Associate Support Analyst (17931)

Key responsibilities

• Serve as the primary Level 2 (L2) support specialist for eZView and PBM platforms, taking ownership of complex and escalated technical or functional issues that cannot be resolved by Level 1 (L1) teams.
• Provide in-depth analysis, troubleshooting, and resolution of critical incidents, collaborating with IT, development, and operations teams to drive quick and effective solutions.
• Perform root cause analysis on recurring or high-impact issues, documenting findings and driving corrective actions to prevent recurrence.
• Create, maintain, and update detailed knowledge base articles, troubleshooting guides, and process documentation for L1 and end users, fostering knowledge sharing and accelerated incident resolution.
• Oversee system health by monitoring transactions, integrations, and key data flows to proactively identify potential disruptions; escalate systemic or persistent issues to appropriate teams for urgent remediation.
• Provide daily oversight and monitoring of transactions, data feeds, and key system performance indicators on both platforms.
• Work closely with team members to troubleshoot and resolve technical and functional issues related to eZView and PBM.
• Liaise with internal operations and stakeholders to resolve issues related to data accuracy, contract pricing, and workflow consistency on both platforms.
• Identify, recommend, and participate in continuous improvement efforts, focusing on process automation, efficiency, and risk mitigation particularly within L2 operational support workflows.

Business