InstantServe LLC

Role Description This project will optimize the agency's CrowdStrike SIEM and related CrowdStrike services to improve threat detection, monitoring, and response capabilities. The contractor will expand and tune telemetry, integrate additional high-value log sources, enhance security dashboards, and support the rollout of additional CrowdStrike services. The effort will increase visibility into endpoint and security risk, improve signal quality and correlation, and provide security leadership with clear insight into security operations effectiveness and overall risk posture. Expected Outcomes - Expanded and optimized CrowdStrike SIEM telemetry coverage - Integration of additional high-value log sources - Improved dashboards for operational and executive visibility - Enhanced detection fidelity and monitoring effectiveness - Clearer insight for leadership into endpoint risk and security operations performance Duties to Be Performed - Assess current CrowdStrike SIEM configuration, telemetry coverage, and log ingestion - Enable and tune additional CrowdStrike telemetry to improve visibility and signal quality - Identify and integrate new high-value log sources into CrowdStrike SIEM - Develop and refine security dashboards aligned to SOC and executive use cases - Assist with technical enablement and rollout of additional CrowdStrike services - Validate data quality, parsing, and correlation within the SIEM - Coordinate with Security Operations, IT Operations, and system owners - Identify gaps, risks, and improvement opportunities in monitoring and detection - Provide weekly status updates and monthly executive-level progress summaries - Deliver supporting documentation and recommendations to sustain improvements Deliverables - Summary of work performed and capabilities delivered - Documentation supporting all telemetry enablement, log integrations, and dashboard implementations - Measurable improvements in monitoring, detection, or visibility - Recommendations for future enhancements or next-phase efforts Qualifications - Demonstrated skill with documentation, reporting, and knowledge transfer - Experience with Stakeholder Engagement and Executive Communication - Experience in SIEM Detection Engineering and Alert Optimization - Experience in Log Source Integration and Data Normalization - Hands-On Experience with CrowdStrike SIEM and Dashboard Development - Hands-On Experience with SIEM and Dashboard Development

Role Description The Help Desk Analyst will provide Tier I and Tier II technical support for the myColorado mobile application and portal, supporting citizens using state digital services. The role involves troubleshooting issues across iOS and Android devices, assisting users with installation and configuration of the myColorado app, and documenting issues within the ticketing system. The analyst will serve as the first point of contact for users, resolving technical issues, escalating complex problems, and ensuring a high level of customer service while supporting Colorado's digital government initiatives. Key Responsibilities - Technical Support - Provide Tier I and Tier II technical support for enterprise and agency IT services. - Troubleshoot login issues, connectivity problems, and software errors related to the myColorado app and portal. - Support iOS and Android mobile platforms including app installation and configuration. - Analyze, reproduce, document, and resolve application issues. - Escalate unresolved issues to appropriate teams. - Ticket Management - Create, update, and track incidents within the ticketing system. - Accurately record calls, chats, and user interactions. - Assign appropriate priority and severity levels to tickets. - Monitor ticket status and provide updates when SLA timelines are at risk. - Customer Support - Act as the primary point of contact for myColorado users. - Provide professional and courteous support via phone, chat, or email. - Educate users on app functionality, installation, and troubleshooting steps. - Handle customer complaints and provide timely resolution. - Incident & Outage Support - Follow documented procedures during planned or emergency service outages. - Communicate outage updates to users. - Ensure all outage-related tickets are linked to the appropriate parent ticket. - Documentation & Collaboration - Maintain clear documentation of issues and troubleshooting steps. - Collaborate with internal teams to escalate bugs, technical issues, or security concerns. - Participate in team meetings and contribute to process improvements. Qualifications - Experience providing Tier I / Tier II Help Desk or Service Desk support. - Experience troubleshooting mobile applications on iOS and Android. - Strong customer service and communication skills. - Experience using IT ticketing systems (ServiceNow, Jira, Zendesk, etc.). - Ability to analyze and troubleshoot login, connectivity, and application issues. - Experience documenting incidents and troubleshooting steps clearly. Preferred Qualifications - Experience supporting mobile applications or digital portals. - Experience in government or public sector IT support. - Familiarity with ITIL service desk practices. - Experience handling high-volume customer support environments. Location Requirement - Candidate must currently reside in Colorado. - Remote work allowed within the state of Colorado only.

