Blue Alliance

• Provide technical support directly at client locations and by phone as assigned • Follow documented procedures, monitor ticket queues, and ensure service level agreements (SLAs) are met

• Provide intermediate technical support primarily by phone and ticketing system • Follow established procedures, monitor ticket queues, and maintain service level agreements (SLAs) • Document all activities, projects, and tickets daily in the ticketing system • Handoff and document in-progress tickets before the end of each shift • Monitor ticket gateway and designated queues • Escalate issues according to IT Glue documentation • Resolve escalations from the Level I team as assigned • Create or update IT Glue articles with new customer findings • Assist with ISP and vendor calls for service outages • Build client rapport during onsite visits • Travel up to 25–50% as assigned • Maintain established call and ticket SLAs as defined by manager • Maintain customer satisfaction (CSAT) scores as defined by manager • Submit weekly timesheets by end of shift Friday • Work and document established billable hours each week • Be available for on-call weeks and company-wide outage responses • Meet annual goals and objectives set in HRIS with quarterly reviews

• Document all time daily in the ticketing system • Ensure in-progress tickets are properly documented before shift ends • Monitor designated queues and escalate issues • Create/update documentation in IT Glue as needed

• Responsible for formalizing and scaling the GRC function as both a client-facing, revenue-generating service line • Transform previously informal compliance activities into a structured, repeatable practice • Build the GRC practice from the ground up — create the services, deliver for top clients, enable the broader team with playbooks, and achieve SOC 2 readiness • Design, build, and formalize the GRC services offering to support major frameworks • Deliver GRC assessments, gap analyses, and remediation roadmaps for top-tier and complex clients • Develop methodologies, templates, scoring tools, and playbooks for broader team execution • Own the policy and compliance dimension of client framework assessments • Create client deliverables such as compliance readiness reports, risk registers, policy gap matrices, and remediation roadmaps • Support sales in scoping and pricing GRC engagements • Lead SOC 2 readiness program targeting audit readiness by Q1 2027 • Conduct internal gap assessments and develop remediation plans • Coordinate with external auditors and consultants • Track client compliance posture and risk remediation progress • Build a scalable GRC practice with standardized deliverables and processes

• Own and execute the company’s brand strategy, messaging, and visual identity across all channels. • Manage HubSpot CRM as the central marketing and sales enablement platform, including pipeline visibility, lead nurturing, and reporting. • Develop and publish content across website, blog, social media, and email channels to drive engagement and support SEO and AEO goals. • Lead SEO and AEO strategy to improve organic search rankings and AI-driven search visibility. • Plan, execute, and optimize multi-channel digital campaigns, including search, social, display, and email. • Build and manage email marketing workflows, segmentation, automation, and A/B testing within HubSpot. • Track and report on key marketing metrics using tools such as Semrush, HubSpot, and Google Analytics. • Collaborate with sales, leadership, and operations to align marketing with pipeline and retention goals.