Abacus Group

• Provide white-glove technical support to our clients via phone, email, and remote login • Support client workstations (e.g., video cards, drivers), printers, and peripheral equipment (e.g., USB devices). • Proactively and consistently communicate with clients and colleagues • Accurately and promptly record all time in our ticketing system • Proactively manage ticket queue • Ensure all ticket notes and statuses are up to date • Troubleshoot client issues and document all steps up through resolution • Effectively multi-task to manage workload • Collaborate on improvement of operational effectiveness • Document, take ownership of, and escalate issues • Meet individual and team KPI targets • Maintain flexibility with respect to work schedule and responsibilities

• Provide strategic input on ServiceNow best practices, emerging features, and platform efficiencies. • Translate complex business requirements into scalable, maintainable ServiceNow solutions. • Lead development initiatives end-to-end, including planning, stakeholder engagement, and execution. • Design and implement configurations compatible with a domain-separated ServiceNow architecture. • Architect and extend custom applications, integrations, and workflows aligned with platform standards. • Act as a subject matter expert (SME) for ServiceNow platform components, custom applications, and integrations. • Troubleshoot and resolve platform issues in accordance with standard change and release management procedures. • Perform regular audits, maintenance, and optimization to ensure data integrity, performance, and platform consistency. • Support technical proposal development and onboarding activities for new clients. • Deliver ServiceNow-based automation initiatives that meet or exceed defined ROI and operational objectives. • Collaborate with client stakeholders to align platform capabilities with business outcomes. • Maintain and evolve platform standards, architectural documentation, and development best practices. • Update internal process and technical documentation to reflect new features and enhancements. • Communicate platform changes and their impacts clearly and proactively to both technical and non-technical stakeholders. • Work with ServiceNow AI and Generative AI features (such as Now Assist) as part of broader automation and platform initiatives. • Incorporate AI into workflows including incident or case summarization, resolution assistance, or knowledge support, where it adds value. • Participate in prompt design and tuning within ServiceNow’s AI tooling to improve accuracy and usability. • Support or extend Conversational AI, Virtual Agents, or AI Search through configuration, scripting, or flow development. • Contribute to responsible adoption of AI to enhance efficiency, user experience, and operational outcomes across the platform.

• Assist with the design of Bare Metal OpenShift clusters optimized for virtualization, ensuring high performance for compute-heavy VM workloads. • Lead the end-to-end migration lifecycle from VMware vSphere to OpenShift, leveraging the Migration Toolkit for Virtualization (MTV). • Experience configuring Portworx as the storage provider on top of Pure Storage. • Experience managing backup and DR within Red Hat OpenShift environments. • Manage VM-specific "Day 2" operations, including Live Migration, node maintenance/draining, and high-availability (HA) scheduling. • Proactively monitor systems with CheckMK, manage storage on Pure Storage and HPE. • Act as a final escalation point for complex technical issues, performing deep-dive root cause analysis and collaborating with support teams. • Work closely with a team of skilled engineers to share knowledge, improve processes, and evaluate emerging technologies. • Participate in a rotating on-call schedule for after-hours support for critical infrastructure. • Ability to work weekends for project rollouts and maintenance tasks.

• Lead and mentor a team of 5+ engineers and support staff focused on infrastructure and workflow automation. • Collaborate with technical leads to define project scope, priorities, and technical direction. • Ensure timely, high-quality delivery of automation projects using Agile methodologies and continuous improvement practices. • Serve as the primary liaison between business stakeholders and the automation team. • Coordinate design and implementation, understand operational pain points, and develop scalable automation workflows. • Communicate product vision, progress, and outcomes to stakeholders at all levels. • Write detailed development specifications, user stories, and acceptance criteria to coordinate development tasks with the team. • Run Agile sprints for the development team. • Contribute to design documentation and architectural discussions. • Guide technical decisions involving PowerShell scripting, Microsoft Graph API, Office 365, Azure, and RESTful integrations.

• Lead the technical administration and governance of ServiceNow ecosystem • Manage and maintain the health of a complex, domain-separated ServiceNow instance • Architect and audit ACL rules and configurations focused on data security • Partner with diverse departments to interpret business needs and build customized workflows • Oversee the onboarding and offboarding technical processes for companies and end users • Lead the customization and implementation of core ITIL modules • Support software engineering with design, development, and implementation of API and email integrations • Design and implement SLA workflows • Create and maintain UI Actions and Business Rules • Configure and manage the Now Assist Admin Console to oversee AI skill usage • Use the Now Assist Skill Kit to customize and refine AI prompts • Enhance self-service by configuring AI Search and Generative AI-powered Virtual Agents • Maintain and optimize machine learning models for automated ticket categorization • Collaborate with data owners to ensure high-quality data in the CMDB and Knowledge Base

• End-to-end payroll processing in Workday for 800-900 US employees across multiple states • Compliance with federal, state, and local tax regulations including wage-hour laws and garnishments • Administer health, dental, vision, life, and disability insurance plans

• Lead the design and implementation of complex cloud solutions for clients with sophisticated requirements • Provide expert-level strategy and technical guidance on cloud architecture across multiple platforms • Design and architect complex cloud solutions that span multi-cloud and hybrid environments • Lead architectural reviews and provide authoritative guidance on design decisions • Implement and optimize complex cloud security controls and compliance frameworks • Conduct cloud cost optimization assessments and provide strategic recommendations to maximize ROI • Mentor and provide technical leadership to junior cloud engineers and architects • Lead client engagements as the primary technical authority on cloud solutions • Drive the adoption of cloud best practices and emerging technologies across the organization • Architect multi-region solutions with sophisticated disaster recovery and business continuity planning • Develop and maintain cloud architecture standards, patterns, and governance frameworks • Translate complex business objectives into comprehensive technical architectures • Evaluate and recommend new cloud services and technologies to solve advanced business challenges • Lead proof-of-concept initiatives for emerging cloud technologies • Provide thought leadership on cloud strategy and roadmap development

• Communicate with teams across the organization to get answers to questions that relate to billing, and respond to client billing questions submitted via billing ticket board • Clean & validate data to produce monthly billing reconciliation report, which is a critical step in our monthly recurring revenue billing process • Complete monthly invoice variance analysis by customer and product • Prepare and send invoices to clients • Creating SOP and job aids • Assist in migration of billing management and data from ConnectWise to Business Central • Ad-hoc projects and reports as required

• Perform cybersecurity risk assessments on complex, enterprise organizations. • Identify and evaluate security misconfigurations and vulnerabilities while considering compensating controls and operational needs across the aforementioned systems and services. • Analyze the potential impact and likelihood of identified risks across different environments (on-prem, cloud, hybrid). • Write highly detailed technical reports on the findings, mitigation strategies, compensating controls, and methodology that can then be digested by both an executive and technical audience. • Create and conduct technical reviews of various highly detailed cybersecurity testing reports. • Research and stay up to date with the latest testing techniques, tools, and methodologies. • Present reports to customers and discuss nuanced technical recommendations, with the expectation of leading customer presentations within 3 months. • Discuss with, collaborate with, and train teammates from the Cybersecurity Red Team around various tools and techniques associated with cybersecurity risk assessment. • Assist team members on other projects and engagements, such as Social Engineering, Network Penetration Testing, and Vulnerability Review.