Role Description We are seeking an experienced Service Desk Support Analyst to provide first-line technical support for a large enterprise environment supporting approximately 5,000 end users. This role is responsible for delivering high-quality IT support by resolving technical incidents and service requests while maintaining excellent customer service standards. The ideal candidate will have strong troubleshooting skills across: - Windows - macOS - Microsoft 365 - Active Directory - VPN - Networking - Endpoint devices Qualifications - High School Diploma or GED with 4 years of Technical Support or Service Desk experience. - Associate's Degree may substitute for 2 years of required experience. - Bachelor's Degree may substitute for the entire 4 years of required experience. Requirements - Strong knowledge of computer hardware, software, and mobile devices. - Experience supporting Windows, macOS, and mobile operating systems. - Understanding of networking fundamentals including: - TCP/IP - DNS - DHCP - VPN - Experience with Active Directory and Group Policy. - Knowledge of endpoint security solutions. - Familiarity with ITIL best practices for Incident, Problem, and Asset Management. - Ability to diagnose and resolve complex technical issues. - Strong analytical and problem-solving skills. - Experience prioritizing and managing multiple service tickets. - Excellent verbal and written communication skills. - Ability to identify recurring technical issues and recommend improvements. - Awareness of IT security principles and incident reporting procedures. - Strong customer service and interpersonal skills. - Ability to work independently in a fast-paced environment. - Adaptability to changing technologies and business requirements. Company Description

