PANTHERx Rare Pharmacy

Manager, Systems Support

PANTHERx Rare Pharmacy

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Job Level

Mid-LevelSenior

Tech Stack

AzureServiceNow

About the role

  • Pantherx Rare Pharmacy is the nation’s largest rare disease pharmacy, and we put the patient experience at the top of everything that we do.\n
  • 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.\n
  • 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.\n
  • 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.\n
  • 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.\n
  • Guided by our mission to provide uncompromising quality every day, we continue our strategic growth to further reach those affected by rare diseases.\n
  • Join the PANTHERx team, and define your own RxARE future in healthcare!\n
  • Location: Pittsburgh, PA (Hybrid)\n
  • Job Classification: Exempt\n
  • Job Status: Full-time\n
  • Reports to: Vice President, Software Development\n
  • Purpose The Manager, Systems Support is responsible for supervising IT support staff and overseeing software maintenance and support of the systems that run our pharmacy operations and interact with our patients.\n
  • This includes the pharmacy dispensing platform, patient-facing technologies (e.g., Patient Portal, SMS campaign systems), API integrations, and all supporting infrastructure.\n
  • This role will direct the configurations and implementations in our clinical system, while ensuring high availability, performance, and reliability of systems.\n
  • This position is a logical extension of our pharmacy care teams and fulfillment – ensuring that our patients are serviced in a reliable and timely manner with great quality.\n
  • Responsibilities Leads and manages a team of system support analysts and engineers responsible for advanced troubleshooting and resolution of application and infrastructure issues.\n
  • Hires, develops, mentors, and trains the IT support staff.\n
  • Organizes & prioritizes the day-to-day activities and workload of the application support team.\n
  • Ensures timely and accurate end-user service and support.\n
  • Establishes best practices and standards for the technical support process.\n
  • Creates and maintains software policies, procedures, & knowledge base documentation for the support team.\n
  • Product Lifecycle Management of systems and applications, including testing and implementation.\n
  • Proactively monitors systems for reliability and performance.\n
  • Coordinates enhancements & defects and prioritizes implementation.\n
  • Reviews business requirements with business analysts and owners.\n
  • Manages the application development lifecycle for pharmacy and clinical systems, including systems analysis and testing.\n
  • Plans and manages weekly configuration and updates needed to support business.\n
  • Manages and coordinates development of workflows and user acceptance testing (UAT).\n
  • Facilitates conversation between business leaders and their teams to ensure that all enhancements, patches, data fixes, bug fixes, configuration adjustments, new program installs, and other related tasks are proactively planned, built, tested, and implemented.\n
  • Supports production systems to resolve problems and to seek timely follow-up on identified issues.\n
  • Reviews all project change requests in support of system enhancement requests to ensure project scope meets business needs.\n
  • Required Qualifications Bachelor's degree in computer science, information systems, or related field. Minimum of five (5) years of experience in IT support or systems administration, with at least 2 years in a leadership role. Experience supporting healthcare or pharmacy-related applications is highly desirable. Strong understanding of API integrations, web applications, and enterprise platforms. Familiarity with ITIL practices and service management tools (e.g., ServiceNow, Jira). Excellent problem-solving, communication, and leadership skills. Ability to work in a fast-paced, regulated environment with multiple priorities.\n
  • Preferred Qualifications Master’s degree in computer science, information systems or related field. ITIL Foundation or higher. CompTIA Server+ or Network+. Microsoft Certified: Azure Administrator Associate. Certified Pharmacy Technician (CPhT) – a plus but not required.\n
  • Work Environment This position works in a home or professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and fax machines. Physical Demands While performing the duties of this job, the employee is regularly required to sit, see, talk, or hear. The employee frequently is required to stand; walk; use hands and fingers, handle or feel; and reach with hands and arms. Visual acuity is necessary for tasks such as reading or working with various forms of data for extended periods. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions 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.\n

Requirements

  • Bachelor's degree in computer science, information systems, or related field.\n
  • Minimum of five (5) years of experience in IT support or systems administration, with at least 2 years in a leadership role.\n
  • Experience supporting healthcare or pharmacy-related applications is highly desirable.\n
  • Strong understanding of API integrations, web applications, and enterprise platforms.\n
  • Familiarity with ITIL practices and service management tools (e.g., ServiceNow, Jira).\n
  • Excellent problem-solving, communication, and leadership skills.\n
  • Ability to work in a fast-paced, regulated environment with multiple priorities.\n
  • Master’s degree in computer science, information systems or related field.\n
  • ITIL Foundation or higher.\n
  • CompTIA Server+ or Network+.\n
  • Microsoft Certified: Azure Administrator Associate.\n
  • Certified Pharmacy Technician (CPhT) – a plus but not required.