• Lead the full lifecycle ownership of processes, procedures, and standards as assigned • Champion and adhere to processes, procedures, security, and architectural standards • Provide Tier 2-3 support, on escalated incidents from our helpdesk related to our workstation and mobile environments, including support for hardware, operating systems, drivers, and applications • Assist with software deployments, application packaging, scripting, operating systems deployments, computer imaging, and security for end user computing devices • Serve as the point of contact to the affiliate operations leader for respective service area; re-directing service issues through the existing service model. Triaging escalated tickets to the appropriate members of the service team • Develop and maintain login scripts, utility scripts, and other tools using PowerShell, VBS, and other relevant programming languages • Assist with the development of roadmaps, documentation, and takes ownership for various end user computing solutions (hardware, operating systems, Microsoft Office, SCCM, Microsoft Intune, Vulnerability / patch management, VDI, etc.) • Manage and maintain positive working relationships with vendors and customers ensuring service delivery meets agreed quality standards • Manage remote hands resources dispatched to your service area • Assist with capacity planning and yearly budgeting • Assist with projects from idea generation to implementation, including selection, recommendation, design, testing, and implementation of various solutions • Compatibility and QA testing of applications, operating systems, and application packages • Administration of end user computing solutions, including SCCM, Intune, and various technologies • As needed participation in after-hours maintenance windows to update, change, and install various systems • Produce, maintain and update technical documentation related the end user computing environment • Upholds organizational values and standards, while proactively seeking ways to improve efficiency, equity, and service excellence • Ensure compliance with all CHN and affiliate policies, as well as all state and federal regulations • Provides positive and development feedback and accountability related to all practices • Demonstrates commitment to CHN and Planned Parenthood’s health equity mission, with emphasis on racial equity and community accountability. Demonstrates dedication to learning about racial equity and addressing structural racism in healthcare • Consistently delivers high-quality results using sound judgment and data-driven decisions. Prioritizes customer needs by providing prompt, accurate service to all stakeholders

• Conduct advanced GL audit reviews for both internal and vendor audits, ensuring consistent quality, accuracy, and compliance across all sources. • Validate exposure calculations including sales, payroll (as applicable), subcontractor costs, and construction-related labor, materials, and contract values. • Apply specialized expertise in construction risks (carpentry, remodeling, GC operations, subcontractor structures) and large grocery/retail risks with complex or multi-department operations. • Confirm accurate classification for multi-class businesses, including retail + installation, service + sales, mixed operations, and diverse construction activities. • Ensure supporting documentation (COIs, subcontractor lists, sales ledgers, job summaries, financials) fully reconciles with final exposures. • Review Descriptions of Operations (DOOs) for clarity, completeness, and alignment with exposure and classification determinations—especially for variable risks such as construction and large retail chains. • Identify misclassifications, documentation gaps, unsupported exposure adjustments, and systemic issues; provide clear, actionable corrective guidance. • Create and document risk reviews to highlight key operational changes identified during audit, raising potential policy updates or classification revisions to Underwriting as needed. • Serve as a subject-matter expert (SME) in ISO/GL class codes, construction-related exposures, subcontractor handling, and large multi-department grocery/retail classifications.

• Conduct complex data analysis and interpretation to support decision-making by organizational stakeholders. • Provide timely financial and business analytics, including monitoring and reporting on key performance indicators. • Analyze payer contract compliance, prior authorization, denial, and reimbursement trends. • Conduct in-depth reviews and audits to identify issues/trends and develop actionable remediation plans. • Design, execute, and evaluate improvement projects based on data-driven insights. • Develop actionable roadmaps for improving workflows and processes. • Coordinate with multiple teams for process improvement and efficiency optimization. • Monitor adherence to SOPs, SLAs, productivity, and quality standards set by leadership. • Support project management to ensure successful and timely completion. • Assist with governance and rollout of Natera SOP documentation. • Utilize tools such as Excel, Power BI, and other business intelligence tools for a wide range of analytics functions. • Comply with HIPAA/PHI privacy regulations when handling PHI and complete required training within 30 days of hire.

• Define current state processes in areas where process is vague, weak, or undocumented. • Document future state processes, or next iterations of current processes such as Incident Management, Problem Management, Service Asset and Configuration Management, Change Management, Knowledge Management, Project and Portfolio management, Test Management, Facilities Management, HR Management and Request Fulfillment. • Define and document design requirements to support all process implementations using Agile Scrum SDLC and/or Waterfall methodologies. • Champion organizational change and adoption of service management best practices by providing coaching and training until processes become engrained into the culture. • Provide guidance and input to stakeholders, leaders, developers and quality assurance testers throughout the ITSM program. • Act independently to review operational processes with other key IT and business entities and work closely with IT to efficiently operationalize key processes. • Conduct research, develop, and recommend solutions to integrate people, processes, and technology to improved IT process principles.