Role Description The Epic Inpatient ClinDoc Analyst supports the design, build, maintenance, testing, optimization, and end-user support of Epic clinical documentation workflows for inpatient nursing areas, including Medical/Surgical units, Long-Term Care, and Rehabilitation. This role partners with nursing leadership, clinical informatics, operational stakeholders, IT teams, and Epic application teams to ensure documentation tools, care plans, flowsheets, assessments, worklists, navigators, and related inpatient workflows support safe, efficient, compliant, and patient-centered care. The analyst is responsible for translating clinical and operational requirements into Epic system configuration, supporting system upgrades and enhancements, troubleshooting production issues, validating workflow impacts, and ensuring solutions align with organizational policies, regulatory requirements, and clinical best practices. - Configure, maintain, and optimize Epic ClinDoc tools for inpatient nursing workflows, including flowsheets, assessments, care plans, patient education, nursing documentation, handoff tools, and related navigators. - Support documentation workflows for Medical/Surgical, Long-Term Care, and Rehabilitation nursing areas, including admission, transfer, discharge, daily assessments, interdisciplinary documentation, care planning, and regulatory documentation needs. - Partner with nursing leadership, clinical informatics, quality, compliance, and frontline staff to gather requirements, analyze workflow needs, and recommend Epic build or process improvements. - Troubleshoot and resolve production issues related to inpatient nursing documentation, including user-reported errors, workflow gaps, missing documentation elements, routing issues, and system configuration problems. - Participate in Epic upgrades, special updates, and enhancement projects by reviewing release notes, assessing workflow impact, completing build, supporting testing, and coordinating go-live readiness. - Develop and execute unit, integrated, and regression test scripts to validate Epic ClinDoc functionality and ensure changes do not negatively impact inpatient nursing operations. - Support reporting and quality initiatives by ensuring documentation data is captured accurately and consistently for clinical, operational, regulatory, and performance improvement purposes. - Collaborate with related Epic application teams, such as Orders, ASAP, Willow, Beacon, Radiant, Ambulatory, Security, Reporting, and Identity, to support integrated inpatient workflows. - Maintain system documentation, build trackers, testing evidence, decision logs, change control records, and support materials in accordance with IT governance practices. - Assist with training content, tip sheets, workflow communications, and end-user support for new functionality, optimization efforts, and operational changes. - Evaluate and support clinical documentation requirements related to regulatory compliance, accreditation, patient safety, and organizational policies. - Participate in change management processes, including impact analysis, stakeholder review, approval workflows, implementation planning, and post-live monitoring. - Provide at-the-elbow or command center support during go-lives, upgrades, department rollouts, and major workflow changes. - Monitor recurring support trends and recommend system or workflow improvements to reduce documentation burden, improve usability, and support nursing efficiency. - Maintain strong working knowledge of Epic foundation system functionality, application build standards, and inpatient clinical workflow dependencies. Qualifications - At least 2 years of experience supporting clinical inpatient nursing Epic systems as an Epic ClinDoc analyst. - Experience in full lifecycle implementation and Epic system upgrades preferred. Requirements - Epic ClinDoc certification required; additional certs in ASAP, Rehab, LTC, Orders appreciated. Knowledge, Skills, & Abilities - Knowledge of Epic inpatient clinical documentation workflows, including ClinDoc functionality such as flowsheets, assessments, care plans, patient education, nursing documentation, worklists, navigators, and documentation requirements for Med/Surg, Long-Term Care, and Rehabilitation settings. - Ability to analyze clinical and operational workflows and translate nursing documentation needs into effective Epic configuration, system enhancements, testing plans, and process improvement recommendations. - Skill in troubleshooting and resolving application issues, including identifying root causes, coordinating with cross-application teams, validating fixes, and supporting timely resolution of production problems impacting inpatient nursing users. - Ability to communicate effectively with clinical, technical, and operational stakeholders, including nursing leadership, frontline staff, clinical informatics, IT teams, vendors, and governance groups. - Knowledge of healthcare compliance, documentation standards, and patient safety considerations, including the ability to support workflows that align with organizational policies, regulatory requirements, quality reporting needs, and clinical best practices.

Role Description - Assist with design and configuration of OCI networking components including VCNs, subnets, and routing configurations. - Configure and maintain gateways, routing tables, and network security components. - Support configuration and troubleshooting of VPN connectivity. - Configure and maintain Network Security Groups and security lists. - Support DNS configuration and load balancing services within OCI. - Monitor network performance using OCI monitoring and logging services. - Troubleshoot connectivity, latency, and firewall related issues. - Document network configurations and operational procedures. - Support network environments that follow federal security standards and secure cloud architecture practices. - Participate in incident response and root cause analysis related to network issues. Qualifications - DoD 8570 / 8140 Security+ or equivalent - 7 to 10 years of experience supporting enterprise network infrastructure or cloud networking environments - Bachelor's Degree

Role Description - Administer and support cloud-native infrastructure powering FBI CJIS's telecommunication systems, with a strong focus on AWS-hosted services, including AWS Connect, EC2, and S3. - Perform day-to-day system administration tasks within AWS GovCloud, including provisioning, configuring, monitoring, and patching Linux-based virtual machines. - Manage telephony workloads and services within AWS Connect, ensuring high availability, security, and performance for mission-critical communication. - Monitor cloud system performance using CloudWatch, CloudTrail, and Splunk, diagnosing and resolving infrastructure issues to maintain 24/7 uptime. - Implement and maintain system hardening, encryption, IAM roles, network policies (VPC, security groups), and multi-factor authentication to comply with FBI CJIS security standards. - Utilize Infrastructure as Code (IaC) tools such as AWS CloudFormation, Ansible, or Terraform to automate infrastructure provisioning and configuration. - Support secure data backup/recovery processes for cloud environments, aligning with federal continuity and audit requirements. - Contribute to CI/CD pipelines and DevSecOps practices in collaboration with cloud developers. - Participate in SAFe Agile ceremonies, including planning, stand-ups, retrospectives, and system demos. - Serve in an on-call rotation, ensuring rapid response to service-impacting incidents in telecommunication systems. Qualifications - 7+ years of experience administering Linux systems, with at least 3 years of AWS cloud infrastructure experience, preferably within GovCloud or similar secure environments. - Deep understanding of AWS Connect operations, call flow configuration, contact lens integration, and AWS Lex/Lambda integration. - Experience implementing and managing AWS Identity and Access Management (IAM), CloudWatch, S3, EC2, and CloudFormation. - Familiarity with networking concepts in cloud environments including VPC, routing tables, security groups, and load balancing. - Hands-on experience automating cloud infrastructure using Ansible, Terraform, or CloudFormation. - Knowledge of cloud security best practices, including NIST 800-53 and FedRAMP-aligned controls. - Experience working in SAFe Agile environments using JIRA and Confluence.

