Application Solutions Analyst

7,000 Diseases - 500 Treatments - 1 Rare Pharmacy

PANTHERx is the nation’s largest rare disease pharmacy, and we put the patient experience at the top of everything that we do.

If you are looking for a career in the healthcare field that embraces authentic dedication to patient care, you don’t need to look beyond PANTHERx. In every line of service, in every position and area of expertise, PANTHERx associates are driven to provide the highest quality outcomes for our patients.

We are seeking team members who:

Are inspired and compassionate problem solvers;

Produce high quality work;

Thrive in the excitement of the ever-challenging environment of modern medicine; and

Are committed to achieving superior health outcomes for people living with rare and devastating diseases.

At PANTHERx, we know our employees are the driving force in what we do. We cultivate talent and encourage growth within PANTHERx so that our associates can continue to explore their interests and expand their careers. Guided by our mission to provide uncompromising quality every day, we continue our strategic growth to further reach those affected by rare diseases.

Join the PANTHERx team, and define your own RxARE future in healthcare!

Location: Pittsburgh, PA; Hybrid

Classification: Exempt

Job Type: Full-time

Reports to: Manager, System Support

Purpose:

The Application Solutions Analyst provides technical support for the enterprise care management application and product suite. This role identifies and resolves product support issues. This position handles customer technical questions, provides proactive solution analysis, delivers timely problem resolutions, and rolls out product upgrades or patches.

Responsibilities:

• Provides application support and communicates technical issue resolution via email, phone, web and during customer facing meetings.
• Manages incidents to closure, including necessary escalations and leading internal task forces.
• Builds rapport and elicits problem details from customers.
• Provides timely, efficient, and informative follow-up to user questions or issues.
• Communicates regular status and progress for both internal and external stakeholders.
• Deploys the Casenet product suite for test, demonstration, or educational purposes.
• Assists in testing new software functionality prior to release.
• Assists in generating training materials and other customer facing documentation.
• Monitors and supports hosted environment network system availability and backups operations.
• Documents all incidents in incident tracking system or CRM.
• Other duties as assigned.

Required Qualifications:

• Bachelor’s degree in computer science, Engineering or related degree or equivalent work experience.
• Minimum two years of technical client support experience with an enterprise software company.
• Experience with Network Technologies (TCP/IP, VPN, Remote Desktop), Server and Desktop OS Knowledge. Experience with SQL Server 2005 to 2008 R2, Web Applications and Infrastructure.

Preferred Qualifications:

• Experience in healthcare insurance industry preferred.

Work Environment:

PANTHERx Rare Pharmacy offers flexibility only to eligible employees to work hybrid or remotely without compromising work performance, productivity, or team collaboration. This role routinely uses standard office equipment such as computers and phones.

Physical Demands:

While performing the duties of this job, the employee is regularly required to talk, hear, and see. The employee frequently is required to sit, stand, and walk; use hands and fingers, handle or feel; reach with hands and arms and see a computer screen for extended periods. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function of the job.

Benefits:

Hybrid, remote and flexible on-site work schedules are available, based on the position. PANTHERx Rare Pharmacy also affords an excellent benefit package, including but not limited to medical, dental, vision, health savings and flexible spending accounts, 401K with employer matching, employer-paid life insurance and short/long term disability coverage, and an Employee Assistance Program! Generous paid time off is also available to all full-time employees, as well as limited paid time off for part-time employees. Of course we offer paid holidays too!

Equal Opportunity:

PANTHERx Rare Pharmacy is an equal opportunity employer, and does not discriminate in recruiting, hiring, promotions or any term or condition of employment based on race, age, religion, gender, ethnicity, sexual orientation, gender identity, disability, protected veteran's status, or any other characteristic protected by federal, state or local laws.