Product Support Analyst

What you’ll do  

 In a few words… 

Abarca is igniting a revolution in healthcare.  We built our company on the belief that with smarter technology we are redefining pharmacy benefits, but this is just the beginning… 

As the Product Support Analyst, you will provide 2nd level support to our internal and external platform users. You will perform root cause analysis of issues and help determine and implement solutions. Also, answer and triage incoming requests and issues to aid and complete details to the operations and technical staff as needed. You will be a Product Subject Matter expert in a particular domain that will allow you to conduct more in-depth analysis and troubleshooting. Further, this role acts as a liaison between different departments in a company and their customers. You specialize in the Darwin domain, working to ensure everything functions as intended or addressing user issues that do arise. 

 The fundamentals for the job… 

• Serve as a Darwin product support domain expert analyst and escalation point for platform support related services and incidents.
• Collaborate with business users and technical teams to gather information, understand, define impact, research, analyze, and resolve issues and/or platform problems. 
• Align with technical teams on suitable technical, application, or configuration solutions to incoming incidents and issues.
• Maintain frequent communication with peers and IT teams to maintain awareness of issues or changing processes.
• Understand the business implications of technical solutions and assist in defining and documenting technological solutions. 
• Escalates and collaborates on major incidents and issues with teams in: Technical Areas, Issue Management, Client Services, Operations, among others. 
• After operations teams’ avenues are exhausted, respond to questions/inquiries from platform users on functionalities or configuration processes.
• Ensure ticket and work item documentation remains current, correct, and relevant including updates to users on status, user-provided input, investigation results, next steps, and estimated delivery time (ETAs) for resolutions.
• Maintain high operational and written standards throughout ticket documentation and management. 
• Coordinate and at times lead meetings when needed for issue resolution.
• Identify repetitive open known issues for their centralization in a single work item, serve as internal escalation and triage point for first level BSAs and assist teams in troubleshooting issues. 
• Participate in continuing education, committee, and meetings as may be requested or required by their immediate supervisor.
• Develop into a Darwin Product Support domain expert in a particular domain and work closely with that cell to be able to conduct in-depth review, analysis and debugging of the issue.
• Assist Business Support and Scrum Team in prioritizing development/product work items within their domain area and clarifying issues and its resolutions.
• Create Run Books, knowledge articles and incident management documentation for Business Support BSA 1st level and 2nd level troubleshooting of issues, per their SME area of expertise, as well as other documentation as needed.
• Provide guidance and back up support to other team members and be responsible for the monitoring and at times the distribution of tasks among them, as designated by Team Lead and/or Manager.
• Serve as domain expert for specific areas in client calls if needed.
• Assist Team Leader and/or Manager in training new hires and team members. On occasion, focusing on particular domain expertise to transfer such knowledge and train new 2nd level members if needed.
• Perform additional duties as needed. 

What we expect of you 

The bold requirements…  

• Bachelor’s Degree or Master’s Degree in a related area. (In lieu of a degree, equivalent relevant experience may be considered.) 
• 3+ years of experience in a role relating to business analysis, business support, operational support, or software engineering. 
• Experience with Microsoft Office Products such as PowerBI, Excel, PowerPoint, and WordDoc. 
• Experience using customer service skills to deliver quality and satisfactory service to internal and external clients using tech platforms.  
• Experience in using analytical skills and root cause analysis regarding technological solutions, issues, incidents, and problems. 
• Experience applying intermediate SQL skills to related areas in software support, technical troubleshooting and data analysis..Ability to work rotating or irregular shifts, including weekends and certain holidays, per business or operational needs.
• Must be willing to travel (5% of time) per year (out of state to the island).
• Excellent oral and written communication skills.
• We are proud to offer a flexible hybrid work model which will require certain on-site workdays (Puerto Rico Location Only) 
• This position requires availability to work in a specified time zone or working schedule, accommodating the business needs of our clients and team members.
• This position may require availability for on-call hours, including evenings, weekends, and holidays, to promptly address emergent issues or provide necessary support as dictated by operational demands (if applicable). 

Nice to have…  

• Experience with the Pharmacy and Pharmacy Benefit Management industries, Medicare Part D, and CMS regulations
• Experience with Product Support and/or Product Knowledge.  
• Experience with software and support areas such as ticketing systems, customer relationships management (CRM) tools, software development life cycles and Azure DevOps platform. 

 Physical requirements… 

• Must be able to access and navigate each department at the organization’s facilities.
• Sedentary work that primarily involves sitting/standing. 

At Abarca we value and celebrate diversity. Diversity, equity, inclusion, and belonging are guiding principles of Abarca and ensure Abarca’s workforce reflects the communities it serves. We are proud to provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, medical condition, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. 

 Abarca Health LLC is an equal employment opportunity employer and participates in E-Verify. “Abarca Health LLC does not sponsor employment visas at this time” 

 The above description is not intended to limit the scope of the job or to exclude other duties not mentioned. It is not a final set of specifications for the position. It’s simply meant to give readers an idea of what the role entails. 

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