Role Description Serve as an advocate for providers by ensuring they are informed, supported, and educated on Samaritan Health Plans' procedures, benefits, policies, and available provider tools. - Coordinates and provides administrative support to the Network Contracting and Relations team. - Partners with internal departments to research, coordinate, and resolve provider-related issues, ensuring timely and accurate follow-through. - Document all provider interactions and outcomes in internal systems. - Support implementation and onboarding of new providers, including credentialing follow-up and demographic updates. - Monitor, track, and follow up on provider issues; escalate complex or unresolved items as needed. - Assist in maintaining accurate provider directories by validating demographic and operational information. - Participate in Network Management projects and initiatives to support departmental goals. - Support cross-functional collaboration to resolve routine provider operational concerns. Qualifications - Bachelor's degree or equivalent combination of education and relevant experience within the health care industry required. - Strong organizational skills with the ability to manage multiple priorities effectively. - Excellent written and verbal communication skills. - Proficiency in Microsoft Office applications (Word, Excel, Outlook, PowerPoint) required. - Health plan experience strongly preferred, particularly in one or more of the following areas: - Provider Relations - Referral Authorization - Provider Data Maintenance - Claims Processing Requirements - Data entry accuracy. - Organization and time management. - Basic managed care concepts. - Communication and collaboration. - Ability to follow SOPs. - Detail orientation. Benefits - Shift: Days (0800-1700) - Remote, no weekends

Role Description - Plan, direct, or coordinate activities in such fields as electronic data processing, information systems, systems analysis, and computer programming. - Design, develop, and maintain Microsoft SSRS reports and dashboards using SQL queries to support business reporting, data analysis, and operational decision-making. - Collaborate with business stakeholders and technical teams to gather reporting requirements, validate data accuracy, troubleshoot reporting issues, and implement enhancements to existing BI solutions. Qualifications - Up to 2 years of relevant experience. - 1+ year of experience in Microsoft SSRS and SQL. - Bachelor's degree or can be substituted for two (2) years of relevant experience. Company Description

