overrides for adjudication switch edits within SLA.
• Maintain third-party plan configurations and pharmacy system data such as drugs, pricing, and reorder records.
• Process user access requests for HIPAA-related pharmacy applications, managing user accounts accordingly.
• Maintain prescriber edits in LexisNexis for compliance and provide necessary overrides/extensions.
• Update pharmacy hours for IVR, mobile app, website, and other business units.
• Coordinate software releases and testing for pharmacy applications like EPS, ConvergeRx, and Long Term Care.
• Collaborate with external vendors on support issues.
• Provide after-hours and weekend on-call support for critical issues.
• Create knowledge documents for routine issues, including step-by-step resolution guides for team use.
• Maintain centralized configuration settings for the Enterprise Pharmacy Application.
• Manage manufacture service edits for prescription drugs and immunizations.
• Coordinate with other pharmacy and IT departments such as Operations, Compliance, Procurement, Analytics, Clinical Services, and Learning & Development.
• Assist with new store configurations, testing, vendor coordination, and in-store team support during store openings or conversions.
• Train in-store team members to handle incident resolution independently in the future.