(US) Solutions Analyst
Job description
Solutions Analyst, Pharmacy Care
PointClickCare exists to help providers deliver exceptional care, a mission that begins with its people. As a founder-led, privately held health tech company, we empower employees to push boundaries, innovate, and shape the future of healthcare. We serve over 30,000 provider organizations through the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners. This reach allows us to make a real difference in millions of lives. A significant percentage of revenue is reinvested into research and development, providing resources for employees to innovate and create lasting impact. The company is recognized by Forbes as a top private cloud company and honored as one of Canada's Most Admired Corporate Cultures. We offer flexibility, growth opportunities, and meaningful work. At PointClickCare, employees are the architects of a smarter healthcare future, human-first and accelerated by AI. AI is used as a catalyst for creativity, productivity, and thoughtful decision-making. By integrating AI tools into daily workflows, collaboration is enhanced, outcomes are improved, and every team member has the proficiency to maximize their impact. Hiring practices focus on uncovering AI expertise that complements the mission, and ongoing training nurtures innovation throughout the employee journey. Join us in redefining healthcare so that it not only survives but thrives.
Travel to Office expectations
For Remote Roles: If this role is remote, there will be in-office events that will require travel to and from the Mississauga and/or Salt Lake City office. These will include, but are not limited to, onboarding, team events, semi-annual and annual team meetings.
For Hybrid Roles: If this role is Hybrid, there will be an expectation to reside within commutable distance to the office/location specified in the job listing. This will include, but not be limited to, weekly, bi-weekly, or monthly events in the office with your specific team. This is a requirement for this role.
About the Role
The Support team provides end-user support to a diverse base of professionals. This team acts as the first point of contact for a wide range of technology-related issues. PointClickCare is currently looking for a motivated individual to join our team as the support analyst on the Pharmacy Care team. This role reports to the Manager, Customer Support.
This position is a replacement for a (US) Solutions Analyst role.
Key Responsibilities
Own complex intake workflows, guiding issues from first contact through careful resolution. Architect thoughtful approaches that balance system power with clear communication for providers. Maintain curiosity around data structures to shape how partner needs are served inside our platform.
Design intake pathways that channel tickets through triage using structured logic. Construct configuration blueprints that translate business rules into functional system settings. Conduct careful reviews of ticket histories to isolate patterns and validate outcomes. Ship improvements that adjust workflows, always within defined release management steps. Coordinate with partner teams to align integrations, documentation, and shared standards. Map data relationships so reports reflect accurate counts and system states. Prototype test scenarios that expose edge cases before changes reach production. Document processes using clear language that supports both technical and non-technical readers.
Requirements
Hold at least three years of experience solving problems inside technical support environments. Bring experience working with SaaS platforms and handling multiple concurrent requests. Demonstrate comfort reading system logs, ticket fields, and basic query structures. Translate ambiguous requests into precise steps that colleagues can follow. Show strong written communication skills that keep stakeholders informed and aligned. Work effectively across time zones, maintaining responsiveness during overlapping hours.
Nice to Have
Experience in healthcare or long-term care settings is preferred.
Skills & Tools
Jira Service Management, SQL, Zendesk, Tableau, Microsoft 365, G Suite.