Role Description The Acquisition Support Specialist will play a critical role in supporting all phases of the acquisition lifecycle. Working within the North Carolina Client, Division of Health Benefits, this role focuses on procurement and contract management for Medicaid Enterprise Systems (MES) projects. This role requires close collaboration with leadership, business leads, project managers, and other team members within the Contract Management and Procurement unit. The Specialist will contribute to the planning and execution of current and future MES module initiatives, providing technology-specific contracting subject matter expertise throughout all phases of acquisition management, from solicitation development to post-award monitoring activities. Key Responsibilities - Contract Development: - Draft solicitation documents, contract amendments, and other procurement-related deliverables. - Lead the evaluation and award process for competitive solicitations, ensuring compliance with state and federal regulations. - Market Research & Analysis: - Conduct market research and project cost analysis to inform procurement strategies. - Evaluate vendor capabilities and market trends to support technology-specific acquisition strategies. - Stakeholder Engagement: - Collaborate with business leads, project managers, and leadership to manage MES technology contracts. - Actively engage stakeholders to ensure alignment between contract activities and Division objectives. - Collaborate with the requisite Program Office to assist with the Development of the Acquisition Planning Documents (APDs). - Project Oversight: - Contribute to the planning and execution of MES module initiatives, offering subject matter expertise in technology contracting. - Support post-award contract administration, ensuring deliverables and timelines are met. - Strategic Contributions: - Assist in assessing the Division's technology needs and developing strategic plans to address both short- and long-term objectives. - Align procurement efforts with Medicaid program goals and technology advancements. Qualifications - Comprehensive understanding of public procurement processes and regulations. - Familiarity with Medicaid Enterprise Systems (MES) and technology-related contracting. - Expertise in solicitation development, contract management, and vendor evaluation. Requirements - Experience with public procurement processes and regulations: Required, 7 Years - Experience with technology-related contracting, preferably in Medicaid Enterprise Systems (MES): Required, 7 Years - Experience supporting or managing the full acquisition lifecycle, including solicitation development, contract management, and vendor evaluation: Required, 7 Years - Experience with contract management tools and procurement software: Required, 7 Years - Experience in market research and cost analysis: Required, 7 Years - NCCM - North Carolina Contract Manager Certification: Required - CPCM - Certified Professional Contracts Manager Certification: Required Benefits - This position offers the opportunity to contribute significantly to the success of the Division of Health Benefits by ensuring the effective alignment of technology contracts with Medicaid program goals. - The Acquisition Support Specialist will serve as a key resource in supporting the Division's mission to deliver high-quality, cost-effective healthcare solutions through innovative technology procurement.

Role Description - Maintain the delivery of current network related services inclusive of proactive and continuous analysis to identify and implement ways to increase network efficiency and performance. - Establish and maintain real-time visibility into network, system, and service availability and performance. - Work collaboratively with the BPA Call SACOR and a range of Stakeholders to help address continuous threats and security requirements, inclusive of ongoing implementation, monitoring, and review of associated controls (e.g., FISMA, etc.). - Incrementally implement network changes and architectural changes required to support new end user computing paradigms (e.g., wireless, cloud, thin client, etc.) in conjunction with the NRC's related implementation activities. - Provide proactive mechanisms for collaboration, communication, and problem solving with the BPA Call SACOR and, as appropriate, the NRC Service Area Managers/Owners, System Owners, NRC vendors, and other Stakeholders. - Provide knowledge, expertise, and support during all project lifecycle management efforts performed by the cross-cutting projects Support Area and other NRC vendors to ensure successful transition into the NRC Production environment. Qualifications - 12+ years network engineering experience - 8+ years enterprise routing/switching - 5+ years technical leadership - Experience supporting 5,000+ user environments - Bachelor's degree in Network Engineering, IT, or related field - Cisco CCNP (minimum), CCIE preferred - Palo Alto PCNSE (preferred) - ITIL v4 Foundation - CISSP or Security+ (preferred) - Strong project management skills; experience in organizing, planning, and executing large-scale projects from the envisioning stage through to implementation, involving internal personnel, Contractors, and vendors; ability to analyze project needs and determine resources needed to meet objectives in a fast paced, high pressure and relatively complex technical environment - Strong analytical and problem-solving skills - Strong teamwork and interpersonal skills and the ability to communicate with all management levels - High standards of respect for individuals, excellence, and service to the customer - Experience with network design, architecture, and documentation. - Experience implementing and monitoring network environments. - Experience supporting an environment in a network management capacity with more than 5,000 users. - Experience in Cisco routing and switching, network protocols and topologies; network security, voice services, and hands-on experience in system integration. - Certifications in or equivalent experience with Cisco, Palo Alto Networks, and Citrix NetScaler technologies. Company Description