Business Support Analyst

October 6

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Abarca Health

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Pharmacy Benefit Management (PBM) • Health Business Intelligence • Health Information Technology (HIT) • Medicare • Medicaid

501 - 1000

Description

• Provide 2nd level support to internal and external platform users. • Perform root cause analysis of issues and help determine and implement solutions. • Answer and triage incoming requests and issues to aid operations and technical staff. • Act as a liaison between different departments and customers. • Specialize in the Darwin domain, ensuring functions work as intended. • Maintain high operational and written standards throughout ticket documentation. • Serve as a Darwin product support domain expert analyst and escalation point. • Collaborate with business users and technical teams to gather information, analyze, and resolve issues. • Align with technical teams on suitable solutions to incoming incidents. • Maintain frequent communication with peers and IT teams for awareness of issues. • Understand business implications of technical solutions and assist in defining them. • Escalate and collaborate on major incidents with technical areas, issue management, and client services.

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. • 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. • Must be willing to travel (5% of time) per year (out of state to the island). • Excellent oral and written communication skills. • Nice to have experiences 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, CRM tools, software development life cycles, and Azure DevOps platform.

Benefits

• Flexible hybrid work model with required on-site workdays (Puerto Rico Location Only) • Availability to work in a specified time zone • Potential availability for on-call hours, including evenings, weekends, and holidays